Examining the Adoption of Mobile Payment Service: Expectation Confirmation Model with Trust

Abstract

This study has an objective to examine the acceptance of mobile payment services by employing a modified ECM model with Trust. Several related studies on e-commerce and mobile payment have been investigated to derive important variables which can be employed on a wanted model. The model expresses the effect of customers' trust on their satisfaction in using mobile payment services and their continuance intention in using it. The online questionnaires constructed based on the proposed model were distributed to mobile payment users to gather their perceptions in using it. The 338 questionnaires gathered were analyzed statistically by SEM to test the hypotheses of the study. The results of the analysis reveal that customers' trust is a significant variable to enhance customers' satisfaction and continuance intention in using mobile payment services. Other output refer that Trust and Confirmation have a direct effect on the Perceived Usefulness of the services. Furthermore, both Perceived Usefulness and Trust will make consumers feel satisfied and tend to continuance their intention in using mobile payment services. This study contributes to financial service providers in delivering an obviousness, how was the trust of services can make consumers feel satisfy and use the service continually.