Investigating consumers’ intentions regarding the adoption of mobile payments: An SEM-based empirical investigation

Abstract

The impact of mobile commerce on our daily lives is growing, and it is starting to provide new services that are both engaging and beneficial. The study's objective is to look at how users intend to utilize mobile payment (m-payment) services and how usage intentions and customer satisfaction are impacted. This study aims to comprehend the current state of m-payment services in Bangladesh and determine whether consumer intentions are affected by perceived ease of use, perceived usefulness, mobility, cost, perceived risk, perceived trust, and social influence. A structured online survey with 350 valid samples was undertaken to gather contextual data. The results indicate that perceived ease of use, perceived usefulness, perceived trust, and social influence have a significant and positive impact on m-payment services. On the other hand, mobility, cost and perceived risk have not influenced consumer intentions toward m-payment services. However, this research will assist managers in creating appropriate business plans and service strategies for distinct m-payment user groups, enabling them to invest the necessary amount of time, effort, and money in the creation of m-payment systems. The results will also serve as a reference for future mobile payment research.