Evaluating the sustainable use of mobile payment contactless technologies within and beyond the COVID-19 pandemic using a hybrid SEM-ANN approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohammed A. Al-Sharafi ◽  
Noor Al-Qaysi ◽  
Noorminshah A. Iahad ◽  
Mostafa Al-Emran
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Sustainable Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Mobile Payment ◽  
Content Type ◽  
Perceived Trust ◽  
Model Based ◽  
Managerial Implications

PurposeWhile there is an abundant amount of literature studies on mobile payment adoption, there is a scarce of knowledge concerning the sustainable use of mobile payment contactless technologies. As those technologies are mainly concerned with security and users' trust, the question of how security factors and trust can influence the sustainable use of those technologies within and beyond the COVID-19 pandemic is still unanswered. This research thus develops a theoretical model based on integrating the protection motivation theory (PMT) and the expectation-confirmation model (ECM), extended with perceived trust (PT) to explore the sustainable use of mobile payment contactless technologies.Design/methodology/approachThe developed model is evaluated based on data collected through a web-based survey from 523 users who used contactless payment technologies. Unlike the existing literature, the collected data were analyzed using a hybrid structural equation modeling-artificial neural network (SEM-ANN) technique.FindingsThe data analysis results reinforced all the proposed relationships in the developed model. The sensitivity analysis results showed that PT has the largest impact on the sustainable use of mobile payment contactless technologies with 97.2% normalized importance, followed by self-efficacy (SE) (77%), satisfaction (72.1%), perceived vulnerability (PV) (48.9%), perceived usefulness (PU) (48.2%), perceived severity (PS) (40.7%), response efficacy (RE) (28.7%) and response costs (RCs) (24.1%).Originality/valueThe originality of this research lies behind the development of an integrated model based on PMT and ECM to understand the sustainable use of mobile payment contactless technologies. The study provides several managerial implications for decision-makers, policy-makers and service providers to ensure the sustainability of those contactless technologies within and beyond the COVID-19 pandemic.

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.

Deriving managerial implications through SERVQUAL gap elasticity in UAE banking

2018 ◽  
Vol 35 (4) ◽  
pp. 940-964 ◽  
Author(s):  
Mukesh Kumar ◽  
K.S. Sujit ◽  
Vincent Charles
Keyword(s):  
United Arab Emirates ◽  
Structural Equation ◽  
Service Providers ◽  
Traditional Approach ◽  
Equation Modeling ◽  
Relative Importance ◽  
Linear Regression Models ◽  
Content Type ◽  
Managerial Implications ◽  
The Right

Purpose The purpose of this paper is to propose the microeconomics concept of elasticity to estimate the SERVQUAL gap elasticity to derive important insights for service providers to develop the right strategies to bridge the overall gap in service. Design/methodology/approach The dimensions of SERVQUAL adopted from Parasuraman et al. (1988) and Kumar et al. (2009) are first verified for their unidimensionality using structural equation modeling and reliability in the context of United Arab Emirates banking industry. Furthermore, the technique of dominance analysis is used to derive the relative importance of dimensions for different groups of banks. Finally, the stepwise log-linear regression models are used to estimate the gap elasticity to measure the responsiveness of the overall SERVQUAL gap to a change in customers’ perception on different dimension. Findings The results reveal that the dimension which is prioritized as the most important dimension need not to be the one to be targeted under the resource constraint to react faster to the changes of customers’ banking behavior. Originality/value This is probably the first attempt to examine the service quality through gap elasticity. This method is especially useful when the traditional approach to measure relative importance of critical factors fails to clearly discriminate between two or more dimensions, which, in turn, may lead to failure in decision making to choose the right strategies to bridge the overall gap in the service.

A model of mobile payment usage among Arab consumers

2018 ◽  
Vol 36 (7) ◽  
pp. 1213-1234 ◽  
Author(s):  
Reem Ramadan ◽  
Jawdat Aita
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Arab World ◽  
Arab Countries ◽  
Integrative Model ◽  
Primary Data ◽  
Equation Modeling ◽  
Mobile Payment ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of perceived satisfaction with mobile payment applications based on use experience, and subsequent stated expectations on brand loyalty and future use behavior using a theory-based research integrative model of factors that influence Arabs’ intentions to use mobile payment application(s). Design/methodology/approach A conceptual model was developed using the mixed research method approach. The focus group approach was used for the qualitative study and structural equation modeling for the quantitative study. Primary data were collected online. Participants were 305 Arab consumers from nine countries in the Middle East. Findings Satisfaction with the quality of mobile payment application(s) increased use experience and enhanced consumers’ expectations, which in turn positively affected loyalty and purchase intentions. Research limitations/implications The study encompassed mobile payment application(s) in nine countries rather than focusing on one market, or on one product type and business. The paper did not perform a comparative study between sampled Arab countries, but rather it sees all countries and respondents just as Arabs. Practical implications Service providers should build mobile application(s) based on the features of usability, availability, reliability, adaptability, accessibility, responsiveness and security. Originality/value This study is one of the first studies that empirically examines mobile payment consumer’s usage behavior from nine countries of the Arab world where there is scarce research on the topic in the region.

Understanding the determinants of mobile payment continuance usage

2014 ◽  
Vol 114 (6) ◽  
pp. 936-948 ◽  
Author(s):  
Tao Zhou
Keyword(s):  
Structural Equation ◽  
Early Stage ◽  
Mobile Internet ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Mobile Payment ◽  
System Quality ◽  
Content Type ◽  
Performance Expectancy ◽  
Continuance Usage

Purpose – The purpose of this paper is to identify the factors affecting continuance usage of mobile payment. Design/methodology/approach – Based on the valid responses collected from a survey questionnaire, structural equation modeling (SEM) technology was employed to examine the research model. Findings – The results indicated that performance expectancy, trust in mobile payment and flow affect continuance usage. Among them, flow has a relatively larger effect. In addition, system quality has strong effects on performance expectancy and flow. Research limitations/implications – This research is conducted in China, where mobile internet is still in its early stage. Thus, the results need to be generalized to other countries that have developed mobile internet. Originality/value – Extant research has mainly focussed on the effects of instrumental beliefs such as perceived usefulness on mobile payment user behavior, and has seldom considered the effect of flow experience. This research tries to fill the gap.

Technology readiness, perceived ubiquity and M-commerce adoption

2017 ◽  
Vol 11 (3) ◽  
pp. 268-295 ◽  
Author(s):  
Subhadip Roy ◽  
Y.L.R. Moorthi
Keyword(s):  
Conceptual Model ◽  
Structural Equation ◽  
Service Providers ◽  
Moderating Effect ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Technology Readiness ◽  
Content Type ◽  
Systems Research

Purpose The purpose of this study is to draw concepts from marketing and information systems research and integrate them in the context of M-commerce. The authors develop a conceptual model of technology readiness (TR) affecting perceived ubiquity (PQ) (of smartphones) and PQ affecting M-commerce adoption (MA) incorporating the moderating effect of privacy concerns (PC) on the relation between PQ and MA along with the constructs perceived usefulness (PU) and perceived ease of use (PEU). Methodology The conceptual model was formulated using a set of qualitative research procedures (four focus group discussions) and tested using two questionnaire-based surveys (with 372 and 431 respondents each) in India. Exploratory and confirmatory factor analyses were conducted followed by structural equation modeling for the quantitative data. Findings Results from the quantitative study indicate a significant effect of TR on PQ, PU and PEU. All three latter constructs had a significant effect on MA. A significant moderating effect of PC on the relation between PQ and MA was also observed. Research implications The study findings enhance the literature on the antecedents of successful adoption of M-commerce and establish the role of PQ as a significant influencer of MA. Practical implications The study findings would enable service providers with a new and relevant model of M-commerce adoption. Originality The major contribution of the study is the development and validation of a model that has attitudinal variables related to technology usage and their relations to M-commerce adoption.

scholarly journals Switching to Proximity Mobile Payment: Empirical Evidence from Korean Users

2021 ◽  
Author(s):  
Hong-Lei Mu ◽  
Young-Chan Lee
Keyword(s):  
Perceived Risk ◽  
Structural Equation ◽  
Service Providers ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Switching Behavior ◽  
Equation Modeling ◽  
Mobile Payment ◽  
Perceived Ease Of Use ◽  
Modeling Analysis

Individual users' payment behaviors have changed. The diffusion of mobile devices makes people suitable for proximity mobile payment (PMP) services without the need for traditional payment. Existing mobile payment literature mainly focuses on users' adoption and continuous usage behavior, nevertheless, switching behavior on payment received little attention, especially focusing on why users switch from traditional payment to PMP. Thus, the objective of the current research is to investigate factors influencing users’ traditional payment - PMP switching to comprehend how these factors shape users’ switching intentions. We developed a traditional payment - PMP transition model based on the push-pull-mooring framework derived from migration theory. This research adopted a structural equation modeling analysis on 311 valid data. The findings indicate that a push factor drives users away from traditional payment in terms of dissatisfaction. The pull factors, including perceived substitutability and perceived usefulness, attract users to PMP. Furthermore, in terms of perceived technical compatibility, a positive mooring factor, facilitates users' switching to PMP. Negative mooring factor, in terms of perceived risk, hinder users' switching intention. However, another pull factor - perceived ease of use, failed to influence switching intention significantly. This study found some distinctions between mobile payment switching and mobile payment adoption. These findings provide pivotal insights for the mobile payment service providers.

scholarly journals Security perception in the adoption of mobile payment and the moderating effect of gender

2019 ◽  
Vol 3 (3) ◽  
pp. 179-190 ◽  
Author(s):  
Md. Alamgir Hossain
Keyword(s):  
Customer Satisfaction ◽  
Perceived Risk ◽  
Structural Equation ◽  
Negative Impact ◽  
Payment System ◽  
Equation Modeling ◽  
Mobile Payment ◽  
Content Type ◽  
Perceived Trust ◽  
Trust Factors

Purpose The mobile payment system has changed payment patterns and has the potential to improve people’s quality of life and increase the bank’s efficiency. In return, the risks and trust factors inevitably led to increased challenges and become a major concern in the adoption of mobile payment service. Yet, little is known about how risk and trust factors can affect the adoption of mobile payment. Hence, this paper aims to come into contact to solve these issues in the context. Design/methodology/approach A comprehensive research model that reflects the customer satisfaction and loyalty to the adoption of mobile payment services is developed and empirically tested using exploratory and confirmatory factor analysis and structural equation modeling. Findings Findings reveal that the perceived risk has a significant negative impact on perceived trust and customer satisfaction. Perceived trust is the most important variable in building customer satisfaction, and customer satisfaction is the reasonable predictor of customer loyalty. In addition, gender differences moderate the adoption of the mobile payment service. Originality/value The results of the study hold several implications for scholars in the field of technology adoption on financial transactions and offer valuable managerial insights to design their mobile payment adoption strategies to pursue greater acceptance and diffusion of this new payment system.

Why do customers intend to continue using internet-based sharing economy service platforms? Roles of network externality and service quality

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yung-Ming Cheng
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Sharing Economy ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Network Externality ◽  
Equation Modeling ◽  
Continuance Intention ◽  
Content Type

Purpose The purpose of this study is to integrate network externality and service quality as antecedents to the synthesis of expectation–confirmation model (ECM) and perceived ease of use (PEOU) in explaining customers’ continuance intention of internet-based sharing economy service platforms. Design/methodology/approach Sample data for this study were collected from students enrolled in a comprehensive university in Taipei, Taiwan. A total of 600 questionnaires were distributed in various campus locations, and 510 usable questionnaires were analyzed in this study, with a usable response rate of 85.0%. Collected data were analyzed using structural equation modeling. Findings The primary findings are as follows. First, service enablers’ online service quality positively affected customers’ perceived usefulness (PU), confirmation and PEOU of internet-based sharing economy service platforms, which directly or indirectly explained customers’ satisfaction and continuance intention of the platforms. Next, service providers’ offline service quality positively influenced customers’ PU of internet-based sharing economy service platforms, which in turn caused customers’ satisfaction and continuance intention of the platforms. Finally, network externality from customers’ side and service providers’ side all positively affected customers’ PU of internet-based sharing economy service platforms, which in turn led to customers’ continuance intention of the platforms. Originality/value First, this study contributes to the identification of network externality and service quality that may reveal deep insights to the understanding of customers’ continuance intention of internet-based sharing economy service platforms greatly driven by their confirmation of expectations and satisfaction with the platforms. Next, the empirical evidence on capturing ECM and PEOU for completely explaining the antecedents of customers’ continuance intention of internet-based sharing economy service platforms is well documented. Hence, this study’s findings have significantly shed light on the possible formulation of a richer post-adoption model.

Will proximity mobile payments substitute traditional payments? Examining factors influencing customers' switching intention during the COVID-19 pandemic

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hong-Lei Mu ◽  
Young-Chan Lee
Keyword(s):  
Structural Equation ◽  
Study Data ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Mobile Payment ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Mobile Payments ◽  
The Relationship

PurposeThe objective of this study is twofold: first, to investigate the determinants of customers' switching intention from traditional payments to proximity mobile payments (PMPs) during the COVID-19 pandemic for specific insight on how these factors shape customers' switching intentions; second, this study discusses the relationship between traditional payments and PMP services.Design/methodology/approachThe study data were collected from individual customers who used both traditional payments and PMP in a physical store during the COVID-19 pandemic. Structural equation modeling (SEM) was applied to analyze the validity of the variables and the causal relationships among variables based on 305 valid data.FindingsThe results show that the factor of traditional payments, that is, dissatisfaction positively and significantly influenced customers' switching intention. Factors of PMP, namely perceived usefulness (PUF) and perceived ease of use (EOU), positively and significantly impacted switching intention. In addition, the relationship between traditional payments and PMP, that is, low perceived substitutability was found to negatively influence switching intention, PUF and EOU.Research limitations/implicationsFirst, the study targets are customers with experience in using PMP after the COVID-19 pandemic. It is suggested to compare customers who had experience using PMP before and after the COVID-19 pandemic. Second, although cash and bank cards belong to the category of traditional payments, they have different degrees of contact when transactions occur. The contact rate of bank cards is lower than that of cash. This study did not differentiate between cash and bank cards, which is the main limitation.Originality/valueFirst, this study provides a reference to examine mobile payment usage from the perspective of both incumbent and alternative services conjointly under emergency situations, especially during the COVID-19 pandemic. Second, the application of migration theory to the context of mobile payment extends existing research on mobile payment. Third, this study is among the first to investigate the relationship between traditional payments and PMP.

The continuance usage intention of Alipay

2019 ◽  
Vol 32 (3) ◽  
pp. 211-229 ◽  
Author(s):  
Abul Khayer ◽  
Yukun Bao
Keyword(s):  
Structural Equation ◽  
Integrated Model ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Mobile Payment ◽  
Perceived Ease Of Use ◽  
Continuance Intention ◽  
Content Type ◽  
Map Analysis

Purpose The purpose of this paper is to examine the continuance intention of Alipay by proposing an integrated model. This paper highlights how the capacity of providing context-based information to the users plays significant role in determining the continuance intention of mobile payment like Alipay. Design/methodology/approach Data are collected from 336 Alipay users from Wuhan, P.R. China. To analyze the data, the authors apply structural equation modeling approach. Also, the authors perform importance-performance map analysis (IPMA) to identify the critical factors in explaining the continuance intention of Alipay. Findings The results of the study reveal that confirmation and perceived usefulness significantly influence the continuance intention of Alipay through satisfaction. Also, perceived usefulness, satisfaction, context and ubiquity have direct impact on the continuance intention of Alipay through attitude. According to IPMA, perceived ease of use, confirmation and context require special managerial consideration to improve their performance. Originality/value This research has proposed and validated an integrated model by incorporating context-awareness theory and technology continuance theory. This study provides significant insights that can assist respective decision-makers to formulate/adjust their strategies related to the retention of the existing users of mobile payment like Alipay.

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