Investigation of Consumer Behavior in Using Mobile Payment Services - A Case Study of Mobile Recreational Services in Taiwan

2011 ◽  
pp. 630-642
Author(s):  
Maria Ruey-Yuan Lee ◽  
Yi-chen Lan ◽  
Hsiang-ju Su
Keyword(s):  
Mobile Phone ◽  
Consumer Behaviour ◽  
Service Providers ◽  
Value Added ◽  
Mobile Service ◽  
Banking Services ◽  
Recreational Services ◽  
Market Opportunities ◽  
Travel Services

The growing popularity of the mobile phone and the diverse functionality of mobile services have forced mobile service providers to enter into a highly competitive business arena. In digital life today, mobile phone services are not restricted merely to communicating with people but more and more value-added services have emerged to amalgamate disparate industries/businesses and open up greater market opportunities. These disparate industries/businesses may include recreational and travel services, mobile learning services, mobile banking services, and many others. Nevertheless the service providers must understand the consumer behaviour in value-added services in order to enhance their product design. The key objectives of this research is to investigate and analyze the relationships between the consumer behaviour, consumer personality and lifestyle in adopting mobile recreational services; and provide recommendations to the service providers for increasing competitiveness—in the context of Taiwan.

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

scholarly journals An Empirical Analysis of Mobile Banking Adoption in Vietnam

2020 ◽  
Author(s):  
Bui Nhat Vuong
Keyword(s):  
Mobile Phone ◽  
Structural Equation ◽  
Banking Sector ◽  
Service Providers ◽  
The Body ◽  
Equation Modeling ◽  
Perceived Behavioral Control ◽  
Intention To Use ◽  
Mobile Banking ◽  
Banking Services

Mobile phones with banking technology are becoming more readily available in Vietnam. Similarly, many financial institutions and mobile phone service providers are teaming up to provide several banking services to customers via the mobile phone. However, the number of people who choose to adopt or use such technologies is still relatively low. Therefore, there is a need to assess the acceptance of such technologies to establish factors that hinder or promote customer’s intention to use mobile banking. Survey data collected from 452 consumers was analyzed to provide evidence. Results from the partial least squares structural equation modeling (PLS-SEM) using the SmartPLS 3.0 program indicated that perceived easy to use, perceived credibility, usefulness, attitude, perceived behavioral control and subjective norm are significant with respect to the customer’s intention to use mobile banking services. The results of the data analysis contribute to the body of knowledge by demonstrating that the above factors are critical in intention to use mobile banking in a developing country context. The finding of this study can also help marketers in the banking sector offer more suitable marketing strategies in their field in order to make higher attractiveness with mobile banking

scholarly journals The Utilization of Mobile Money Services in Small Scale Enterprises:A Case Study

2019 ◽  
Vol 4 (6) ◽  
Author(s):  
Suryakanthi Tangirala ◽  
Samuel Nlondiwa
Keyword(s):  
Mobile Phone ◽  
Service Providers ◽  
Small Scale ◽  
Small Enterprises ◽  
Mobile Money ◽  
Different Types ◽  
The Subject ◽  
Transactional Costs

Mobile money is an electronic wallet service that allows users to store, send and receive money using their mobile phone. This research is an effort to find out the adoption and utilization of mobile money services in small sized enterprises located in Gaborone, Botswana. Inevitably, other aspects such as different types of transactions carried out using mobile money services in small business, customer’s perception on quality of mobile money service providers, impeding factors of mobile money adoption are also studied for wider understanding of the subject. The findings of the study show that small enterprises use mobile money services to carryout transactions but the level of adoption is not significant. The study revealed that transactional costs and connectivity issues are major barriers of adoption of mobile money services. In conclusion the study recommended that the service providers must improve the connectivity issues and reduce transaction charges in order to increase the utilization of mobile money services

Innovation and Financial Inclusion in Kenya Innovation and Financial Inclusion in Kenya

2017 ◽  
pp. 207-227
Author(s):  
Josphat Njuguna Omanga ◽  
Johannes Kabderian Dreyer
Keyword(s):  
Mobile Phone ◽  
Financial Services ◽  
Financial Innovation ◽  
Disruptive Innovation ◽  
Financial Inclusion ◽  
Mobile Service ◽  
Informal Providers ◽  
Money Transfers

This chapter analyzes the role of financial innovation and mobile phone technologies to financial inclusion in Kenya. In order to do so, a case study on M-PESA is conducted, the leading mobile service of money transfers in Africa, which is offered by Safaricom. M-PESA services are cheap and easy to use in comparison to other formal and informal providers of financial services. It solves two different problems in Kenya: customers do not have to travel anymore long distances to reach financial services and more people can afford them. As result and in line with the literature, this chapter suggests that M-PESA services can be considered a type of disruptive innovation that promotes financial inclusion and wealth growth in Kenya.

scholarly journals Before Corona and After Corona as New Global Milestones in The Theory and Practice of Consumer Behaviour: Evidence from Vending Industry

2021 ◽  
Vol 92 ◽  
pp. 06021
Author(s):  
Jana Majerova ◽  
Lukas Vartiak
Keyword(s):  
Consumer Behaviour ◽  
Value Added ◽  
Theory And Practice ◽  
Personal Contact ◽  
Future Trends ◽  
Theoretical Approaches ◽  
Purchasing Behaviour ◽  
Light And Shadow ◽  
The Impact

Research background: In the light and shadow of contemporary global situation, Corona pandemic crisis can be established as new milestone in economic and managerial theory and practice. It has flew over national markets as black swan and it has totally destroyed so far formulated models and patterns. No one industry has stayed untouched. Purpose of the article: The aim of this paper is to identify changes in consumer behaviour caused by Corona pandemic crisis in relevant industry of national economy. Methods: The aim of this paper will be fulfilled by applying comparative analysis on the case study of vending industry provided on chronological basis. The reason for choosing this industry lies in the specifics of this industry – i.e. elimination of personal contact and nonstop functioning not only in closed but also in open air places. Thus, it can be expected that the impact of Corona pandemic crisis characterized by lockdown, social distancing and strict hygienic steps would be minimal in this case. Findings & Value added: It has been already stated that Corona pandemic crisis has a potential to modify so far formulated theoretical approaches to consumer behaviour. By providing own research, this fact has been proven. Based on these findings, it is possible to identify future trends in purchasing behaviour not only in case of chosen industry but also generally. These are mainly connected with the shift in perception of consumption and savings, the preference of cash less payment and the change in philosophy of personal alimentation.

scholarly journals The Rush To Outsource: The Interplay Of Location And Dislocation

2011 ◽  
Vol 3 (2) ◽  
Author(s):  
David P. Boyd
Keyword(s):  
Service Providers ◽  
Value Added ◽  
It Services ◽  
Business Process Outsourcing ◽  
Job Transfer ◽  
Near Term ◽  
Architecture Development ◽  
Product Assembly

In their quest for economic efficiency, American firms are increasingly outsourcing their processes as well as their products. Companies may outsource operations themselves or use the services of special outsource firms such as contract manufacturers and external service providers (ESPs). The present study focuses on evolving dynamics within these intermediaries, particularly their accelerated move to offshore operations. This paper examines the causes and effects of this trend. The first casualties register in the American workforce. Though U.S. firms and consumers enjoy some near-term benefit from this job transfer, long-term implications are ominous. By broadening their geographic locus and hiring local professionals, ESPs unwittingly expedite the emergence of an indigenous labor pool to replace them. Already domestic providers are encountering local ventures that offer value-added technology in upstream areas like architecture, development and integration. If such firms continue to gain recognition in high-end activity, they may credibly lay claim to the commodity work of product assembly and transaction processes. American firms are targeting these same areas, especially the nascent realm of business process outsourcing (BPO). As U.S. outsourcers rush relentlessly downstream and transplant their backend support services to overseas locations, they may be outsourcing their own future. The paper will give three case study examples at each end of this labor food chain. As domestic examples we include a domestic contract manufacturer and a BPO provider. Both firms have established an overseas presence. Lastly, we examine an overseas competitor leveraging its upstream success in high-value IT services to secure a beachhead in BPO.

Exploring the Dimensions of Mobile Banking Service Quality

2016 ◽  
Vol 3 (3) ◽  
pp. 60-76 ◽  
Author(s):  
Nabila Nisha
Keyword(s):  
Mobile Phone ◽  
Information Quality ◽  
Banking Sector ◽  
Service Providers ◽  
Mobile Banking ◽  
Banking Services ◽  
Banking Service ◽  
Delivery Services ◽  
Facilitating Conditions

Today, mobile phone is an essential part of the lives of most people – a reason why, banking sector and mobile phone service providers have teamed up to provide banking services to customers via mobile phones. However, customers often are critical of the quality of such alternative financial delivery services provided by banks. The aim of this paper is to examine the underlying factors and service qualities that can influence customers' behavioral intentions towards the use of mobile banking services in Bangladesh. The hybrid model in this study identifies service qualities like reliability, privacy, information quality, responsiveness and empathy that capture customers' overall perceptions of the performance of mobile banking services. In addition, other factors like performance expectancy, effort expectancy and facilitating conditions significantly influence customers' intention to use such services. Implications of these findings provide practical recommendations to banking industry, and directions for further work from the perspective of Bangladesh.

Demographic Factors Influencing the Adoption of Mobile Phones in the Utilization of Formal Financial Services by Smallholder Farmers in Kenya

2020 ◽  
Vol 2 (1) ◽  
pp. 81-92
Author(s):  
Joseph Masinde Wabwire
Keyword(s):  
Mobile Phone ◽  
Mobile Phones ◽  
Financial Services ◽  
Service Providers ◽  
Smallholder Farmers ◽  
Linear Regression Analysis ◽  
Demographic Factors ◽  
Simple Random Sampling ◽  
Mobile Service ◽  
Factors Influencing

The study aimed at assessing the demographic factors influencing adoption of mobile phones in the utilization of formal financial services by smallholder farmers in Kenya. Financial access household survey showed that 80 percent of Kenyan adults own a formal bank account. Whilst significant advances have been made in financial technology products, their penetration and usage among smallholder farmers in utilizing financial services and particularly the demographic factors influencing them remains unestablished. Research into more innovative, intermediated solutions, effective participation and inclusion of appropriate community-based groups in mobile financial services is, therefore, necessary. The target population for this study were smallholder farmers from Nakuru, Busia and Kirinyaga Counties in Kenya.  Simple random sampling and Convenience sampling techniques were used to select 496 smallholder farmers as respondents for the study. Data was collected using copies of a researcher developed questionnaire and data collection sheet. Quantitative data was analysed using multiple linear regression analysis with the aid of SPSS software. The findings revealed that demographic factors were important in predicting mobile phone utilization for formal financial services among smallholder farmers in Kenya. Therefore, the study recommends that mobile phone mobile service providers should collaborate with financial service providers to enable the farmers upgrade their phones to access more financial services platforms.

Mobile Portals

2009 ◽  
pp. 171-180
Author(s):  
Ofir Turel ◽  
Alexander Serenko
Keyword(s):  
Service Providers ◽  
Value Added ◽  
Mobile Services ◽  
Mobile Service ◽  
Value Proposition ◽  
Value Drivers ◽  
International Telecommunication ◽  
Wireless Service ◽  
Wireless Users ◽  
Number Of Publications

The diffusion of mobile services is one of important technological phenomena of the twenty-first century (Dholakia & Dholakia, 2003). According to the International Telecommunication Union,1 the number of mobile service users had exceeded 1.5 billion individual subscribers by early 2005. This represents around one-quarter of the world’s population. The introduction of .mobi, a new toplevel domain,2 is expected to further facilitate the usage of mobile services. Because of their high penetration rates, mobile services have received cross-disciplinary academic attention (e.g., Ruhi & Turel, 2005; Serenko & Bontis, 2004; Turel, Serenko & Bontis, 2007; Turel, 2006; Turel & Serenko, 2006; Turel & Yuan, 2006; Turel et al., 2006). While the body of knowledge on mobile services in general is growing (Krogstie, Lyytinen, Opdahl, Pernici, Siau, & Smolander, 2004), there seems to be a gap in our understanding of a basic, yet important service that mobile service providers offer, namely mobile portals (m-portals). M-portals are wireless Web pages that help wireless users in their interactions with mobile content and services (based on the definition by Clarke & Flaherty, 2003). These are a worthy topic for investigation since, in many cases, they represent the main gate to the mobile Internet and to wireless value-added services (Serenko & Bontis, 2004). Particularly, users of premium wireless services typically employ m-portals to discover and navigate to wireless content such as news briefs, stock quotes, mobile games, and so forth. Given this, m-portals have a strong value proposition (i.e., a unique value-added that an entity offers stakeholders through its operations) for both users and service providers. These value dimensions, which drive the implementation and the use of m-portals, are explored in the subsequent sections. Despite that a number of publications solely devoted to the topic of m-portals already exist, there are very few works that not only present the concept of mobile portals, but also portray their characteristics and discuss some of the issues associated with their deployment by service providers and employment by individual users. The value proposition of mobile portals was rarely explored in depth, and some motivational factors for developing and using mobile portals still remain unclear. To fill this gap, this article explores value proposition of mobile portals from both a wireless service provider and an individual user perspective. Based on this discussion, two conceptual frameworks are suggested. The rest of this article is structured as follows. First, the key value drivers of m-portals from a wireless service provider’s viewpoint are portrayed. Second, a framework that depicts the unique attributes of mobile portals and their impact on the value users derive from these services is offered. This framework is then utilized for discussing some of the challenges mobile portal developers and service providers currently face. These obstacles need to be overcome in order for service providers and users to realize the true value of mobile portals.

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