Purpose

The study has two aims: first, it aimed to investigate the impact of contextual factors (such as information quality, service quality, system quality, trust in applications (app) and COVID-19 health anxiety) on the intention to use the Mobile Payment (MP) app, and subsequently, the actual use of the app. Second, the aim of this study is whether the COVID-19 threat has a moderating influence on the relationship between customers' intent to use MP app and the actual use of MP app.

Design/methodology/approach

The data are collected through an online survey from 341 Mobile Banking (MB) app users from Pakistan to empirically analyze the relationship between service quality, system quality, information quality, trust in the app, COVID-19 health anxiety and COVID-19 threat, intentions to use MB-app and actual use of MB-app.

Findings

The empirical analysis of the data collected from MB-app users from Pakistan shows that service quality, system quality, information quality, trust in the app and COVID-19 health anxiety positively related to intentions to use MB-app, consequently affect the actual use of MB-app. Furthermore, the results demonstrate that the COVID-19 threat positively moderates the relationship between intentions to use MB-app and actual use of MB-app.

Originality/value

Although, prior research established a positive impact of mobile apps on customer service and consumer satisfaction. Yet, it is not clear which factors influence customers to adopt MB-app. This study contributes to the research on MB-apps based on adaptive structuration theory and examines the technological factors and contextual factors that collectively explain when and how individuals decide to adopt MB-app.

中文翻译：

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探索影响移动银行应用程序采用的因素：自适应结构理论的视角

目的

该研究有两个目的：第一，旨在调查情境因素（如信息质量、服务质量、系统质量、对应用程序（app）的信任和COVID-19健康焦虑）对移动支付使用意愿的影响（MP）应用程序，以及随后的应用程序的实际使用。其次，本研究的目的是 COVID-19 威胁是否对客户使用 MP 应用程序的意图与 MP 应用程序的实际使用之间的关系有调节影响。

设计/方法论/途径

这些数据是通过对巴基斯坦 341 名移动银行 (MB) 应用程序用户进行的在线调查收集的，以实证分析服务质量、系统质量、信息质量、应用程序信任度、COVID-19 健康焦虑和 COVID-19 威胁之间的关系，使用 MB-app 的意图和 MB-app 的实际使用情况。

发现

对巴基斯坦 MB-app 用户收集的数据进行实证分析表明，服务质量、系统质量、信息质量、对应用程序的信任以及 COVID-19 健康焦虑与 MB-app 的使用意愿呈正相关，从而影响实际使用MB 应用程序。此外，结果表明，COVID-19 威胁积极调节 MB-app 使用意图与 MB-app 实际使用之间的关系。

原创性/价值

尽管如此，之前的研究表明移动应用程序对客户服务和消费者满意度产生积极影响。然而，尚不清楚哪些因素会影响客户采用 MB-app。本研究有助于基于自适应结构理论的 MB 应用程序研究，并研究了共同解释个人何时以及如何决定采用 MB 应用程序的技术因素和情境因素。