The Effect of Consumers’ Asset Specificity Sensitivity on Mobile Payment Service Adoption: The Role of Switching Cost and Product Compatibility: An Abstract

Purpose This study sheds some light on factors that affect customer switching intention in the Malaysian mobile phone service industry. More particularly, the purpose of this paper is to examine the effect of service quality (SQ), customer satisfaction, switching cost and consumer innovativeness (CI) on service switching intention (SWI); the mediating role of customer satisfaction; and the moderating role of service switching cost on the relationship between CI and SWI. Design/methodology/approach Data were collected using a self-administered questionnaire survey that yielded 535 responses. Using structural equation modelling approach, the partial least square software, version 3 was utilised to test the study hypotheses. Findings Results reveal that customer satisfaction, service switching cost and CI directly affect SWI. However, no significant relationship was found between SQ and SWI. Again, data supported the mediating effect of customer satisfaction as well as the moderating effect of service switching cost. Research limitations/implications It is expected that the findings from this study will enable policymakers, managers and marketers to formulate better strategies and effectively implement loyalty programs, preventing their customers from switching. Originality/value This study contributes to the existing literature by testing switching costs as the quasi moderator. Moreover, this is a pioneer study to consider CI as the antecedent of SWI.

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Examining the role of three sets of innovation attributes for determining adoption of the interbank mobile payment service

Information Systems Frontiers ◽

10.1007/s10796-014-9484-7 ◽

2014 ◽

Vol 17 (5) ◽

pp. 1039-1056 ◽

Cited By ~ 66

Author(s):

Kawaljeet Kaur Kapoor ◽

Yogesh K. Dwivedi ◽

Michael D. Williams

Keyword(s):

Mobile Payment ◽

Innovation Attributes

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Does innate consumer innovativeness relate to new product/service adoption behavior? The intervening role of social learning via vicarious innovativeness

Journal of the Academy of Marketing Science ◽

10.1007/s11747-006-0007-z ◽

2007 ◽

Vol 35 (1) ◽

pp. 63-75 ◽

Cited By ~ 94

Author(s):

Subin Im ◽

Charlotte H. Mason ◽

Mark B. Houston

Keyword(s):

Social Learning ◽

New Product ◽

Consumer Innovativeness ◽

Service Adoption ◽

Product Service

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Understanding the dual role of habit in cross-channel context: an empirical analysis of mobile payment

International Journal of Mobile Communications ◽

10.1504/ijmc.2021.117388 ◽

2021 ◽

Vol 19 (5) ◽

pp. 627

Author(s):

Yingying Hu ◽

Ling Zhao ◽

Sumeet Gupta ◽

Xiuhong He

Keyword(s):

Empirical Analysis ◽

Dual Role ◽

Mobile Payment

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Role of Personal Innovativeness in Intentions to Adopt Mobile Services – Cross-Service Approach

Encyclopedia of E-Business Development and Management in the Global Economy ◽

10.4018/978-1-61520-611-7.ch080 ◽

2010 ◽

pp. 801-811

Author(s):

Sanna Sintonen ◽

Sanna Sundqvist

Keyword(s):

Mobile Communications ◽

Text Messaging ◽

Mobile Services ◽

Mobile Service ◽

Mobile Business ◽

Business Markets ◽

Personal Innovativeness ◽

Service Adoption ◽

Adoption Decisions

Because only a fraction of new service ideas are successful, and due to the turbulence and dynamics in mobile business markets, a thorough understanding of factors underlying mobile service adoption decisions is necessary. Use of mobile communications has been increasing extensively (Watson et al., 2002). Today, an extensive selection of mobile services is available to consumers. However, consumers use mobile devices mainly for simple services, like text messaging (Nysveen et al., 2005a). In order to better understand the acceptance of mobile services, it is necessary to study behavioral intentions (i.e. antecedents of actual adoption behavior) of consumers adopting new mobile services.

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