Mobile Payment Services Research Articles

Perceived Privacy Risks and Trust Dynamics: Rethinking Mobile Payment Adoption in Indonesia

Purpose: This research aimed to explore and understand the intricacies of mobile payments within the Indonesian context, particularly focusing on the dynamic relationship between perceived privacy risks, trust, and the intention to adopt mobile payment services. 
 Design/methodology/approach: The study employed a hybrid research methodology, integrating qualitative and quantitative analyses. Specifically, this research utilized Confirmatory Factor Analysis (CFA) model that evaluated the alignment of the proposed model with the observed data. The mobile payment privacy policies were analyzed through the identification of key textual features.
 Findings: The study revealed a revealed positive relationship between certain perceived risks (psychological and financial) and trust, suggesting that certain perceived risks might inadvertently foster trust. Conversely, time risk and performance risk negatively influence trust. This research also emphasized the pivotal role of trust in shaping user intentions toward mobile payments. Further findings highlighted the complex nature of privacy risks in the context of mobile payments and the significant surge in adoption rates during the COVID-19 pandemic.
 Research limitations/implications: This research was bound by a limited dataset size, which could influence the derived results. Potential inaccuracies from incomplete questionnaires might introduce non-statistical errors. With the ever-evolving nature of mobile payments, future studies could benefit from refining the research framework and incorporating additional variables.
 Originality/value: This study uniquely delves into the mobile payment scenario in Indonesia, challenging traditional views of risk and trust and offering fresh perspectives on consumer behavior. The innovative approach to analyzing mobile payment privacy policies and the spotlight on the role of perceived risks and trust in adoption intention set it apart. Its findings serve as a blueprint for both academics and practitioners in the mobile payment domain.

The Impact of User Experience and Use of Mobile Payment Services in China on the Domestic Mobile Payment Market: Focusing on Alipay and WeChat Pay

The Impact of User Experience and Use of Mobile Payment Services in China on the Domestic Mobile Payment Market: Focusing on Alipay and WeChat Pay

중국 모바일 간편 결제 서비스의 지속적 사용의도

The main purpose of this study aims to present implications for the supervision and management of mobile simple payment services by identifying the impact of system benefits and disadvantages on perceived value, and to present implications for the security and development direction of mobile simple payment services by verifying the moderating effect of personal innovation. The main methodology of this study conducted a survey of users with experience in using Chinese mobile simple payment services, and a total of 309 questionnaires were used as analysis data. The statistical processing of the survey data collected for empirical analysis was conducted using SPSS 26.0. The summary of the research results focusing on the hypothesis test results is as follows. First, it was found that the social impact, economic feasibility, and mobility of the mobile simple payment system all had a significant positive (+) effect on the perceived value. Second, it was found that the perceived risk and complexity of the mobile simple payment system had a significant negative (-) effect on the perceived value. Third, the perceived value of the mobile simple payment system was found to have a significant positive (+) effect on the intention to continue use. Fourth, the perceived value of the mobile simple payment system was found to strengthen the positive (+) effect of mobility on the perceived value among the factors of benefits of the mobile simple payment system, and the negative (-) effect of complexity on the perceived value was alleviated. Focusing on the results of this study, the following implications were presented. It is believed that Chinese mobile simple payment system operators should strive to secure more users to strengthen social values, convenient systems, personal information protection, simplify systems, and provide innovative services.

An integrated framework for understanding information disclosure behaviour in mobile payment services

An integrated framework for understanding information disclosure behaviour in mobile payment services

Factors affecting merchants' acceptance of P2P m-payments: a multigroup moderating effect of gender, age, and experience

PurposeThis paper hypothesized that perceived relative advantage and perceived compatibility would have a positive effect on merchants' intention to accept payments via P2P mobile payment services, while perceived financial risks and perceived costs would have a negative effect. The study also explored the differences in gender, age and experience.Design/methodology/approachThe proposed model is based on the valence framework, where positive utility is represented by relative advantage and perceived compatibility, while negative utility is represented by perceived risks and perceived costs. The data for this study were collected from small business owners (merchants) at the largest public market in the Center Department of Mirebalais, Haiti, using a purposive sampling method.FindingsThe results of a structural equation modeling on a sample of 339 merchants only confirmed the effect of both perceived comparative advantage and perceived compatibility. Furthermore, the multigroup analysis revealed that the perceived comparative advantage is stronger for female merchants, older age groups and merchants who frequently used P2P m-payment for the transfer of remittances. Perceived compatibility is stronger for male merchants, younger age groups and merchants who occasionally used P2P m-payment for the transfer of remittances.Originality/valueThis study was conducted in the economic context of Haiti, where P2P m-payments are commonly used for transferring remittances. Since there are limited studies that examine P2P m-payment acceptance from the perspective of merchants, this study offers valuable insights.

The Influence of Personal Innovativeness, Perceived Usefulness, Perceived Ease of Use, and Trust on Intention to Use Mobile Payment

Because of technological advances, the role of cash as a means of payment began to shift and was eventually replaced by digital payments. Quick Response Code Indonesian Standard is one of the digital payment methods developed in Indonesia (QRIS). The goal of this study is to determine what factors influence people's intentions to use QRIS as a mobile payment in Indonesia, as measured by personal innovativeness, perceived usefulness, perceived ease of use, and trust. Non-probability sampling was used in this study. Researchers collected data from 241 respondents by distributing questionnaires online via Google Form. The measurement scale used in this study is a linear scale. SEM-PLS is used to process data. According to the findings of this study, perceived usefulness, perceived ease of use, and trust influence the intention of Indonesians to use QRIS, whereas personal innovativeness has no effect. As far as researchers are aware, there are still few studies that specifically discuss the phenomenon of increasing QRIS transaction volume in Indonesia in general, so this research is expected to contribute to the advancement of business and management science. The findings of this study suggest alternative strategies for mobile payment service providers in countries with similar characteristics.

Understanding perceived risk factors toward mobile payment usage by employing extended technology continuance theory: a Vietnamese consumers’ perspective

PurposeThis study aims to examine the impact of perceived risk dimensions, confirmation, perceived usefulness and perceived ease of use on user satisfaction and their continuance intention to use mobile payments across Vietnam based on the extended technology continuance theory (TCT).Design/methodology/approachThis study used an online questionnaire-based survey design to collect data from 417 respondents using judgmental and snowball sampling techniques. The respondents in this survey are personal users of mobile payments across Vietnam. Data analyses and hypothesis testing were carried out using the partial least squares structural equation modeling.FindingsThe findings demonstrate that physical risk, time loss risk, opportunity cost risk, confirmation, perceived ease of use and perceived usefulness are important elements influencing consumers’ satisfaction toward continuance intentions to use mobile payment services. Satisfaction is also significantly associated with continuance intentions to use mobile payments across Vietnam. Other relationships, including functional risk, social risk, financial risk and information risk are not significantly related to satisfaction. These results are expected to be useful for mobile payment service providers. Understanding the factors mentioned in this study enables mobile payment service providers to improve their offerings strategically and then motivate their clients to keep using mobile payments.Originality/valueThe work is among the very few bodies of empirical research to investigate the continuance intention to use mobile payments using the extended TCT by incorporating the various dimensions of perceived risk construct in the fintech sector to develop a research model for this study. Furthermore, combining with perceived risk dimensions, this study expands the TCT model’s mobile app to the fintech sector, and advances the understanding of the use of the extended TCT in the fintech sector and adds to the theory.

A Study of Customer Differences on UCPB Savings Bank’s Product and Services, Performance, and Reliability

The global banking sector experienced a slight rise in market capitalization in the third quarter of 2022, reaching 7.5 trillion euros. This was largely due to the rise in mobile payment services in China, where Alibaba and Tencent transformed the commercial landscape. The Chinese government has approved the implementation of the Digital Yen, a digital currency project, to help regulators combat money laundering and corruption. The Philippines' banking industry has experienced significant expansion, with double-digit credit growth in four out of five years from 2013 to 2017. The Bangko Sentral ng Pilipinas (BSP) reported that the combined assets of the country's banks amounted to 81.4% of the total assets held by the financial system. The Philippine Coconut Authority (PCA) provided credit policies for coconut farmers, with UCPB being one of the beneficiaries. In March 2022, UCPB merged with Landbank of the Philippines, allowing it to serve more players in the agribusiness value chain nationwide. The study aims to assess how clients perceive the bank's products and services and customer-driven programs as performance indicators to alleviate customer experience and impact customer satisfaction.

Factors Influencing Consumer Acceptance of Mobile Payment during the COVID-19 Pandemic & Usage Continuance Intent: A Quantitative Study

The presence of COVID-19 has transformed the business sector’s paradigm and prompted a speedy consumption of mobile payment software systems of diverse ranges. Corporate sectors and businesses across the globe brought a shift to offer mobile payment methods; consequently, consumers were urged to maximize the use of mobile payment throughout the pandemic. The present research aims to investigate the factors that might influence consumers' intent to accept mobile payments and their relationships during COVID-19. The technology adoption model and the unified theory of acceptance and use of technology were employed in this proposed mobile payment adoption framework. A quantitative research approach was identified as a suitable method for this research. An online survey was administered, and 304 participants responded to the questionnaire. The results of the data analysis revealed statistically significant relationships and a positive impact of the factors perceived performance, social influence, consumers’ satisfaction, and perceived usefulness on consumers’ usage continuation intention. However, the results identified that factors such as transaction risk didn’t affect perceived usefulness, and financial transaction transparency didn’t affect consumers’ usage intention. This study makes a substantial contribution to the consumers’ technology acceptance literature in terms of validating a proposed theoretical framework that highlights the factors that influence consumers’ mobile payment usage intentions. As this study was conducted at a later stage of the COVID-19 pandemic, it adds value to the existing literature by providing insights to business managers on the factors influencing mobile payment usage. Considering the practical perspective, this study offers evidence of the essential elements that mobile payment service designers and marketers should consider. Doi: 10.28991/ESJ-2023-07-05-07 Full Text: PDF

Usage Analysis of Mobile Payment System to Consumer Continuance Intention in Jabodetabek

This research aims to study the continuous intention of mobile payment usage using the Technology Acceptance Model (TAM) theory with the extended model using perceived trust and subjective norms. A survey conducted through 25 questions questionnaire using a 5-point Likert scale with a total of 158 respondents was obtained by multiplying indicators by 6, with SEM-PLS method using SmartPLS 4.0. The analysis shows that perceived satisfaction significantly affects continuance intention to use mobile. The effect of subjective norms on continuance intention to use mobile payment is significant, and perceived ease of use and perceived usefulness have shown a positive relationship to perceived satisfaction. The perceived trust does not significantly affect the continuance intention to use mobile payment. In the previous study, continuance usage of mobile payment is conducted in South Africa, which is a gap in people's finances. The main limitation of this research is the limited data and a very diverse profile of respondents, which may have needed to be more fairly represented in this study. These results suggest that the mobile payment service provider effectively improves customer satisfaction. Gaining more trust in many aspects to make customers use mobile payment continuously. Perceived satisfaction has a positive relationship to keep the continuance intention to use mobile payment systems.

The Effect of Mobile Payment Service Characteristics on Behavioral Intention through Positive Psychological Capital

The Effect of Mobile Payment Service Characteristics on Behavioral Intention through Positive Psychological Capital

Examining the Influencing Factors of Customer Loyalty in Mobile Payment: A Conceptual Model and Research Propositions

Along with the rapid advancement of mobile internet technology in recent years, the mobile payment industry has witnessed tremendous development and greatly changed people’s lives. The rapid development of mobile payment has attracted hundreds of participants who want to cut a slice of the cake, thus leading to unprecedented fierce competition. To ensure sustainability and success, mobile payment service providers need to find strategies to retain existing users and achieve customer loyalty. This research aims to examine the different factors that impact mobile payment users’ loyalty. This paper proposed a research framework by integrating two fundamental consumer behavior theories, the cognitive-affective-behavior (CAB) model and the theory of consumption values (TCV). Our study fills the knowledge gap in lacking post-adoption stage consumer behavior research in the mobile payment context. It is among the few studies that examine mobile payment customer loyalty from a multi-dimensional value perspective. A quantitative research method is designed and partial least squares structural equation modeling technique (PLS-SEM) will be adopted in the future data analysis stage to validate the developed framework. The expected findings of this study would unveil the factors that would best predict the loyalty of mobile payment users. These findings would enable mobile payment service providers to identify the specific consumption values that determine mobile payment users’ loyalty, thus guiding them to develop strategies to cultivate customer loyalty accordingly.

Factors influencing the usage of mobile payment services during the COVID-19 pandemic

This study aims to identify and examine the factors that affected users' behavioral intentions, attitudes, and perceptions toward mobile payment services during COVID-19. It also attempts to determine the impact of demographic variables on the ease of use of mobile payment services. A survey approach was adopted to collect primary data and capture attitudes and behaviors on the use of mobile payment services during and after COVID-19. Being a quantitative study, a multiple regression analysis was used to analyze the primary data. The results indicate that education was the main reason for the adoption of mobile payment services, and security was the leading factor contributing to user satisfaction. Ease of use of the payment app was important for continued usage of the app. The statistical analysis explains that ease of use is an important variable for the usage of payment wallets or mobile payment services by users, followed by familiarity, safety, and security of the mobile payment wallet. Based on the findings of this study, it is suggested that mobile payment companies should concentrate more on the performance and ease of use of their applications. Mobile payment companies should also concentrate on meeting their users’ needs, which will indirectly lead to the retention of their users for a long period.

Factors Influencing Continuous Intention to Use Mobile Payment Platforms in Southeast, Nigeria

This study centers on the factors influencing the continuous intention to use mobile payment platforms in south-east, Nigeria. Although the extant literature is gorged with studies on mobile payment technology adoption behaviour, empirical investigations that examine the predictors of continuous use of mobile payment platforms in a typical developing economy with huge informalities is lacking and under-reported. The broad objective of this study is to empirically investigate the factors that influence the continuous use of mobile payment platforms in South-east, Nigeria. In order to achieve this objective, positivism was adopted as the research philosophy while the area of study comprised Enugu city, Awka, Umuahia, Abakaliki and Owerri. The study population comprised active users of mobile payment platforms. The sampling technique adopted was quota sampling and a sample size of 600 respondents was statistically determined using Bill Godden Formular. The research instrument was questionnaire; validity test of the instrument was done using face and content validity while the reliability test was conducted using Cronbach’s alpha coefficient. The hypothesized relationship was tested using Multiple Linear Regression. It was found out that effort expectancy, social influence, facilitating conditions, intrinsic motivation and prior experience were positively significant to continuous intention to use mobile payment platforms while performance expectancy and price value are not. It was concluded that when used for predicting continuous intention to use mobile payment platforms in the innovation marketing field, the unified theory of acceptance and use of technology should be extended to include variable such as prior experience. It was recommended that mobile payment service providers should design and develop incentives that will encourage frequent usage, they should use social media influencers among others.

Investigating Barriers Contributing to the Nonadoption of Mobile Payment from Non-users’ Perspective: Insights Based on SEM-ANN Analysis

Mobile payment services (MPS) are gaining popularity and growth as innovative methods of payment. However, still due to pro-innovation bias, less attention has been given of barriers to innovation as compared to the adoption of the technology. The current research focuses on the various users’ barriers to MPS adoption intentions (AIs). The study established a research model supported by the extended innovation resistance theory, including information barriers (InfBs), lack of facilitating conditions and lack of perceived novelty (LPN). A total of 357 valid questionnaires were collected from MPS non-users and hypotheses were tested via structural equation modelling and artificial neural network. The research findings indicate that usage barriers, value barriers, InfBs, unavailability of facilitating circumstances and LPN adversely affect MPS AIs. This research has several practical and theoretical implications to build strategies to overcome barriers in the adoption of MPS.

Customers’ intentions to use mobile payment service: a comparative study of payment system types

With the development of mobile technology, mobile payment services are some of the fastest growing transaction systems in the industry. However, studies of mobile payment systems have focused on retailing settings; few studies have examined them in the service setting. Thus, this research explores the effects of mobile payment system–related characteristics (i.e. perceived ubiquity, perceived security, perceived ease of use, perceived cost) on customers’ intentions to use mobile payments in the restaurant setting. An online survey (n = 370⁣) was conducted in the United States. The data are analyzed by partial least squared-structured equation modeling. The study results demonstrate that restaurant customers’ intentions to use mobile payment are largely determined by perceived usefulness, trust, and attitude. Among them, perceived usefulness is the most important factor for predicting customers’ intentions across different types of mobile payment systems (i.e. mobile proximity payment, mobile peer-to-peer payment, mobile in-app payment). These findings have useful theoretical and practical implications for better understanding customers’ mobile payment usage behavior.

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

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.

Consumer Behaviour and Mobile Payments in the Point of Sale: Exploring the Determinants of Intention to Adopt It

This study identifies the strategic determinants of intention to use m-payment and explores how the information and availability of a mobile payment service impact on the intention to use it from a holistic perspective. Specifically, it is studied the effect of perceived ease of use, perceived security, perceived usefulness, perceived compatibility, and subjective norms in a context where mobile payment was not yet available. The research model is empirically tested through a field experimental design with 437 potential users in Spain. The results show that perceived security, perceived usefulness, perceived compatibility, and subjective norms have a significant effect on the intention to use. Especially, subjective norms play a key role if the user has the opportunity to use the mobile payment and receive adequate information. This paper also provides implications to mobile payments industry and to theoretical field of technology adoption. According to the results, it is recommended that FinTechs and companies dedicated to the development of payment systems devote efforts to increasing the compatibility of these systems with users’ lifestyles not only from a digital but also from a physical perspective. In addition, they should continue to look for ways to make users feel secure and see in this means of payment some utility that fits their needs. Finally, all these efforts must be transmitted to the consumer so that they can generate positive word-of-mouth among their acquaintances to encourage mobile payment adoption.

Các rào cản trong việc sử dụng dịch vụ thanh toán di động của sinh viên Việt Nam: Nghiên cứu tại một số trường đại học tại Hà Nội

The study aims to demonstrate the impact of barriers on students’ intention to use mobile payment services in Hanoi. Barriers are divided into two groups, functional barriers and psychological barriers, which play an important role in shaping innovative decisions in students’ behaviors. The study was conducted by online survey from 387 university students in Hanoi city used for analysis, then the collected data used to analyze and test the hypotheses proposed in the study by Smart PLS 3.1 software with PLS-SEM analysis method. The results show that usage barriers, value barriers, risk barriers and traditional barriers have a negative impact on the intention to use mobile payment services. While, there is no evidence to prove the relationship between image barrier and intention to use mobile payment service of Hanoi students. Based on the research results, the author proposes a number of recommendations to promote the intention to use mobile payment services, contributing to attracting and developing the application of services using new technologies in transactions.

PENGEMBANGAN MODEL UNIFIED THEORY OF ACCEPTANCE AND USE OF TECHNOLOGY UNTUK PENGGUNAAN ADOPSI MOBILE PAYMENT

The retention of SMEs customers is of utmost importance for mobile payment service providers, particularly those who utilize mobile payments. Indonesia experienced a significant increase in the usage of mobile payment methods during the COVID-19 outbreak. Among the commonly utilized theoretical models in the Indonesian context of M-Payment payments, the Unified Theory of Acceptance and Use of Technology (UTAUT) model stands out. This proposed model is an expanded version of the UTAUT model, incorporating additional limited factors. It encompasses six variables that consider the diverse risks and costs perceived by users. The objective of this research is to analyze consumer behavior towards mobile payment systems using the UTAUT model and identify the determinants that consistently yield significant results. Data was successfully collected from 276 SMEs customers across various regions who utilize mobile payments through ShopeePay. The proposed model applies a minor segment structure using a regression seller model approach (SEM-PLS). The findings reveal that performance expectations, effort expectations, social influence, facilitation conditions, perceived risk, and perceived costs are the most influential predictors of users' intention to use the mobile payment system. Furthermore, behavioral intentions significantly influence actual usage behavior. The conclusion drawn from this research is that it enhances our understanding of the factors that determine the adoption of the mobile payment system, particularly in Indonesia.