How to Achieve Sustainable Development of Mobile Payment through Customer Satisfaction—The SOR Model

Chen, Su-Chang; Chung, Kuo Cheng; Tsai, Ming-Hui

doi:10.3390/su11226314

Cited by 38 publications

(29 citation statements)

References 64 publications

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“…User confidence in e-wallet providers related to the security of data, money, etc. and hedonic value of the product can increase users' satisfaction [18], [19]. The greater intention to use would increase e-wallet users' satisfaction and it is supporting the finding from Singh et.al.…”

Section: The Measurement Modelsupporting

confidence: 69%

Customer Satisfaction on Electronic Wallet Usage: Indonesia Experiences

Pambuko¹,

Pramesti²,

Dewi³

et al. 2021

Proceedings of the 2nd Borobudur International Symposium on Humanities and Social Sciences, BIS-HSS 2020, 18 November 2020, Mag

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This study aims to empirically examine the determinants of consumers' intention and satisfaction to use electronic wallet of Indonesian users. 119 respondents participated in the survey. 17 hypotheses were formulated and PLS-SEM was used to estimate and test the hypothesized model. The results show that factors like hedonic motivation, trust, and intention have a significant direct effect on the customers' satisfaction in using electronic wallet, while perceived ease of use and perceived usefulness have significant indirect effect through trust. The customers' intention to use electronic wallet only influences by hedonic motivation. Moreover, hedonic motivation has an important role in determining intention and satisfaction of Indonesian users to use electronic wallet. It implies that e-wallet is more used to fulfil hedonic consumption needs.

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Section: The Measurement Modelsupporting

confidence: 69%

Customer Satisfaction on Electronic Wallet Usage: Indonesia Experiences

Pambuko¹,

Pramesti²,

Dewi³

et al. 2021

Proceedings of the 2nd Borobudur International Symposium on Humanities and Social Sciences, BIS-HSS 2020, 18 November 2020, Mag

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“…Intentions have been extensively reviewed by prior studies on mobile-based payments [60][61][62][63]. The expectation-confirmation model (ECM) [64] is one of the most widely used theories to focus on the cognitive beliefs and factors that influence users continuous intention [62,65,66].…”

Section: Mps Success Determinants and Continuous Usage Intentionmentioning

confidence: 99%

Sustainable Development of a Mobile Payment Security Environment Using Fintech Solutions

2021

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Financial technology (fintech) services have come to differentiate themselves from traditional financial services by offering unique, niche, and customized services. Mobile payment service (MPS) has emerged as the most crucial fintech service. While many studies have addressed the essential role of security when service providers and users choose to engage in financial transactions, the relationship between users distinct perceptions of security and MPS success determinants are yet to be examined. Thus, this study primarily aims to uncover the distinctive roles of platform and technology security by investigating how users react differently to their varying understandings of the MPS usage environment. This study proposes a research model comprising two security dimensions (platform and technology) and three MPS success determinants (convenience, interoperability, and trust). We evaluated the proposed model empirically by using an online survey of 356 users. The survey accounts users experiences of the selected MPS. The results show that a security driven MPS can essentially enhance or deteriorate users positive perceptions of MPS success determinants while they use it for financial transactions. To further understand how this recent trend of user perception of security affects the overall MPS usage experience, this study provides theoretical insights into the roles of platform and technology securities. Managerial insights on the design strategies of MPS providers are also provided based on the potential implications of users subjective and objective perceptions of MPS security environment.

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“…To answer these research questions, we adopted an environmental psychology perspective (Mehrabian and Russell 1974 ) and used the stimulus-organism-response (S-O-R) model. The S-O-R paradigm has been used to analyse consumer behaviour in the face of new technologies such as mobile payments (Chen et al 2019 ), mobile commerce apps (Chopdar and Balakrishnan 2020 ), social commerce (Molinilo et al 2021 ) and virtual reality in tourism (Kim et al 2020 ), among others. It would allow us to analyse the background of the intention to use iris recognition payment systems and to build an integrated model that would reflect how the use of this technology could lead to an increase in this type of payment.…”

Section: Introductionmentioning

confidence: 99%

Do biometric payment systems work during the COVID-19 pandemic? Insights from the Spanish users' viewpoint

et al. 2022

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Technological developments are changing how users pay for goods and services. In the context of the COVID-19 (coronavirus disease 2019) pandemic, new payment systems have been established to reduce contact between buyer and seller. In addition to the pandemic, the future is payment processing is also uncertain due to the new EU security regulations of the Payment Services Directive (PSD2). Biometric payments one option that would guarantee the security of transactions and reduce the risk of contagion. This research analyses the intention to recommend the use of the mobile phone as a tool for collecting payments in a shop using iris reading as a biometric measure of the buyer. The moderating effect of the fear of contagion in the proposed relationships was also analysed. An online survey was carried out, which yielded a sample of 368 respondents. The results indicate that the main antecedents of intention to use, which precedes intention to recommend, are perceived trust, habit, personal innovativeness and comfort of use. Additionally, the moderating effect of COVID-19 was checked among users with a higher perception of risk. The results obtained have interesting implications for purchase management among manufacturers and retailers.

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How to Achieve Sustainable Development of Mobile Payment through Customer Satisfaction—The SOR Model

Cited by 38 publications

References 64 publications

Customer Satisfaction on Electronic Wallet Usage: Indonesia Experiences

Customer Satisfaction on Electronic Wallet Usage: Indonesia Experiences

Sustainable Development of a Mobile Payment Security Environment Using Fintech Solutions

Do biometric payment systems work during the COVID-19 pandemic? Insights from the Spanish users' viewpoint

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