Continuance Intentions to Use Fintech Peer-to-Peer Payments Apps in India

Purpose: The purpose of the present study is to identify the determinants of continuance intentions to use FinTech peer-to-peer (P2P) payments apps post- Covid 19 pandemic in India.Design/methodology: A cross-sectional survey of 463 FinTech users was interviewed during the pandemic with the help of a digital questionnaire. The study has empirically tested an extended expectancy confirmation model and theory of acceptance to examine the determinants of continuance intentions to use FinTech P2P payments apps.Findings: We demonstrate that confirmation of prior expectations, post-adoption perceived usefulness, and perceived ease of use determine continuance intention to use FinTech payment services. Cognitive acceptance (trust) and normative acceptance (social influence) not only determine behavioural acceptance (willingness to co-create) but also influences continuance intentions. Confirmation of initial expectations during service use determines satisfaction and post-purchase perceived usefulness.Practical implications: The continuous use of FinTech P2P services can be ensured by fulfilling users’ post-purchase expected benefits, fostering trust, and building social influence. These can be achieved by gearing up internal resources to build user-friendly and reliable platforms for personalized experiences, understand customers' desires to meet their expectations, and facilitate fruitful interactions that enhance users’ satisfaction. The interactive tools and design of the payment system should facilitate effortless use of the application without much apprehension.Originality/value: The present paper is based on extended ECM and theory of acceptance that aim to explain continuance intention to use FinTech P2P payments post-Covid 19 pandemic. The study findings add to the limited body of research in the context of FinTech P2P payments