User engagement for mobile payment service providers – introducing the social media engagement model

Grover, P. S.; Kar, Arpan Kumar

doi:10.1016/j.jretconser.2018.12.002

Cited by 101 publications

(59 citation statements)

References 110 publications

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“…Our study highlight that among the digital literate population, factors like cost, usefulness, trust, social-influence, credibility, information privacy and responsiveness drive mobile payment service experiences and affect the usage satisfaction. These antecedents extend understanding surrounding established factors like responsiveness, price benefits and information security and privacy for engagement and customer satisfaction which are already identified in existing literature based on user generated content in social media (Agnihotri et al 2016 ; Grover and Kar 2020 ). The impact of these constructs have never been explored in the context of satisfaction from any technology or technology enabled service usage.…”

Section: Discussionsupporting

confidence: 66%

“…Similarly, a mobile application may not need access to location data unless specific use cases require permissions for using location data for providing specific utility to the user of the service. Feedback surrounding the efficacy of such implementations can also be sought in social media (Grover and Kar 2020 ).…”

Section: Discussionmentioning

confidence: 99%

“…Mix research designs have better reliability while dealing with user generated content (Oh et al 2015;Karami et al 2020). The first phase of the study draws insights from social media analytics where algorithms can transform user generated content using approaches of descriptive analytics, content analytics and network analytics (Rathore et al 2017;Grover et al 2018;Grover and Kar 2020). This output is transformed through a qualitative content analysis method in the second phase of data analysis.…”

Section: Methodsmentioning

confidence: 99%

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

Kar

2020

Inf Syst Front

Self Cite

197

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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.

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Section: Discussionsupporting

confidence: 66%

Section: Discussionmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

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

Kar

2020

Inf Syst Front

Self Cite

197

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“…Grover and Kar [20] extracted a practical solution for promotional marketing based on the social media activities of users. They built a twitter engagement model for understanding user dynamics.…”

Section: B Social Media Analysis For Social Behaviormentioning

confidence: 99%

Two Tier Analysis of Social Media Collaboration for Student Migration

Razavisousan

Joshi

2019

2019 IEEE 5th International Conference on Collaboration and Internet Computing (CIC)

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“…The use of social media in corporate strategy is one way to improve corporate social networking [1]. Social media has changed things, including how companies communicate with consumers, deliver their services, and integrate IT systems [3,4]. One marketing utilizing social media platforms is using Facebook.…”

Section: Introductionmentioning

confidence: 99%

The Effect of Motivation-Opportunity-Ability (MOA) Framework in SME's Social Media Marketing Adoption

Hadining

2020

IJIES

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This research aimed to find out the factors which affected UKM/SME (small and medium sized enterprises) in adopting Facebook Ads. The factors utilized adoption model which has been developed in previous research by inserting Opportunity and Ability factors as a moderating effect between the influence of intention to use facebook ads toward the adoption of facebook ads. The background of this study was the need for the demand for the use of information technology, especially social networking in SME communication with consumers. This was intended to make SMEs survive in current technological developments. The model used in this research consisted of ten variables with nine hypotheses. Based on a survey of 100 SMEs in Indonesia, it was found that social image and perceived usefulness had a positive influence on intention to use Facebook Ads. However, there was no moderation effect from the Opportunity and Ability variable groups toward the relationship between Intention to use Facebook ads to Facebook Ads Adoption.

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User engagement for mobile payment service providers – introducing the social media engagement model

Cited by 101 publications

References 110 publications

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

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

Two Tier Analysis of Social Media Collaboration for Student Migration

The Effect of Motivation-Opportunity-Ability (MOA) Framework in SME's Social Media Marketing Adoption

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