A Study on the Influencing Factors of Customer Satisfaction and Continuous Use Intention in Mobile Payment Service

Abstract

This study aims to verify the structural relationship between service quality, system characteristics, customer trust, customer satisfaction, and continuous use intention of mobile payment service for Chinese people with experience in using mobile payment service. The results of the empirical analyses, it is confirmed that the service quality and systemic characteristics of the mobile payment service have a significant effect on the customer's trust. Also, it is structurally confirmed that customer trust and perceived risk have a significant effect on customer satisfaction. Furthermore, customer satisfaction also has a significant effect on customer’s intention of continuous use. However, it is confirmed that the systemic characteristics of the mobile payment service do not affect the perceived risk.