Switching behaviors in peer-to-peer mobile payment applications: the role of sociability

Xuan Tai Mai · Trang Nguyen

13 citations0/0 files storedJournal of Systems and Information Technology

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Health, Technology, Consumer Behavior

Abstract

Purpose Using features of social media, peer-to-peer (P2P) mobile payment enables users to foster social interaction every time transactions are made. Given the increasing popularity of social features in P2P mobile payment applications, it is worth understanding how these components contribute to users’ switching behavior between conventional mobile payment and P2P mobile payment services. By treating sociability of P2P mobile payment as a pull factor, this study aims to extend the push–pull–mooring framework in the context of P2P mobile payment. Design/methodology/approach A questionnaire survey was conducted to obtain data. Respondents from the USA were exclusively selected due to the emerging number of P2P mobile payment users and the volume of transactions in this country. Based on a sample of 232 Amazon Mechanical Turk mobile payment users, the authors tested the hypotheses using the partial least squares structural equation model technique with SmartPLS software version 3. Findings The finding reveals that sociability is triggered by social presence, social benefit and social support within the P2P mobile payment platform. Moreover, dissatisfaction with perceived enjoyment of conventional mobile payment (push factor), customer innovativeness (mooring factor) and sociability of P2P mobile payment (pull factor) jointly influence users’ intention to switch to P2P mobile payment services, and subsequently drive their migration behavior. Originality/value Unlike past research that mainly focuses on utilitarian-related factors, to the best of the authors’ knowledge, this study is among the first to thoroughly examine the sociability features of P2P mobile payment service as a form of a social-centric system.

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References

1991The theory of planned behavior 2003User Acceptance of Information Technology: Toward A Unified View1 2014A new criterion for assessing discriminant validity in variance-based structural equation modeling 2018When to use and how to report the results of PLS-SEM 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics 2015Common Method Bias in PLS-SEM 1991Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation 1995Understanding Information Technology Usage: A Test of Competing Models

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