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

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.