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The impact of personality traits, barriers and gamification on Gen X continuance intention for mobile credit bill payment apps

Author

Listed:
  • Arghya Ray

    (International Management Institute Kolkata)

  • Muskan Jain

    (FORE School of Management)

  • Lan Ma

    (Sunway Business School, Sunway University)

  • Khalid Hussain Alhamzi

    (Department of Public Relationships and Marketing Communication, College of Media and Communication, Imam Mohammad Ibn Saud Islamic University (IMSIU))

  • Ananya Ray

    (Indian Institute of Management Ranchi)

  • Long She

    (Sunway Business School, Sunway University)

Abstract

Gen X customers find it difficult to adjust to the changing technology trends and hence face issues while using mobile credit bill payment apps. Although Gen X customers form an important segment of the banking sector, few studies have explored the barriers that Gen X customers face. It will be interesting to examine the impact of innovation-related barriers and personality traits that affect Gen X customers’ continuance intention, and whether perceived gamification has a moderating effect. The questionnaire-based survey data of 306 Indian respondents were analysed using partial least squares structural equation modelling technique. The study found a negative influence of issues (app. quality and payment), a positive influence of conscientiousness trait and an insignificant impact of traditional barrier on continuance intention. Perceived gamification had a significant moderating influence on the relationship between app. quality concerns, security concerns, agreeableness and conscientiousness with continuance intention.

Suggested Citation

  • Arghya Ray & Muskan Jain & Lan Ma & Khalid Hussain Alhamzi & Ananya Ray & Long She, 2024. "The impact of personality traits, barriers and gamification on Gen X continuance intention for mobile credit bill payment apps," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 1154-1174, September.
    • Handle: RePEc:pal:jofsma:v:29:y:2024:i:3:d:10.1057_s41264-023-00264-2
    DOI: 10.1057/s41264-023-00264-2
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