Determinants of Digital Payment Adoption and Their Influence on Customer Satisfaction and Continued Usage Intention: An Integrated Technology Acceptance Perspective

This study examines how traditional technology acceptance factors and trust/risk perceptions drive digital payment adoption, and how adoption affects customer satisfaction and continued usage intention. In a survey of N=200 users, perceived ease of use (PEOU) and perceived usefulness (PU) emerged as strong predictors of digital payment adoption, consistent with TAM/UTAUT findings. Social influence (SI) and facilitating conditions (FC) also had positive but smaller effects on usage. In contrast, perceived risk negatively impacted both adoption and satisfaction, while trust had a positive effect. Importantly, customer satisfaction was significantly higher when adoption was high; satisfaction fully mediated the effect of adoption on continued usage intention, aligning with prior work that links satisfaction to loyalty. ANOVA tests revealed demographic differences (e.g. older users reported slightly higher satisfaction), and chi-square analyses confirmed that frequent users are much more likely to intend continued use (χ² test, p<.001). Overall, results extend TAM by showing that adoption – rather than mere usefulness – drives satisfaction, especially under varying trust/risk contexts. These findings have theoretical implications for integrating acceptance and satisfaction models, and practical implications for digital payment providers to enhance usability, security and user trust to foster sustained usage.