The dimensions of trust:An investigation of mobile payment services in Taiwan

Abstract

PurposeThis study aims to introduce the dimensions of mobile payment services trust from the perspectives of trust transfer as well as the unified theory of acceptance and use of technology 2 (UTAUT2). We established an integrated model to understand the formation and dimensions of mobile payment trust and continuous usage intention in Taiwan. Design/methodology/approach– An integrated model is proposed and validated with an online questionnaire survey in Taiwan. Furthermore, SmartPLS is employed to validate the proposed model and hypotheses. Findings-The results found upon analyzing responses from 683 participants reveal that the significant antecedents of overall trust include trust in mobile payment service providers, mobile devices, and merchants (R2 = 75%). Furthermore, overall trust has significant effects on performance and effort expectancies with regard to mobile payment. Finally, the determinants of continuous usage intention include overall trust, performance expectancy, effort expectancy, facilitating conditions, hedonic motivation, habit, and perceived value (R2 = 85%). Originality-“Trust” of mobile payment is a common concern for developing mobile payment. However, the literature review conducted for this study unearth different perspectives on studying the “dimensions” of trust in previous mobile payment research studies. Besides, many studies consider trust as a generic term as opposed to studying its specific dimensions. This study attempts to fill the above research gaps to facilitate further understanding of the proposed topic. Therefore, the main contribution of this study is to analyze the multiple dimensions and formations of trust in the context of mobile payment.