Factors influencing usage and loyalty for payment app customers in Saudi Arabia

Farooq Ahmad Bajwa · Ishtiaq Ahmad Bajwa · Shabir Ahmad · Faiq Mahmood

16 citations0/0 files storedActa Psychologica

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Technology Adoption and User Behaviour Customer Service Quality and Loyalty Health, Technology, Consumer Behavior

Abstract

PURPOSE: The present study is intended to determine the factors influencing the acceptance and loyalty towards payment of mobile applications in the Kingdom of Saudi Arabia, focusing on perceived convenience, security, compliance, and trust. DESIGN/METHODOLOGY/APPROACH: This research study adopted a quantitative method by using a questionnaire and targeting mobile payment app users as well as business entrepreneurs in Saudi Arabia. The survey yielded 290 fully completed questionnaires from the participants. Partial least squares equation modeling (PLS-SEM) was used to analyze the data. FINDINGS: The present study highlights that users' trust in mobile payment applications is primarily influenced by their perceptions of convenience and security, significantly affecting customer loyalty and app usage frequency. Compliance was found to have a less pronounced impact on trust. RESEARCH LIMITATIONS/IMPLICATIONS: The study acknowledges the need for a diverse methodological framework in future research, including qualitative methods, to deepen understanding. PRACTICAL IMPLICATIONS: Insights are provided not only for FinTech companies but also for the policymakers, emphasizing the importance of user-centric design and supportive regulatory environments. SOCIAL IMPLICATIONS: The study's findings may lead to the progress of digital financial services that will allow parallel users' security, convenience, and trust needs, contributing to the broader acceptance and sustainability of these technologies. ORIGINALITY: This study offers a unique perspective by integrating technological advancements and demographic factors specific to Saudi Arabia, distinguishing it from prior research. It provides fresh insights into how convenience, security, and compliance influence user trust and loyalty within a rapidly evolving FinTech landscape.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 16 citations exist upstream.

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.2003User Acceptance of Information Technology: Toward A Unified View1 2014A new criterion for assessing discriminant validity in variance-based structural equation modeling 2015A primer on partial least squares structural equation modeling (PLS-SEM)1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1998The partial least squares approach for structural equation modeling.2009\nThe use of partial least squares path modeling in international marketing

Cited by

2025What drives or discourages fraud-safe behavior in digital transactions? a BRT perspective

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.