Users' Trust and Intention to Adopt Personalized Mobile Services

The study focused on identifying the drivers of users' intention to continue using mobile money services and examining the moderating role of perceived security. The study employed Partial Least Squares Structural Equation Modelling to analyze 341 responses. The findings show that system, information, and service quality influence perceived usefulness and perceived ease of use. Additionally, perceived usefulness, perceived ease of use, security, and convenience drive users' intention to continue using mobile money services. However, user satisfaction does not influence users' intention to continue using mobile money services. Moreover, the study found that perceived security moderates the relationship between user satisfaction and intention to continue using mobile money services. The findings validate previous studies while also extending the existing literature on mobile money services. Furthermore, the study provides theoretical and managerial implications for mobile money service providers, the government, and the academic community.

This study aims to examine the trust of millennial generation in the role of sharia mobile banking in the ease of solving their financial problems. The increased use of smartphones has made the banking industry provide mobile banking services to facilitate and increase customer productivity. The level of trust in sharia mobile banking is measured using the Technology Acceptance Model (TAM). Based on TAM, trust is determined by Perceived Easy of Use (PEoU), Perceived Usefulness (PU), Attitude to Product (ATP), and Intention to Use (ITU). This study uses an independent survey, with a total sample of 330 sharia mobile banking users spread throughout Indonesia. Data analysis techniques used in this study used SB-SEM (Covariance Based-Structural Equation Modeling) with AMOS software. The results showed that PEoU had a positive effect on PU, PEoU had a positive effect on ATP, PU had a positive effect on ATP, ATP had a positive effect on ITU, and ITU had a positive effect on Trust. Overall millennial generation has a high level of trust in sharia mobile banking, because sharia mobile banking is easy to use and makes it easy to solve their financial problems.

This paper analyses the current situation of Chinese mobile payment industry, and then discusses the win-win benefit mode that take third-party mobile payment companies as main body.Now, two kinds of payment processes--the web page payment and the APP payment is summarized, meanwhile, the paper explores five kinds of major characteristics of this win-win commerce mode.Our dataset is collected by online questionnaires and field research focusing on the usage intention of mobile payment services.Moreover, we put forward an index system to describe the level of usage intention, next to do Principal Component Analysis (PCA) and base on it to establish an evaluation model.Finally, we prove that this model could correctly describe the usage intention of users.

PurposeDigital stickers are being used frequently due to a rapid increase in the usage of mobile messenger services. Moreover, characters featured on digital stickers are being used as spokes-characters for brand marketing and advertisements. These characters create positive consumer attitude toward the brand and the brand's product or service.Design/methodology/approachBased on 307 surveys collected in Korea, this paper examines the relationship between the dimensions of the characters and the usage intention of an Internet-only banking service.FindingsResults indicate that unlike conventional spokes-characters, the expertise of sticker characters does not have an influence on usage intention. However, all three dimensions of characters are effective in forming a positive brand equity, and this has a mediating role in enhancing usage intention.Originality/valueCurrent research has brought academic attention to characters featured on digital stickers and have verified their significant role. Moreover, in an Internet-only banking context, branding strategy is an effective way to encourage customers to use services. Theoretical implications are addressed, as are implications for managers who are looking for a character that will execute effective marketing campaigns.

Many case examples in the mobile market have shown that the success of mobile services is difficult to predict. Different factors either boost or hinder the adoption of mobile services. The present chapter has covered earlier research on mobile service adoption and utilized a unique handset-based research platform in collecting data from 548 Finnish smartphone users in 2006. The main research goal is to understand the process of mobile service adoption by extracting new kinds of data straight from handsets. In addition to descriptive results, a path analysis model is developed that models the mobile service adoption process. The chapter finds that user intentions have a strong impact on consequent adoption of the service, expectedly. What is more, perceived hedonic benefits from the service are the strongest factor driving intentions to use the service. The perceived technical capability to use the service and the role of the surrounding social network do not drive the intentions of early-adopter users. Interestingly multimedia service adoption is driven by more capable (new) handsets, and mobile web browsing benefits significantly from block or flat-rate (instead of usage-based) pricing plans for transmitted data. The chapter develops several indices that measure time-varying characteristics of mobile services. Calculated indices for a set of mobile services suggest that the studied mobile services are currently experiencing different phases in their life cycle.

PurposeThe purpose of this paper is to examine the factors that influence the attitude and behavioral intention towards mobile wallet adoption and to examine the moderating effect of gender and age between antecedents of mobile wallet adoption and user attitude and intention.Design/methodology/approachBased on the literature review, certain themes around mobile wallet adoption were generated around which inputs were sought through two focus group discussions, first of which comprised working executives and second comprised students. A sample of 744 users of mobile wallet provided their awareness on mobile wallets, various mobile wallet services used and perception on ease of use, usefulness, trust, security, facilitating conditions and lifestyle compatibility (LC). To examine the moderating effect of gender and age, two methods, namely, Henseler’s partial least squares-multi group analysis (PLS-MGA), a non-parametric approach, and PLS-MGA, parametric approach, are used. The data was analyzed using partial least square-structural equation modeling.FindingsThe ease of use, usefulness, trust, security, facilitating conditions and LC significantly influence user attitude and intention. The results show that both gender and age moderate the relationship between select antecedents and attitude and intention and the influence is seen more for males and young users.Research limitations/implicationsThe sample comprises students and professionals from metros and large cities; hence, the generalizability of the results to the population at large may be limited. This study only examines the moderating role of age and gender. Future studies may include other demographic variables such as education, income, occupation, experience and household size.Practical implicationsThe findings help mobile wallet service providers understand the relevance and influence of various antecedent variables on the attitude and intention to adopt technology. This will help to plan and prioritize attributes for marketing purposes to increase the adoption and usage rates. Moreover, managers should plan strategies to enhance confidence among females and old age customers.Originality/valueThe proposed model both investigates the impact of antecedents on user attitude and intention and examines the moderating effect of select demographic variables. There are few empirical studies on the moderating effect of gender and age in the context of mobile wallets in India.

Based on the Theory of Reasoned Action, the Technology Acceptance Model, recent empirical results and a qualitative prestudy, we propose an acceptance model for mobile internet services. Participants in both a non-usage and a usage environment of a mobile parking service are surveyed. The results indicate that the model has high explanatory power, and highlight the importance of personal innovativeness, perceived usefulness and the pleasure of self-expression. The influence of the latter construct is related solely to anticipating the actual usage of a mobile parking service in a usage environment, whereas in a non-usage environment, it determines general attitudes besides usage intention. The causal path of attitude-intention-behaviour is weak, suggesting some specific inferences from reasons to resist and reject mobile services.

PurposeThe purpose of this paper is to develop a research model examining users’ perceived needs-technology fit of mobile communication software through motivational needs and technological characteristics. The study investigated the effects of perceived needs-technology fit on user satisfaction and intention to continue using mobile communication software.Design/methodology/approachThis study proposes a research model based on task-technology fit theory and uses and gratification theory, incorporating key determinants of users’ continuance intention toward mobile communication software. An online survey instrument was developed to collect data, and 403 questionnaires were used to test the relationships in the proposed model.FindingsThe causal model was validated using AMOS 21.0, and all nine study hypotheses were supported. The results indicated that users’ perceived needs-technology fit and satisfaction were crucial antecedents of their intention to continue using mobile communication software and that they mediated the influence of users’ needs as well as technological characteristics.Practical implicationsMobile communication software practitioners should focus on enhancing users’ perceived needs-technology fit through motivational needs (utilitarian, hedonic, and social needs) and technological characteristics (mobile convenience, service compatibility, and user control) to further boost user satisfaction and intention to continue using mobile communication software services.Originality/valueThis study contributes to a theoretical understanding of factors explaining users’ continuance intention toward mobile communication software.

The rapid development of technology in Indonesia today resulted in very tight competition in the industrial world, where industry players are required to be able to provide faster and efficient services to keep their consumers from turning to competitors. PT. XYZ Bank In 2014 launched a mobile banking service called SimobiPlus. However, based on the data obtained from the number of internal SimobiPlus users, it is still below 15% of the total customers and it can be concluded that the use intention between customers is still very low, so the authors want to find out the factors that influence the user's intention to use. These research analysts used the method of the previous research UTAUT Extend, where this method has been proven on conducting research of intended use and modify it by adding a variable perception of usefulness, ease of use, trust, and security. In collecting the data, questionnaires with 400 respondents also use for the analysis of this research. Based on the results, the variable Perceived Ease of Use, Trust, Security, Social Influence has a positive effect on behavioral intention, where the Perceived Usefulness variable has the top influence among the variables used in this research.

PurposeThis article aims to question the role of attitude towards behavior and bank reputation in the relationship between consumer compatibility and behavioral intention.Design/methodology/approachUsing survey data from 640 mobile bank users in a developing country setting, the authors explored the conditional effects of users' compatibility on their future intention to use mobile banking services through attitude towards use as a function of perceived corporate reputation.FindingsThe results indicated that the attitude towards using mobile banking services has a partial mediating role in the relationship between compatibility and future intention to use. This indirect path depends on the reputation of the bank.Originality/valueThe original contribution of this study is to detail the mechanism between compatibility and usage intention that emerges within the scope of the model the authors propose and to realize this through the Johnson-Neyman approach.

The wide broadband of third generation (3G) mobile communication technologies enables advanced mobile data services such as mobile TV. However, users’ adoption intention of mobile TV may decrease with their poor experience caused by the lack of usability, such as small screens and slow response. Drawing upon the flow theory, this research examined mobile TV user adoption. The results indicated that perceived ease of use, access speed and content quality have significant effects on the flow experience, which involves three dimensions: perceived enjoyment, perceived control and attention focus. In turn, flow experience affects perceived usefulness and usage intention. Thus, service providers need to present an engaging experience to users in order to facilitate their adoption and usage of mobile TV.

The rapid development of information technology and the diffusion of Internet-only banks have made mobile banking an essential service in Korea. Meanwhile, the spread of non-face-to-face services triggered by the COVID-19 pandemic is encouraging continuous innovation in the banking sector. This study explored the application design attributes of mobile banking in the context of the sustainability of Internet-only banks. Specifically, this study empirically analyzed user usage intention and attitude using the theory of planned behavior (TPB) and seven service design attributes derived from previous studies, namely: information quality, service quality, utilitarian value, hedonic value, ease of use, usefulness, and aesthetics. Information quality, utilitarian value, ease of use, and usefulness positively affected sustainable usage intention and attitude, while service quality, hedonic value, and aesthetics did not affect sustainable usage intention and attitude. Notably, this study derived the theoretical attributes of financial service design from the user’s perspective, which has not yet received much attention in existing research, by applying the TPB. It also identified mobile banking service attributes that may support the sustainability of financial services, which lays a foundation for further research. Moreover, this study’s findings offer insights into which user touchpoints designers should focus on when developing services.

PurposeThe purpose of this paper is to identify the motivational factors that help shape user perceptions of and attitudes toward car-sharing services and develop a research model that integrates these factors with the technology acceptance model to explicate car sharing’s adoption pattern.Design/methodology/approachAn online survey was administered to examine the role of proposed motivational factors for the adoption of wearable healthcare devices. Confirmatory factor analysis and structural equation modeling were conducted on collected data (n=638) to demonstrate the reliability and validity of the measurement and structural model.FindingsPerceived reliability, compatibility, and enjoyment of car-sharing services as well as users’ innovative tendencies are positively associated with usage intention. However, users’ privacy concern and perceived cost of using the services are found to have no significant effects on the adoption of the services.Originality/valueWhile the recent advent of mobile communication devices and services has increased access to social sharing-based platform services such as car sharing, this study provides a research framework that helps to understand how various psychological factors contribute to the adoption of a social-sharing service.

Users may use a mobile service in various contexts. It is critical to study how users' perceptions and intentions are affected by context. We discuss the definition and structure of context, then propose a contextual acceptance model of mobile commerce based on TAM. We apply this model to the case of a GPS-based taxi-dispatching system. Preliminary data analysis illustrates that context has significant impact on uses' behavior.

This research aims to study the continuous intention of mobile payment usage using the Technology Acceptance Model (TAM) theory with the extended model using perceived trust and subjective norms. A survey conducted through 25 questions questionnaire using a 5-point Likert scale with a total of 158 respondents was obtained by multiplying indicators by 6, with SEM-PLS method using SmartPLS 4.0. The analysis shows that perceived satisfaction significantly affects continuance intention to use mobile. The effect of subjective norms on continuance intention to use mobile payment is significant, and perceived ease of use and perceived usefulness have shown a positive relationship to perceived satisfaction. The perceived trust does not significantly affect the continuance intention to use mobile payment. In the previous study, continuance usage of mobile payment is conducted in South Africa, which is a gap in people's finances. The main limitation of this research is the limited data and a very diverse profile of respondents, which may have needed to be more fairly represented in this study. These results suggest that the mobile payment service provider effectively improves customer satisfaction. Gaining more trust in many aspects to make customers use mobile payment continuously. Perceived satisfaction has a positive relationship to keep the continuance intention to use mobile payment systems.