Exploring the Prominence of Quality Dimensions on M-Payments Apps Customer Experience and Stickiness

Nancyprabha Pushparaj, Manoraj Natarajan and Sivakumar V. J.

SAGE Open, 2025, vol. 15, issue 3, 21582440251361988

Abstract: The proliferation of mobile payment applications has brought about a transformative shift in the banking industry, with an increasing number of users integrating these platforms into their routine financial transactions. This study seeks to establish a research framework to empirically examine the interrelationships between quality dimensions, and customer experience satisfaction, and stickiness of mobile payment applications. Using the structural equation modelling (SEM) methodology, the research analyses data from a sample of 280 users who actively used mobile payment applications within the past three months. The findings reveal that both information quality and service quality exert a significant positive impact on customer experience with these application, whereas system quality does not demonstrate a comparable effect. Conversely, system quality emerges as the sole determinant significantly influencing the sustained use of these applications. These findings offer critical insights for application developers and marketers aiming to enhance the functional and experiential quality of mobile payment platforms.

Keywords: customer experience; information system success model; mobile payment applications; mobile app stickiness (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:sae:sagope:v:15:y:2025:i:3:p:21582440251361988

DOI: 10.1177/21582440251361988

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