Examining mobile based payment services adoption issues

2015 ◽  
Vol 28 (4) ◽  
pp. 490-507 ◽  
Author(s):  
Parijat Upadhyay ◽  
Manojit Chattopadhyay
Keyword(s):  
Service Providers ◽  
Value Added ◽  
Perceived Usefulness ◽  
Transfer Payment ◽  
Steady Increase ◽  
System Quality ◽  
Content Type ◽  
Validated Questionnaire ◽  
Short Period ◽  
Payment Services

Purpose – The purpose of this paper is to make a unified approach in identifying the issues affecting usage intention of mobile-based payment services. The work aims to analyze the reduced factors from data obtained from a survey to highlight the influencers of usage intention mobile-based payment in an integrated manner by incorporating the technical characteristics, technology-specific characteristics, user-specific characteristics and task-specific characteristics. Design/methodology/approach – A nationwide primary survey was conducted using validated questionnaire requesting response for 11 factors obtained from published literature. In all, 196 respondents participated in the survey in India. Valid responses were analyzed using Growing Hierarchical Self-Organizing Map (GHSOM) model. The interactive GHSOM application was applied to automatically determine the filtering rules for clustering. Findings – The hierarchical structure of clusters as obtained by applying GHSOM is mainly influenced by factors like innovativeness, discomfort, system quality, perceived usefulness, perceived ease of use, task-fit, connectivity, absorptive capacity and structural assurance. Research limitations/implications – Increasing trend of online and mobile-based payment has been observed and reported by several studies in India. The frequency of online transactions by women have shown a steady increase over a short period of time. But the survey obtained higher percentage of data from males. Thus future researchers could focus on this aspect to study the influence of this rising trend on adoption of services like mobile-based payment. Trust and existence of physical institutions seem to affect the perception and usage intention. Future researchers may explore the influence of these two issues in situations where there has been some reported cases of breach of trust. Originality/value – There has been very few studies conducted which reported mobile-based transfer payment adoption issues where-in the transfer mechanism is independent of formal banking. Also no other study adopted the GHSOM approach to analyze the data. The findings would be beneficial for service providers of mobile-based payment services to understand their subscribers and roll out value-added services.

Analyzing user perspective on the factors affecting use intention of mobile based transfer payment

2016 ◽  
Vol 26 (1) ◽  
pp. 38-56 ◽  
Author(s):  
Parijat Upadhyay ◽  
Saeed Jahanyan
Keyword(s):  
Service Providers ◽  
Value Added ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Transfer Payment ◽  
System Quality ◽  
Content Type ◽  
Factors Affecting ◽  
Validated Questionnaire ◽  
Payment Services

Purpose – This study makes an integrated approach in identifying the factors affecting usage intention of mobile-based payment services. Such services are being marketed aggressively by cellular service providers and are different from usual mobile-based banking. The study incorporates prominent factors like the technical characteristics, technology-specific characteristics, user-specific characteristics, and task-specific characteristics and others from published literature. The purpose of this paper is to highlight those factors which have significant impact on the adoption of such service so that the adoption rate can be increased. Design/methodology/approach – A nationwide primary survey was conducted using validated questionnaire requesting response for the factors obtained from published literature. In total, 196 respondents participated in the survey. Totally, 11 hypotheses were formulated and statistically tested for their significance in context to the study. Confirmatory study was on the significant factors and a model has been proposed. Findings – The study finds that factors like perceived usefulness, perceived ease of use, system quality, connectivity, discomfort, task-technology fit and structural assurance have significant impact on the usage intention of mobile money services whereas factors such as perceived monetary value, absorptive capacity and personal innovativeness have been found to be insignificant. Originality/value – There have been no studies conducted which reported mobile-based transfer payment adoption issues where-in the transfer mechanism is independent of formal banking. The findings would be beneficial for service providers of mobile-based payment services to understand their subscribers and roll out value added services.

An empirical study on continuance intention of mobile social networking services

2014 ◽  
Vol 26 (2) ◽  
pp. 168-189 ◽  
Author(s):  
Lingling Gao ◽  
Xuesong Bai
Keyword(s):  
Information Quality ◽  
Service Providers ◽  
Network Size ◽  
Perceived Usefulness ◽  
Mobile Service ◽  
System Quality ◽  
Continuance Intention ◽  
Content Type ◽  
Factors Affecting ◽  
Mobile Sns

Purpose – Users' continuance intention is vital to the future of mobile social networking service (SNS) with rapid development and intensive competitions among its providers. The purpose of this research is to identify the factors affecting mobile SNS users' continuance intention. Design/methodology/approach – Data from an online survey administered to 228 mobile SNS users are used to test the research model through the use of structural equation modelling. Findings – The results show that flow, perceived usefulness and satisfaction determine continuance intention of mobile SNS. Moreover, the authors found that referent network size and perceived complementarity are the main factors affecting flow, whereas information quality is the main factor affecting perceived usefulness. Only system quality significantly affects satisfaction. Practical implications – The results imply that mobile service providers need to take the functional characteristics of the mobile SNS (e.g. system quality and information quality), network externalities (referent network size and perceived complementarity) and flow experience into consideration when encouraging users' continuance intention towards mobile SNS. Originality/value – Extant research has focused on initial adoption and usage of mobile SNS and has seldom considered post-adoption usage, which is critical to mobile service providers' success. This research tries to fill the gap by examining continuance intention to use mobile SNS. The theory embedded within the IS success model, network externalities and flow theory articulated that these three research domains can be integrated to better understand the factors that influence mobile SNS users' continuance intention.

Factors influencing adoption of e-services in rural India – perspectives of consumers and service providers

2019 ◽  
Vol 12 (2) ◽  
pp. 215-230 ◽  
Author(s):  
Arghya Ray ◽  
Pradip Kumar Bala ◽  
Shilpee A. Dasgupta ◽  
Narayanasamy Sivasankaran
Keyword(s):  
Rural Areas ◽  
Service Providers ◽  
Value Added ◽  
Perceived Usefulness ◽  
Rural India ◽  
Content Type ◽  
Service Adoption ◽  
Digital Era ◽  
Factors Influencing ◽  
Societal Development

Purpose This paper aims to explore the consumers’ and service-providers’ perspectives on the factors influencing adoption of e-services in rural India. The purpose is to enable better diffusion of technology for societal development in this digital era. Design/methodology/approach Using qualitative-based multiple-participant interviews, this study explores the factors affecting e-service adoption from two different perspectives. While interviews were conducted in five villages with 14 respondents to find out the perspectives of the consumers, this study also explores the service-providers’ perspectives through interviews conducted among 11 managerial respondents. Findings Catering to personal needs, improving perceived usefulness, value-added options, data analytics for better understanding customers and improving service delivery of the e-service are the major factors identified by the service-providers. The study also concludes that convenience, compatibility, societal influence and availability of value-added addition of the e-service are decisive in e-service adoption from the perspectives of the consumers. Research limitations/implications The first limitation of this research is that there can be common method bias. Second, there were overlapping themes. Practical implications This study can help researchers working on the adoption of e-services in under-developed/developing countries. The findings of this study may help industries to focus on the determinants while designing the e-services for improving their rate of adoption. Social implications This study will help in better diffusion of e-services in rural areas, which in turn will help in societal development in this digital era. Originality/value The focus is on societal development through the adoption of e-services in rural areas. To the best of the knowledge of the researchers, no qualitative study has been performed to capture the perspectives of both the service-providers and the consumers on the adoption of e-services in India.

An investigation of mobile payment (m-payment) services in Thailand

2016 ◽  
Vol 8 (1) ◽  
pp. 37-54 ◽  
Author(s):  
Chanchai Phonthanukitithaworn ◽  
Carmine Sellitto ◽  
Michelle W.L. Fong
Keyword(s):  
Technology Acceptance ◽  
Conceptual Model ◽  
Structural Equation ◽  
Business Models ◽  
Service Providers ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Payment ◽  
Content Type ◽  
Payment Services

Purpose – Despite the significant efforts by the Thai Government to promote the use of mobile payment (m-payment) services, this new mode of financial payment has had limited consumer interest. Indeed, whilst it is seemingly desirable to facilitate the uptake of m-payment services given government promotion, limited research has been undertaken to examine the factors that might promote adoption. The purpose of this paper is to address this research gap. Design/methodology/approach – The study developed a conceptual model based on elements of innovation diffusion theory and technology acceptance. The model was empirically validated using structural equation modelling analysis using the responses gained from 529 Thai mobile phone users. The intercept interview/survey across eight different locations was the instrument used for data collection. Findings – The empirical results indicate that consumer adoption of m-payment services in Thailand was determined by four factors – compatibility, subjective norm, perceived trust, and perceived risk. Surprisingly, the construct of perceived usefulness, perceived ease of use, and perceived cost were found not to have a direct effect on behavioural intention. Research limitations/implications – The results regarding electronic payments highlight the importance of four factors that are fundamental in understanding consumer behaviour in regards to financial m-payments. The conceptual model developed in the study is well suited as a primary research framework to explore other aspect of technological innovation in a Thai context. Even though the model is not generalisable, it has the potential to be refined for use in other countries. The findings from the research contribute to the small, but growing number of studies focusing on technological business innovation in Thailand. Practical implications – The results of this study will be of value to various groups associated with m-payment services such as mobile network operators, financial institutions, and payment service providers. The findings will potentially inform appropriate service strategies and business models in order to improve the uptake of this type of financial payment by Thai consumers. The factors identified are significant in informing how the capacity of the Thai Government’s investment in electronic infrastructure could be more fully utilised. Originality/value – This study adds to the literature by bridging the gap in explaining consumer intentions to adopt new technological services amongst people who know about the service but have not adopted it as yet. Moreover, this paper is a pioneer study about the adoption of m-payment services in Thai setting.

An empirical investigation of tourist’s choice of service delivery options

2017 ◽  
Vol 29 (7) ◽  
pp. 1892-1913 ◽  
Author(s):  
Arun Kumar Kaushik ◽  
Zillur Rahman
Keyword(s):  
Service Delivery ◽  
Service Providers ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Technology Readiness ◽  
Extensive Literature ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Service Employees ◽  
Delivery Options

Purpose This paper aims to offer and examine a conceptual model of tourist innovativeness toward self-service technologies (SSTs) to confirm whether tourists prefer service delivery by SSTs over employees in an offline hospitality environment. Design/methodology/approach Tourists’ perceived usefulness (PU) of SSTs and need for interaction (NI) with service employees have been taken as crucial mediating variables to examine the effects of perceived ease of use and technology readiness index personality dimensions toward SST and employee-based service adoption. Findings Findings reveal that both “NI” and “PU” play significant roles in Technology Readiness and Acceptance Model (TRAM) when tourists select one of two service delivery options – SSTs and service employees. Research limitations/implications The foremost limitation of the study is its dependence on domestic tourist samples. However, such samples were chosen because tourists comprising these samples tend to use similar service delivery options more, in turn increasing their use of SSTs available in sample hotels. Practical implications The study gives a deeper understanding of TRAM with an extremely crucial mediating variable (NI) in an offline service context. It also provides useful insights to service providers and policy makers for developing new strategies and policies to enhance user experience. Social implications This study recommends the usage of numerous SSTs by tourists. Originality/value During extensive literature review carried out in this research, no study was found that proposed such an effective framework in an offline service context.

scholarly journals Predicting Consumer Intention to Use Mobile Payment Services: Empirical Evidence from Vietnam

2016 ◽  
Vol 8 (1) ◽  
pp. 117 ◽  
Author(s):  
The Ninh Nguyen ◽  
Tuan Khanh Cao ◽  
Phuong Linh Dang ◽  
Hien Anh Nguyen
Keyword(s):  
Empirical Evidence ◽  
Service Providers ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Payment ◽  
Future Research ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Payment Services ◽  
The Impact

<p>Mobile payment has relative advantages compared to other payment methods, thus providing benefits for both consumers and the society. This study attempts to examine factors influencing consumer intention to use mobile payment services. Survey data are used to investigate the impact of consumers’ perceptions of mobile payment services and social influence on use intention. Empirical evidence from 489 Vietnamese consumers confirms a significant relationship between the factors and behavioral intention, and reveals that perceived trust is the strongest predictor of intention to use mobile payment services followed by perceived ease of use, perceived enjoyment, perceived behavioral control, perceived usefulness and subjective norm, respectively. The results contribute to the evolving literature, and suggest that mobile payment service providers should particularly focus on building up consumer trust, and making their services clear, understandable and easy to use. Future research directions for extending this study are also discussed.</p>

Understanding users’ behavioral intention to use voice assistants on smartphones through the integrated model of user satisfaction and technology acceptance: a survey approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mine Bertan Yılmaz ◽  
Kerem Rızvanoğlu
Keyword(s):  
Regression Analysis ◽  
Technology Acceptance ◽  
Behavioral Intention ◽  
User Satisfaction ◽  
Integrated Model ◽  
Perceived Usefulness ◽  
Intention To Use ◽  
System Quality ◽  
Content Type ◽  
Behavioral Intention To Use

Purpose This study aims to determine system quality (SQ) and information quality (IQ) characteristics of voice assistants (VA) on smartphones that are affecting users’ satisfaction and technology acceptance, and how these affect behavioral intention (BI) to use. Design/methodology/approach This study uses the integrated model of user satisfaction and technology acceptance to evaluate users’ behavioral intention to use VAs on smartphones. The model represents a causal chain from the key characteristics of SQ and IQ to beliefs and attitudes that ultimately affect use. An online survey was conducted with 75 university students, and the data was analyzed using multivariate analysis: Simple linear regression analysis and multiple regression analysis. Findings While SQ and IQ of VAs had stronger effects on perceived ease of use (PEU), information satisfaction and PEU showed significant influences on perceived usefulness (PU). The results supported the influence of PEU, PU, and attitude on BI to use but with lesser effect than what PU and attitude together had on BI. Research limitations/implications The sample was drawn from a population of students at a single and small university. Although this study received 160 responses, only 75 were appropriate for analysis. Originality/value There is no research, which adopts technology acceptance and user satisfaction approaches to VAs. To measure the causal effects, this study determined system and information characteristics that could explain SQ and IQ of the current VAs on smartphones. This study tested the proposed framework within the scope of the integrated approach.

A hybrid model for exploring the antecedents of cloud ERP continuance

2019 ◽  
Vol 15 (2) ◽  
pp. 215-235 ◽  
Author(s):  
Yung-Ming Cheng
Keyword(s):  
Hybrid Model ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
System Quality ◽  
Continuance Intention ◽  
Is Success ◽  
Content Type ◽  
Is Success Model ◽  
Delone And Mclean ◽  
Success Model

Purpose This study aims to propose a hybrid model based on expectation–confirmation model (ECM), DeLone and McLean IS success model and task-technology fit (TTF) model to examine whether quality factors and TTF as the antecedents to user beliefs can affect organizational users’ continuance intention of cloud enterprise resource planning (ERP). Design/methodology/approach Sample data for this study were collected from end-users of cloud ERP working in companies in Taiwan. A total of 370 questionnaires were distributed in the 37 sample companies, and 315 (85.1 per cent) usable questionnaires were analyzed using structural equation modeling in this study. Findings This study’s findings indicated that users’ perceptions of system quality, information quality and TTF all contributed significantly to their satisfaction, confirmation and perceived usefulness (PU) of cloud ERP, which in turn directly or indirectly led to their continuance intention of cloud ERP; that is, the results strongly supported the hybrid model integrating ECM, DeLone and McLean IS success model and TTF model with all hypothesized links being significant. Originality/value Empirically, this study’s research model capturing ECM, DeLone and McLean IS success model and TTF model has significantly shed light on the possible formulation of a richer post-adoption model. Noteworthily, considerably more attention should be paid to the fit between information-related characteristics and cloud ERP users’ work goals and needs, while TTF, based on both system-related and information-related technology characteristics, significantly contributes to users’ satisfaction, confirmation and PU, which together directly or indirectly explain their intention to continue using cloud ERP.

Utilizing the Push-Pull-Mooring-Habit framework to explore users’ intention to switch from offline to online real-person English learning platform

2019 ◽  
Vol 29 (1) ◽  
pp. 167-193 ◽  
Author(s):  
Yu-Hsin Chen ◽  
Ching-Jui Keng
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
English Learning ◽  
Content Type ◽  
Learning Platform ◽  
Perceived Price ◽  
Real Person

Purpose The purpose of this paper is to develop an extended Push-Pull-Mooring-Habit (PPMH) framework in order to better understand users’ intention of switching from offline to an online real-person English learning platform service. Design/methodology/approach Based on 301 valid responses collected from an online survey questionnaire, structural equation modeling was employed to examine the research model. Findings The causal model was validated using SmartPLS 3.0, and all study hypotheses were supported. The results show that push effects (learning convenience, service quality and perceived price), pull effects (e-learning motivation, perceived usefulness), mooring effects (learning engagement, switching cost and social presences) and habit effects (relationship inertia) all significantly influence users’ switching intentions from offline to an online real-person English learning platform. Practical implications The findings should help online English learning service providers and marketers to understand the intention of offline English learning users to switch to an online real-person English learning platform, and develop related theories, services and regulations. Originality/value The present study extends the prior research of an online real-person English learning platform by providing PPMH as the general framework and demonstrating its efficacy in explaining user switching intentions.

Business strategy for environmental social governance practices: evidence from telecommunication companies in Malaysia

2019 ◽  
Vol 16 (2) ◽  
pp. 271-289
Author(s):  
Nur Syuhada Jasni ◽  
Haslinda Yusoff ◽  
Mustaffa Mohamed Zain ◽  
Noreena Md Yusoff ◽  
Nor Syafinaz Shaffee
Keyword(s):  
Business Strategy ◽  
Service Providers ◽  
Value Added ◽  
Telecommunications Industry ◽  
Survival Strategies ◽  
Business Strategies ◽  
Economic Activities ◽  
Content Type ◽  
Social Governance ◽  
Telecommunications Companies

Purpose The present digital era has integrated the conventional telecommunications companies as service providers in this ever-competitive environment. Towards gaining business competitiveness, businesses are operated from the stance of dynamic business model that places focus on both economic activities and, more importantly, value-added benefits. One essential value embedded into business strategies refers to the aspect of sustainability in conjunction to environmental social governance (ESG). Within the context of Malaysia, ESG practices have been expected to grow rapidly in years to come, along with the vision of becoming a digital economy nation, by 2050. The continuous discussions appear to support the significance of implementing ESG practices amidst organizations, which in turn, could enhance a more sustainable economic growth for the country. Although many studies have probed into the dimensions of ESG, little attention has been given to the ESG practices incorporated into business strategy agenda. Design/methodology/approach This paper combed through the literature to retrieve the multi-dimensions of ESG concepts, as well as related in-depth insights into ESG disclosures amongst leading companies established in Malaysia. As for the research design, this study used the content analysis method and the ESG Grid as the benchmarking tool to explore superior commitments amongst its peers. Findings As a result, this study stumbled upon two major outcomes: the pattern of ESG disclosures in telecommunications industry and the approaches in implementing ESG practices in telecommunications companies. These two aspects appear essential to establish a competitive advantage, apart from addressing the issues raised by concerned stakeholders. Research limitations/implications Future studies may explore deeper into comprehending the ESG practices by using the interview method and incorporating other industry or arena. Practical implications The decisions made by the companies to invest in ESG practices mark the ability of a company in devising viable survival strategies within the industry. Originality/value Hence, this study offers several vital insights into the practical value to learn from the best experiences, aside from analyzing the current progress of ESG practices within the context of developing nation.

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