Human–Computer Interaction (HCI) and Trust Factors for the Continuance Intention of Mobile Payment Services

Laddawan Kaewkitipong (), Charlie Chen, Jiangxue Han and Peter Ractham
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Laddawan Kaewkitipong: Center of Excellence in Operations and Information Management, Thammasat Business School, Thammasat University, Bangkok 10200, Thailand
Charlie Chen: Walker College of Business, Appalachian State University, Boone, NC 28608, USA
Jiangxue Han: Department of Communication, College of Fine and Applied Arts, Appalachian State University, Boone, NC 28608, USA
Peter Ractham: Center of Excellence in Operations and Information Management, Thammasat Business School, Thammasat University, Bangkok 10200, Thailand

Sustainability, 2022, vol. 14, issue 21, 1-15

Abstract: The human–computer interaction (HCI) for mobile applications is becoming increasingly important as mobile applications have become an integral part of everyday life. Mobile app developers need to continuously improve the users’ experience to fulfill their conditions, which in turn, can trigger the purchase decision. Trust is another important factor, driving users to adopt mobile apps and use them to make online purchases. However, mobile app developers constantly face the dilemma between user trust and HCI experiences. This study’s primary purpose is to investigate the HCI and trust factors for the continued use of mobile payment apps and their services. Based on the human–computer interaction, task–technology fit, and IS success theories, an integrative framework is proposed to examine the relationships between continuance intention and its antecedents. An online survey was conducted to collect data from 544 mobile users. The results of the analyses indicate that trust plays a more significant role than HCI in increasing the users’ continuance usage of mobile payment services. As for improving HCI experiences for users, this study shows that system quality plays the most important role, followed by the skill of using mobile payment services and the perceived task–technology fit (TTF) for using the services. Information quality does not significantly impact the enhancement of positive HCI experiences. The results provide insights for the developers of mobile payment services to improve the user experience.

Keywords: human–computer interaction; trust; task–technology fit; mobile payment services; continuance intention (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
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