Mobile payment allows consumers to make more flexible payments through convenient mobile devices. While mobile payment is easy and time save, the operation and security of mobile payment must ensure that the payment is fast, convenient, reliable and safety in order to increase the users’ satisfaction. Therefore, this study based on technology acceptance model to explore the impact of external variables through perceived usefulness and perceived ease of use on users’ satisfaction. The data analysis methods used in this study are descriptive statistical analysis, reliability and validity analysis, Pearson correlation analysis and regression analysis to verify the hypotheses. The results show that all hypotheses are supported. However, mobile payment is still subject to many restrictions on development and there are limited related researches. The results of this study provided insight into the factors that affect the users’ satisfaction for mobile payment. Related services development of mobile payment and future research suggestions are also offered.
Customers perception of m banking adoption in kingdom of bahrainIJMIT JOURNAL
Mobile applications have been rapidly changing the way business organizations deliver their services to
their customers and how customers can interact with their service providers in order to satisfy their needs.
The use of mobile applications increases rapidly, and has been used in many segments including banking segment. This research aims at extending the Technology Adoption Model (TAM) to incorporate the role of factors in influencing customer’s perception towards M-banking adoption. Furthermore, the extended TAM
model was evaluated empirically to measure its impact on M-banking adoption in of Bahrain. The model
was evaluated using a sample survey of 372 customers. The results reveal that the intention to adopt mobile
banking is mainly affected by specific factors which are: Perceived Usefulness and Ease of Use. On the
other hand, some factors such as perceived cost and perceived risk did not show any affect on the users'
intention to use mobile banking. The result of this research is beneficial for banking service managers to consider the factors that can enforce the Mobile Banking services adoption and increase the take-up of their mobile services.
Customers perception of m banking adoption in of bahrain an empirical assess...IJMIT JOURNAL
Mobile applications have been rapidly changing the way business organizations deliver their services to
their customers and how customers can interact with their service providers in order to satisfy their needs.
The use of mobile applications increases rapidly, and has been used in many segments including banking
segment. This research aims at extending the Technology Adoption Model (TAM) to incorporate the role of
factors in influencing customer’s perception towards M-banking adoption. Furthermore, the extended TAM
model was evaluated empirically to measure its impact on M-banking adoption in of Bahrain. The model
was evaluated using a sample survey of 372 customers. The results reveal that the intention to adopt mobile
banking is mainly affected by specific factors which are: Perceived Usefulness and Ease of Use. On the
other hand, some factors such as perceived cost and perceived risk did not show any affect on the users'
intention to use mobile banking. The result of this research is beneficial for banking service managers to
consider the factors that can enforce the Mobile Banking services adoption and increase the take-up of
their mobile services.
Customers perception of m banking adoption in kingdom of bahrainIJMIT JOURNAL
Mobile applications have been rapidly changing the way business organizations deliver their services to
their customers and how customers can interact with their service providers in order to satisfy their needs.
The use of mobile applications increases rapidly, and has been used in many segments including banking segment. This research aims at extending the Technology Adoption Model (TAM) to incorporate the role of factors in influencing customer’s perception towards M-banking adoption. Furthermore, the extended TAM
model was evaluated empirically to measure its impact on M-banking adoption in of Bahrain. The model
was evaluated using a sample survey of 372 customers. The results reveal that the intention to adopt mobile
banking is mainly affected by specific factors which are: Perceived Usefulness and Ease of Use. On the
other hand, some factors such as perceived cost and perceived risk did not show any affect on the users'
intention to use mobile banking. The result of this research is beneficial for banking service managers to consider the factors that can enforce the Mobile Banking services adoption and increase the take-up of their mobile services.
Customers perception of m banking adoption in of bahrain an empirical assess...IJMIT JOURNAL
Mobile applications have been rapidly changing the way business organizations deliver their services to
their customers and how customers can interact with their service providers in order to satisfy their needs.
The use of mobile applications increases rapidly, and has been used in many segments including banking
segment. This research aims at extending the Technology Adoption Model (TAM) to incorporate the role of
factors in influencing customer’s perception towards M-banking adoption. Furthermore, the extended TAM
model was evaluated empirically to measure its impact on M-banking adoption in of Bahrain. The model
was evaluated using a sample survey of 372 customers. The results reveal that the intention to adopt mobile
banking is mainly affected by specific factors which are: Perceived Usefulness and Ease of Use. On the
other hand, some factors such as perceived cost and perceived risk did not show any affect on the users'
intention to use mobile banking. The result of this research is beneficial for banking service managers to
consider the factors that can enforce the Mobile Banking services adoption and increase the take-up of
their mobile services.
Consumers are increasingly easy to access to information resources. Consumers quickly interact with whatever they will spend. Ease of use of technology an impact on consumer an attitude are increasingly intelligent and has encouraged the rise of digital transactions. Technology makes it easy for them to transact on an e-commerce shopping channel. Future e-commerce trends will lead to User Generated Content related to user behavior in Indonesia that tends to compare between shopping channels. The purpose of this study was to examine the direct and indirect effects of Perceived Ease of Use on Behavioral Intention to transact in which Perceived Usefulness is used as an intervening variable. The present study used the descriptive exploratory method with causal-predictive analysis. Determination method of research sample used purposive sampling. The enumerator team assists in the distribution of questionnaires. The results of the study found that the direct effect of perceived ease of use on behavioral intention to transact is smaller than that indirectly mediated by perceived usefulness variables.
Banking system occupies an important place in Indian economy.
It provides various services to its customer. The nature of its services has evolved as the advancement of technology. It has become most challengeable to understand the customer satisfaction with quality of services. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, this research paper focuses with a purpose to report the findings of selected banking services which are used by the customers in India.
India is a fast becoming country of mobile and internet. Government of India initiative such as “Digital India”, in future our country will become cashless economy. Due to advancement of technology, man becomes more convenient and comfortable. Mobile Wallet is a platform for making payment through mobile. There are various
applications available like google pay, paytm citrus, etc. by using of such platforms payment can become more easy for online shopping, money transfer, utility bill payment, etc. Through mobile payment is very convenient and more secure to the public. Here, is an attempt to make a study on how the mobile wallet used by the consumers and their perception and satisfaction level towards using of such m-wallet payment gateways.
Social Media Platforms, which have grown in recent years in parallel with the increase in mobile internet usage, are an alternative to common communication tools at many points. The fact that social media provides access to large amounts of data brings up the issue of Social Media Mining for companies.
THE CONTRIBUTION OF ELECTRONIC BANKING TO CUSTOMER SATISFACTION: A CASE OF GC...IJMIT JOURNAL
Internet banking has the potential to provide fast and reliable services to customers for which they are
relatively happy. Due to the technological changes taking place all over the world, many institutions,
including the banking sector have taken giant steps to move in tandem with these changes. In this light most
banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to
decongest the banking halls of customers who spend time unending in order to transact business. The
purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at
GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the
availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and
patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic
banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a
quantitative study that employed the use of questionnaires as the main tools for data collection. Data was
collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis
of data revealed that though there was the existence of internet banking facilities of the bank, respondents
of the study were not fully aware of the existence of such facilities. It was also found that the use of internet
banking was quite expensive and that though the bank was utilizing the facility, customers were not fully
patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank.
Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in
effective banking operations and transactional purposes. To maximize the operations and potential of the
bank management must endeavor to educate the customers about the existence of internet banking facilities
since a few customers were aware of the existence of such facilities.
The Contribution of Electronic Banking to Customer Satisfaction: A Case of Gc...IJMIT JOURNAL
Internet banking has the potential to provide fast and reliable services to customers for which they are relatively happy. Due to the technological changes taking place all over the world, many institutions, including the banking sector have taken giant steps to move in tandem with these changes. In this light most
banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to decongest the banking halls of customers who spend time unending in order to transact business. The purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at
GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a
quantitative study that employed the use of questionnaires as the main tools for data collection. Data was collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis of data revealed that though there was the existence of internet banking facilities of the bank, respondents of the study were not fully aware of the existence of such facilities. It was also found that the use of internet
banking was quite expensive and that though the bank was utilizing the facility, customers were not fully patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank. Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in effective banking operations and transactional purposes. To maximize the operations and potential of the bank management must endeavor to educate the customers about the existence of internet banking facilities since a few customers were aware of the existence of such facilities.
A comparative study on e–banking services at bangalore cityIJARIIT
Technology in Indian banking has evolved substantially from the days of back-office automation to today's online,
centralized and integrated solutions. Banking is now no longer confined to the branches where one has to approach the
branch in person, to withdraw cash or deposit a cheque or request a statement of accounts. With the expansion of internet
usage, e-banking has become one of the most revolutionized components of today’s economic growth. E-banking is powerful
value added tool to attract new customers and retain the existing ones. With the proliferation of internet and computer usage, the electronic delivery of e-banking service has become ideal for banks to meet customer expectations.
Consumers are increasingly easy to access to information resources. Consumers quickly interact with whatever they will spend. Ease of use of technology an impact on consumer an attitude are increasingly intelligent and has encouraged the rise of digital transactions. Technology makes it easy for them to transact on an e-commerce shopping channel. Future e-commerce trends will lead to User Generated Content related to user behavior in Indonesia that tends to compare between shopping channels. The purpose of this study was to examine the direct and indirect effects of Perceived Ease of Use on Behavioral Intention to transact in which Perceived Usefulness is used as an intervening variable. The present study used the descriptive exploratory method with causal-predictive analysis. Determination method of research sample used purposive sampling. The enumerator team assists in the distribution of questionnaires. The results of the study found that the direct effect of perceived ease of use on behavioral intention to transact is smaller than that indirectly mediated by perceived usefulness variables.
Banking system occupies an important place in Indian economy.
It provides various services to its customer. The nature of its services has evolved as the advancement of technology. It has become most challengeable to understand the customer satisfaction with quality of services. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, this research paper focuses with a purpose to report the findings of selected banking services which are used by the customers in India.
India is a fast becoming country of mobile and internet. Government of India initiative such as “Digital India”, in future our country will become cashless economy. Due to advancement of technology, man becomes more convenient and comfortable. Mobile Wallet is a platform for making payment through mobile. There are various
applications available like google pay, paytm citrus, etc. by using of such platforms payment can become more easy for online shopping, money transfer, utility bill payment, etc. Through mobile payment is very convenient and more secure to the public. Here, is an attempt to make a study on how the mobile wallet used by the consumers and their perception and satisfaction level towards using of such m-wallet payment gateways.
Social Media Platforms, which have grown in recent years in parallel with the increase in mobile internet usage, are an alternative to common communication tools at many points. The fact that social media provides access to large amounts of data brings up the issue of Social Media Mining for companies.
THE CONTRIBUTION OF ELECTRONIC BANKING TO CUSTOMER SATISFACTION: A CASE OF GC...IJMIT JOURNAL
Internet banking has the potential to provide fast and reliable services to customers for which they are
relatively happy. Due to the technological changes taking place all over the world, many institutions,
including the banking sector have taken giant steps to move in tandem with these changes. In this light most
banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to
decongest the banking halls of customers who spend time unending in order to transact business. The
purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at
GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the
availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and
patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic
banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a
quantitative study that employed the use of questionnaires as the main tools for data collection. Data was
collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis
of data revealed that though there was the existence of internet banking facilities of the bank, respondents
of the study were not fully aware of the existence of such facilities. It was also found that the use of internet
banking was quite expensive and that though the bank was utilizing the facility, customers were not fully
patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank.
Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in
effective banking operations and transactional purposes. To maximize the operations and potential of the
bank management must endeavor to educate the customers about the existence of internet banking facilities
since a few customers were aware of the existence of such facilities.
The Contribution of Electronic Banking to Customer Satisfaction: A Case of Gc...IJMIT JOURNAL
Internet banking has the potential to provide fast and reliable services to customers for which they are relatively happy. Due to the technological changes taking place all over the world, many institutions, including the banking sector have taken giant steps to move in tandem with these changes. In this light most
banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to decongest the banking halls of customers who spend time unending in order to transact business. The purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at
GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a
quantitative study that employed the use of questionnaires as the main tools for data collection. Data was collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis of data revealed that though there was the existence of internet banking facilities of the bank, respondents of the study were not fully aware of the existence of such facilities. It was also found that the use of internet
banking was quite expensive and that though the bank was utilizing the facility, customers were not fully patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank. Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in effective banking operations and transactional purposes. To maximize the operations and potential of the bank management must endeavor to educate the customers about the existence of internet banking facilities since a few customers were aware of the existence of such facilities.
A comparative study on e–banking services at bangalore cityIJARIIT
Technology in Indian banking has evolved substantially from the days of back-office automation to today's online,
centralized and integrated solutions. Banking is now no longer confined to the branches where one has to approach the
branch in person, to withdraw cash or deposit a cheque or request a statement of accounts. With the expansion of internet
usage, e-banking has become one of the most revolutionized components of today’s economic growth. E-banking is powerful
value added tool to attract new customers and retain the existing ones. With the proliferation of internet and computer usage, the electronic delivery of e-banking service has become ideal for banks to meet customer expectations.
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
Implementation of Mobile Banking in Bangladesh: Opportunities and ChallengesIOSR Journals
ABSTRACT:Mobile banking is a newly added service in the banking sector that facilitates banking via mobile devices. With the tremendous growth in mobile phone usage, banks in the developed world have moved to utilize mobile banking, which makes banking easier, faster, and very cost-effective. Mobile phones have quickly emerged as a successful and popular means of communication in recent years and the researchers believe that growth of mobile banking in Bangladesh is inevitable, especially when banks do not have sufficient number of branches in the rural areas of Bangladesh. The purpose of this research is to assess the Opportunities and Challenges of mobile banking in this country. To accomplish this empirical study, multiple banks have been surveyed which either currently have an operational mobile banking in place or planning to introduce one in the near future. The research shows tremendous potential for mobile banking in Bangladesh and reveals some of the key barriers of progress as well. KEYWORDS:Banking Sector, Mobile banking, Mobile Phone, Rural Areas, Telecommunication.
Assessing Bank Customers Perception and Ease of using Automated Teller Machin...ijtsrd
This study assessed the level of satisfaction among Automated Teller Machine ATM users in Awka Metropolis. The examined aspects of satisfaction efficiency and ease of use all viewed from the perspective of the customers. The Survey Research Design was adopted for the study. The study used a sample of 100 bank customers in Awka South Local Government Area. The study used Primary data source through the use research questionnaire to obtain data from the respondents. The data obtained from the respondents were analyzed using descriptive methods such as means and percentages. The findings revealed that bank customers agreed that Automated Teller Machines in Awka were easy to use and efficient. The researcher recommended among other things that commercial banks should develop a working system that ensures that there are always cash in the Automated Teller Machines. Osakwe Charity Ifunanya | Akunna Racheal Chika "Assessing Bank Customers Perception and Ease of using Automated Teller Machines in Awka Metropolis" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-7 | Issue-1 , February 2023, URL: https://www.ijtsrd.com/papers/ijtsrd52686.pdf Paper URL: https://www.ijtsrd.com/management/accounting-and-finance/52686/assessing-bank-customers-perception-and-ease-of-using-automated-teller-machines-in-awka-metropolis/osakwe-charity-ifunanya
An empiric path towards fraud detection and protection for NFC-enabled mobile...TELKOMNIKA JOURNAL
The synthesis of NFC technology accompanying mobile payment is a state-of-the-art resolution
for payment users. In view of rapid development in electronic payment system there is rise in fraudulent
activity in banking transactions associated with credit cards and card-not-present transaction.
M-Commerce aid the consumers and helps to bestow real-time information in payment system. Due to
the familiarization of m-commerce there is cogent increase in the number of fraudulent activities, emerging
in billions of dollar loss every year worldwide. To absolute the security breaches, payment transactions
could be confined by considering various parameters like user and device authentication, consumer
behavior pattern, geolocation and velocity. In this paper we formally assay NFC-enabled mobile payment
fraud detection ecosystem using score-based evaluation method. The fraud detection ecosystem will
provide a solution based on transaction risk-modeling, scoring transaction, business rule-based, and
cross-field referencing. The score-based evaluation method will analyze the transaction and reckon every
transaction for fraud risk and take pertinent decision.
A STRATEGIC FRAMEWORK FOR MOBILE PAYMENTSIJMIT JOURNAL
With the exponential proliferation of mobile devices, smart phones and apps in the consumer market,
mobile payment is emerging as a key area to revolutionise the everyday financial life of both consumers
and merchants. The past few years have witnessed an increase in the adoption of digital payments and
online billing methods that leverage on wireless technologies and the Internet. However, the success or
failure of mobile payments in businesses is a hot topic today due to the multi-faceted factors such as, type
of wireless technologies used, security and privacy, the players involved and their influencing business
models, including consumer factors relating to interoperability, flexibility, ease-of-use and social
marketing. This paper examines mobile payments in all perspectives: technical, social as well as business
viewpoints and provides a strategic framework for a successful mobile payment adoption.
Strategic framework for mobile paymentsIJMIT JOURNAL
With the exponential proliferation of mobile devices, smart phones and apps in the consumer market, mobile payment is emerging as a key area to revolutionise the everyday financial life of both consumers and merchants. The past few years have witnessed an increase in the adoption of digital payments and
online billing methods that leverage on wireless technologies and the Internet. However, the success or failure of mobile payments in businesses is a hot topic today due to the multi-faceted factors such as, type of wireless technologies used, security and privacy, the players involved and their influencing business models, including consumer factors relating to interoperability, flexibility, ease-of-use and social
marketing. This paper examines mobile payments in all perspectives: technical, social as well as business
viewpoints and provides a strategic framework for a successful mobile payment adoption.
DETERMINANTS AFFECTING THE USER'S INTENTION TO USE MOBILE BANKING APPLICATIONSIAEME Publication
The banking and financial services industries are experiencing increased technology penetration. Among them, the banking industry has made technological advancements to better serve the general populace. The economy focused on transforming the banking sector's system into a cashless, paperless, and faceless one. The researcher wants to evaluate the user's intention for utilising a mobile banking application. The study also examines the variables affecting the user's behaviour intention when selecting specific applications for financial transactions. The researcher employed a well-structured questionnaire and a descriptive study methodology to gather the respondents' primary data utilising the snowball sampling technique. The study includes variables like performance expectations, effort expectations, social impact, enabling circumstances, and perceived risk. Each of the aforementioned variables has a major impact on how users utilise mobile banking applications. The outcome will assist the service provider in comprehending the user's history with mobile banking applications.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
A NEED FOR PEER-TO-PEER STRONG LOCAL AUTHENTICATION PROTOCOL (P2PSLAP) IN MOB...IJNSA Journal
Mobile phones are considered to be the most common devices in history of humankind. They have involved in financial transaction such as mobile banking and mobile payment, which include sensitive information. Public key cryptography is the proven solution that can provide secure transaction at every point of interaction in mobile banking value chain. This paper proposes a need for peer-to-peer Strong Local Authentication Protocol (p2pSLAP) for Mobile Banking Transaction that implements a peer-to-peer architecture to provide local authentication mechanism between the customer and the agent. It employs public key infrastructure (PKI).
Accessibility of Digital Banking on Customer Satisfaction: National bank of K...iosrjce
Banks have been forced to deleverage and identify alternative sources of value as a result of increased
regulations and competitive challenges. This has led to the introduction of digital banking where technology is
mostly embraced while carrying transactions. However, customers are still waiting for this new banking
experience, touted as a revolutionary transformation that will bring many new features, including anytime and
anywhere banking, ultra-fast response times, and omnipresent advisors. The objective that guided the study: To
establisheffect of accessibility of digital banking on Customer Satisfaction case of National Bank of Kenya,
Bungoma County. The target population for the study was bank customers and banking staff from National Bank
in Bungoma County and a sample size of 417. Descriptive survey design was undertaken. Data was collected
using questionnaires, interview schedules and document reviews. Analysis was done with the aid of Statistical
Package for Social Sciences where both descriptive and correlation analysis were performed. The findings of
the study established there was a significant relationship between accessibility of digital banking and
customer’s satisfaction, χ2
(6, N=350) =390.74, P= 0.00. The study recommends that Mobile banking and POS
terminals, need to come up with an application that can be used to enhance digital banking.
A need for peer to-peer strong local authentication protocol (p2 pslap) in mo...IJNSA Journal
Mobile phones are considered to be the most common devices in history of humankind. They have involved
in financial transaction such as mobile banking and mobile payment, which include sensitive information.
Public key cryptography is the proven solution that can provide secure transaction at every point of
interaction in mobile banking value chain. This paper proposes a need for peer-to-peer Strong Local
Authentication Protocol (p2pSLAP) for Mobile Banking Transaction that implements a peer-to-peer
architecture to provide local authentication mechanism between the customer and the agent. It employs
public key infrastructure (PKI).
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AN EXPLORATION OF THE FACTORS AFFECTING USERS’ SATISFACTION WITH MOBILE PAYMENTS
1. International Journal of Computer Science & Information Technology (IJCSIT) Vol 9, No 3, June 2017
DOI:10.5121/ijcsit.2017.9308 97
AN EXPLORATION OF THE FACTORS AFFECTING
USERS’ SATISFACTION WITH MOBILE PAYMENTS
Lisa Y. Chen and Wan-Ning Wu
Department of Information Management, I-Shou University, Taiwan
ABSTRACT
Mobile payment allows consumers to make more flexible payments through convenient mobile devices.
While mobile payment is easy and time save, the operation and security of mobile payment must ensure that
the payment is fast, convenient, reliable and safety in order to increase the users’ satisfaction. Therefore,
this study based on technology acceptance model to explore the impact of external variables through
perceived usefulness and perceived ease of use on users’ satisfaction. The data analysis methods used in
this study are descriptive statistical analysis, reliability and validity analysis, Pearson correlation analysis
and regression analysis to verify the hypotheses. The results show that all hypotheses are supported.
However, mobile payment is still subject to many restrictions on development and there are limited related
researches. The results of this study provided insight into the factors that affect the users’ satisfaction for
mobile payment. Related services development of mobile payment and future research suggestions are also
offered.
KEYWORDS
Mobile Payment, Technology Acceptance Model, Users’ satisfaction
1. INTRODUCTION
In recent years, many businesses in the industry have invested in the development of the mobile
payment market. For the sake of consumers' convenience, using mobile devices to pay for
products and services not only eliminates traditionally cumbersome payment methods but also
enables consumers to make payment anytime anywhere [1] [2]. In addition, it spares consumers
the trouble of carrying wallets and credit cards and saves them both time and effort [3].
Mobile devices allow consumers to quickly browse various kinds of catalogues without any
temporal or spatial restrictions. The convenience of mobile payment mechanism not only
improves the efficiency of consumer shopping but also makes shopping quicker and easier [4]. It
can also fulfil environmentally-friendly paperless policy and enhance the effectiveness of
corporate control costs. Mobile payment is different from traditional payment. Modern consumers
demand transaction speed, convenience and security in their payment mechanism [5]. For this
reason, the development of mobile payment must take into account the characteristics of mobile
payments.
Ondrus and Pigneur [6] believe that mobile payments must be personalized, mobile and facilitate
participants’ mutual communication through wireless communication technology. Where
payment is required, the mobile devices equipped with mobile payment mechanism are the
vehicles of payment. In addition, mobile payment is not subject to temporal or spatial restrictions
and allows products and services to be purchased anytime anywhere in the actual or virtual world.
Researchers believe that although mobile payment has the potential to completely change
traditional methods by which consumers pay for products and services, whether mobile payment
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can become the standard payment service and whether it is compatible with App services are
questions that remain to be answered and overcome [7].
While the number of mobile App users in Taiwan is rapidly growing, the imperfection of mobile
payment mechanism and back-end infrastructure still raise consumers' concerns about security. In
order to boost consumers' trust in mobile payment and ensure their security and convenience, the
usage method and payment process development of mobile payment must meet customers'
potential needs and enhance their willingness to use mobile payment. This study uses a
technology acceptance model to examine the effects that external variables, convenience,
compatibility and trust have on consumers' perception of the usefulness and easiness of mobile
payment in order to understand the level of consumers' satisfaction with mobile payment.
2. LITERATURE REVIEW
2.1. MOBILE PAYMENT
Mobile payment development has allowed consumers to make payment from their mobile devices
anytime anywhere without being restricted by time or place [8]. This flexible payment method
has given consumers considerable convenience. Mobile payment means the act of payment via a
smartphone or mobile device. Scholars have defined mobile payment as a mobile payment
mechanism that uses a traditional or new payment system to enable the safe transfer of funds in a
financial transaction from an organization or an individual to any other party [9] [10]. Scholars
Dahlberg et al. [11] have defined the concept of mobile payment as a way for consumers to pay
for goods, services or accounts using a mobile device such as a mobile phone, smartphone or
PDA. Mobile devices can be used to pay different services and products including ringtones,
trademarks, news, music and online games as well as various actual entities such as tickets,
parking fees, transportation fees and online bills.
Mobile payment methods are divisible into account payment, credit card payment, token payment
and telecommunications bill payment. When using the account payment method, the consumer
and merchant each has a bank account. When the consumer requests to make a payment, the
system service provider contacts bank where the consumer has his or her account, confirms
whether the account in question belongs to the consumer, and checks whether there is sufficient
money in the account to trade. If there is sufficient money to carry out the transaction, the
transaction money is transferred into the merchant's account [5].
Credit card payment is a method where the consumer makes a payment using his or her credit
card. At the time of payment, the consumer enters his or her credit card number and verification
code. After the transaction has been successfully authorized, the processing bank pays the amount
of the transaction to the merchant. Token payment is divisible into prepaid-mode and account-
mode [7]. For prepaid-mode such as stored value cards, the consumer must purchase the amount
before trading. Account-mode token payment involves linking to a bank account or credit card
and uses the deposit or credit in the account to buy tokens to trade. Telecommunication bill
payment involves the consumer adding the amount of the transaction to a telecommunication bill
after a transaction is made and the telecommunication carrier transferring that money to the
merchant [12].
Mobile payment is different from general electronic payment and must have the following
characteristics: 1. When payment is required, the mobile device is used as the primary payment
instrument. 2. Wireless communication technology is used by participants to send messages. 3. It
is not subject to time or space and can take place anytime anywhere. 4. It can be used to buy
products in the actual or virtual world. 5. It has the characteristics of personalization and action
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[13]. Mobile payment is divisible into remote payment and adjacent payment. Remote payments
are online payments, such as paying with a credit card online or with an App or electronic wallet.
Payments that must be done with a business entity face to face such as QR Code and NFC mobile
phone credit card are adjacent payments. Despite the convenience and time-saving elements of
paying via mobile devices, security concerns have deterred many consumers [14].
Also, issues such as prevalence among other businesses, whether there is user stability, and
whether the system can be supported into the future, are some major challenges that operators
face. For this reason, security is an important consideration for payment trading systems. In
addition, online shopping is different from general transaction in that consumers do not have
physical access to the products. In the online shopping process, the convenience of website
system operations, personal information, security and privacy can all affect consumers'
confidence in online shopping. Thus, businesses must establish a secure network environment to
enhance consumers' confidence in online shopping.
2.2. TECHNOLOGY ACCEPTANCE MODEL
Davis [15] has proposed the concept of a technology acceptance model (TAM). It is mainly used
to predict users' acceptance of information systems and understand the motives and likely
problems facing users of the system. TAM extends the theory of reasoned action (TRA) proposed
by researchers Fishbein and Ajzen [16] discussed factors that influence satisfaction and behaviour
intention. TAM proposed that satisfaction depends on an individual's behaviour intention, while
an individual's behaviour intention is influenced by attitude, perception, behaviour control and
cognitive factors. Thus, Davis [15]combines the original concept with TRA and proposes a TAM
(as shown in Figure 1) targeting the characteristics of the information system, believing that the
user's perception of usefulness and user-friendliness is affected by external variables, while actual
use is affected by behaviour intention. Behaviour intention is determined by the attitude of using
a technology, while attitude is influenced by the perception of usefulness and easiness [17].
Figure 1.The original technology acceptance model [15]
Many researchers [18] [19] [20] have applied TAM to different information systems and
technologies, and found that the user's perception of knowledge and perceived ease of use really
affect their acceptance of information technology. In order to improve the ability of the model to
predict and explain users' behaviour, many empirical studies have incorporated the technology
acceptance model into external variables to gain a better understanding of the factors that affect
the usefulness and ease of use for potential users.
TAM argues that external variables can affect users’ behaviour. Brown [21] believes that the
convenience of a product or service can raise the consumer's awareness of the product or service
and help improve the consumer’s willingness to use and purchase it. Yoon and Kim [22] believe
that the convenience of an action technology can positively affect the perception of usefulness.
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The more users feel the temporal and spatial convenience of a product or service, the more readily
they continue to use it. Convenience is the consumers' feeling that the process of consumption can
save them shopping time and energy. It can make them accept a product or service and increase
their willingness to consume. Rogers [23] argues that compatibility is the degree of consistency
between the users' perception of the existing value of an innovative system and their past
experience and demands. Therefore, the value brought about the innovation and technology must
enable the recipient to feel a level of consistency between the value system, their past experience
and their potential needs. On the contrary, if a new information technology fails to make users
feel the value compatibility, it is very difficult for them to accept this new information technology
[24].
Kim and Tadisina [25] believe that the privacy of personal data and the security of data
transmission affect the degree of consumer confidence in online stores. Even though mobile
devices can allow consumers to shop anytime anywhere, security issues are the main obstacles to
mobile shopping and the biggest issue affecting consumers' trust [26]. Because trust is the
consumer's understanding of an online provider's ability to provide service and goodwill, the
security of the network environment provided by the industry can enhance consumers' confidence
in online stores and heighten their satisfaction [27] [28].
3. RESEARCH METHOD
Technology acceptance model has been widely discussed and adopted by domestic and
international researchers in the field of information system to explain and predict users'
acceptance of a new information system. Therefore, this study uses technology acceptance model
as a theoretical basis to examine the factors that affect users' satisfaction with mobile payment.
3.1. RESEARCH MODEL, HYPOTHESES, AND OPERATIONAL DEFINITION
Based on the research motivation and purpose, this study integrates the analyses in the relevant
literature and proposes a research model (as shown in Figure. 2), deducing hypotheses, and
operational definition (as shown in Table 1).
H6
H5
H4
H3b
H2b
H3a
H2a
H1a
H1b
User
satisfaction
Perceived
usefulness
Perceived
ease of use
Convenience
Compatibility
Trust
Figure 2.The research model
This study hypothesizes as follows; it mainly discusses the relationship between convenience,
compatibility, trust, perceived usefulness, ease of use and users’ satisfaction of mobile payment:
H1a: Convenience will have a significant impact on perceived usefulness.
H1a: Convenience will have a significant impact on perceived usefulness.
H1b: Convenience will have a significant impact on perceived ease of use.
H2a: Compatibility will have a significant impact on perceived usefulness.
H2b: Compatibility will have a significant impact on perceived ease of use.
H3a: Trust will have a significant impact on perceived usefulness.
H3b: Trust will have a significant impact on perceived ease of use.
H4: Perceived ease of use will have a significant impact on perceived usefulness.
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H5: Perceived usefulness will have a significant impact on user satisfaction.
H6: Perceived ease of use will have a significant impact on user satisfaction
This study has examined the relevant literature and discussions by domestic and international
experts and compiled the following definition for the different variables as shown in sentence.
Table 1. The operational definition
Variables Operational Definition Sources
Convenience
Convenience means consumers’ belief that
using mobile payment services can save
them time and effort
[22] [23]
Compatibility
Compatibility means the degree of
consistency that consumers feel mobile
payment can meet their needs and lifestyle.
[24] [25]
Trust
Trust means the degree of trust that
consumers feel when using mobile
payment.
[25] [27]
Perceived
Usefulness
Perceived usefulness means the degree of
usefulness that consumers perceive about
using mobile payment to pay for
transactions.
[16] [18]
[21]
Perceived Ease
of Use
Perceived ease of use means the extent to
which consumers consider it is easy to use
mobile payments to pay for transactions.
[16] [18]
[21]
User
Satisfaction
Satisfaction means the degree of
satisfaction that consumers feel when they
use mobile payment to pay for transactions.
[26] [28]
3.2. MEASURES
This study uses a questionnaire survey method and reviews the relevant literatures to work out the
measurable questions between the variables. It follows experts’ and scholars’ recommendations
and corrects the ambiguous language and repetitive content to ensure that the questionnaire
content is complete, appropriate and offers a precise measurement of the variables. Once the
questionnaire design has been completed, the questionnaire will be distributed and the data
collected. The data collected from the questionnaire will be assessed and quantified. Each
variable is measured by multiple items on a five-point Likert scale, dividing from “Strongly
Disagree,” “Disagree,” “Neutral,” “Agree,” and “Strongly Agree,” each of which is designated by
scores from 1 to 5 respectively. Finally, the results will be summarized, and conclusions and
related proposals presented.
4. RESEARCH METHOD
This study uses SPSS statistical software to analyse and assess the effective 127 random samples.
It conducts a factor analysis to extract the factors, and uses a maximum rotation method to rotate
the factors, and analyses the factor loading of each question and assesses the suitability of the
samples [29]. The reliability and validity of the questionnaire are calculated using Cronbach’s
coefficient. Based on the hypothesis, the analysis was carried out by descriptive statistical
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analysis, reliability and validity analysis, and the reliability of the questionnaire is analysed in
accordance to factor analysis, Pearson's correlation coefficient analysis and regression analysis.
4.1. RESULTS OF ANALYSIS
This study focuses on the relevance that external variables, convenience, compatibility, privacy,
security, perceived usability and perceived ease of use has on the satisfaction of consumers using
mobile payments. Table 1 shows the background characteristics of respondents. The sample was
51 percent male and 49 percent female, with the majority of respondents holding undergraduate
degrees. Most of the respondents (46.4%) had used mobile payment for online shopping, and over
68 percent of respondents were between the ages of 25 and 30.
Based on the results of pre-test, the KMO value was 0.789 and the Bartlett’s test of sphericity chi-
squared value was 1433.600; P <0.001. While the test results KMO value is greater than 0.6 and P
<0.001, represents significant and the sample data is very suitable for factor analysis. For the
reliability analysis, Nunnally [29] has indicated 0.7 to be an acceptable reliability coefficient¸ the
results of this study have all reliability coefficients more than 0.856. In addition, the Pearson
correlations of the two-tailed test analysis are shown in Table 2, convenience, compatibility,
safety and privacy, perceived usability, perceived ease of use and satisfaction were found to be
significant level (P <0.01).
Table 2. Pearson correlations
C CP T PU PEOU US
Convenience (C) 1.000
Compatibility (CP) 0.393** 1.000
Trust (T) 0.399** 0.818** 1.000
Perceived Usefulness (PU) 0.327** 0.582** 0.740** 1.000
Perceived ease of use (PEOU) 0.343** 0.408** 0.516** 0.460** 1.000
User Satisfaction (US) 0.838** 0.557** 0.470* 0.382** 0.375** 1.000
For H1a and H1b, the results of regression analysis showed that D-W statistic were 1.965 and
1.978 with a VIF of 1.000 ranging between 1.5~2.5, which implies no autocorrelation. For H1a,
the determination coefficients showed that R2 =0.107, Adj-R2 =0.100, F=14.999, and β=0.327
(P=0.00<0.001). For H1b, the determination coefficients showed that R2 =0.118, Adj-R2 =0.111,
F=16.824, and β=0.343 (P=0.00<0.001). H1a and H1b reached a significance level. For H2a and
H2b, the results showed that, D-W=2.296 and 1.977. For H2a, the determination coefficients
showed that R2=0.339, Adj-R2=0.334, F=64.112, and β=0.582 (P=0.00<0.001). For H2b, the
determination coefficients showed that R2=0.166, Adj-R2=0.160, F=25.126, and β=0.408
(P=0.00<0.001). H2a and H2b reached a significance level.
For H3a and H3b, the results of regression analysis showed that D-W statistic were 2.214 and
1.973 with a VIF of 1.000 ranging between 1.5~2.5, which implies no autocorrelation. For H3a,
the determination coefficients showed that R2=0.547, Adj-R2=0.543, F=150.876, and β=0.740
(P=0.00<0.001). For H3b, the determination coefficients showed that R2 =0.266, Adj-R2 =0.270,
F=45.651, and β=0.516 (P=0.00<0.001). H3a and H3b reached a significance level. For H4, the
results showed that D-W=2.162 and the determination coefficients showed that R2 =0.211, Adj-
R2 =0.205, F=33.521, and β=0.460 (P=0.00<0.001) reached a significance level. For H5, the
results showed that D-W=1.896 and the determination coefficients showed that R2 =0.146, Adj-
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R2 =0.139, F=21.346, and β=0.382 (P=0.00<0.001) reached a significance level. For H6, the
results showed that D-W=1.843 and the determination coefficients showed that R2 =0.141, Adj-
R2 =0.134, F=20.638, and β=0.375 (P=0.00<0.001) reached a significance level. Table 3 shows
the results of regression analysis.
Table 3. The results of regression analysis
Variable F β t VIF
H1a Convenience
Perceived
Usefulness
14.999 .327 3.873 1.000
R2
=.107, Adj R2
=.100, p=.000, D-W=1.965
Variable F β t VIF
H1b Convenience
Perceived Ease
of Use
16.824 .343 4.102 1.000
R2
=.118, Adj R2
=.111, p=.000, D-W=1.978
Variable F β t VIF
H2a Compatibility
Perceived
Usefulness
64.112 .582 8.007 1.000
R2
=.339, Adj R2
=.334, p=.000, D-W=2.296
Variable F β t VIF
H2b Compatibility
Perceived Ease
of Use
25.126 .408 5.013 1.000
R2
=.166, Adj R2
=.160, p=.000, D-W=1.977
Variable F β t VIF
H3a Trust
Perceived
Usefulness
150.876 .740 12.283 1.000
R2
=.547, Adj R2
=.543, p=.000, D-W=2.214
Variable F β t VIF
H3b Trust
Perceived Ease
of Use
45.651 .516 6.757 1.000
R2
=.266, Adj R2
=.270, p=.000, D-W=1.973
Variable F β t VIF
H4
Perceived Ease
of Use
Perceived
Usefulness
33.521 .460 5.790 1.000
R2
=.211, Adj R2
=.205, p=.000, D-W=2.162
Variable F β t VIF
H5
Perceived
Usefulness
Satisfaction 21.346 .382 4.620 1.000
R2
=.146, Adj R2
=.139, p=.000, D-W=1.896
Variable F β t VIF
H6
Perceived Ease
of Use
Satisfaction 20.638 .375 4.543 1.000
R2
=.141, Adj R2
=.134, p=.000, D-W=1.843
5. CONCLUSION
The results of this research can provide a reference for corporate development and mobile
payment promotion. This study finds that convenience has a significant effect on the perceived
usefulness and perceived ease of use of mobile payment. Through Pearson’s correlation
coefficient analysis and regression analysis, the results demonstrate a very significant effect. In
other words, the user’s perception of the convenience of mobile payment is high, the higher the
perceived usefulness and perceived ease of use. Furthermore, the compatibility of mobile
payment has a significant effect on perceived usefulness and perceived ease of use. Through
Pearson's correlation coefficient analysis and regression analysis, the results show a significant
effect. The user’s recognition of the compatibility of mobile payment is high, the higher the
perceived usefulness and perceived ease of use. This study finds that trust has a significant effect
on the perceived usefulness and perceived ease of use of mobile payment. Through Pearson’s
correlation coefficient analysis and regression analysis, the results show a very significant effect.
The use’'s perception of the trustworthiness of mobile payment is high, the higher the perceived
usefulness and perceived ease of use.
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The study results showed that perceived ease of use has a significant effect on perceived
usefulness. The study results also finds that the user's perceived usefulness and user-friendliness
have a significant effect on his or her satisfaction with mobile payment. Through Pearson's
correlation coefficient analysis and regression analysis, the results show a very significant effect.
In other words, the higher the degree of the user's perception of the usefulness and perceived ease
of use of mobile payment, the higher his or her degree of satisfaction.
5.1. RECOMMENDATION OF THIS STUDY
Because most users still are not accustomed to or familiar with mobile payment in comparison to
payment using actual banknotes, it is not possible for all stores to adopt mobile payment
checkout. For this reason, it is recommended that businesses should actively move towards
mobile payment, so that users can use mobile payment anytime anywhere. As users use mobile
payment more often, they will naturally become familiar with it. Businesses can also improve
mobile payment based on feedback provided by users. While most users think that the overall
process of using mobile payment is safe and secure, there are still users who experience mobile
payment failure during the operation and suffer a loss of personal money. This causes users to
lose confidence in mobile payment and shy away from using it again. Therefore, businesses must
actively develop mobile payment to ensure that mistakes do not occur.
5.2. LIMITATION AND FUTURE DIRECTIONS
In the overall research process, this study has experienced some difficulties and limitation in
relation to research resources and time, so some suggestions are given here for future scholars and
businesses to follow up on. Future researchers may consider setting the subjects to different
specific groups and distributing the average proportion in order to understand the different needs
that different groups have on mobile payment and to explore which age group has the highest
number of mobile payment users. This will provide a more accurate reference for businesses to
develop and market. In addition, it is recommended that future researchers should take further
steps to validate both the quantitative and qualitative research methods and to explore relevant
literature or theory and incorporate other possible factors into their studies.
ACKNOWLEDGEMENTS
The authors would like to thank the National Science Council of Taiwan for financial support
(NSC103-2815-C-214-001-H). The authors would also like to thank the editors and anonymous
reviewers for their generous comments and suggestions.
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