Toward behavioral intention of mobile payment: Testing interference of individual characteristics and grievance redressal

نوع المستند : المقالة الأصلية

المؤلفون

1 أستاذ مشارك بقسم نظم المعلومات الإداريَّة، كلية الاقتصاد والإدارة، جامعة الملك عبد العزيز، المملكة العربيَّة السُّعوديَّة

2 مدينة الملك عبد العزيز، جدة، المملكة العربيَّة السُّعوديَّة

المستخلص

This study, conducted in Saudi Arabia, delves into understanding the factors influencing behavioral intention and use behavior to adopt m-payment in Saudi Arabia, particularly focusing on the role of performance expectancy, effort expectancy, social influence, facilitating conditions, grievance redressal,
mobile skillfulness, and personal innovation. The primary objective is to ascertain how these factors interact and affect behavioral intentions and actual use behavior in the Saudi context. Employing Structural Equation Modeling (SEM), the study analyzed responses from a diverse demographic sample, applying SPSS and Smart PLS algorithm for factor analysis. Key findings indicate that performance expectancy, social influence, and grievance redressal significantly impact both behavioral intention and actual use behavior. Contrary to expectations, effort expectancy and facilitating conditions did not show a significant effect on behavioral intention. The study also highlights the importance of personal innovation and mobile skillfulness in shaping user behavior. The novelty of this research lies in its contextual focus on Saudi Arabia, providing new insights into the interplay of technological, social, and personal factors in a rapidly evolving digital landscape. This contributes to a deeper understanding of technology adoption and usage patterns in the Middle Eastern context, which has been relatively underexplored in existing literature.

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