Drivers and barriers of mobile payment adoption: Malaysian merchants' perspective

The Malaysian market consists of a large consumer-base carrying mobile phones. However, the adoption and proliferation of mobile (m-) payments remain dismal. Evidence from the literature necessitates the need for elucidating the adoption barriers and drivers from multiple perspectives. There has been much research on consumer adoption and usage of mobile payment systems, but there is a lack of research on this subject from the merchants' perspective. Taking into account the critical role merchants play in promoting a sustainable m-payment ecosystem, this work elucidates the perspective of merchants in Malaysia vis-à-vis m-payment systems. In-depth interviews with merchants from multiple retail categories were conducted to gain insight into their motivational drives, barriers, and challenges in the context of the adoption and implementation of m-payment systems in Malaysia. The results confirmed that the relative advantage of decreasing payment processing time and fees, convenience, and enhanced payment security features are some of the factors motivating merchants to adopt m-payment, while technological incompatibility, complexity, the cost of investment, and the lack of critical mass and knowledge are some of the factors discouraging merchants from doing so. Our findings further expand the limited knowledge of m-payment systems in the context of Malaysian merchants, which is valuable for industries and policymakers. The results of this study can be generalised to other m-payment systems in other countries - Apple Pay, Samsung Pay, and Android Pay, with Apple Pay, Alipay, and WeChat.     

QR code and mobile payment: The disruptive forces in retail

The emergence of mobile payment (m-payment) resulted in the disruption of many sectors in the business sphere, particularly the retail industry. However, the acceptance of m-payment still has substantial room for improvement. Therefore, this study purports to ascertain the critical antecedents that impact the m-payment adoption intention, in particular the type of m-payment that utilizes the Quick Response (QR) code technology, through an extended Mobile Technology Acceptance Model. On top of offering several theoretical implications, numerous practical implications are also provided for stakeholders in the retail sector.     

An exploratory investigation of factors affecting and best predicting the renewed adoption of mobile wallets

Foreign nationals often have no other choice than to adapt themselves to technological innovations of their host countries. This is particularly the case of individuals who are exposed temporarily to the world’s cashless societies where mobile wallets are the dominated payment method. Yet, little is known regarding continuous usage intentions among these individuals who have accumulated experience interacting with mobile wallets.This study explores how relative convenience, relative advantage, perceived privacy, and perceived security influence 'renewed adoption' of mobile wallets among experienced users of the leading Chinese mobile wallets. It also explores the best predictors of the renewed adoption intention of mobile wallet technology among these users. The results of this study show that each of the independent variables positively influences renewed adoption intentions. The results also show that relative advantage and perceived security as the best predictors of renewed adoption intention of mobile wallets. Based on the results of this study, practical and theoretical implications are provided.     

What drives customers toward proximity payment services? An integrated theory of planned behavior perspective

Proximity mobile payment (PMP) services facilitate mobile payments between payer and payee who are at same location thorough a proximity technology such as QR codes, Bluetooth, and near-field communication. It has potential to drastically change consumers' payment methods in developing countries where traditional finance infrastructure is lacking. However, there are various challenges to adopting PMP in such countries. This study aims to explore users' opinions on and motivations for using PMP by proposing an extended theory of planned behavior (TPB) model. It also seeks to resolve inconsistencies in PMP adoption studies regarding the role of user's trust in PMP services. A survey instrument was used to collect data from PMP users in a developing country. The data were analyzed using structural equation modeling. This study highlights trust as a mitigator of the negative effect induced by the perceived risk of using PMP services. It also validates that the TPB, coupled with other contextual factors, explains the adoption of PMP services in developing countries.     

The determinants of users’ intention to adopt telehealth: Health belief,perceived value and self-determination perspectives

Telehealth is an effective and promising mode of healthcare delivery. It is crucial for society to understand the determinants of user adoption of telehealth to realize its benefits. This research investigates and analyzes the factors that impact the adoption of telehealth services from the users' perspective. The study integrates three theoretical frameworks, namely, Health Belief Model, Perceived Value Theory, and the Self-Determination Theory, to provide a comprehensive understanding of the determinants of telehealth adoption. Using an online survey conducted in Singapore, the study collected 500 responses for data analysis. The findings indicate that perceived threat, cues to action, and perceived relatedness directly affect perceived value, while self-efficacy, perceived relatedness, and perceived autonomy have a significant direct impact on emotion. Additionally, users' perceived value of telehealth services has a direct and indirect positive influence on their intention to adopt telehealth services through emotions. The study offers practical implications for healthcare organizations, policymakers, and media management teams to encourage the adoption of telehealth services by integrating various psychological and health concerns of users that impact their adoption behavior.     

The Hare and the Tortoise: Do Earlier Adopters of Online Channels Purchase More?

Earlier adopters of a product or service tend to be more valuable than later adopters. Does this empirical generalization equally apply to earlier adopters of a multichannel retailer's new online channel too? This study segments customers on the basis of their responses to a new online channel and investigates the effects of their online channel adoption on purchase volumes across segments. The data cover 12.5 years of purchase history and individual transactions at a large multichannel French retailer of natural health products. Contrary to conventional wisdom, it is not innovators or early adopters, but rather the late majority segment that purchases more than the other segments, both before and after online adoption. Adoption of the firm's new online channel does not influence purchase volumes of heavy shopper segments (late majority and innovators), whereas light shopper segments tend to increase their purchases after adopting this new channel.     

An attribute-based model of quality satisfaction for Internet self-service technology

Many factors may contribute to consumers' satisfaction with Internet shopping, but the issue has rarely been addressed from the perspective of customer participation. Drawing on the attribute-based model, this article examines the attributes important for consumer satisfaction with Internet-based self-service technology (ISST). In addition, the current study argues that the importance of the attributes in determining consumers' satisfaction would vary as a function of their readiness to adopt technology. A survey was conducted to collect data from experienced users of online travel agencies or bookstores. The results based on 459 participants show that efficiency, ease of use, performance, perceived control and convenience are attributes having significant impacts on users' satisfaction with ISST. This study also identifies three consumer segments among ISST users based on their scores on technology-readiness drivers and inhibitors. As predicted, the importance of each attribute at determining user satisfaction varies across the three segments. Finally, implications for managers and researchers are discussed.     

Vaping Viewpoints: A Multi‐Segment Understanding of E‐Cigarette Risk Perceptions

Electronic cigarettes (e‐cigarettes) are battery‐operated devices used to deliver nicotine by vapor and are positioned as a safer alternative to traditional tobacco cigarettes. As a recent entrant to the market, little is known about how consumers perceive the health risks of these devices, raising the question of whether consumers are making informed product adoption and use choices. Study 1 evaluates different consumer usage segments (vapers, smokers, dual users, and nonusers) in terms of their level of perceived risk. Study 2 examines how different groups of consumers' risk perceptions are influenced by on‐ad warning labels. Results show that vapers operate as a distinct consumer segment with lower perceptions of harm than other segments, although illustrate greater likelihood to respond to health messaging and on‐ad warning information.     

Web retailing adoption: exploring the nature of internet users Web retailing behaviour

The interaction of consumers and marketers within the Web environment, particularly for retailing/purchasing is a growing area of importance. This paper focuses on examining Internet users adoption of the Web for retail usage. It uses the Technology Acceptance Model Davis (Int. J. Man-Mach. Studies 38 (1993) 475) as a theoretical foundation to explore adoption of this technology for retail usage. The study also adds what are argued to be key consumer characteristics such as Opinion Leadership, Impulsiveness, Web Shopping Compatibility, Internet Self-Efficacy, Perceived Web Security, Satisfaction with web sites, and Shopping Orientation to understand the adoption of Web retailing by Internet users’. A Web based survey was developed and administered, yielding 392 responses. The findings indicate that TAM is a valid theoretical framework to understand users adoption of the Web for retail purposes. Also Internet users’ perceived usefulness and perceived ease of use were effected differentially by Opinion Leadership, Web Shopping Compatibility, Internet Self-Efficacy, Perceived Web Security, Impulsiveness, Satisfaction with web sites, and Shopping Orientation.     

Impact of online convenience on mobile banking adoption intention: A moderated mediation approach

The purpose of this study to investigate the effect of online convenience dimensions on mobile banking (m-banking) adoption intention using a comprehensive moderated mediation framework. A total of 446 responses from Indian banking users were received using systematic sampling. The covariance-based structural equation modelling and PROCESS macro were used to examine the hypotheses. The results indicated that access convenience, transaction convenience, benefit convenience, and post-benefit convenience have a crucial impact on m-banking adoption intention. The perceived hedonic values and perceived utilitarian values mediate the effects of convenience dimensions on m-banking adoption intention. The study's findings will help banks to identify which dimension/s of online convenience they should focus on over m-banking platforms to enhance adoption intention. As, “Convenience” plays a crucial role in mobile commerce adoption intention. This study attempts to examine how convenience dimensions affect m-banking adoption intention.     

A contextual perspective on consumers' perceived usefulness: The case of mobile online shopping

This research aims to study the origins of consumers' usefulness perceptions through the example of mobile online shopping adoption in Europe. The results of an empirical study, which is grounded in technology acceptance theory, reveal the pivotal role of consumers' beliefs about the quality of mobile online stores in the formation of usefulness perceptions prior to adoption. While this study identifies that consumers form their usefulness evaluations depending on the respective shopping tasks, the results of a moderation analysis yield usefulness predictors that differ in relevance across product categories and shopping touchpoints. This contextual perspective has implications for both adoption and (online) channel research. It also helps managers to identify starting points on how to promote (mobile) online shopping adoption.     

A comparison of attitudes towards Internet advertising among lifestyle segments in Taiwan

As the Internet gradually diffuses throughout more sectors in society many advertisers have begun to consider the diversity in various aspects of consumer behaviour among Internet users. As Internet users' attitudes towards Internet advertising are found to influence their brand attitudes and purchase intentions, the study can contribute to the design and assessment of Internet advertising. The study identified potential lifestyle segments among Internet users and examined the relationships between lifestyle segments and their attitudes towards Internet advertising. This study surveyed 700 Internet users and employed a lifestyle segmentation approach for categorizing consumers into three distinct lifestyle groups: ‘experiencers’, ‘traditionalists’ and ‘self‐indulgents’. Statistical analyses pointed out that all three groups differed from one another in several demographic characteristics. Moreover, the lifestyle clusters were found partly to predict Internet users' attitudes towards Internet advertising. The findings of the present study provide justifications for marketers to treat Internet users as a heterogeneous group. Furthermore, advertising researchers should be aware of the diversity of the Internet population in order to assess the effectiveness of Internet advertising better.     

Exploring technology readiness for mobile payment app users

ABSTRACT

The study aims to better understand the various technology readiness segments by assessing how their readiness relates to demographics variables and their adoption, attitude, ease-of-use, usefulness and continuance intention to use mobile payment apps using the technology readiness index. Using a convenience sample of 416 from a consumer panel, a two-step cluster analysis shared similarities with three of the original technology readiness segments (pioneers, paranoids and explorers) while the other two segments clustered together into a fourth segment, hesitant-sceptics. The results indicate that South African mobile users are ready to use mobile payment applications, with the ‘explorer’ emerging as the best segment to target due to optimism levels, while the hesitant-sceptic segment represent the key to unlocking the real potential value of mobile payment apps. Understanding different segments provides marketers with the opportunity to select viable segments and to customise strategies to increase uptake and continued use according to customer needs.     

Online users' attitudes toward fake news: Implications for brand management

This study examines brands' vulnerability to fake news. The rapid spread of online misinformation poses challenges to brand managers, whose brands are cocreated online, sometimes to the detriment of the brand. There is a need to identify the information sources that are likely to be trustworthy and to promote positive consumer attitudes toward brands. The data for this study were taken from a Flash Eurobarometer of 26,576 respondents across 28 European countries. Cluster analysis and partial least squares structural equation modeling were used to analyze the data and unveil users' attitudes toward fake news. The findings show that users' attitudes toward fake news differ among European countries. Younger and tech-savvy users are more likely to recognize fake news and are consequently able to evaluate digital information sources without relying on policy interventions to limit the impact of fake news. Brand managers can use the findings of this study to better understand different kinds of users' susceptibility to fake news and reshape their social media branding strategies accordingly. It is hoped that this paper will encourage further research on brand management in relation to fake news and promote the widespread adoption of best practices in social media communication.     

Do social networking sites contribute for building brands? Evaluating the impact of users' participation on brand awareness and brand attitude

Social networking sites (SNSs) have attracted increasing attention from brands, which look at the platform as a privileged communication channel to reach their audiences. Despite their growing adoption, few research efforts have been devoted to evaluate SNSs' concrete implications for the brands. The current study addresses this opportunity, proposing a model that evaluates the impact of users' participation in SNSs on brand awareness and brand attitude, the two main pillars of brand knowledge. The study focuses on brand like pages in Facebook, the most used SNSs platform for brands. An online quantitative survey with brand like page users of leading brands in Facebook was implemented. Confirmatory factor analysis was used to estimate the measurement model and structural equation modelling was used to test the proposed research hypotheses. The results identify a significant, positive and direct impact of users' participation on brand awareness. Brand attitude also substantially benefits from users' participation, but this relationship is mediated by brand awareness. The findings help to validate SNSs' significant role on building brand knowledge and to position users' participation at the core of brands' SNSs objectives. Furthermore, the study provides a practical research framework, easily adapted for monitoring purposes and managerial guidance. Future research directions are discussed.     

Generative Mechanisms of the Adoption of Logistics Innovation: The Case of On‐site Shops in Construction Supply Chains

Empirical studies of logistics innovations have focused on the innovation process, bypassing much the innovative artifact or solution design itself. Focusing on the artifact and solution design in a case study, we contribute to the emerging theory of logistics innovations through articulating the generative mechanisms of the adoption of logistics innovation, that is, the mechanisms through which the design of the solution enables its adoption. We study On‐site Shop, a rare example from the construction industry of a logistics innovation that has successfully migrated from a limited number of pilots to common practice. The case study is based on insights from participation in the design of the solution, and on 55 interviews conducted in a relationship triad consisting of three groups: (1) construction site users, (2) the solution designers, and (3) the suppliers. We propose that standard and efficient solution set‐up is the key enabler of logistics innovation's adoption at temporary construction sites. Communication and operating rules facilitate adoption in the triad, whereas internal and external integration further advance adoption by creating links between the innovative logistics solution and other activities. Finally, trilateral collaboration and congruent technological frames in the relationship triad sustain adoption over time.     

Behavioral changes of multichannel customers: Their persistence and influencing factors

This study addresses how behavioral changes following a new channel's adoption persist over time, and how their patterns vary among customers. We verify the roles of individual behavioral traits reflecting self-selection, marketing exposure, and loyalty in explaining these differences. Based on the elaboration likelihood model and attitude commitment theory, we develop hypotheses to predict these traits' effects on customers' membership in a particular segment with a unique post-adoption behavioral pattern. A latent class model is developed to empirically identify various customer segments and connect behavioral traits to the probability of segment membership. The results reveal that only 25% of the sample exhibits permanent behavioral changes, and most of these tend to buy from numerous stores with intense cross-buying. Approximately 43% of customers who temporarily changed their behaviors were strongly inclined to use multiple shopping channels and spend substantial amounts on hedonic products. The remaining 32% who did not change their purchases appear to be frequent buyers. We also discuss the work's implications for managing multichannel customers.     

The Influence of Communication Source and Mode on Consumer Adoption of Technological Innovations

Communication is the critical process of diffusion of technological innovations, yet there is little research in the consumer behavior literature investigating how communication affects consumers’ decision to adopt technological innovations. This paper examines the effects of communication source and modality on consumers’ adoption of technological innovations using the 1999 University of Michigan's Survey of Consumers data. Specifically, a typology of communication sources and modality is presented, and the respective and interrelated influences of source and mode on consumers’ adoption of electronic banking are examined. The results demonstrate that communication factors can serve as significant predictors of consumer adoption of technological innovations and that consumer preferences for communication source and modality vary for different segments of adopters. In addition, we find information gaps between consumer segments high and low in socioeconomic status. Finally, implications for the diffusion of technological innovations and future research directions are discussed.     

Understanding antecedents of continuance and revisit intentions: The case of sport apps

Prior studies have investigated the antecedents of sport application (Sapp) adoption, but few researchers have concentrated on attitudinal, cognitive and behavioural factors' effects on users’ continuance intention (CI) and revisit intention (RI). This study focused on the Sapp CI antecedents of use intensity and commitment to – and competence and satisfaction with – these tools. Analyses using structural equation modelling were conducted with data on 362 Sapp users from Malaga, Spain. The results confirm that commitment to and competence with Sapps are positively related to satisfaction and use intensity, which have a positive impact on CI and RI.     

Elaboration of marketing communication through visual media: An empirical analysis

Visual media plays a significant role in the marketing and promotion of several international tourism services in today's connected marketplace, in particular here, international tertiary education. This study was developed to examine how visual media influence potential audiences' perception towards a specific educational tourism destination through the theoretical framework of Elaboration Likelihood Model (Petty and Cacioppo, 1986). Researchers compare central and peripheral routes of individual persuasion via visual media and this aids marketers' understanding of how visual media impact consumers' purchase decisions. This study confirms a positive relationship between argument quality, audience engagement, source credibility, audience involvement and international students as tourists' perceived destination image. The findings suggest that peripheral routes of persuasion have stronger effects on individual adoption of information than central routes of persuasion. The study provides useful insight for tertiary education agents who promote international studies, destination marketers, and other users of visual media communicators.