Mobile payment Understanding the determinants of customer adoption and intention to recommend the technology.docx
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Mobile payment Understanding the determinants of customer adoption and intention to recommend the technology.docx
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ContentslistsavailableatScienceDirect
ComputersinHumanBehavior
journalhomepage:
ComputersinHumanBehavior61(2016)404e414
Fulllengtharticle
Mobilepayment:
Understandingthedeterminantsofcustomeradoptionandintentiontorecommendthetechnology
TiagoOliveiraa,ManojThomasb,GoncaloBaptistaa,*,FilipeCamposa
aNOVAIMS,UniversidadeNovadeLisboa,1070-312,Lisboa,Portugal
bSchoolofBusiness,VirginiaCommonwealthUniversity,301W.MainStreet,Richmond,VA23284-4000,USA
articleinfo
Articlehistory:
Received5October2015Receivedinrevisedform7March2016
Accepted9March2016
Availableonline24March2016
Keywords:
MobilePaymentUTAUT2DOI
Adoption
Intentiontorecommend
abstract
Mobilepaymentisreceivinggrowingattentionglobally,fromconsumerstomerchants,asanalternativetousingcash,check,orcreditcards.Thepotentialofthistechnologyisenormous.Thisstudyaimstoidentifythemaindeterminantsofmobilepaymentadoptionandtheintentiontorecommendthistechnology.Weadvancethebodyofknowledgeonthissubjectbyproposinganinnovativeresearchmodelthatcombinesthestrengthsoftwowell-knowntheories;theextendedunifiedtheoryofaccep-tanceanduseoftechnology(UTAUT2)withtheinnovationcharacteristicsofthediffusionofinnovations(DOI),withperceivedsecurityandintentiontorecommendthetechnologyconstructs.Theresearchmodelwasempiricallytestedusing301responsesfromanonlinesurveyconductedinaEuropeancountry,Portugal.Datawasanalyzedusingthestructuredequationmodeling(SEM).Wefoundcompatibility,perceivedtechnologysecurity,performanceexpectations,innovativeness,andsocialin-fluencetohavesignificantdirectandindirecteffectsovertheadoptionofmobilepaymentandtheintentiontorecommendthistechnology.Therelevanceofcustomer'sintentiontorecommendmobilepaymenttechnologyinsocialnetworksandothermeansofcommunicationwasalsoconfirmed,sup-portingtherecommendationtoincludeitinsocialmarketingcampaignsandinfuturetechnologyadoptionstudies.Forresearchersthisstudyprovidesabasisforfurtherrefinementofindividualmodelsofacceptance.Forpractitioners,understandingthekeyconstructsiscrucialtodesign,refine,andimplementmobilepaymentservices,applications,andproductsthatachievehighconsumeracceptance,value,andhighratesofpositiverecommendationsinsocialnetworks.
©2016ElsevierLtd.Allrightsreserved.
1.Introduction
Advancesintechnologyhaveenabledabroadrangeofnewfunctionalitiesformobiledevices,supportingseveralmobilefinancialservices,suchasbillpayment,accounttransfers,persontopersontransfers,proximitypaymentsatthepointofsale,remotepaymentstopurchasegoodsandservices,aswellasotherkindofservicessuchaslocationbased,mobilemarketing,ticketing,dis-counts,orcoupons.Short-rangecontactlesstechnologies,suchasNearFieldCommunication(NFC),arenowintegratedinmanymobilephonesandportabledevices.Assumingthatstandardized,interconnectedandwidelyacceptedproceduresareakeyformo-bilepaymentacceptance(Zhong,2009),wecanexpectpotential
*Correspondingauthor.
E-mailaddresses:
toliveira@novaims.unl.pt(T.Oliveira),mthomas@vcu.edu(M.Thomas),goncalomelhorado@(G.Baptista),filipe.m.campos@gmail.com(F.Campos).
reinforceofmobilepaymentadoption.Thewidespreaduseofmobiledevicesanditsperpetualproximitytotheusersmakethemsuitableformobilepaymentscenarioswithouttheneedforaphysicalwallet(Mallat,2007),enablingsmartphonestruecom-mercialvalueovermobilepayment(O'Reilly,Duane,&Andreev,2012).Mobilepaymentsallowedconsumerstoeliminatedtheneedtousecash(Pham&Ho,2015),offeringconvenienceandspeed(Teo,Tan,Ooi,Hew,&Yew,2015),performanceandtransferofsecureinformationbetweendevices,fromsingleorindividualtransactionstoenvironmentwithhighvolumeofpayments,suchasrestaurantsorlargeretailers(Leong,Hew,Tan,&Ooi,2013).Bothtradersandconsumersbenefitfromconsiderableoperationtimedecrease,withclearproductivitygains.Mobilepaymentisexperi-encingarapidgrowinmanymarkets(Merritt,2011)asmoreandmorecommercialentitiesrealizethepotentialofit(Duane,O'Reilly,&Andreev,2011).AccordingtothesurveyconductedbytheStatistaCorporation(2015),therevenuefortheglobalmobilepaymentisanticipatedtoreachUSD721billionin2017,thusbecomingoneof
http:
//dx.doi.org/10.1016/j.chb.2016.03.030
0747-5632/©2016ElsevierLtd.Allrightsreserved.
T.Oliveiraetal./ComputersinHumanBehavior61(2016)404e414
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themostimportantmeansofconductingmobiletransactions.
Thecontributionofthi
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