Antecedents of mobile payment loyalty: An extended perspective of perceived value and information system success model |
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| Institution: | 1. Discipline of Pharmaceutical Technology, School of Pharmaceutical Sciences, Universiti Sains Malaysia, 11800, Minden, Penang, Malaysia;2. PAP Rashidah Sa''adatul Bolkiah Institute of Health Sciences, Universiti Brunei Darussalam, Jalan Tungku Link Gadong BE1410, Brunei Darussalam;3. Razak School of Engineering and Advanced Technology, Universiti Teknologi Malaysia, 54100, Kuala Lumpur, Malaysia;4. Faculty of Business and Management, Universiti Teknologi MARA Selangor, 42300, Puncak Alam, Selangor, Malaysia;5. Faculty of Business, Multimedia University, Jalan Ayer Keroh Lama, 75450, Melaka, Malaysia;7. Graduate School of Business, Universiti Sains Malaysia, 11800, Penang, Malaysia;9. Non-Destructive Biomedical and Pharmaceutical Research Centre, Smart Manufacturing Research Institute, Universiti Teknologi MARA Selangor, 42300, Puncak Alam, Selangor, Malaysia;10. Particle Design Research Group, Faculty of Pharmacy, Universiti Teknologi MARA Selangor, 42300, Puncak Alam, Selangor, Malaysia;1. College of Business, Tennessee Technological University, Cookeville, TN, 38505, USA;2. College of Business Administration, Inha University, 100, Inha-ro, Minchuhol?gu, Incheon, 22212, South Korea;1. Faculty of Business and Management, Universiti Teknologi MARA, Cawangan Selangor, Kampus Puncak Alam, Malaysia;2. Faculty of Business and Management, Universiti Teknologi MARA, Cawangan Kelantan, Kampus Machang, Malaysia;3. Ted Rogers School of Management, Toronto Metropolitan University, 55 Dundas Street West, Toronto, Ontario, M5G 2C3, Canada;1. School of Logistics, Chengdu University of Information Technology, 610103, Chengdu, China;2. School of Management, Chengdu University of Information Technology, 610103, Chengdu, China;1. College of Business Administration, Saudi Electronic University, Riyadh. KSA. & Higher Institute of Management, University of Sousse, Tunisia;2. College of Business Administration, Saudi Electronic University, Riyadh. KSA & Higher Institute of Management, Tunis, Tunisia |
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| Abstract: | Drawing on the information system success model and perceived value theory, we develop a research model to examine factors that may affect user satisfaction and loyalty of mobile payment platforms. Empirical data was collected from users using Alipay and WeChat Pay in China, and a total of 410 valid responses were gathered for data analysis. The results show that the multi-dimensional formative perceived value including benefits and sacrifice is important determinant of mobile payment user satisfaction and loyalty. The three benefit dimensions of functional value, experiential value and social value are more important value components than the two sacrifice dimensions of risk and cost, and experiential value is the dominant component of mobile payment users' value perception. As for the antecedents of perceived value, system quality and service quality mainly affect perceived benefits, while information quality has a greater impact on risk. The research results provide the contribution of specific value dimensions to users' perceived value and the impact of quality characteristics on specific perceived value for mobile payment platform providers, thus helping them to adopt effective strategies to strengthen market competitiveness and retain existing users. |
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| Keywords: | Mobile payment platform Information system success model Perceived value theory User satisfaction User loyalty |
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