Social aspect versus service quality in trust formation toward mobile payment adoption: a case study of Indonesia

Abstract

PurposeThis research aims to investigate the significant influence of social factors based on the social impact theory against service quality factors based on uncertainty avoidance dimension in determining user perception of trust toward mobile payment (MP) usage.Design/methodology/approachThe theoretical model used was analyzed by adopting the structural equation modeling technique. Questionnaires were delivered to Indonesian customers as the target respondents using Google Forms, and finally, 659 valid responses were received.FindingsBased on the direct effect analysis, service quality had more influence on the user trust perception than the social aspect. More specifically, Perceived Security was the most influential in increasing the level of user trust followed by Perceived Usefulness and Network Externalities.Originality/valueThis research presents a comprehensive investigation that applied a different perspective of the way social and service quality aspects develop user trust toward MP usage.

Does M-payment service quality and perceived value co-creation participation magnify M-payment continuance usage intention? Moderation of usefulness and severity

“…"An electronic service quality measurement scale (E-S-QUAL) has been developed to measure the service quality of M-payment websites as the service delivery has shifted from offline to online platforms" (Parasuraman et al, 2005;Petnji Yaya et al, 2012). E-S-QUAL considers not only the services that firms deliver but also the technologies that affect the quality of those services (Lisana and Handarkho, 2022;Parasuraman et al, 2005). Interactivity, value-added features, security and usability are the four dimensions of mobile service quality (Hijazi, 2022;Malatji et al, 2020).…”

“…“Security is users' perception of M-payment service platforms protecting their personal information and financial database” (Hijazi, 2022; Kar, 2021; Rajaobelina et al , 2021). Usability represents customers' standpoint regarding the convenient interface, usefulness and ease of use of the M-payment service platforms (Lisana and Handarkho, 2022; Hijazi, 2022; Szymanski and Hise, 2000). M-payment portals enable quick data entry, a user-friendly interface, secure transactions and safe connectivity.…”

“…Over the last few years, M-payment service quality has significantly increased M-payment continuance usage intention because of the comforts of digital payments (Hossain and Mahmud, 2016; Lisana and Handarkho, 2022). When the quality of M-payment service fulfills customer expectations, they feel contented and more likely to continue using M-payment (Kar, 2021; Lisana and Handarkho, 2022). Rapid technological advancements enable service providers to communicate effortlessly with their users via the M-payment platforms and offer better service.…”

The adoption of mobile payment services by millennials: the roles of smartphone addiction and situational variables

“…Innovation is more readily adopted and accepted by consumers when it comes with greater value and advantages over the existing system (Lisana and Handarkho, 2022). The advantages of MPS which include improved performance, effectiveness, effortlessness, ubiquitousness, carrying less cash/card and time-efficiencies can influence the behavioral intention of the consumer to use MPS.…”

Two decades of mobile payment research: A systematic review using the TCCM approach

“…Resource allocation for acquisition and implementation is also integral to this stage. It is worth noting that the adoption process has received significant academic attention (Dash et al, 2023; Lisana & Handarkho, 2022). After adoption, the post‐adoption stage focuses on the acceptance and continued usage of the innovation (Rogers, 1995).…”