Abstract
The interest in m-payments through mobile phones to replace the use of cash, credit cards or cheques is rapidly increasing in our society. The present study aims to examine the situation of near field communication (NFC) m-payment services along with the determinants of users’ continuance intention. To this intent, a sample of 1840 respondents with experience in using NFC payments participated in an online survey. During the first phase of this research, an structural equation modelling (SEM) technique was used to identify the acceptance predictors of mobile payments as well as to analyse the eventual moderating effect of the gender and age of the users of this tool. The second phase focused on the neural network model’s proficiency in assessing the relative impact of the most relevant predictors stemming from the aforementioned SEM analysis. The results obtained revealed subjective norms, risk, perceived usefulness, customer brand engagement and trust as the most significant antecedents of continuance intention towards NFC payments. The study also discusses the managerial implications derived from this research while assessing and suggesting potential user behaviour-based business opportunities for service providers.
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Acknowledgements
This research was funded by the Spanish Ministry of Science and Innovation, National R&D&I Plan and FEDER under Grant [B-SEJ-209-UGR18] and Research Project III-44010 of the Ministry of Education, Science and Technological Development of the Republic of Serbia.
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Appendices
Appendix 1: Research on m-payment systems
References | Dependent variable | Theory | Country | Independent variables |
---|---|---|---|---|
Al-Amri et al. [3] | Intention to use | None | Malaysia | Perceived ease of use, perceived usefulness, ubiquity, awareness, perceived risk, structural assurance, security, privacy and trust |
Ruangkanjanases and Sirikulprasert [117] | Intention to use | IDT TAM | Thailand | Complexity, trust and security, relative advantage, compatibility, social influence and cost |
Liébana-Cabanillas et al. (2018) | Intention to use | TAM extended | Spain | Perceived usefulness, perceived ease of use, perceived security, perceived compatibility, subjective norms, personal innovativeness and individual mobility |
Museli and Jafari Navimipour [98] | Intention to use | TAM extended | Azerbaijan | Perceived ease of use, potential risk, perceived usefulness and cost |
Zhao et al. [149] | Intention to use | TAM extended | United States | Perceived risk, perceived ease of use and perceived usefulness |
Ramos de Luna et al. [112] | Intention to use | TAM extended | Spain | Subjective norms, perceived ease of use, perceived usefulness, attitude and perceived security |
Christian et al. [27] | Intention to use | TAM extended | Indonesia | E-service Quality, NFC indicators, perceived ease of use and perceived usefulness |
Gbongli et al. [36] | Intention to use | TRA IDT TAM UTAUT | Togo | Mobile money self-efficacy, Mobile money technology anxiety, Perceived ease-of-use, perceived usefulness, Attitude and Personal innovativeness |
Lee et al. [66] | Intention to use | UTAUT | South Korean | Performance expectancy, Effort expectancy, Social influence, Facilitating conditions and Privacy risk |
Chen et al. [18] | Intention to use | SOR | Taiwan | Utilitarian Value, Hedonic Value, Salespersons behaviors and Satisfaction |
Lin et al. [79] | Intention to use | UTAUT ISS TTF | China and Korea | Effort expectancy, Facilitating conditions, Information quality, Performance expectancy, Service quality, Social influence, System quality, Task characteristics, Task-technology Fit, Technology characteristics and User satisfaction |
Lu et al. [82] | Continuance Intention | IS continuance theory | China | Social influence, privacy, mobility, privacy protection, mobility, usefulness and satisfaction |
Chen and Li [19] | Continuance Intention | IT continuance theory | China | Post perceived usefulness, disconfirmation of pre-perceived usefulness, post perceived risk, disconfirmation of pre-perceived risk, trust and satisfaction |
Hossain et al. [50] | Continuance Intention | None | Bangladesh | Perceived usefulness, perceived ease of use, credibility, mobility, perceived risk and satisfaction |
Liébana-Cabanillas et al. [74] | Continuance Intention | None | Spain | Convenience, effort expectancy, perceived trust, service quality, social value, satisfaction and perceived risk |
Talwar et al. [133] | Continuance Intention | ISS TCE IT continuance theory | India | Initial trust, Perceived information quality, Perceived service quality, Perceived asset specificity, Perceived uncertainty, Confirmation, Perceived usefulness and Dissatisfaction |
Wiese and Humbani [143] | Continuance Intention | None | South African | Optimism, Innovativeness, Discomfort, Insecurity, Adoption, Usefulness, Ease of use and Attitude |
IDT diffusion of innovations theory, TAM technology acceptance model, TRA theory of reasoned action, TPB theory of planned behavior, UTAUT unified theory of acceptance and use of technology, SOR stimulus–response model, TTF task-technology fit model, ISS information systems success model, TCE transaction cost economics
Appendix 2: Constructs and measurement items
Construct | Item | Scale |
---|---|---|
Subjective norms | SN1 | The people whose opinions I value would approve of me using NFC mobile payment systems to purchase products |
SN2 | Most of the people I have in mind think that I should use NFC mobile payment systems to purchase products | |
SN3 | They hope that I use NFC mobile payment systems to purchase products | |
SN4 | The people who are close to me would agree with me using NFC mobile payment systems to purchase products | |
Performance/quality value | PQV1 | NFC mobile payment systems have an acceptable standard of quality |
PQV2 | NFC mobile payment systems services make me want to use them | |
PQV3 | The quality of NFC mobile payment systems is good relative to the price | |
PQV4 | The fact I use NFC mobile payment systems makes a good impression on other people | |
Perceived usefulness | PU1 | Using NFC mobile payment systems could help me make purchases |
PU2 | Using NFC mobile payment systems could increase the efficiency of making my purchases | |
PU3 | Using NFC mobile payment systems for my purchases could increase my productivity | |
PU4 | In general, NFC mobile payment systems could be useful for me to make purchases | |
Hedonic motivation | HM1 | Using NFC mobile payment systems is fun |
HM2 | Using NFC mobile payment systems is enjoyable | |
HM3 | Using NFC mobile payment systems is very entertaining | |
HM4 | Using NFC mobile payment systems gives me pleasure | |
HM5 | Using NFC mobile payment systems is exciting | |
Personal innovation | PI1 | If I find out about new information technology, I seek ways to experience it |
PI2 | I am usually one of the first among my colleagues/peers to explore new information technology | |
PI3 | In general, I am reluctant to try new information technologies | |
Consumer-brand engagement | CBE1 | I am enthusiastic about NFC mobile payment systems |
CBE2 | When I am engaging myself with NFC mobile payment systems, I feel strong and vigorous | |
CBE3 | I can continue engaging myself with NFC mobile payment systems for very long periods of time | |
CBE4 | I keep on engaging myself with NFC mobile payment systems, even when things do not go well | |
CBE5 | The quality of NFC mobile payment systems is high | |
CBE6 | My expectations with regard to the offer of NFC mobile payment systems are surpassed | |
CBE7 | The performance of NFC mobile payment systems with regard to other mobile payments is high | |
Perceived trust | TRUST1 | I think that NFC mobile payment systems will keep the promises and commitments they put forward |
TRUST2 | NFC mobile payment systems are trustworthy | |
TRUST3 | I would qualify NFC mobile payment systems as honest | |
TRUST4 | I think that NFC mobile payment systems are responsible | |
TRUST5 | In general, I trust NFC mobile payment systems | |
Perceived Risk | PR1 | Other people may see the information about my online transactions if I use NFC mobile payment systems |
PR2 | There is a high chance of wasting money if I make purchases using NFC mobile payment systems | |
PR3 | There is significant risk involved in purchasing through NFC mobile payment systems | |
PR4 | I think that making purchases with NFC mobile payment systems is risky | |
Satisfaction | SAT1 | Disgusted-Pleased |
SAT2 | Frustrated-happy/pleased/gratified | |
SAT3 | Appalling/awful/terrible-delighted/happy | |
SAT4 | Unsatisfied-satisfied | |
Continuance intention | CI1 | I intend to continue using NFC mobile payment systems in the future |
CI2 | I will try to use NFC mobile payment systems in my daily life | |
CI3 | I will continue to use NFC mobile payment systems as often as I do now |
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Liébana-Cabanillas, F., Singh, N., Kalinic, Z. et al. Examining the determinants of continuance intention to use and the moderating effect of the gender and age of users of NFC mobile payments: a multi-analytical approach. Inf Technol Manag 22, 133–161 (2021). https://doi.org/10.1007/s10799-021-00328-6
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DOI: https://doi.org/10.1007/s10799-021-00328-6