Social aspect versus service quality in trust formation toward mobile payment adoption: a case study of Indonesia

Lisana, Lisana and Handarkho, Yonathan Dri (2022) Social aspect versus service quality in trust formation toward mobile payment adoption: a case study of Indonesia. Asia Pacific Journal of Marketing and Logistics. ISSN 1355-5855

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Abstract

Purpose – This research aims to investigate the significant influence of social factors based on the social impact theory against service quality factors based on uncertainty avoidance dimension in determining user perception of trust toward mobile payment (MP) usage. Design/methodology/approach – The theoretical model used was analyzed by adopting the structural equation modeling technique. Questionnaires were delivered to Indonesian customers as the target respondents using Google Forms, and finally, 659 valid responses were received. Findings – Based on the direct effect analysis, service quality had more influence on the user trust perception than the social aspect. More specifically, Perceived Security was the most influential in increasing the level of user trust followed by Perceived Usefulness and Network Externalities. Originality/value – This research presents a comprehensive investigation that applied a different perspective of the way social and service quality aspects develop user trust toward MP usage.

Item Type:	Article
Uncontrolled Keywords:	Social influence, Service quality, Trust, Mobile payment, Social impact theory, Uncertainty avoidance
Subjects:	T Technology > T Technology (General)
Divisions:	Faculty of Engineering > Department of Informatic
Depositing User:	Lisana 6196
Date Deposited:	17 Oct 2022 01:43
Last Modified:	14 Nov 2022 05:54
URI:	http://repository.ubaya.ac.id/id/eprint/42748

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