Customers’ continuance usage of mobile payment during the COVID-19 pandemic

Q1 Business, Management and Accounting

Spanish Journal of Marketing - ESIC Pub Date : 2022-10-14 DOI:10.1108/sjme-02-2022-0016

I. Handoko

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引用次数: 5

Abstract

Purpose The COVID-19 pandemic has significantly affected how consumers make payment choices. This study aims to develop a comprehensive model explaining customers’ continuance usage of mobile payment during the COVID-19 pandemic by investigating both the pull (positive) factors of mobile payment and the push (negative) factors of cash payment. Design/methodology/approach A survey was conducted on 508 mobile payment users. A quota sampling method was applied to collect the data. Then, the data were analyzed using structural equation modeling. This study employed SPSS and LISREL software. Findings This study reveals that four antecedent factors: favorable attitude toward mobile payment, social influence, facilitating conditions and unfavorable attitude toward cash payment, positively affect the continuance intention to use mobile payment during the COVID-19 pandemic. The finding also corroborates the effect of continuance intention on the actual use of mobile payment. Practical implications This research provides valuable insights for formulating business strategies. The results indicate that mobile payment providers should not only consider the positive aspects of mobile payments but also the negative aspects of cash payment when encouraging the continuance usage of mobile payments to customers. Originality/value This study is among the first to empirically test the effect of unfavorable attitudes toward cash payment on the continuing use of mobile payment. Specifically, the research extends the unified theory of acceptance and use of technology by adding the push–pull-mooring model to enhance the explanatory power.

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新冠肺炎疫情期间客户继续使用移动支付的情况

新冠肺炎疫情对消费者的支付选择产生了重大影响。本研究旨在通过调查移动支付的拉动(积极)因素和现金支付的推动(消极)因素，建立一个综合模型来解释客户在COVID-19大流行期间继续使用移动支付的原因。设计/方法/方法对508名移动支付用户进行了调查。采用定额抽样的方法进行数据采集。然后，采用结构方程模型对数据进行分析。本研究采用SPSS和LISREL软件。本研究发现，对移动支付的有利态度、社会影响、便利条件和对现金支付的不利态度这四个前因因素对COVID-19大流行期间移动支付的持续使用意愿有正向影响。这一发现也证实了持续意愿对移动支付实际使用的影响。实际意义本研究为制定商业策略提供了有价值的见解。研究结果表明，移动支付提供商在鼓励客户继续使用移动支付时，既要考虑移动支付的积极方面，也要考虑现金支付的消极方面。原创性/价值这项研究是第一个实证测试对现金支付的不利态度对继续使用移动支付的影响的研究之一。具体而言，本研究通过增加推拉系泊模型，扩展了技术接受与使用的统一理论，增强了解释力。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Spanish Journal of Marketing - ESIC Business, Management and Accounting-Marketing

CiteScore

9.10

自引率

0.00%

发文量

审稿时长

12 weeks

期刊介绍： Expected manuscript profile: SJM-ESIC is especially interested in submissions that include unique and novel contributions on the frontier of knowledge, focused on emerging areas relevant to academic research in marketing or even opening new research niches. New methodologies and techniques are particularly appreciated. SJM-ESIC welcomes a wide array of original contributions (quantitative or qualitative empirical analysis, critical literature reviews, meta-analysis, theoretical papers, agenda for future research, etc.), as well as research that cross the frontiers between marketing and other related areas. Submitted manuscripts can be focused on Spanish, Latin-American, but also any other relevant market. Agenda for Future Research: Considering the interest of the SJM-ESIC for unique and novel contributions on the frontier of knowledge, this section aims to create a space for critical reflection of new directions in which future specialized research in the marketing field should advance. The Agenda for Future Research section welcomes contributions outlining emerging opportunities in the marketing discipline derived, for example, from changes in consumers'' behaviour. New challenges in this evolving field might be also addressed. In sum, this section aims to propose new research avenues for marketing academics in order to inspire future research agendas. Leading researchers in the marketing discipline, either alone or in collaboration, are highly encouraged to contribute to this Agenda for Future Research section. Due to the particularities of this type of contributions, no restrictions on manuscript structure apply.