What Affects Usage Satisfaction in Mobile Payments? Modelling User Generated Content to Develop the “Digital Service Usage Satisfaction Model”

Mobile payment services have become increasingly important in daily lives in India due to multiple planned and unplanned events. The objective of this study is to identify the determinants of usage satisfaction of mobile payments which could enhance service adoption. The “Digital Service Usage Satisfaction Model” has been proposed and validated by combining technology adoption and service science literature. First the data was extracted from Twitter based on hashtags and keywords. Then using sentiment mining and topic modelling the large volumes of text were analysed. Then network science was also used for identifying clusters among associated topics. Then, using content analysis methodology, a theoretical model was developed based on literature. Finally using multiple regression analysis, we validated the proposed model. The study establishes that cost, usefulness, trust, social influence, credibility, information privacy and responsiveness factors are more important to increase the usage satisfaction of mobile payments services. Also methodologically, this is an endeavour to validate a new approach which uses social media data for developing a inferential theoretical model.

[1]  A. Palmer,et al.  Enjoyment and social influence: predicting mobile payment adoption , 2015 .

[2]  Wee-Kheng Tan,et al.  Investigation of electronic-word-of-mouth on online social networking sites written by authors with commercial interest , 2019, Online Inf. Rev..

[3]  Kenneth C. C. Yang,et al.  Exploring factors affecting the adoption of mobile commerce in Singapore , 2005, Telematics Informatics.

[4]  Shaohan Cai,et al.  The key determinants of Internet banking service quality: a content analysis , 2001 .

[5]  P. Vigneswara Ilavarasan,et al.  Pre- and post-launch emotions in new product development: Insights from twitter analytics of three products , 2020, Int. J. Inf. Manag..

[6]  Hsiao-Cheng Yu,et al.  Electronic payment systems: an analysis and comparison of types , 2002 .

[7]  Alessandro Acquisti,et al.  The Effect of Online Privacy Information on Purchasing Behavior: An Experimental Study , 2011, WEIS.

[8]  Johannes Auer,et al.  Cross-price elasticities and their determinants: a meta-analysis and new empirical generalizations , 2020, Journal of the Academy of Marketing Science.

[9]  Arpan Kumar Kar,et al.  Review of Technology Adoption frameworks in Mobile Commerce , 2017, ITQM.

[10]  Ting-Peng Liang,et al.  An empirical study on consumer acceptance of products in electronic markets: a transaction cost model , 1998, Decis. Support Syst..

[11]  Mousa Albashrawi,et al.  Privacy and Personalization in Continued Usage Intention of Mobile Banking: An Integrative Perspective , 2019, Inf. Syst. Frontiers.

[12]  Bo Zhang,et al.  Comparing Social Media Data and Survey Data in Assessing the Attractiveness of Beijing Olympic Forest Park , 2018 .

[13]  Bhagyashri R. Pachpande,et al.  Study of E-wallet Awareness and its Usage in Mumbai , 2018 .

[14]  Viswanath Venkatesh,et al.  Technology Acceptance Model 3 and a Research Agenda on Interventions , 2008, Decis. Sci..

[15]  Dong-Hee Shin,et al.  Towards an understanding of the consumer acceptance of mobile wallet , 2009, Comput. Hum. Behav..

[16]  Richard T. Watson,et al.  WebQual: An Instrument for Consumer Evaluation of Web Sites , 2007, Int. J. Electron. Commer..

[17]  P. Berthon,et al.  Marketing meets Web 2.0, social media, and creative consumers: Implications for international marketing strategy , 2012 .

[18]  Tao Zhou,et al.  Examining the Critical Success Factors of Mobile Website Adoption , 2011, Online Inf. Rev..

[19]  Michael I. Jordan,et al.  Latent Dirichlet Allocation , 2001, J. Mach. Learn. Res..

[20]  Cody Buntain,et al.  Comparing Social Media and Traditional Surveys around the Boston Marathon Bombing , 2016, #Microposts.

[21]  Barbara H Wixom,et al.  A Theoretical Integration of User Satisfaction and Technology Acceptance , 2005, Inf. Syst. Res..

[22]  Bernard J. Jansen,et al.  Twitter power: Tweets as electronic word of mouth , 2009, J. Assoc. Inf. Sci. Technol..

[23]  Keng Siau,et al.  A survey of online e-banking retail initiatives , 2004, CACM.

[24]  P. Vigneswara Ilavarasan,et al.  Social Media Analytics: Literature Review and Directions for Future Research , 2017, Decis. Anal..

[25]  Viswanath Venkatesh,et al.  Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology , 2012, MIS Q..

[26]  Yogesh Kumar Dwivedi,et al.  Citizens’ adoption of an electronic government system: towards a unified view , 2015, Information Systems Frontiers.

[27]  Yogesh Kumar Dwivedi,et al.  Advances in Social Media Research: Past, Present and Future , 2017, Information Systems Frontiers.

[28]  Norizan M. Kassim,et al.  The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings , 2010 .

[29]  Yogesh Kumar Dwivedi,et al.  The Effect of Electronic Word of Mouth Communications on Intention to Buy: A Meta-Analysis , 2019, Inf. Syst. Frontiers.

[30]  Ulrik Brandes,et al.  What is network science? , 2013, Network Science.

[31]  I. Ajzen,et al.  Attitude-behavior relations: A theoretical analysis and review of empirical research. , 1977 .

[32]  Filomena Papa,et al.  Factors affecting the usage of payment services through digital television in Italy , 2010, EuroITV.

[33]  R. Gurrea,et al.  The role played by perceived usability, satisfaction and consumer trust on website loyalty , 2006, Inf. Manag..

[34]  Siong Choy Chong,et al.  Factors affecting consumers' perception of electronic payment: an empirical analysis , 2013, Internet Res..

[35]  L. Algavi,et al.  The Role of Social media , 2012 .

[36]  Riza Sulaiman,et al.  Determinants of User Behavior Intention (BI) on Mobile Services: A Preliminary View☆ , 2013 .

[37]  H. Zandhessami,et al.  Determinants of user acceptance of internet banking: An empirical study , 2014 .

[38]  P. Vigneswara Ilavarasan,et al.  Impact of corporate social responsibility on reputation - Insights from tweets on sustainable development goals by CEOs , 2019, Int. J. Inf. Manag..

[39]  Rose Sebastianelli,et al.  E-tailer website attributes and trust: understanding the role of online reviews , 2018, Online Inf. Rev..

[40]  P. Vigneswara Ilavarasan,et al.  A Model for Prioritization and Prediction of Impact of Digital Literacy Training Programmes and Validation , 2017, I3E.

[41]  David J. Faulds,et al.  Social media: The new hybrid element of the promotion mix , 2009 .

[42]  Detmar W. Straub,et al.  Structural Equation Modeling and Regression: Guidelines for Research Practice , 2000, Commun. Assoc. Inf. Syst..

[43]  Ana Cuic Tankovic,et al.  The perception of e-servicescape and its influence on perceived e-shopping value and customer loyalty , 2018, Online Inf. Rev..

[44]  Hanudin Amin.  Factors affecting the intentions of customers in Malaysia to use mobile phone credit cards , 2008 .

[45]  E. Rogers,et al.  Diffusion of innovations , 1964, Encyclopedia of Sport Management.

[46]  Niklas Arvidsson.  Consumer attitudes on mobile payment services : results from a proof of concept test , 2014 .

[47]  Wei-Lun Chang,et al.  Way too sentimental? a credible model for online reviews , 2019, Inf. Syst. Frontiers.

[48]  Venkatesh,et al.  Computer Technology Training in the Workplace: A Longitudinal Investigation of the Effect of Mood. , 1999, Organizational behavior and human decision processes.

[49]  R. Oliver.  Conceptual issues in the structural analysis of consumption emotion, satisfaction, and quality , 1994 .

[50]  K. Böhle,et al.  Electronic Payment Systems – Strategic and Technical Issues – Background Paper No . 1 Electronic Payment Systems Observatory ( ePSO ) December 2000 , .

[51]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[52]  Nicola F. Johnson,et al.  Silences of ethical practice: dilemmas for researchers using social media , 2013 .

[53]  Thomas Puschmann.  Fintech , 2017, Bus. Inf. Syst. Eng..

[54]  Elizabeth Koh,et al.  Factors Affecting e-Payment Adoption in Nigeria , 2010, J. Electron. Commer. Organ..

[55]  Marijn Janssen,et al.  Understanding the impact of digital service failure on users: Integrating Tan's failure and DeLone and McLean's success model , 2020, Int. J. Inf. Manag..

[56]  I. Chen,et al.  IT‐based services and service quality in consumer banking , 2002 .

[57]  Niina Mallat,et al.  Exploring consumer adoption of mobile payments - A qualitative study , 2007, J. Strateg. Inf. Syst..

[58]  Yogesh Kumar Dwivedi,et al.  Extending UTAUT2 To Explore Consumer Adoption Of Mobile Payments , 2013, UKAIS.

[59]  Albert-Lszl Barabsi,et al.  Network Science , 2016, Encyclopedia of Big Data.

[60]  Yogesh Kumar Dwivedi,et al.  Evaluating alternative theoretical models for examining citizen centric adoption of e‐government , 2013 .

[61]  Yogesh Kumar Dwivedi,et al.  Open data and its usability: an empirical view from the Citizen’s perspective , 2016, Information Systems Frontiers.

[62]  Priyanka Meharia,et al.  Assurance on the Reliability of Mobile Payment System and Its Effects on Its’ Use: An Empirical Examination , 2012 .

[63]  Jon M. Peha,et al.  PayCash: a secure efficient Internet payment system , 2003, ICEC '03.

[64]  Gordon B. Davis,et al.  User Acceptance of Information Technology: Toward a Unified View , 2003, MIS Q..

[65]  Chia-Chi Sun,et al.  Factors influencing satisfaction and loyalty in online shopping: an integrated model , 2009, Online Inf. Rev..

[66]  Yogesh Kumar Dwivedi,et al.  Realizing digital identity in government: Prioritizing design and implementation objectives for Aadhaar in India , 2020, Gov. Inf. Q..

[67]  Elina Jaakkola,et al.  Customer experience: fundamental premises and implications for research , 2020, Journal of the Academy of Marketing Science.

[68]  Heikki Karjaluoto,et al.  How perceived value drives the use of mobile financial services apps , 2019, Int. J. Inf. Manag..

[69]  Tejaswini Herath,et al.  Contextual facilitators and barriers influencing the continued use of mobile payment services in a developing country: insights from adopters in India , 2020, Inf. Technol. Dev..

[70]  Marijn Janssen,et al.  Perceived usefulness, ease of use and user acceptance of blockchain technology for digital transactions – insights from user-generated content on Twitter , 2019, Enterp. Inf. Syst..

[71]  R. RaoH.,et al.  Research Note-Role of Social Media in Social Change , 2015 .

[72]  Yogesh K. Dwivedi,et al.  Twitter and Research: A Systematic Literature Review Through Text Mining , 2020, IEEE Access.

[73]  Yogesh Kumar Dwivedi,et al.  Innovation adoption attributes: a review and synthesis of research findings , 2014 .

[74]  Izak Benbasat,et al.  The Perils and Promises of Big Data Research in Information Systems , 2020, J. Assoc. Inf. Syst..

[75]  Arpan Kumar Kar,et al.  "Technology enabled Health" - Insights from twitter analytics with a socio-technical perspective , 2018, Int. J. Inf. Manag..

[76]  Nicholas Berente,et al.  Research Commentary - Data-Driven Computationally Intensive Theory Development , 2019, Inf. Syst. Res..

[77]  Leyland Pitt,et al.  Australian marketing managers’ perceptions of the Internet: A quasi‐longitudinal perspective , 2003 .

[78]  Yogesh Kumar Dwivedi,et al.  Polarization and acculturation in US Election 2016 outcomes – Can twitter analytics predict changes in voting preferences , 2019, Technological Forecasting and Social Change.

[79]  Arpan Kumar Kar,et al.  User engagement for mobile payment service providers – introducing the social media engagement model , 2020 .

[80]  Jyoti,et al.  A SURVEY OF CITIZENS ’ AWARENESS AND ADOPTION OF E-GOVERNMENT INITIATIVES , THE ‘ GOVERNMENT GATEWAY ’ : A UNITED KINGDOM PERSPECTIVE , 2005 .

[81]  Tomi Dahlberg,et al.  Past, present and future of mobile payments research: A literature review , 2008, Electron. Commer. Res. Appl..

[82]  Arpan Kumar Kar,et al.  #Demonetization and Its Impact on the Indian Economy - Insights from Social Media Analytics , 2017, I3E.

[83]  Tim Johnston,et al.  Managing your social campaign strategy using Facebook, Twitter, Instagram, YouTube & Pinterest: An interview with Dana Howard, social media marketing manager , 2014 .

[84]  Paula M. C. Swatman,et al.  Identifying effectiveness criteria for Internet payment systems , 1998, Internet Res..

[85]  P. Vigneswara Ilavarasan,et al.  Understanding Nature of Social Media Usage by Mobile Wallets Service Providers -An Exploration through SPIN Framework , 2017, ITQM.

[86]  M. Conner,et al.  The Theory of Planned Behaviour , 2004 .

[87]  Petrus Guriting,et al.  Borneo online banking: evaluating customer perceptions and behavioural intention , 2006 .

[88]  Hsiu-Fen Lin,et al.  Determining the relative importance of mobile banking quality factors , 2013, Comput. Stand. Interfaces.

[89]  Arpan Kumar Kar,et al.  Why do small and medium enterprises use social media marketing and what is the impact: Empirical insights from India , 2020, Int. J. Inf. Manag..

[90]  Michael Y. Hu,et al.  Social media: Influencing customer satisfaction in B2B sales , 2016 .

[91]  Matthew K. O. Lee,et al.  Transition from web to mobile payment services: The triple effects of status quo inertia , 2020, Int. J. Inf. Manag..

[92]  Tonny K. Omwansa.  M-PESA: Progress and Prospects , 2009 .

[93]  Yogesh Kumar Dwivedi,et al.  Re-examining the Unified Theory of Acceptance and Use of Technology (UTAUT): Towards a Revised Theoretical Model , 2017, Information Systems Frontiers.

[94]  Nripendra P. Rana,et al.  Consumer Acceptance and Use of Information Technology: A Meta-Analytic Evaluation of UTAUT2 , 2020, Information Systems Frontiers.

[95]  Mihai Surdeanu,et al.  The Stanford CoreNLP Natural Language Processing Toolkit , 2014, ACL.

[96]  Yogesh Kumar Dwivedi,et al.  Search engine marketing is not all gold: Insights from Twitter and SEOClerks , 2018, Int. J. Inf. Manag..

[97]  Kevin Kam Fung So,et al.  Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern , 2016 .

[98]  Neda Yousefi,et al.  A proposed model of e-trust for electronic banking , 2015 .

[99]  Stamatis Karnouskos,et al.  Mobile payment: A journey through existing procedures and standardization initiatives , 2004, IEEE Communications Surveys & Tutorials.

[100]  Yogesh Kumar Dwivedi,et al.  Devising a research model to examine adoption of mobile payments: An extension of UTAUT2 , 2014 .

[101]  Viswanath Venkatesh,et al.  Model of Adoption and Technology in Households: A Baseline Model Test and Extension Incorporating Household Life Cycle , 2005, MIS Q..

[102]  Nwamaka A. Anaza,et al.  I (heart) social ventures: Identification and social media engagement , 2016 .

[103]  Tuheena Mukherjee,et al.  Digital literacy training, impact & moderating role of perceived value among unemployed women in India , 2019, ICTD.

[104]  I. Ajzen.  The theory of planned behavior , 1991 .

[105]  Kar Yan Tam,et al.  Understanding the Adoption of Multipurpose Information Appliances: The Case of Mobile Data Services , 2006, Inf. Syst. Res..

[106]  Hsin Hsin Chang,et al.  The Moderating Effect of Customer Perceived Value on Online Shopping Behaviour , 2011, Online Inf. Rev..

[107]  H. Raghav Rao,et al.  Research Note - Role of Social Media in Social Change: An Analysis of Collective Sense Making During the 2011 Egypt Revolution , 2015, Inf. Syst. Res..

[108]  Anol Bhattacherjee.  Social Science Research: Principles, Methods, and Practices , 2012 .

[109]  Fred D. Davis.  Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology , 1989, MIS Q..

[110]  Yogesh Kumar Dwivedi,et al.  Consumer adoption and usage of broadband in Bangladesh , 2007, Electron. Gov. an Int. J..

[111]  Yogesh Kumar Dwivedi,et al.  Modeling Consumers’ Adoption Intentions of Remote Mobile Payments in the United Kingdom: Extending UTAUT with Innovativeness, Risk, and Trust , 2015 .

[112]  Albert H. Segars,et al.  An Empirical Examination of the Concern for Information Privacy Instrument , 2002, Inf. Syst. Res..

[113]  Jari Salo,et al.  A conceptual model of trust in the online environment , 2007, Online Inf. Rev..

[114]  K. Pauwels,et al.  Effects of Word-of-Mouth versus Traditional Marketing: Findings from an Internet Social Networking Site , 2009 .

[115]  Matthew K. O. Lee,et al.  Building brand loyalty through user engagement in online brand communities in social networking sites , 2015, Inf. Technol. People.

[116]  J. Paniagua,et al.  Business performance and social media: Love or hate? , 2014 .

[117]  Angella J. Kim,et al.  Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand , 2012 .

[118]  H. H. Kassarjian.  Content Analysis in Consumer Research , 1977 .

[119]  Jia Tina Du,et al.  Understanding collaborative tourism information searching to support online travel planning , 2019, Online Inf. Rev..

[120]  C. Hanson,et al.  Enhancing Promotional Strategies Within Social Marketing Programs: Use of Web 2.0 Social Media , 2008, Health promotion practice.

[121]  Fred D. Davis,et al.  A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies , 2000, Management Science.

[122]  Arpan Kumar Kar,et al.  m-commerce technology adoption , 2018, The Bottom Line.