Exploring critical determinants influencing businesses’ continuous usage of mobile payment in post-pandemic era: Based on the UTAUT2 perspective

Abstract

Consumers across demographics have diverse digital lifestyles and rely heavily on e-commerce to purchase necessities including food and beverages. The COVID-19 pandemic has habituated consumers to making mobile payments at an accelerated pace. Despite rising consumer demand for mobile payments, comparable trends in the supply side for businesses remains crucial for the future sustainability of mobile payments. However, businesses must remain willing to accept mobile payments and engage in continued marketing to promote mobile payment. Few studies thus far have applied multi-criteria decision-making analyses to evaluate the critical determinants of intention and motivation to use mobile payment; quantitative analysis methods, such as factor, regression, and variance analyses, are more commonly applied. This study examined the critical evaluation constructs and criteria that affect retailers and service providers in outlying islands using the Extended Unified Theory of Acceptance and Use of Technology (UTAUT2) as our theoretical basis. It then established a multi-criteria decision-making framework for understanding the factors influencing businesses' mobile payment use. This study uses the multi-criteria evaluation of the Decision-Making Trial and Evaluation Laboratory (DEMATEL) and DEMATEL-based Analytic Network Process (DANP) to create network relation maps of the constructs and criteria for the willingness of outlying island retailers and service providers to continue accepting mobile payments. Penghu County is located on the outlying islands of Taiwan and has witnessed a substantial shift in transaction practices among its small and medium-sized enterprises following the outbreak of the pandemic. It experienced a marked decrease in tourist influx during the COVID-19 pandemic, significantly impacting local businesses. This study aimed to better understand the opinions and motivations of businesses in Penghu County regarding mobile payment services. Insights from this perspective should help improve local businesses’ adaptability and usage habits. The findings offer significant strategies for the government to provide specific training programs and subsidies or incentives for businesses adopting mobile payment technologies, ultimately expanding mobile payment services across small businesses that target tourists.