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Moderating and mediating effect of perceived experience on merchant's behavioral intention to use mobile payments services

Author

Listed:
  • Neena Sinha

    (GGSIP University)

  • Nidhi Singh

    (Jaipuria Institute of Management)

Abstract

The current study aims to determine the factors influencing the behavioral intention of merchants to use mobile payment services (MPS). The study surveys 215 Indian merchants from a personally administered online survey process. The study includes six factors, namely: perceived ease of use, perceived usefulness, perceived experience, perceived cost, perceived trust, and word of mouth learning to measure the merchant’s intention with mobile payment service. The study also tested the mediating and moderating effect of perceived experience in the relation between word-of-mouth learning and the merchant’s intention. Perceived usefulness of MPS influences perceived experience, followed by perceived ease of use. The result concludes that the perceived experience is the most influencing variable, followed by word-of-mouth learning to influence merchant’s intentions to use MPS both directly and indirectly (significant mediating and moderating effect). The study offers few implications to banks, finance companies, payment companies to understand factors driving merchants’ intention to use MPS.

Suggested Citation

  • Neena Sinha & Nidhi Singh, 2023. "Moderating and mediating effect of perceived experience on merchant's behavioral intention to use mobile payments services," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 448-465, September.
    • Handle: RePEc:pal:jofsma:v:28:y:2023:i:3:d:10.1057_s41264-022-00163-y
    DOI: 10.1057/s41264-022-00163-y
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    References listed on IDEAS

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