Determinants of consumer satisfaction and continuance use of mobile payment service in developing countries개발도상국에서의 모바일 결제 서비스의 소비자 만족과 지속 사용에 대한 결정 요인

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theory of human behavior and diffusion of innovation and, research have examined payment services on essentially the perceptions of technology diffusion and technology adoption. Prior research to predict post-adoption behavior and satisfaction have mostly examined mobile services in context of other field as data services, mobile internet and mobile purchase but provide limited understanding of the drivers and factors of consumer acceptance, satisfaction and continuance use of mobile payment service. Thus the encouragement to do research in variety of perspective as to acquire all-inclusive understand of mobile payment service. While some researchers have suggested the attributes of relative advantage can replace the barriers of the perception of an innovation and, complexity as the consistency with the existing value of mobile payment or experience of potential adopters. Others suggested that perceived usefulness, perceived value and trust leads to satisfaction and predict post-purchase intentions. Understanding the factors that would offer the important academic and managerial implication as how to use them to enhance mobile payment service acceptance, satisfaction and continuance use in developing countries is essential. Bearing in mind aforementioned, the present dissertation incorporated the issues and attempt to fill the gaps in both literature and knowledge. First, in Chapter 2, In order to understand the success factors we proposed an expanded integrated model for mobile payment service with intention to predict users’ satisfaction and continuance usage of the mobile payment service. In addition, we studied the factors that could enhance the satisfaction and continuance intention of mobile payment users in Nigeria in the perspective of government support and knowledge of payment with the valence effect. The findings reveal the importance of the enhancement of self-efficacy initial attitude at the pre-adoption stage of mobile payment service with, perceived usefulness exerting the strongest effects on initial attitude followed by government support and knowledge respectively while, social influence has the least effect. Furthermore, the result shows that initial attitude has a very strong relationship with perceived value of mobile payment on consumers at the pre-usage stage but, it does not translate to their satisfaction with the services been rendered because, perceived value was revealed, not to be significant to satisfaction. The perception of risk is reveal insignificant on consumers while, cost reveal to have positive effect on the satisfaction of the users contrary, to our expectation. Finally, this chapter not only shows that satisfaction significantly influence continuance intention but also, trust, cost and usefulness are vital factors that could play an enhancing role in mobile payment service satisfaction and continuance usage. In chapter 3, on the other hand, we did a comparative study of a successful and a called unsuccessful mobile payment initiative as to address the geographical gap in knowledge. It proposed an expanded integrated model for mobile payment service designed, to identify the determinants of adoption and acceptance of mobile payment as, to understand the reason for its success in some Sub-Saharan African countries and failing in others. The research in essence compared Kenya as a successful mobile payment initiative and Nigeria an unsuccessful one. We looked at the moderating role of self-efficacy of government support in terms of infrastructure, securing transaction and price value. The findings revealed the importance of relative advantage as it was significant for Kenya and insignificant for Nigerian users. Showing that, there are barriers that may be preventing the Nigerian mobile payment user from seeing it as advantageous to them relative to other payment systems. Whereas, for the moderating role of government support, the result revealed that, compatibility of mobile payment is increase by government support in terms of infrastructure for the Kenyan citizens but with a negative effect on the relationship between behavioral intention and usage behavior by government support in terms of price value. Government support in terms of price value was also found to positively moderate the relationship between relative advantage and behavioral intention while, in terms of securing transactions, negatively affect the relationship between compatibility and behavioral intention for the Nigerian users. Government support in terms of price value moderate the relationship between relative advantage and behavioral intention of users of both countries, Nigeria and Kenya positively whereas, in terms of infrastructure, securing transaction and price value, it was reveal to affect the relationship between behavioral intention and usage behavior of users of both countries negatively. The theoretical implication of this dissertation is that it has provided a suitable and comprehensive framework for the adoption, acceptance and continuance use of mobile payment in the developing country environment. It also provide information for theory and practice as to reduce the methodological, geographical and knowledge gap as suggested be prior research. Furthermore, it provides some discussion on consumers’ expectation and their mobile payment service experience and reasons for using or not of the service in the developing countries’ perspective as there is limited understanding of the drivers of consumer acceptance, satisfaction and continuance of mobile payment service. The study offer an empirical evidence of an unsuccessful mobile payment initiative as, compared with a successful one as to provide information on the value, trust, cost, knowledge of mobile payment service and other drivers of acceptance and continuance use in the developing country environment. In brief, the findings of this dissertation, suggest operators should make sure that their quality of service is improve as to increase the perception of value of mobile payment. While, government should consider participating in the usage, regulation, reducing cost (price value), provision of infrastructure for the perception of trust, usefulness and value for the advancement of the mobile payment service in Nigeria and, developing countries in general.; The spread of mobile phones and other related devices with, their convenience and reliability for successful operation of mobile commerce has enable it to be used to offer notable benefit in terms of financial inclusion, payments system sufficiency and, financial services access in developing countries. Mobile payment has not only the benefit of mobility and ubiquity but also not restricted to other transactional situation as that of the automatic teller machines (ATM). Mobile payment has gained acceptance in the world and, its success in some part of the Sub-Saharan Africa, is not exaggerated. Consumers, merchants and agents have accepted it, as an alternative to cash, checks, credit card and other forms of traditional payment in countries where formal banking usage by populace is low. However, there has been little or no empirical research in developing countries to understand consumer expectation and the factors to use to deliver a sustainable mobile payment service. Africa and developing countries in general, has been classify as a difficult location to understand in the aspect of mobile payment service and thus leading to study gaps in both theoretical and geographical aspect couple with, the lack of knowledge or understanding of the success of mobile payment service in developing countries. Prior research is use to understand the individual adoption or intention behavior in Information Systems and predicting the post-adoption and continuance intention in other IS field. In addition, there are two streams that technology acceptance is instituted on
Advisors
Rho, Jae Jeungresearcher노재정researcher
Description
한국과학기술원 :글로벌IT기술대학원프로그램,
Publisher
한국과학기술원
Issue Date
2018
Identifier
325007
Language
eng
Description

학위논문(박사) - 한국과학기술원 : 글로벌IT기술대학원프로그램, 2018.2,[viii, 110 p. :]

Keywords

Mobile payment▼aFinancial inclusion▼aSuccessful and Unsuccessful Mobile payment▼aGovernment support▼aConsumer expectation▼aService delivery; 모바일 결재▼a금융 수용▼a모바일 결재의 성공 및 실패▼a정부 지원▼a소비자 기대▼a서비스 제공

URI
http://hdl.handle.net/10203/264459
Link
http://library.kaist.ac.kr/search/detail/view.do?bibCtrlNo=734228&flag=dissertation
Appears in Collection
ITP-Theses_Ph.D.(박사논문)
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