Transition from web to mobile payment services: The triple effects of status quo inertia

Drawing from status quo bias theory and coping theory, this study examines how the inertial use of incumbent web payment (WP) services influences users’ intention to use new mobile payment (MP) services. By conducting an online survey (n = 491), this study reveals that inertia demonstrates triple effects on intention to use MP services: direct, bias, and moderating. The direct effect suggests that inertia directly decreases intention to use MP. The bias effect means that inertia leads to biased assessment of perceived value and perceived threat, thereby decreasing intention to use MP. The moderating effect denotes that inertia strengths the relationship between perceived controllability and intention to use MP. We expect that these findings can provide noteworthy insights for the intervention and prevention of inertia in the web-mobile payment transition context.