Factors Affecting Customers’ Intention to Use Mobile Payment Services in the Retailing Industry
25 Jun 2021-pp 621-637
TL;DR: In this article, a conceptual model was developed via an integration of the Information System Success Model and Trust Transfer Theory to study the variables that impact Malaysian customers' intention to adopt mobile payment services in the retailing industry.
Abstract: Recently, mobile payment services are becoming more and more popular. However, compared to other parts of the world, Malaysia’s mobile payment services are still in the infancy stages. Hence, this study looks to study the variables that impact Malaysian customers’ intention to adopt mobile payment services in the retailing industry. In achieving this objective, a conceptual model was developed via an integration of the Information System Success Model and Trust Transfer Theory. An online survey was conducted that yielded 359 usable responses for this study which was subsequently analyzed using PLS-SEM. The results show that customer satisfaction and trust in mobile payment have a significant relationship with the intention to adopt mobile payment services in the retailing industry. From the results of this study, there were several insights proposed to retailers, mobile payment technology companies, and mobile payment application developers. In addition, this study fills the theoretical gap of comprehending the main antecedents influencing customers’ intention to adopt mobile payment services in the retailing industry via an integrated model.
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01 Jan 2023
TL;DR: In this paper , the authors investigated why consumers do not use mobile payment as their primary payment instrument in the Sultanate of Oman and found that the significant association of perceived value, attitude, perceived control behaviour and subjective norms with the mobile payment use intention.
Abstract: Mobile payment has revolutionised the payment industry. It employs features of convenience, effectiveness and cost-saving. This study investigates why consumers do not use mobile payment as their primary payment instrument in the Sultanate of Oman. This study extends the mobile payment technology acceptance model (MTAM) with consumer behavioural factors of the theory of planned behaviour (TPB). Finding confirm the significant association of perceived value, attitude, perceived control behaviour and subjective norms with the mobile payment use intention. 308 qualified responses from the questionnaire were analysed using SEM-PLS. This study enlightens mobile payment providers to understand factors influencing mobile payment usage in a developing and multi diversity culture country such as Oman. Moreover, this study presents national and international firms working in the region with deeper clarification and understanding of the mobile payment influencing factors, which can assist in enhancing and improving the marking plans.
01 Jan 2023
01 Jan 2023
01 Jan 2023
TL;DR: In this paper , the authors used Partial Least Square (PLS) to measure 281 usable questioners in Iraq and found that information quality, system quality, and service quality have a significant impact on trust and user satisfaction with mobile payment.
Abstract: Mobile payments with significant economic potential have emerged due to the advancement of mobile communication technology and the widespread use of intelligent gadgets. However, the rate of mobile payment adoption is insufficient. This study aims to measure behavioral intention to use Mobile payments. The target populations of the current study are mobile device users in Iraq. The study used Partial Least Square to measure 281 usable questioners. The results indicated that information quality, system quality, and service quality have a significant impact on trust and user satisfaction with mobile payment. Besides, trust and user satisfaction significantly impact behavioral intention to use m-payment. Therefore, Mobile payments services providers should constantly make sure that the information they give is correct and up to date. Furthermore, developers of mobile service systems must ensure that the Mobile payments system is dependable, simple to use, and responsive.
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TL;DR: A large number of studies have been conducted during the last decade and a half attempting to identify those factors that contribute to information systems success, but the dependent variable in these studies-I/S success-has been an elusive one to define.
Abstract: A large number of studies have been conducted during the last decade and a half attempting to identify those factors that contribute to information systems success. However, the dependent variable in these studies-I/S success-has been an elusive one to define. Different researchers have addressed different aspects of success, making comparisons difficult and the prospect of building a cumulative tradition for I/S research similarly elusive. To organize this diverse research, as well as to present a more integrated view of the concept of I/S success, a comprehensive taxonomy is introduced. This taxonomy posits six major dimensions or categories of I/S success-SYSTEM QUALITY, INFORMATION QUALITY, USE, USER SATISFACTION, INDIVIDUAL IMPACT, and ORGANIZATIONAL IMPACT. Using these dimensions, both conceptual and empirical studies are then reviewed a total of 180 articles are cited and organized according to the dimensions of the taxonomy. Finally, the many aspects of I/S success are drawn together into a descriptive model and its implications for future I/S research are discussed.
10,023 citations
TL;DR: This paper discusses many of the important IS success research contributions of the last decade, focusing especially on research efforts that apply, validate, challenge, and propose enhancements to the original model.
Abstract: Ten years ago, we presented the DeLone and McLean Information Systems (IS) Success Model as a framework and model for measuring the complex-dependent variable in IS research. In this paper, we discuss many of the important IS success research contributions of the last decade, focusing especially on research efforts that apply, validate, challenge, and propose enhancements to our original model. Based on our evaluation of those contributions, we propose minor refinements to the model and propose an updated DeLone and McLean IS Success Model. We discuss the utility of the updated model for measuring e-commerce system success. Finally, we make a series of recommendations regarding current and future measurement of IS success.
9,544 citations
TL;DR: A cognitive model of the trust transfer process is developed, arguing that trust is transfer across hypertext links based on the perceived interaction and similarity of the linked organizations, and that institution-based trust is transferred from the traditional shopping channel to a Web-based organization based on evidence that the Web- based organization has a physical store.
Abstract: The World Wide Web (WWW) has been touted as providing great opportunities for small businesses to compete and thrive. Concerns about trust have been identified as a barrier to such businesses' success. This research explores how consumers' initial trust judgments about organizations they encounter on the Web may be influenced by hypertext links from trusted websites and associations with the more trust-inducing traditional retail channel. This paper develops and tests a cognitive model of the trust transfer process, arguing that trust is transferred across hypertext links based on the perceived interaction and similarity of the linked organizations, and that institution-based trust is transferred from the traditional shopping channel to a Web-based organization based on evidence that the Web-based organization has a physical store. An experimental study shows that a hypertext link from one website to another increased the extent to which the linked organizations were perceived to have a business relationship and be similar, and these perceptions had a positive influence on trusting beliefs regarding the linked site. Associating with the physical shopping channel by showing a picture of a building on a website increased the extent to which subjects reported intention to buy from the site. The study provided empirical evidence that trusting beliefs regarding the website had a significant positive effect on intention to buy from it. This paper discusses further development of the trust transfer model based on the social perception literature and explores implications for future research.
712 citations
TL;DR: Satisfaction and intention to use stand as two important precedents of actual usage of m-banking, and the satisfaction also mediates the relationship between service quality, information quality and trust with intention toUse m- banking and negates with that of system quality.
316 citations
TL;DR: The results indicated that the trust transfer process positively influences the continuance intention of mobile payment through satisfaction, and trust in online payment, perceived similarity, and perceived entitativity between online and mobile payments can positively influence trust in mobile payment.
Abstract: Purpose
The purpose of this paper is to investigate the mechanism of building trust during the transition from online payment to mobile payment, as well as to examine the effect of trust on the satisfaction and continuance intention of mobile payment users. Based on trust transfer theory, this study proposes that trust in online payment (i.e. trust in source) and two source-target relationship factors, namely, perceived similarity and entitativity, affect trust in mobile payment (i.e. trust in target). In turn, the resulting trust influences user satisfaction and continuance intention toward mobile payment in an online-mobile payment context.
Design/methodology/approach
The model was empirically tested on data collected from 219 mobile payment users of a famous payment enterprise in China.
Findings
The results indicated that the trust transfer process positively influences the continuance intention of mobile payment through satisfaction. Satisfaction is an important factor affecting continuance intention. Moreover, trust in online payment, perceived similarity, and perceived entitativity between online and mobile payments can positively influence trust in mobile payment.
Originality/value
This study investigates the post-adoption usage of mobile payment from the trust transfer perspective. It focuses on the trust-building process and emphasizes the importance of trust on the continuance intention toward mobile payment in an online-mobile payment context.
213 citations