Consumer Perceptions of Mobile and Traditional Point-of-Sale Credit/Debit Card Systems in the United States: A Survey
Sloan, John. J. ;
Harper, Olive Nick;
Schwebel, David, C.
In recent years, rapidly emerging technology has introduced mobile Point-Of-Sale (MPOS) systems to the North American market. These systems allow merchants to process transactions conveniently and quickly using mobile phones or tablets rather than “traditional” point-of-sale (TPOS) credit card-processing systems. However, the long-term success of these new payment systems relies on consumers perceiving the device to be secure, accurate, and free from criminal activity. We present a case vs. control clustered field study that evaluated consumers’ impressions of the security, trust and convenience of mobile (MPOS) versus traditional (TPOS) readers. Consumers were recruited from a local sandwich shop (MPOS) and an ice cream shop (TPOS) and surveyed about their perceptions of the devices immediately after completing transactions using their credit/debit cards. Implications for consumers and industry, including prevention of cyber crime, are discussed.
Beckwith, N. E., Kassarjian, H. H., & Lehmann, D. R. (1978). Halo effects in marketing research: Review and prognosis. Advances in Consumer Research, 5, 465-467.
Dosey, M. A., & Meisels, M. (1969).Personal space and self-protection. Journal of Personality and Social Psychology, 11, 93-97.
FDIC. (2014). Section 901 of title IX of the Act of May 29, 1968 (Pub. L. No. 90-321), as added by title XX of the Act of November 10, 1978 (Pub. L. No. 95-630; 92 Stat. 3728), effective May 10, 1980. Retrieved from http://www.fdic.gov/regulations/laws/rules/6500-1350.html.
Felt, A.P., Finifter, M., Chin, E., Hanna, S., & Wagner, D. (2011). A survey of mobile malware in the wild. In Proceedings of the 1st ACM Workshop on Security and Privacy in Smartphones and Mobile Devices (SPSM '11). ACM, New York, NY, USA, 3-14.
Frisby, W., Moench, B., Recht, B., & Ristenpart, T. (2012).Security analysis of smartphone point-of-sale systems. In Proceedings of the 6th USENIX Conference on Offensive Technologies (WOOT'12).USENIX Association, Berkeley, CA, USA, 3-3.
Johnson, J. (2012). Mobile card readers gain popularity. Sacramento Business Journal. Retrieved from http://www.bizjournals.com/sacramento/print-edition/2012/07/06/mobile-card-readers-gain-popularity.html?page=all.
Liu, S. (2012).The impact of forced use on customer adoption of self-service technologies. Computers in Human Behavior, 28, 1194-1201.
McCarney, R., Warner, J., Iliffe, S., van Haselen, R., Griffin, M., & Fisher, P. (2007). The Hawthorne Effect: A randomised, controlled trial. BMC Medical Research Methodology, 7, 30-38.
Meuter, M. L., Ostrom, A. L., Bitner, M. J., & Roundtree, R. (2003). The influence of technology anxiety on consumer use and experiences with self-service technologies. Journal of Business Research, 56, 899-906.
Morgenstern, D. (2010). Point of Sale usability study targets iPad & iPhone system. Retrieved from http://www.zdnet.com/blog/apple/point-of-sale-usability-study-targets-ipad-and-iphone-systems/7171.
Panjwani, S., Ghosh, M., Kumaraguru, P., & Singh, S. V. (2013). The paper slip should be there! Perceptions of transaction receipts in branchless banking. In Proceedings of the 15th International Conference on Human-Computer Interaction with Mobile Devices and Services (pp. 328-331). ACM, New York, NY, USA (MobileHCI '13).
Perea y Monsuwé, T., Dellaert, B. G. C., & de Ruyter, K. (2004). What drives consumers to shop online? A literature review. International Journal of Service Industry Management, 15, 102-121.
Reis, H. T., & Judd, C. M. (2000).Handbook of Research Methods in Social and Personality Psychology. London: Cambridge University Press.
Rosenblum, P. (2014). In wake of Target data breach, cash becoming king again. Retrieved from http://www.forbes.com/sites/paularosenblum/2014/03/17/in-wake-of-target-data-breach-cash-becoming-king-again.
Smart Card Alliance. (2011). Card Payments Roadmap in the United States: How Will EMV Impact the Future Payments Infrastructure? Retrieved from http://www.smartcardalliance.org/resources/pdf/Payments_Roadmap_in_the_US_020111.pdf.
Turner, M., Kitchenham, B., Brereton, P., Charters, S., & David Budgen, D. (2010). Does the technology acceptance model predict actual use? A systematic literature review. Information and Software Technology, 52, 463-479.