Abstract
Recently, mobile payment services are becoming more and more popular. However, compared to other parts of the world, Malaysia’s mobile payment services are still in the infancy stages. Hence, this study looks to study the variables that impact Malaysian customers’ intention to adopt mobile payment services in the retailing industry. In achieving this objective, a conceptual model was developed via an integration of the Information System Success Model and Trust Transfer Theory. An online survey was conducted that yielded 359 usable responses for this study which was subsequently analyzed using PLS-SEM. The results show that customer satisfaction and trust in mobile payment have a significant relationship with the intention to adopt mobile payment services in the retailing industry. From the results of this study, there were several insights proposed to retailers, mobile payment technology companies, and mobile payment application developers. In addition, this study fills the theoretical gap of comprehending the main antecedents influencing customers’ intention to adopt mobile payment services in the retailing industry via an integrated model.
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Appendix A (Questionnaire Items)
Appendix A (Questionnaire Items)
Construct | Measurement Item |
---|---|
Information quality | IQ1: The information provided by the mobile payment program is timely |
IQ2: The information provided by the mobile payment program is accurate | |
IQ3: The information provided by the mobile payment program is relevant | |
IQ4: The information provided by the mobile payment program is useful | |
System quality | SYQ1: It's easy and convenient to make payments using mobile payment applications |
SYQ2: The mobile payment application responds quickly | |
SYQ3: The visual design of the mobile payment application looks great | |
SYQ4: The mobile payment application can help me complete payment quickly | |
Service quality | SEQ1: Services provided by mobile payment is reliable |
SEQ2: Services provided by mobile payment is guaranteed | |
SEQ3: The customer service center can effectively solve my problem | |
SEQ4: When I encounter difficulties, the customer service center can provide a quick response | |
Customer satisfaction | CS1: Mobile payment services meet my needs |
CS2: Mobile payment services meet my expectations | |
CS3: Mobile payment services are useful during payment | |
CS4: Mobile payment services are good for me | |
Trust in online payment | TOP1: I think it is safe to use online payment services |
TOP2: The use of online payment services is within my ability/control | |
TOP3: The use of online payment services is guaranteed | |
Functional consistency | FC1: I think the functions of online payment services and mobile payment services are the same |
FC2: I think online payment services and mobile payment services have similar operating procedures | |
FC3: I use online payment services and mobile payment services for the same purpose | |
FC4: I think mobile payment applications have all the functions of online payment applications | |
Perceived entitativity | PE1: I think mobile payment services and online payment services are in the same category |
PE2: I think there is not much difference between mobile payment services and online payment services | |
PE3: I think mobile payment services and online payment services are related | |
PE4: I think mobile payment services and online payment services are very similar | |
Trust in mobile payment | TMP1: Using mobile payment is safe for me |
TMP2: Using mobile payment will not cause financial loss or personal information leakage | |
TMP3: Mobile payment service providers will strengthen security measures | |
Intention to adopt | IA1: I plan to use mobile payment services in retail stores |
IA2: If I have the opportunity, I will use mobile payment services to make payment in retail stores | |
IA3: I am willing to use mobile payment services in retail stores | |
IA4: I will not refuse to use mobile payment services in retail stores |
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Yang, J., Tan, G.W.H., Ooi, K.B., Lee, V.H., Loh, X.M. (2022). Factors Affecting Customers’ Intention to Use Mobile Payment Services in the Retailing Industry. In: Al-Emran, M., Al-Sharafi, M.A., Al-Kabi, M.N., Shaalan, K. (eds) Proceedings of International Conference on Emerging Technologies and Intelligent Systems. ICETIS 2021. Lecture Notes in Networks and Systems, vol 299. Springer, Cham. https://doi.org/10.1007/978-3-030-82616-1_51
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DOI: https://doi.org/10.1007/978-3-030-82616-1_51
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