I won't touch money because it is dirty: examining customer's loyalty toward M-payment

Abstract

PurposeSeveral industries including banking are booming because of COVID-19. However, it is still unknown whether this growth is momentary or permanent in nature. Hence, this study aims to identify the role of health-related concerns and trust as stimuli on M-payment loyalty.Design/methodology/approachData were collected through Google Forms from 431 participants. Subjects were M-payment users. The hypothesized model was tested using structural equational modeling.FindingsResults of the study indicate that perceived severity and trust act as stimuli for M-payment loyalty. Further, trust not only influences loyalty directly but also through intimacy. Additionally, no linear relationship was found between perceived usefulness and M-payment loyalty.Originality/valueThis work is an early attempt to consider health-related concerns and trust as stimuli to predict M-payment loyalty. Further, this study focused on three new constructs, namely perceived severity, perceived susceptibility and intimacy, that are underexplored in digital banking literature.

How perceived utilitarian and hedonic value influence online impulse shopping in India? Moderating role of perceived trust and perceived risk

“…We used a quantitative method to test the proposed model (Figure 1) to examine the Indian shopper’s online impulsive shopping behavior using the TAM model. We used a convenience sampling method to recruit the respondents because of the nonavailability of an online shopper’s details in the digital realm (Goel et al , 2021; Mehta et al , 2022). Prior research has shown that in the case of a large sample population, the convenience sampling approach is advised to gather data quickly (Goel et al , 2021; Patel et al , 2020; Rafdinal and Senalasari, 2021).…”

“…We used a convenience sampling method to recruit the respondents because of the nonavailability of an online shopper’s details in the digital realm (Goel et al , 2021; Mehta et al , 2022). Prior research has shown that in the case of a large sample population, the convenience sampling approach is advised to gather data quickly (Goel et al , 2021; Patel et al , 2020; Rafdinal and Senalasari, 2021). We collected primary data via a structured questionnaire, which started in the first week of May and will end in the third week of July 2021.…”

“…3.7 Moderation effect of perceived trust Several theories contend that trust is the fundamental factor influencing customer decisions from several viewpoints (Goel et al, 2021;Mulia et al, 2020). Trust is a manifestation of security and readiness in respect of reliance on a particular thing or person (Kim and Peterson, 2017).…”

“…Trust is a manifestation of security and readiness in respect of reliance on a particular thing or person (Kim and Peterson, 2017). It plays an integral part in transactions, and increases the trustworthiness of online transaction (Goel et al, 2021); the lack of faith in online businesses is the key reason why many customers chose not to shop online (Akram et al, 2021). E-commerce is seen as an online commercial environment that links both consumers and merchants to the internet (Akram et al, 2018a).…”

“…The two most important essential drivers of internet purchasing were technological use and trust perceptions (Jain et al, 2021). A high level of trust improves perceived utility and it has a significant link in various context (Goel et al, 2021) such as m-commerce (Lin et al, 2014) and m-payments (Goel et al, 2021). Trust, together with customer satisfaction, over a while, contributes beyond the effects of the economic outcome.…”