Intention to reuse M-Payment services: Lessons from the pandemic times

Abstract

Mobile Payment (M-payment) is a relatively new type of service in developing nations, but it presents a vital role in the growth of economics in general. Therefore, evaluating the adoption level of mobile payment in the developing economy like Vietnam remains a meaningful topic. This study contributes a new explanation of the intention to reuse (INR) of individual consumers for M-payment services. Data has been analyzed using SmartPLS 3.3 that showed all seven hypotheses were to be supported. The finding of the study explains up to 56 percent INR of M-payment service. Moreover, the output contributes an outline strengthening of the reasonable combinations of Technology Readiness (TR), Customer Participation (CUP), Customer Empowerment (EMP), Customer Satisfaction (SAS), and Customer Trust (TRU) to Intention to Reuse (INR). Finally, the study proposes some crisis management insights and lessons for the banking sector during and after the COVID-19 pandemic.