Contextual facilitators and barriers influencing the continued use of mobile payment services in a developing country: insights from adopters in India

Abstract

Mobile payment services hold the potential for financial inclusion in developing economies. Low-income countries are characterized by distinctive conditions like price sensitivity, low digital penetration, high risk of failure, and competitive emerging markets, which further influence mobile payment usage. We develop a research model to identify the contextual facilitators (like price benefit, network externalities, trust, and habit) and barriers (like risk, lack of facilitating conditions, and operational constraints) driving mobile payment usage intention. We test the model using data from 298 survey respondents from India who had adopted and were currently using mobile payment services. The factors that facilitate or constrain users’ intention to continue using mobile payments are essential in understanding the technology’s sustenance and its future in enabling financial inclusion.