Investigating the role of mobile payment quality characteristics in the United Arab Emirates: implications for emerging economies. Issue 7 (7th September 2020)

• Record Type: Journal Article
• Authors: Mouakket, Samar
• Is Part Of: International journal of bank marketing. Volume 38:Issue 7(2020)
• Page Start: 1465
• Page End: 1490
• Publication Date: 2020-09-07
• Subjects: Emerging markets -- Information systems success model -- Mobile payment; Bank marketing -- Periodicals; Financial services industry -- Marketing -- Periodicals; 332.106888
• DOI: 10.1108/IJBM-03-2020-0139
• Languages: English
• ISSNs: 0265-2323

Abstract

Abstract : Purpose: This study contributes to the limited and rather fragmented research on mobile payment (m-payment) within a post-adoption context by identifying individual characteristics (personal innovativeness and m-payment self-efficacy) and m-payment quality characteristics (system quality, information quality and service quality) that can influence expectations about performance and effort of this technology. These two outcome expectations may affect user satisfaction with m-payment, which will in turn influence users' continued intention to use this technology. Design/methodology/approach: A survey was carried out among university students in the United Arab Emirates who have used the m-payment method. Structural equation modeling technique was used to test and analyze both the measurement model and the structural model. Findings: Individual characteristics are important in establishing users' expectations of the ease of use and usefulness of m-payment. However, of the quality characteristics, only system quality significantly affected users' expectations of the ease of use and usefulness of m-payment. Originality/value: The findings of this study provide unique insights into the individual and quality characteristics that will eventually lead to continued intention to use m-payment. This will help businesses to develop appropriate marketing strategies to increase adoption and use of m-payment.