How perceived trust mediates merchant's intention to use a mobile wallet technology

By Nidhi Singh, Neena Sinha. Journal of Retailing and Consumer Services, 2020

409 citations recorded by the source corpus.

As mobile wallets are in constant demand and growing over the past few years, there is a need to identify views of different stakeholders involved in the process. Several studies have been done to investigate consumers' perspective intensively. On the other hand, review of perception and adoption of wallet services by other participants, in particular merchants, is often neglected. The present study aims to fill this gap. This study used an empirical model to measure merchant's intention to use a mobile wallet technology. The study includes the variables, perceived compatibility, perceived usefulness, awareness, perceived cost, perceived customer value addition and perceived trust, and aims to determine their influence on intention to use. Our study also tested the mediating effect of perceived trust on the influence of perceived usefulness to predict merchant's intention. The study includes results of the survey of 315 Indian merchants by an online survey method. We find the highest effect of perceived customer value addition on merchant's intention, followed by perceived usefulness of technology. The proposed mediation effect of perceived trust was small but significant on perceived usefulness. The results of the study can help mobile payment companies to understand factors that are relevant to increase adoption of technology in the context of merchants.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/bfb82a78348e7672164cd59e835231d965a478f4

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

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Citations in the corpus

Positive and negative word of mouth (WOM) are not necessarily opposites: A reappraisal using the dual factor theory (2020, methodology): “…toward m-wallets have been examined by even fewer empirical studies and thus remain under-explored (e.g., Kaur et al., 2020a; 2020b; Shaw, 2014; Singh and Sinha, 2020), especially regarding the possible reasons driving consumer resistance and their lower acceptance rate (Kaur et al., 2020b).”