<![CDATA[Cash-in and cash-out self-service kiosks connect physical cash with mobile-wallet ecosystems and may remain important even as retail payments become increasingly digital. This study examined how perceived service quality is associated with continuance usage intention among users of GCash cash-in and cash-out self-service kiosks in Metro Manila. A quantitative descriptive-correlational survey was conducted with 401 users aged 18–44 years. The questionnaire measured five service-quality dimensions—reliability, responsiveness, assurance, empathy, and tangibility—and three continuance-related indicators: user satisfaction, perceived usefulness, and perceived ease of use. Descriptive statistics, Kendall’s tau-b, and Partial Least Squares Structural Equation Modeling (PLS-SEM) with 5,000 bootstrap samples were used. All service-quality dimensions were rated favorably, with tangibility (M = 4.25) and responsiveness (M = 4.24) receiving the highest means. Perceived usefulness was the strongest continuance indicator (M = 4.13), followed by perceived ease of use (M = 4.11) and user satisfaction (M = 4.04). All reported service-quality relationships with continuance components were positive and statistically significant (p < .001). The PLS-SEM model showed a positive path from service quality to continuance usage intention (β = 0.742) and R² = 0.595 for the continuance construct. Demographic interaction effects were not statistically significant. The findings indicate that consistent, useful, responsive, and well-maintained kiosk services are more relevant to continued use than the demographic moderators examined in this sample.]]>
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