Go cashless! Determinants of continuance intention to use E-wallet apps: A hybrid approach using PLS-SEM and fsQCA

This study aims to examine the influence of quality and confirmation dimensions on users' continuance intentions to use e-wallet apps. Besides the partial least squares-structural equation modeling (PLS-SEM) technique, an asymmetrical analytical approach through fuzzy set qualitative comparative analysis (fsQCA) was used to examine the combination effects of quality dimensions and confirmations on continuance intention. Symmetrical findings revealed that service quality is the most important factor in gaining users’ continuance intention. However, according to the fsQCA findings, service quality is not an essential factor, and a combination of information quality, system quality, usefulness confirmation, ease of use confirmation, and security confirmation is needed to achieve the highest level of continuance intention. The study extends the literature by investigating drivers of continuance intention, decomposing confirmation, testing the relationship between quality dimensions and confirmations, and using the fsQCA technique. The findings provide more accurate insights into the relationships between quality, confirmation, and continuance intention, and enable managers to make better managerial decisions.