Understanding e-satisfaction, continuance intention, and e-loyalty toward mobile payment application during COVID-19: an investigation using the electronic technology continuance model

This research examined the determinants of e-satisfaction, continuance intention, and e-loyalty regarding use mobile payment applications (MPAs). It developed validated electronic technology model (e-TCM) integrating a psychological factor (perceived threats), circumstantial anxiety), dimensions quality. Using questionnaire, data was collected from 455 respondents analyzed using structural equation modeling. The influences information quality, service system perceived usefulness, confirmation on both e-satisfaction intention are found positive. However, threats anxiety do not influence but intention. Moreover, positively impacts e-loyalty; e-loyalty. evidences roles threat, anxiety, quality customers’ e-loyalty, integrated framework comprising health belief model, expectation–confirmation systems success model. findings this can guide MPA services providers, online businesses, industry analysts, suburban consumers, respective government authorities when usage is concerned during any unprecedented crisis such as COVID-19 pandemic.