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Author(s): Amit Kumar Agrawal, Anshu Dutta

Email(s): anshudutta1995@gmail.com

Address: Commerce Department, Agrasen Mahavidyalaya, Purani Basti, Raipur, Chhattisgarh, India
Commerce Department, Agrasen Mahavidyalaya, Purani Basti, Raipur, Chhattisgarh, India

*Corresponding author: anshudutta1995@gmail.com

Published In:   Volume - 32,      Issue - 2,     Year - 2026

DOI: 10.52228/JRUA.2026-32-2-1  

ABSTRACT:
This study examines the impact of system quality and procedural efficiency on the sustained use of digital payment systems. System quality includes stability, accuracy, reliability, and clear transaction display, while procedural efficiency refers to simple payment processes. Sustained use refers to continued use of digital payment systems for transactions. The study is required to understand how system quality and procedural efficiency influence continued usage behavior in digital payment platforms. A quantitative and explanatory research design was used. Data were collected through a structured questionnaire using a five-point Likert scale. Out of 150 distributed questionnaires, 102 valid responses were collected through Google Forms and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The measurement model confirmed reliability and validity through Cronbach’s alpha, composite reliability, Average Variance Extracted (AVE), and HTMT ratio. Hypothesis testing results show that system quality has a significant positive effect on sustained use, and procedural efficiency also has a significant positive effect, with procedural efficiency showing a stronger impact. The combined effect is reflected through the R-square value of 0.586, explaining 58.6% variance in sustained use. The effect size (f-square) shows procedural efficiency has a large effect and system quality a moderate effect. The study is limited by sample size, cross-sectional design, and scope. Future research may explore usability, transaction speed, emerging technologies, and system performance under peak load conditions. Based on findings, improving system reliability and simplifying processes can enhance user experience and continued usage.

Cite this article:
Agrawal and Dutta (2026). Studying the impact of system quality and procedural efficiency on sustained use of digital payment systems. Journal of Ravishankar University (Part-A: SOCIAL-SCIENCE), 32(2), pp.1-12. DOI:https://doi.org/10.52228/JRUA.2026-32-2-1


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