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Examining the role of initial trust in user adoption of mobile payment services: an empirical investigation

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Abstract

User adoption of mobile payment (m-payment) is low compared to the adoption of traditional forms of payments. Lack of user trust has been identified as the most significant long-term barrier for the success of mobile finances systems. Motivated by this fact, we proposed and tested an initial trust theoretical model for user adoption of m-payment systems. The model not only theorizes the role of initial trust in m-payment adoption, but also identifies the facilitators and inhibitors for a user’s initial trust formation in m-payment systems. The model is empirically validated via a sample of 851 potential m-payment adopters in Australia. Partial least squares structural equation modelling is used to assess the relationships of the research model. The results indicate that perceived information quality, perceived system quality, and perceived service quality as the initial trust facilitators are positively related to initial trust formation, while perceived uncertainty as the initial trust inhibitor exerts a significant negative effect on initial trust. Perceived asset specificity is found to have insignificant effect. In addition, the results show that initial trust positively affects perceived benefit and perceived convenience, and these three factors together predict usage intention. Perceived convenience of m-payment is also found to have a positive effect on perceived benefit. The findings of this study provide several important implications for m-payment adoption research and practice.

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Authors and Affiliations

  1. Tasmanian School of Business & Economics, University of Tasmania, Hobart, TAS, 7005, Australia

    Lingling Gao & Kerem Aksel Waechter

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  1. Lingling Gao
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  2. Kerem Aksel Waechter
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Correspondence to Lingling Gao.

Appendix Measurement scales and items

Appendix Measurement scales and items

Perceived system quality (SYQ) (adapted from Kim et al. (2010))

  • SYQ1: Mobile payment quickly loads all the text and graphics.

  • SYQ2: Mobile payment is easy to use.

  • SYQ3: Mobile payment is easy to navigate.

  • SYQ4: Mobile payment is visually attractive.

Perceived information quality (INQ) (adapted from Kim et al. (2010))

  • INQ1: Mobile payment provides me with information relevant to my needs.

  • INQ2: Mobile payment provides me with sufficient information.

  • INQ3: Mobile payment provides me with accurate information.

  • INQ4: Mobile payment provides me with up-to-date information.

Perceived service quality (SEQ) (adapted from Kim et al. (2010))

  • SEQ1: Mobile payment provides on-time services.

  • SEQ2: Mobile payment provides prompt responses.

  • SEQ3: Mobile payment provides professional services.

  • SEQ4: Mobile payment provides personalized services.

Perceived uncertainty (UNC) (adapted from Chiou and Shen (2012) and Wang et al. (2012))

  • UNC1: I would not feel totally safe providing personal privacy information over a mobile payment.

  • UNC2: I am worried about using mobile payment because other people may be able to access my account.

  • UNC3: I would not feel secure sending sensitive information via a mobile payment.

  • UNC4: I fell using mobile payment still has the risk of incomplete transaction.

  • UNC5: I am afraid that my data will be embezzled.

Perceived asset specificity (PSS) (developed based on Liang and Huang (1998) and Teo et al. (2004))

  • PSS1: Mobile payment can be used only in specific websites.

  • PSS2: Using mobile payment requires the installation of specific software that is dedicated to a particular bank.

  • PSS3: Learning the usage of mobile payment takes time.

  • PSS4: It takes time and effort to accumulate mobile payment experience.

Perceived ability (PEA) (adapted from Bhattacherjee (2002), Gefen (2002), and Yousafzai et al. (2009))

  • PEA1: I believe that mobile service providers provide an excellent mobile payment service.

  • PEA2: I believe that mobile payment is processing my transactions accurately and on time.

  • PEA3: I believe that mobile payment provides 24 h access to financial transaction services.

  • PEA4: I think that m-payment services meet my needs.

Perceived integrity (PEI) (adapted from McKnight et al. (2002) and Kim et al. (2009a, Kim et al. 2009b, 2009c)

  • PEI1: I believe that mobile payment is fair with its internet banking customers.

  • PEI2: I believe that mobile payment has consistent online practices and policies.

  • PEI3: Mobile payment always provides reliable financial services.

  • PEI4: Mobile payment always provides safe financial services.

  • PEI5: Mobile payment gives the impression that it keeps promises and commitments.

Perceived benevolence (PEB) (adapted from Gefen (2002), McKnight et al. (2002), and Yousafzai et al. (2009))

  • PEB1: I believe that mobile payment will repay the money if it is taken from myaccount through unauthorized transactions.

  • PEB2: I believe that mobile payment service providers have my best interests in mind.

  • PEB3: I think mobile payment service providers are concerned with the present and future interests of users.

Perceived benefit (BEN) (adapted from Lee (2009) and Kim et al. (2010))

  • BEN1: I think that using mobile payment can save my time in performing payment transaction.

  • BEN2: I think that using mobile payment can save the transaction handling fees in performing payment transaction.

  • BEN3: I think mobile payment enables me to conduct payment quickly.

  • BEN4: Overall, I think that using mobile payment is advantageous.

Perceived convenience (CON) (adapted from Lee (2009) and Kim et al. (2010))

  • CON1: I think that learning to use mobile payment is easy for me.

  • CON2: I think skilfully using mobile payment is easy for me.

  • CON3: I think that interaction with mobile payment does not require a lot of mental effort.

  • CON4: I think that it is easy to use mobile payment to accomplish my payment tasks.

Usage intention (INT) (taken from Kim et al. (2010))

  • INT1: I will use mobile payment.

  • INT2: In the next 6 months, I will use mobile payment.

  • INT3: If I have chances to use mobile payment, I will use it.

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Gao, L., Waechter, K.A. Examining the role of initial trust in user adoption of mobile payment services: an empirical investigation. Inf Syst Front 19, 525–548 (2017). https://doi.org/10.1007/s10796-015-9611-0

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  • DOI: https://doi.org/10.1007/s10796-015-9611-0

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