Factors Affecting Customers’ Intention to Use Mobile Payment Services in the Retailing Industry

TLDR: 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.