Digital Resilience and the Continuance Use of Mobile Payment Services

Abstract: The use of mobile payment services is an essential contributor to financial inclusion in emerging markets. Unfortunately, the service has become a platform for fraud. Mobile payment users need to be digitally resilient to continue using the service after adverse events. However, there is scant literature on users' continuance use of mobile payment services in the post-event of fraud. The focal point of prior literature has been on technology adoption or threat avoidance to implement policies that protect users. Analysing the relationship between individual digital resilience and post-adoption behavioural patterns will enable service providers to support individual digital resilience to promote users' continuance use of the service. This research aims to develop and empirically validate a conceptual model to examine individual digital resilience in the context of the continuance use of mobile payments. The model will be based on protection motivation theory. Survey data will be obtained from victims of mobile payment fraud and other users who continue using the service despite their knowledge of mobile payment fraud. The results from this study are expected to make key contributions to theory, practice, and policy in the areas of digital resilience, mobile payments, and ICT4D.