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Factors Affecting Customers’ Intention to Use Mobile Payment Services in the Retailing Industry

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Proceedings of International Conference on Emerging Technologies and Intelligent Systems (ICETIS 2021)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 299))

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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Author information

Authors and Affiliations

  1. UCSI University, 56000, Cheras, Malaysia

    Jin Yang, Garry Wei Han Tan & Keng Boon Ooi

  2. Universiti Tunku Abdul Rahman, 31900, Kampar, Malaysia

    Voon Hsien Lee & Xiu Ming Loh

Authors
  1. Jin Yang
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  2. Garry Wei Han Tan
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  3. Keng Boon Ooi
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  4. Voon Hsien Lee
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  5. Xiu Ming Loh
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Corresponding author

Correspondence to Xiu Ming Loh .

Editor information

Editors and Affiliations

  1. The British University in Dubai, Dubai, United Arab Emirates

    Mostafa Al-Emran

  2. Universiti Teknologi Malaysia, Skudai, Johor, Malaysia

    Mohammed A. Al-Sharafi

  3. Al Buraimi University College, Al Buraimi, Oman

    Mohammed N. Al-Kabi

  4. The British University in Dubai, Dubai, United Arab Emirates

    Khaled Shaalan

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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