An Examination of the Factors Impacting Student Satisfaction and Continuance Intention to Use Online Payments in Chengdu, China
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Purpose: This research investigates factors impacting student satisfaction and continuance intention to use online payments in Chengdu, China. Quantitative research method serves as the foundation for the study. Service quality, privacy, confirmation, perceived usefulness, perceived security, satisfaction, and continuance intention are variables according to the Technology Acceptance Model (TAM), Information Systems Success Model (ISSM), and Expectation Confirmation Theory (ECT), which construct the conceptual framework of the research. Research design, data, and methodology: In a preliminary study, the Item Objective Congruence (IOC) Index and the Cronbach alpha statistic were used to assess content validity and internal consistency reliability. Additionally, 500 students from selected universities were analyzed by the application of confirmatory factor analysis (CFA) and structural equation modeling (SEM). Results: The results confirmed that service quality and privacy having the strongest effects on satisfaction. Continuance intention is directly influenced by satisfaction. Conclusions: The service quality of online payment systems must be improved, and user privacy must be better protected to increase students’ satisfaction with online payment and their desire to use it in the future. Managers need to take customer information protection very seriously. Moreover, the relevant agencies will adjust the policy to serve as a foundation.
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