What influence users’ e-finance continuance intention? The moderating role of trust

Purpose The purpose of this paper is to identify antecedents of e-finance continuance intention with Alibaba’s Yu’E Bao as an example. Design/methodology/approach An online questionnaire was used to collect the data (n=293), and partial least squares structural equation modeling was employed for dat...

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Bibliographic Details
Published in:Industrial management + data systems 2018-09, Vol.118 (8), p.1647-1670
Main Authors: Zhou, Wangyue, Tsiga, Zayyad, Li, Boying, Zheng, Shuning, Jiang, Shuli
Format: Article
Language:English
Subjects:
Consumer behavior
Consumers
Customer retention
Customer services
Data analysis
Electronic banking
Electronic commerce
Finance
Financial services
Information technology
Internet
Money markets
Normality
Perceptions
Reputations
Retention
Studies
Technology Acceptance Model
Technology adoption
Technology utilization
Trust
User behavior
User satisfaction
Variables
Websites
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Summary:Purpose The purpose of this paper is to identify antecedents of e-finance continuance intention with Alibaba’s Yu’E Bao as an example. Design/methodology/approach An online questionnaire was used to collect the data (n=293), and partial least squares structural equation modeling was employed for data analysis. Four e-finance features (perceived reputation, website quality, e-finance familiarity and situational normality) are introduced with trust acting as a moderator between the users’ satisfaction and continuance intention to use an e-finance platform. Findings The results find that website quality, familiarity and situational normality can influence perceived ease of use (PEOU) and perceived usefulness (PU). PEOU and PU, together with reputation, are positively associated with confirmation which further leads to satisfaction. The positive effects that satisfaction and trust have on e-finance continuance intention are confirmed, and trust is found to be a significant moderator on the relationship between satisfaction and continuance intention. Practical implications The findings can be used to guide e-finance providers to improve their platform design and services to retain users. Originality/value This study combines the theory of trust, Technology Acceptance Model and Expectations Confirmation Theory to investigate the factors that influence the continuance intention in the context of e-finance in China.
ISSN:0263-5577
1758-5783
DOI:10.1108/IMDS-12-2017-0602