Adoption of mobile payment: An integration of UTAUT, utilitarian value, and trust

Abstract

During the COVID-19 outbreak, the use of mobile payment methods in Indonesia rose dramatically. Retaining customers is critical for mobile payment service providers. The purpose of this study is to analyze consumer behavior toward the adoption of mobile payment systems using the unified theory of acceptance and use of technology (UTAUT), utilitarian value, and trust. The partial least squares-structural equation modeling (PLS-SEM) approach is used to validate the suggested model. The information was gathered from 260 M-payment customers in Indonesia. The findings revealed that information quality, system quality, and service quality all had an impact on perceived value. Performance expectancy, social influence, effort expectancy, facilitating conditions, personal innovativeness, trust, and perceived value all had a substantial impact on behavioral intention. Furthermore, behavioral intention had a considerable influence on user behavior. The findings of this study contribute to a better knowledge of the elements that influence the adoption of M-payment systems in Indonesia. © 2023 Author(s).