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A global approach to the analysis of user behavior in mobile payment systems in the new electronic environment

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Abstract

Mobile devices and social media have led to a profound revolution of modern society, obliging many companies to reorient their sales systems towards more successful commercial formats (mobile commerce and social commerce). The mobile payment, for instance, as an emerging and supplementary service to these new commercial formats, is now undergoing the adoption process. Mobile payment has long been discussed, but it has not yet reached the usage levels expected by the different mass market players (financial institutions, telephone operators, etc.) in Western societies. The purpose of this paper is to analyze users’ acceptance of mobile payment systems on social networks. In order to explain acceptance, we have integrated trust and perceived risk into the traditional TAM model. To complete this study, we have established the decisive factors of this payment system by analyzing user’s gender, age and experience level. The study was conducted through an online survey among a national panel composed by 2.012 social network users. The results of this research support previous studies and provide alternatives for companies to consolidate this new business model by means of the new technical developments.

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  1. Available at: http://webcim.ugr.es/Socialad/pagina2/.

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Acknowledgements

This study is being conducted with the financial support received from the Excellence Research Project P10-SEJ-6768 of the Andalusian Regional Government and from Project ECO2012-39576 of the Spanish Ministry of Economy and Competitiveness.

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Authors and Affiliations

  1. Marketing and Market Research Department, University of Granada, Campus Cartuja, 18071, Granada, Spain

    Francisco Liébana-Cabanillas, Francisco Muñoz-Leiva & J. Sánchez-Fernández

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  1. Francisco Liébana-Cabanillas
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  2. Francisco Muñoz-Leiva
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  3. J. Sánchez-Fernández
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Correspondence to Francisco Liébana-Cabanillas.

Appendices

Appendix 1: Experimental scenario

Operation The user needs to log in to the application, purchase some credit using their credit card or PayPal account, enter their mobile phone number, and the credit will be automatically stored in their mobile phone. From that moment, every time the user accesses a website having this payment system implemented and enters her or his phone number, a confirmation SMS will be sent to them, asking them to enter a confirmation code on the web to complete the transaction.

Appendix 2

See Table 10.

Table 10 Measurement scales used
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Liébana-Cabanillas, F., Muñoz-Leiva, F. & Sánchez-Fernández, J. A global approach to the analysis of user behavior in mobile payment systems in the new electronic environment. Serv Bus 12, 25–64 (2018). https://doi.org/10.1007/s11628-017-0336-7

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