World Academy of Science, Engineering and Technology
Published May 28, 2013 | Version 12630
Journal article Open

Exploring Customer Trust in B2C Mobile Payments – A Qualitative Study

Creators

Description

Mobile payments have been deployed by businesses for more than a decade. Customers use mobile payments if they trust in this relatively new payment method, have a belief and confidence in, as well as reliance on its services and applications. Despite its potential, the current literature shows that there is lack of customer trust in B2C mobile payments, and a lack of studies that determine the factors that influence their trust in these payments; which make these factors yet to be understood, especially in the Middle East region. Thus, this study aims to explore the factors that influence customer trust in mobile payments. The empirical data for this explorative study was collected by establishing four focus group sessions in the UAE. The results indicate that the explored significant factors can be classified into five main groups: customer characteristics, environmental (social and cultural) influences, provider characteristics, mobile-device characteristics, and perceived risks.

Files

12630.pdf

Files (160.8 kB)

Name Size Download all
md5:88ad1de305bef6fe3fe719f1cf55eaba
160.8 kB Preview Download

Additional details

References

  • F., Abu Bakar, and S., Osman."Towards the future of mobile commerce (m-commerce) in Malaysia". Proceedings of IADIS: IADIS International Conference, Web based Communities 2005 Algarve, Portugal, 2005.
  • P., Tarasewich,R.C., Nickerson, andM., Warkentin,"Wireless/Mobileecommerce: technologies, applications, and issues". Americas Conference on InformationSystems,no. 7,2001.
  • Y. A., Au, andR. J., Kauffman, 2008. The economics of mobile payments: understanding stakeholder issues for an emerging financial technology application. Electronic Commerce Research and Applications, n. 7, no. 2, pp. 141-164.
  • D., Meng,Q., Min, andY., Li. "Study on Trust in Mobile Commerce Adoption - A Conceptual Model".Paper presented at the 2008 International Symposium on Electronic Commerce and Security. 2008.
  • K., Siau,H., Sheng, and F., Nah."Development of a framework for trust in mobilecommerce".Paper presented at the Proceedings of the Second Annual Workshop on HCI Research in MIS, Seattle, WA, 2003.
  • J., Sreenivasan, andM. N. M., Noor."A conceptual framework on mobile commerce acceptance and usage among Malaysian consumers: the influence of location, privacy, trust and purchasing". WSEAS Transactions on Information Sciences and Applications,no. 7, 2010.
  • B. J., Corbitt,T., Thanasankit, andH., Yi,2003."Trust and e-commerce: a study of consumer perceptions". Electronic Commerce Research and Applications, vol.2, no. 3, pp. 203-215.
  • C., Kim,M., Mirusmonov, and I., Lee,2010. "An empirical examination of factors influencing the intention to use mobile payment". Computer Human Behaviour,vol. 26, no.3,pp. 310-322.
  • M. K. O., Lee and E. Turban, 2001."A Trust model for consumer internet shopping". International Journal of Electronic Commerce, vol.6, no.1, pp. 75-91., 2001. [10] P., Luarn, andH.-H, Lin,2005. "Toward an understanding of the behavioral intention to use mobile banking". Computers in Human Behavior, vol. 21, no. 6,pp. 873-891. [11] N., Mallat, 2007. "Exploring consumer adoption of mobile payments - A qualitative study". The Journal of Strategic Information Systems, vol. 16, no. 4, pp. 413-432. [12] J.,Park, and Y., Sujin, 2006."The moderating role of consumer trust and experience: value driven usage of mobile technology". International Journal of Mobile Marketing, vol. 1, no. 2, pp. 24-32. [13] J.-H., WuandS.-C,Wang, 2005. "What drives mobile commerce?". Information Management, vol. 42, no. 5, pp. 719-729. [14] Y. S., Yeh, , and Y.-M.,Li, 2009. "Building trust in m-commerce: contributions from quality and satisfaction". Online Information Review, vol. 33, no. 6, pp. 1066-1086. [15] J., Lu,C.S.,Yu, andC., Liu, 2005. "Facilitating conditions, wireless trust and adoption intention".Journal of Computer Information Systems, vol. 46, no. 1, pp. 17-24. [16] M., Qingfei, M., Decai, andZ., Qiuyan."An empirical study on trust in mobile commerce adoption". Paper presented at the Service Operations and Logistics, and Informatics, IEEE/SOLI 2008. IEEE International Conference, 2008. [17] K., Siau, and Z., Shen, 2003. "Building customer trust in mobile commerce". Communicationsof the ACM, vol. 46, no. 4, pp. 91-94. [18] P. M.,Doney, J. P., Cannon, andM. R.,Mullen, 1998. "Understanding the influence of national culture on the development of trust". The Academy of Management Review, vol. 23, no. 3, pp. 601-620. [19] F., Fukuyama. Trust: the social virtues and the creation of prosperity. New York: The free press, 1995. [20] I.,Benbasat, D., Gefen,&P. A., Pavlou, 2008. "Special Issue: Trust in Online Environments". Journal of Management Information Systems, vol. 24, no. 4, pp. 5-11. [21] G., Hofstede.Cultural consequences: comparing values, behaviours, institutions and organizations across nations, 2nd ed., Thousand Oaks, London, New Delhi: Sage Publications, 2001. [22] D.,Gefen, G.M., Rose,M.,, Warkentin, and P.A.,, Pavlou, 2004. "Cultural diversity and trust in IT adoption: A comparison of USA and South African e-voters". Journal of Global Information Systems, vol. 13, no. 1, pp. 54-78 [23] D.,Gefen, andT., Heart, 2006. "On the need to include national culture as a central issue in e-commerce trust beliefs". Journal of Global Information Systems, vol. 14, no. 4, pp. 1-30. [24] P.A., Pavlou, and L., Chai, 2002. "What drives electronic commerce across cultures? A cross-cultural empirical investigation of the theory of planned behaviour". Journal of Electronic Commerce Research,vol.3, no. 4, pp. 240-253. [25] K., Strong,&J., Weber, 1998. "The Myth of the Trusting Culture". Business & Society,vol. 37, no. 2, pp. 157-183. [26] M., Al-Mamari, 2007. "Mobile commerce development in Oman". Unpublished master-s thesis, The University of Sheffield. Available from http://dagda.shef.ac.uk/dissertations/2006-07/External/Al- Mamari_Mohammed_MScIS.pdf [27] T., Bhatti, 2007 . "Exploring factors influencing the adoption of mobile commerce". Journal of internet banking and commerce, vol. 12, no. 3. [28] N.-N., Manochehri,Y.S, AlHinai,.Mobile-phone users- attitudes towards mobile commerce & services in the Gulf Cooperation Council countries: Case study. International Conference on Service Systems and Service Management, 2008. [29] K., Rouibah."Does mobile payment technology Mnet attract potential customers?The case of Kuwait".Proceeding of the 18th Australian Conference on Information Systems, pp.199-211, 5-7, Toowoomba, Australia. Dec 2007 [30] A. J., Pickard. Focus groups. Research methods in information. London, Facet Publishing,2007, pp. 1-329. [31] A., Bryman, and E., Bell.Business Research Methods. 2nd ed. Oxford: Oxford University Press,2007 [32] A., Gibbs. Focus groups. Social Research Update. 19,1997. [33] J., Creswell.Research design: qualitative, quantitative, and mixed method approaches(2nd ed.), Thousand Oaks, CA: Sage Publications Inc., 2003. [34] D. L., Morgan. Planning focus groups.Newburry Park: Sage, 1997. [35] NK., Denzin andYS., Lincoln. "Introduction: Entering the field of qualitative research". In NK Denzin and YS Lincoln Eds..Handbook of Qualitative Research, 1994, pp. 1-17. Thousand Oaks: Sage Publications. [36] A. L., Strauss, and J. M., Corbin.Basics of qualitative research: Grounded theory procedures and techniques (2nd ed.), Thousand Oaks, CA: Sage, 1998.