The motive behind the present study is to examine the perception, satisfaction, adoption intention, challenges and usage of Mobile Payment FinTech Services (MPFS). It also assesses the influence of demographics (gender and age) on perception, satisfaction, adoption intention, challenges and usage.
Data for the study were collected from 399 MPFS users residing in New Delhi. To test the hypothesized relationships, various statistical tests were employed, including correlation, linear regression, Analysis of Variance (ANOVA), t-tests and chi-square (X2).
The regression analysis revealed that perception has a significant positive impact on satisfaction and adoption intention, while challenges have a strong negative impact on perception, satisfaction and adoption intention. Furthermore, the t-test findings for gender reveal significant differences in the perception and adoption intention of male and female respondents. Similarly, for age, the findings indicate significant differences in perception, satisfaction, adoption intention and challenges faced by younger and older respondents. Moreover, the ANOVA results exhibited that perception, satisfaction, adoption intention and challenges influence the usage rate of MPFS. The X2 test revealed that there is a significant difference in the usage rate of male and female users and young and old MPFS users.
The present study evaluates the users’ perception, satisfaction, adoption intention, usage and challenges of MPFS, which does not apply to other technology-enabled services.
The available literature mostly covers the initial adoption and factors influencing behavioral intention, and very few academicians have studied the perceptions, satisfaction, usage, adoption intention and challenges in a single and unified research model so extensively and comprehensively.
