IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v11y2019i22p6314-d285623.html
   My bibliography  Save this article

How to Achieve Sustainable Development of Mobile Payment through Customer Satisfaction—The SOR Model

Author

Listed:
  • Su-Chang Chen

    (Department of Marketing and Logistics Management, National Penghu University of Science and Technology, Magong City, Penghu County 88046, Taiwan)

  • Kuo Cheng Chung

    (Department of Marketing and Logistics Management, National Penghu University of Science and Technology, Magong City, Penghu County 88046, Taiwan)

  • Ming Yueh Tsai

    (Land Bank of Taiwan, Taipei City 10047, Taiwan)

Abstract

In recent years, due to smartphones being more popular and the wireless network infrastructure improving, individuals are no longer constrained by the workflow on personal computers. Therefore, business operators are constantly launching new mobile application services for everyday life. This study mainly explores how mobile payment adopts the determinants, and adds utilitarian value, hedonic value and salesperson performance as antecedences to understand whether utilitarian value, hedonic value and salesperson behavior can affect satisfaction through determinants, as well as to understand consumers’ mobile payment usage intention through the stimulus-response model. The research objectives of this study are mainly mobile payment users in Taiwan. 425 valid questionnaires were received. This study uses a structural equation model to analyze the data. This study’s results indicate that utilitarian value, hedonic value and salesperson selling behaviors positively affects customers’ satisfaction, which customers’ satisfaction positively affects mobile payment usage intention. The research results could provide mobile payment operators with references in the design and implementation of the mobile payment and application process, thereby accelerating the popularization of mobile payment.

Suggested Citation

  • Su-Chang Chen & Kuo Cheng Chung & Ming Yueh Tsai, 2019. "How to Achieve Sustainable Development of Mobile Payment through Customer Satisfaction—The SOR Model," Sustainability, MDPI, vol. 11(22), pages 1-16, November.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:22:p:6314-:d:285623
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/11/22/6314/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/11/22/6314/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Escobar-Rodríguez, T. & Carvajal-Trujillo, E., 2014. "Online purchasing tickets for low cost carriers: An application of the unified theory of acceptance and use of technology (UTAUT) model," Tourism Management, Elsevier, vol. 43(C), pages 70-88.
    2. Babin, Barry J & Darden, William R & Griffin, Mitch, 1994. "Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(4), pages 644-656, March.
    3. Terpstra, Maarten & Verbeeten, Frank H.M., 2014. "Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry," European Management Journal, Elsevier, vol. 32(3), pages 499-508.
    4. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    5. Andreas Eggert & Wolfgang Ulaga, 2002. "Customer perceived value: a substitute for satisfaction in business markets?," Post-Print hal-00484980, HAL.
    6. Bridges, Eileen & Florsheim, Renée, 2008. "Hedonic and utilitarian shopping goals: The online experience," Journal of Business Research, Elsevier, vol. 61(4), pages 309-314, April.
    7. Md. Shamim Hossain & Xiaoyan Zhou, 2018. "Impact of m-payments on purchase intention and customer satisfaction : perceived flow as mediator," International Journal of Science and Business, IJSAB International, vol. 2(3), pages 503-517.
    8. Haas, Alexander & Kenning, Peter, 2014. "Utilitarian and Hedonic Motivators of Shoppers’ Decision to Consult with Salespeople," Journal of Retailing, Elsevier, vol. 90(3), pages 428-441.
    9. Overby, Jeffrey W. & Lee, Eun-Ju, 2006. "The effects of utilitarian and hedonic online shopping value on consumer preference and intentions," Journal of Business Research, Elsevier, vol. 59(10-11), pages 1160-1166, October.
    10. Yoo, Weon-Sang & Lee, Yunjung & Park, JungKun, 2010. "The role of interactivity in e-tailing: Creating value and increasing satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 17(2), pages 89-96.
    11. Wayne S. DeSarbo & Kamel Jedidi & Indrajit Sinha, 2001. "Customer value analysis in a heterogeneous market," Strategic Management Journal, Wiley Blackwell, vol. 22(9), pages 845-857, September.
    12. Promothesh Chatterjee & Randall L. Rose, 2012. "Do Payment Mechanisms Change the Way Consumers Perceive Products?," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 38(6), pages 1129-1139.
    13. Lee, Min-Young & Kim, Youn-Kyung & Fairhurst, Ann, 2009. "Shopping value in online auctions: Their antecedents and outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 16(1), pages 75-82.
    14. Kennedy, Mary Susan & Ferrell, Linda K. & LeClair, Debbie Thorne, 2001. "Consumers' trust of salesperson and manufacturer: an empirical study," Journal of Business Research, Elsevier, vol. 51(1), pages 73-86, January.
    15. Shirley Taylor & Peter A. Todd, 1995. "Understanding Information Technology Usage: A Test of Competing Models," Information Systems Research, INFORMS, vol. 6(2), pages 144-176, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Francisco Liébana-Cabanillas & Nidhi Singh & Zoran Kalinic & Elena Carvajal-Trujillo, 2021. "Examining the determinants of continuance intention to use and the moderating effect of the gender and age of users of NFC mobile payments: a multi-analytical approach," Information Technology and Management, Springer, vol. 22(2), pages 133-161, June.
    2. Ralph Stephen Leyeza & Mikka Marielle Boado & Obed Butacan & Donn Enrique Moreno & Lourdes Deocariza, 2023. "The Role of Loan-Related Risk Appetite in the Relationship between Financial Risk Considerations and MSME Growth Decision: A Mediation Analysis," JRFM, MDPI, vol. 16(5), pages 1-20, May.
    3. Jinpeng Wu & Jing Xiong, 2022. "How Governance Tools Facilitate Citizen Co-Production Behavior in Urban Community Micro-Regeneration: Evidence from Shanghai," Land, MDPI, vol. 11(8), pages 1-18, August.
    4. Yoonyoung Hwang & Sangwook Park & Nina Shin, 2021. "Sustainable Development of a Mobile Payment Security Environment Using Fintech Solutions," Sustainability, MDPI, vol. 13(15), pages 1-15, July.
    5. Francisco Liébana-Cabanillas & Francisco Muñoz-Leiva & Sebastián Molinillo & Elena Higueras-Castillo, 2022. "Do biometric payment systems work during the COVID-19 pandemic? Insights from the Spanish users' viewpoint," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 8(1), pages 1-25, December.
    6. Aistė Čapienė & Aušra Rūtelionė & Krzysztof Krukowski, 2022. "Engaging in Sustainable Consumption: Exploring the Influence of Environmental Attitudes, Values, Personal Norms, and Perceived Responsibility," Sustainability, MDPI, vol. 14(16), pages 1-22, August.
    7. Yi Yong Lee & Chin Lay Gan & Tze Wei Liew, 2023. "Do E-wallets trigger impulse purchases? An analysis of Malaysian Gen-Y and Gen-Z consumers," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(2), pages 244-261, June.
    8. Rebekkah Navas & Hyo Jung (Julie) Chang & Samina Khan & Jo Woon Chong, 2021. "Sustainability Transparency and Trustworthiness of Traditional and Blockchain Ecolabels: A Comparison of Generations X and Y Consumers," Sustainability, MDPI, vol. 13(15), pages 1-16, July.
    9. Kuo Cheng Chung & Silvia Wan-Ju Liang, 2020. "Understanding Factors Affecting Innovation Resistance of Mobile Payments in Taiwan: An Integrative Perspective," Mathematics, MDPI, vol. 8(10), pages 1-19, October.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Bradley, Gregory T. & LaFleur, Elizabeth K., 2016. "Toward the development of hedonic-utilitarian measures of retail service," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 60-66.
    2. Yumei Luo & Qiongwei Ye, 2019. "Understanding Consumers’ Loyalty to an Online Outshopping Platform: The Role of Social Capital and Perceived Value," Sustainability, MDPI, vol. 11(19), pages 1-18, September.
    3. Han-Jen Niu & Fei-Hsu Sun Hung & Po-Ching Lee & Yensen Ni & Yuhsin Chen, 2023. "Eco-Friendly Transactions: Exploring Mobile Payment Adoption as a Sustainable Consumer Choice in Taiwan and the Philippines," Sustainability, MDPI, vol. 15(24), pages 1-18, December.
    4. Carlson, Jamie & O’Cass, Aron & Ahrholdt, Dennis, 2015. "Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 90-102.
    5. Santiago Forgas-Coll & Ramon Palau-Saumell & Javier Sánchez-García & Juan Fandos-Roig, 2013. "Airline website loyalty formation and the moderating effects of gender and education," Service Business, Springer;Pan-Pacific Business Association, vol. 7(2), pages 255-274, June.
    6. Ernest Emeka Izogo & Chanaka Jayawardhena, 2019. "Building committed online shoppers through shopping goals and switching cost," Journal of Marketing Analytics, Palgrave Macmillan, vol. 7(3), pages 127-140, September.
    7. Slaton, Kelcie & Testa, Danielle & Bakhshian, Sonia & Fiore, Ann Marie, 2020. "The small, inventory free retail format: The impact on consumer-based brand equity and purchase behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    8. Yi-Man Teng & Kun-Shan Wu, 2019. "Sustainability Development in Hospitality: The Effect of Perceived Value on Customers’ Green Restaurant Behavioral Intention," Sustainability, MDPI, vol. 11(7), pages 1-13, April.
    9. Papagiannidis, Savvas & See-To, Eric & Bourlakis, Michael, 2014. "Virtual test-driving: The impact of simulated products on purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 877-887.
    10. Rifat Sharmelly & Anton Klarin, 2021. "Customer Value Creation for the Emerging Market Middle Class: Perspectives from Case Studies in India," JRFM, MDPI, vol. 14(10), pages 1-18, September.
    11. Ran Pan & Juan Feng & Zhenling Zhao, 2022. "Fly with the wings of live‐stream selling—Channel strategies with/without switching demand," Production and Operations Management, Production and Operations Management Society, vol. 31(9), pages 3387-3399, September.
    12. Kumar, Vikas & Ayodeji, Ogunmola Gabriel, 2021. "E-retail factors for customer activation and retention: An empirical study from Indian e-commerce customers," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    13. Wongkitrungrueng, Apiradee & Assarut, Nuttapol, 2020. "The role of live streaming in building consumer trust and engagement with social commerce sellers," Journal of Business Research, Elsevier, vol. 117(C), pages 543-556.
    14. Chai, Joe Choon Yean & Malhotra, Naresh K. & Alpert, Frank, 2015. "A two-dimensional model of trust–value–loyalty in service relationships," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 23-31.
    15. Ben Mimoun, Mohammed Slim & Poncin, Ingrid, 2015. "A valued agent: How ECAs affect website customers' satisfaction and behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 70-82.
    16. Yeo, Vincent Cheow Sern & Goh, See-Kwong & Rezaei, Sajad, 2017. "Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 150-162.
    17. Dastane, Omkar & Goi, Chai Lee & Rabbanee, Fazlul, 2023. "The development and validation of a scale to measure perceived value of mobile commerce (MVAL-SCALE)," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    18. Thomas, Sujo & Jadeja, Ashwin, 2021. "Psychological antecedents of consumer trust in CRM campaigns and donation intentions: The moderating role of creativity," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    19. Chae Hyun Lee & Han Na Lee & Jeong Il Choi, 2023. "The Influence of Characteristics of Mobile Live Commerce on Purchase Intention," Sustainability, MDPI, vol. 15(7), pages 1-13, March.
    20. Park, Eunil, 2019. "Motivations for customer revisit behavior in online review comments: Analyzing the role of user experience using big data approaches," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 14-18.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:11:y:2019:i:22:p:6314-:d:285623. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.