Unraveling User Switching Dynamics in P2P Mobile Payments: Investigating Satisfaction and Trust in a Duopoly Market

Research on users’ switching intentions in peer-to-peer (P2P) mobile payment systems, particularly in developing markets, remains limited. This study examines how two satisfaction dimensions, transaction-based satisfaction and experience-based satisfaction, influence switching intentions through two layers of trust: institution-based trust and disposition to trust. Grounded in Expectancy-Disconfirmation Theory, data from 529 users of Haiti’s leading P2P mobile payment platform were analyzed using structural equation modeling. Results show that while transaction-based satisfaction has minimal impact on switching intentions, experience-based satisfaction strengthens institution-based trust, which in turn significantly reduces switching intentions. These findings highlight the central role of institutional reliability in shaping post-adoption behavior in duopolistic and resource-constrained markets. The study extends satisfaction-trust theory to digital financial ecosystems and offers practical insights for improving user retention through sustained institutional credibility and long-term service reliability.