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A customer value satisfaction, and loyalty perspective of mobile payment app

Author

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  • Tien Thao Cong Phan
  • Tri Quan Dang
  • Nguyen Thanh Luan

Abstract

Although the mobile payment application is very popular and spread all over the world, however, in the increasingly competitive market economy, its market dominance has been affected. To achieve a sustainable competitive advantage, a model has been studied on the views of customer value, satisfaction and loyalty towards mobile payment applications. Based on data analysis of 303 app users, we found that usage intent is a key to driving customer satisfaction and loyalty for mobile payment apps. The findings show that perceived usefulness, perceived ease of use, social influence, quality of service and attitude towards using, thereby driving user intention to use for mobile payment applications. The study provides theoretical insights and practical implications for the field of mobile payment services.

Suggested Citation

  • Tien Thao Cong Phan & Tri Quan Dang & Nguyen Thanh Luan, 2023. "A customer value satisfaction, and loyalty perspective of mobile payment app," EconStor Conference Papers 279148, ZBW - Leibniz Information Centre for Economics.
    • Handle: RePEc:zbw:esconf:279148
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    File URL: https://www.econstor.eu/bitstream/10419/279148/1/Mobile-payment.pdf
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    References listed on IDEAS

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    1. Dash, Ganesh & Sharma, Kiran & Yadav, Neha, 2023. "The diffusion of mobile payments: Profiling the adopters and non-adopters, Roger's way," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    2. Zhong, Junying & Chen, Tiao, 2023. "Antecedents of mobile payment loyalty: An extended perspective of perceived value and information system success model," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    3. Yan, Li-Ya & Tan, Garry Wei-Han & Loh, Xiu-Ming & Hew, Jun-Jie & Ooi, Keng-Boon, 2021. "QR code and mobile payment: The disruptive forces in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
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