Investigating the role of mobile payment quality characteristics in the United Arab Emirates: implications for emerging economies

Abstract

Purpose

This study contributes to the limited and rather fragmented research on mobile payment (m-payment) within a post-adoption context by identifying individual characteristics (personal innovativeness and m-payment self-efficacy) and m-payment quality characteristics (system quality, information quality and service quality) that can influence expectations about performance and effort of this technology. These two outcome expectations may affect user satisfaction with m-payment, which will in turn influence users' continued intention to use this technology.

Design/methodology/approach

A survey was carried out among university students in the United Arab Emirates who have used the m-payment method. Structural equation modeling technique was used to test and analyze both the measurement model and the structural model.

Findings

Individual characteristics are important in establishing users' expectations of the ease of use and usefulness of m-payment. However, of the quality characteristics, only system quality significantly affected users' expectations of the ease of use and usefulness of m-payment.

Originality/value

The findings of this study provide unique insights into the individual and quality characteristics that will eventually lead to continued intention to use m-payment. This will help businesses to develop appropriate marketing strategies to increase adoption and use of m-payment.

Citation

Mouakket, S. (2020), "Investigating the role of mobile payment quality characteristics in the United Arab Emirates: implications for emerging economies", International Journal of Bank Marketing, Vol. 38 No. 7, pp. 1465-1490. https://doi.org/10.1108/IJBM-03-2020-0139