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Social aspect versus service quality in trust formation toward mobile payment adoption: a case study of Indonesia

Social aspect versus service quality in trust formation toward mobile payment adoption: a case... This research aims to investigate the significant influence of social factors based on the social impact theory against service quality factors based on uncertainty avoidance dimension in determining user perception of trust toward mobile payment (MP) usage.Design/methodology/approachThe theoretical model used was analyzed by adopting the structural equation modeling technique. Questionnaires were delivered to Indonesian customers as the target respondents using Google Forms, and finally, 659 valid responses were received.FindingsBased on the direct effect analysis, service quality had more influence on the user trust perception than the social aspect. More specifically, Perceived Security was the most influential in increasing the level of user trust followed by Perceived Usefulness and Network Externalities.Originality/valueThis research presents a comprehensive investigation that applied a different perspective of the way social and service quality aspects develop user trust toward MP usage. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Asia Pacific Journal of Marketing and Logistics Emerald Publishing

Social aspect versus service quality in trust formation toward mobile payment adoption: a case study of Indonesia

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References (59)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1355-5855
DOI
10.1108/apjml-10-2021-0774
Publisher site
See Article on Publisher Site

Abstract

This research aims to investigate the significant influence of social factors based on the social impact theory against service quality factors based on uncertainty avoidance dimension in determining user perception of trust toward mobile payment (MP) usage.Design/methodology/approachThe theoretical model used was analyzed by adopting the structural equation modeling technique. Questionnaires were delivered to Indonesian customers as the target respondents using Google Forms, and finally, 659 valid responses were received.FindingsBased on the direct effect analysis, service quality had more influence on the user trust perception than the social aspect. More specifically, Perceived Security was the most influential in increasing the level of user trust followed by Perceived Usefulness and Network Externalities.Originality/valueThis research presents a comprehensive investigation that applied a different perspective of the way social and service quality aspects develop user trust toward MP usage.

Journal

Asia Pacific Journal of Marketing and LogisticsEmerald Publishing

Published: May 26, 2023

Keywords: Social influence; Service quality; Trust; Mobile payment; Social impact theory; Uncertainty avoidance

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