CONFIRMATION MODEL USED FINTECH PAYMENT FOR CONTINUANCE INTENTIONS

Abstract

In this research, the aim was to explore the factors that impact users' decision to continue using FinTech payment applications. To achieve this goal, an online questionnaire was given to 361 individuals who use FinTech services during the pandemic. The study analyzed the data through the Expectation-Confirmation Model, which was expanded to include perceived trust, social influence, and functional benefits. The results of the study indicate that users' decision to continue using the application is influenced by their prior expectation confirmation and the perceived usefulness of the application after use. Moreover, perceived trust and social influence also play a positive role in users' decision to continue using the application. These factors can be strengthened by providing personalized experiences and positive interactions. This research provides significant insights for researchers and practitioners who are involved in the FinTech payment industry.