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International Conference on Human-Computer Interaction

HCII 2021: HCI in Business, Government and Organizations pp 293–306Cite as

Transferring Customers Trust and Loyalty on Offline Banks Towards Online Payment Platforms in Integrated Ecosystem

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Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 12783))

Abstract

Cashless society is becoming popular due to the advanced development of technology. The ubiquity of mobile payment is astounding. Consumers have shifting from physical to mobile payment, making payment process more convenient and seamlessness. This paper is exploring the possibility of transferring customers trust and loyalty on offline banks to online payment platforms. Customers can extend their positive evaluations of the online channel to the offline channel by the halo effect. Particularly, based on the synergistic combination, the offline bank and the online payment platforms may collaborate to enhance customer’s payment stickiness and create a more integrated ecosystem. To address these research questions, we analyze 353 users. A LISERSL for Structural Equation Modeling was used to test the research hypotheses, indicating a good fit of measurement model. Eight of the ten research hypotheses are supported. The results show significant transferring customers trust on offline banks to online payment platforms, but perceived quality has no significant effect on transferring customers trust on offline banks to online payment platforms. Offline bank loyalty has significantly positively affected online payment platforms loyalty, proving the halo effect. Theoretical and practical implications are provided.

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Author information

Authors and Affiliations

  1. Department of Information Management, National Dong Hwa University, Hualien, Taiwan

    Bo-chiuan Su

  2. Department of International Business, Tunghai University, Taichung City, Taiwan

    Li-Wei Wu

  3. Citibank, Taipei, Taiwan

    Ying-Chi Yen

Authors
  1. Bo-chiuan Su
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  2. Li-Wei Wu
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  3. Ying-Chi Yen
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Correspondence to Li-Wei Wu .

Editor information

Editors and Affiliations

  1. Missouri University of Science and Technology, Rolla, MO, USA

    Fiona Fui-Hoon Nah

  2. Missouri University of Science and Technology, Rolla, MO, USA

    Keng Siau

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Su, Bc., Wu, LW., Yen, YC. (2021). Transferring Customers Trust and Loyalty on Offline Banks Towards Online Payment Platforms in Integrated Ecosystem. In: Nah, F.FH., Siau, K. (eds) HCI in Business, Government and Organizations. HCII 2021. Lecture Notes in Computer Science(), vol 12783. Springer, Cham. https://doi.org/10.1007/978-3-030-77750-0_19

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  • DOI: https://doi.org/10.1007/978-3-030-77750-0_19

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-77749-4

  • Online ISBN: 978-3-030-77750-0

  • eBook Packages: Computer ScienceComputer Science (R0)

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