NFC Payments – Gaps Between User Perception and Reality

Abstract

Point of Sale (POS) terminals are used in almost all retail shops for commercial transactions by a wide range of users. The recent wireless payment method, Near Field Communication (NFC) is focused in this study. We aimed to study the experience gained by the user at POS terminals on privacy and security scales, while using NFC payments. The study revealed that the users have different mental models about NFC which hinders the success of the system. The results also portrays that the user experience gained from NFC payment system can be further improved. We suggest that designing/modifying the NFC payment system based on user experience will improve the privacy and security related experience gained by the user.