Exploring Customer Trust in B2C Mobile Payments – A Qualitative Study
Mobile payments have been deployed by businesses for more than a decade. Customers use mobile payments if they trust in this relatively new payment method, have a belief and confidence in, as well as reliance on its services and applications. Despite its potential, the current literature shows that there is lack of customer trust in B2C mobile payments, and a lack of studies that determine the factors that influence their trust in these payments; which make these factors yet to be understood, especially in the Middle East region. Thus, this study aims to explore the factors that influence customer trust in mobile payments. The empirical data for this explorative study was collected by establishing four focus group sessions in the UAE. The results indicate that the explored significant factors can be classified into five main groups: customer characteristics, environmental (social and cultural) influences, provider characteristics, mobile-device characteristics, and perceived risks.
[1] F., Abu Bakar, and S., Osman."Towards the future of mobile commerce
(m-commerce) in Malaysia". Proceedings of IADIS: IADIS
International Conference, Web based Communities 2005 Algarve,
Portugal, 2005.
[2] P., Tarasewich,R.C., Nickerson, andM., Warkentin,"Wireless/Mobileecommerce:
technologies, applications, and issues". Americas Conference
on InformationSystems,no. 7,2001.
[3] Y. A., Au, andR. J., Kauffman, 2008. The economics of mobile
payments: understanding stakeholder issues for an emerging financial
technology application. Electronic Commerce Research and
Applications, n. 7, no. 2, pp. 141-164.
[4] D., Meng,Q., Min, andY., Li. "Study on Trust in Mobile Commerce
Adoption - A Conceptual Model".Paper presented at the 2008
International Symposium on Electronic Commerce and Security. 2008.
[5] K., Siau,H., Sheng, and F., Nah."Development of a framework for trust
in mobilecommerce".Paper presented at the Proceedings of the Second
Annual Workshop on HCI Research in MIS, Seattle, WA, 2003.
[6] J., Sreenivasan, andM. N. M., Noor."A conceptual framework on mobile
commerce acceptance and usage among Malaysian consumers: the
influence of location, privacy, trust and purchasing". WSEAS
Transactions on Information Sciences and Applications,no. 7, 2010.
[7] B. J., Corbitt,T., Thanasankit, andH., Yi,2003."Trust and e-commerce: a
study of consumer perceptions". Electronic Commerce Research and
Applications, vol.2, no. 3, pp. 203-215.
[8] C., Kim,M., Mirusmonov, and I., Lee,2010. "An empirical examination
of factors influencing the intention to use mobile payment". Computer
Human Behaviour,vol. 26, no.3,pp. 310-322.
[9] M. K. O., Lee and E. Turban, 2001."A Trust model for consumer
internet shopping". International Journal of Electronic Commerce,
vol.6, no.1, pp. 75-91., 2001.
[10] P., Luarn, andH.-H, Lin,2005. "Toward an understanding of the
behavioral intention to use mobile banking". Computers in Human
Behavior, vol. 21, no. 6,pp. 873-891.
[11] N., Mallat, 2007. "Exploring consumer adoption of mobile payments - A
qualitative study". The Journal of Strategic Information Systems, vol. 16,
no. 4, pp. 413-432.
[12] J.,Park, and Y., Sujin, 2006."The moderating role of consumer trust and
experience: value driven usage of mobile technology". International
Journal of Mobile Marketing, vol. 1, no. 2, pp. 24-32.
[13] J.-H., WuandS.-C,Wang, 2005. "What drives mobile commerce?".
Information Management, vol. 42, no. 5, pp. 719-729.
[14] Y. S., Yeh, , and Y.-M.,Li, 2009. "Building trust in m-commerce:
contributions from quality and satisfaction". Online Information Review,
vol. 33, no. 6, pp. 1066-1086.
[15] J., Lu,C.S.,Yu, andC., Liu, 2005. "Facilitating conditions, wireless trust
and adoption intention".Journal of Computer Information Systems, vol.
46, no. 1, pp. 17-24.
[16] M., Qingfei, M., Decai, andZ., Qiuyan."An empirical study on trust in
mobile commerce adoption". Paper presented at the Service Operations
and Logistics, and Informatics, IEEE/SOLI 2008. IEEE International
Conference, 2008.
[17] K., Siau, and Z., Shen, 2003. "Building customer trust in mobile
commerce". Communicationsof the ACM, vol. 46, no. 4, pp. 91-94.
[18] P. M.,Doney, J. P., Cannon, andM. R.,Mullen, 1998. "Understanding the
influence of national culture on the development of trust". The Academy
of Management Review, vol. 23, no. 3, pp. 601-620.
[19] F., Fukuyama. Trust: the social virtues and the creation of prosperity.
New York: The free press, 1995.
[20] I.,Benbasat, D., Gefen,&P. A., Pavlou, 2008. "Special Issue: Trust in
Online Environments". Journal of Management Information Systems,
vol. 24, no. 4, pp. 5-11.
[21] G., Hofstede.Cultural consequences: comparing values, behaviours,
institutions and organizations across nations, 2nd ed., Thousand Oaks,
London, New Delhi: Sage Publications, 2001.
[22] D.,Gefen, G.M., Rose,M.,, Warkentin, and P.A.,, Pavlou, 2004.
"Cultural diversity and trust in IT adoption: A comparison of USA and
South African e-voters". Journal of Global Information Systems, vol. 13,
no. 1, pp. 54-78
[23] D.,Gefen, andT., Heart, 2006. "On the need to include national culture as
a central issue in e-commerce trust beliefs". Journal of Global
Information Systems, vol. 14, no. 4, pp. 1-30.
[24] P.A., Pavlou, and L., Chai, 2002. "What drives electronic commerce
across cultures? A cross-cultural empirical investigation of the theory of
planned behaviour". Journal of Electronic Commerce Research,vol.3,
no. 4, pp. 240-253.
[25] K., Strong,&J., Weber, 1998. "The Myth of the Trusting Culture".
Business & Society,vol. 37, no. 2, pp. 157-183.
[26] M., Al-Mamari, 2007. "Mobile commerce development in Oman".
Unpublished master-s thesis, The University of Sheffield. Available
from http://dagda.shef.ac.uk/dissertations/2006-07/External/Al-
Mamari_Mohammed_MScIS.pdf
[27] T., Bhatti, 2007 . "Exploring factors influencing the adoption of mobile
commerce". Journal of internet banking and commerce, vol. 12, no. 3.
[28] N.-N., Manochehri,Y.S, AlHinai,.Mobile-phone users- attitudes towards
mobile commerce & services in the Gulf Cooperation Council countries:
Case study. International Conference on Service Systems and Service
Management, 2008.
[29] K., Rouibah."Does mobile payment technology Mnet attract potential
customers?The case of Kuwait".Proceeding of the 18th Australian
Conference on Information Systems, pp.199-211, 5-7, Toowoomba,
Australia. Dec 2007
[30] A. J., Pickard. Focus groups. Research methods in information. London,
Facet Publishing,2007, pp. 1-329.
[31] A., Bryman, and E., Bell.Business Research Methods. 2nd ed. Oxford:
Oxford University Press,2007
[32] A., Gibbs. Focus groups. Social Research Update. 19,1997.
[33] J., Creswell.Research design: qualitative, quantitative, and mixed
method approaches(2nd ed.), Thousand Oaks, CA: Sage Publications
Inc., 2003.
[34] D. L., Morgan. Planning focus groups.Newburry Park: Sage, 1997.
[35] NK., Denzin andYS., Lincoln. "Introduction: Entering the field of
qualitative research". In NK Denzin and YS Lincoln Eds..Handbook of
Qualitative Research, 1994, pp. 1-17. Thousand Oaks: Sage
Publications.
[36] A. L., Strauss, and J. M., Corbin.Basics of qualitative research:
Grounded theory procedures and techniques (2nd ed.), Thousand Oaks,
CA: Sage, 1998.
[1] F., Abu Bakar, and S., Osman."Towards the future of mobile commerce
(m-commerce) in Malaysia". Proceedings of IADIS: IADIS
International Conference, Web based Communities 2005 Algarve,
Portugal, 2005.
[2] P., Tarasewich,R.C., Nickerson, andM., Warkentin,"Wireless/Mobileecommerce:
technologies, applications, and issues". Americas Conference
on InformationSystems,no. 7,2001.
[3] Y. A., Au, andR. J., Kauffman, 2008. The economics of mobile
payments: understanding stakeholder issues for an emerging financial
technology application. Electronic Commerce Research and
Applications, n. 7, no. 2, pp. 141-164.
[4] D., Meng,Q., Min, andY., Li. "Study on Trust in Mobile Commerce
Adoption - A Conceptual Model".Paper presented at the 2008
International Symposium on Electronic Commerce and Security. 2008.
[5] K., Siau,H., Sheng, and F., Nah."Development of a framework for trust
in mobilecommerce".Paper presented at the Proceedings of the Second
Annual Workshop on HCI Research in MIS, Seattle, WA, 2003.
[6] J., Sreenivasan, andM. N. M., Noor."A conceptual framework on mobile
commerce acceptance and usage among Malaysian consumers: the
influence of location, privacy, trust and purchasing". WSEAS
Transactions on Information Sciences and Applications,no. 7, 2010.
[7] B. J., Corbitt,T., Thanasankit, andH., Yi,2003."Trust and e-commerce: a
study of consumer perceptions". Electronic Commerce Research and
Applications, vol.2, no. 3, pp. 203-215.
[8] C., Kim,M., Mirusmonov, and I., Lee,2010. "An empirical examination
of factors influencing the intention to use mobile payment". Computer
Human Behaviour,vol. 26, no.3,pp. 310-322.
[9] M. K. O., Lee and E. Turban, 2001."A Trust model for consumer
internet shopping". International Journal of Electronic Commerce,
vol.6, no.1, pp. 75-91., 2001.
[10] P., Luarn, andH.-H, Lin,2005. "Toward an understanding of the
behavioral intention to use mobile banking". Computers in Human
Behavior, vol. 21, no. 6,pp. 873-891.
[11] N., Mallat, 2007. "Exploring consumer adoption of mobile payments - A
qualitative study". The Journal of Strategic Information Systems, vol. 16,
no. 4, pp. 413-432.
[12] J.,Park, and Y., Sujin, 2006."The moderating role of consumer trust and
experience: value driven usage of mobile technology". International
Journal of Mobile Marketing, vol. 1, no. 2, pp. 24-32.
[13] J.-H., WuandS.-C,Wang, 2005. "What drives mobile commerce?".
Information Management, vol. 42, no. 5, pp. 719-729.
[14] Y. S., Yeh, , and Y.-M.,Li, 2009. "Building trust in m-commerce:
contributions from quality and satisfaction". Online Information Review,
vol. 33, no. 6, pp. 1066-1086.
[15] J., Lu,C.S.,Yu, andC., Liu, 2005. "Facilitating conditions, wireless trust
and adoption intention".Journal of Computer Information Systems, vol.
46, no. 1, pp. 17-24.
[16] M., Qingfei, M., Decai, andZ., Qiuyan."An empirical study on trust in
mobile commerce adoption". Paper presented at the Service Operations
and Logistics, and Informatics, IEEE/SOLI 2008. IEEE International
Conference, 2008.
[17] K., Siau, and Z., Shen, 2003. "Building customer trust in mobile
commerce". Communicationsof the ACM, vol. 46, no. 4, pp. 91-94.
[18] P. M.,Doney, J. P., Cannon, andM. R.,Mullen, 1998. "Understanding the
influence of national culture on the development of trust". The Academy
of Management Review, vol. 23, no. 3, pp. 601-620.
[19] F., Fukuyama. Trust: the social virtues and the creation of prosperity.
New York: The free press, 1995.
[20] I.,Benbasat, D., Gefen,&P. A., Pavlou, 2008. "Special Issue: Trust in
Online Environments". Journal of Management Information Systems,
vol. 24, no. 4, pp. 5-11.
[21] G., Hofstede.Cultural consequences: comparing values, behaviours,
institutions and organizations across nations, 2nd ed., Thousand Oaks,
London, New Delhi: Sage Publications, 2001.
[22] D.,Gefen, G.M., Rose,M.,, Warkentin, and P.A.,, Pavlou, 2004.
"Cultural diversity and trust in IT adoption: A comparison of USA and
South African e-voters". Journal of Global Information Systems, vol. 13,
no. 1, pp. 54-78
[23] D.,Gefen, andT., Heart, 2006. "On the need to include national culture as
a central issue in e-commerce trust beliefs". Journal of Global
Information Systems, vol. 14, no. 4, pp. 1-30.
[24] P.A., Pavlou, and L., Chai, 2002. "What drives electronic commerce
across cultures? A cross-cultural empirical investigation of the theory of
planned behaviour". Journal of Electronic Commerce Research,vol.3,
no. 4, pp. 240-253.
[25] K., Strong,&J., Weber, 1998. "The Myth of the Trusting Culture".
Business & Society,vol. 37, no. 2, pp. 157-183.
[26] M., Al-Mamari, 2007. "Mobile commerce development in Oman".
Unpublished master-s thesis, The University of Sheffield. Available
from http://dagda.shef.ac.uk/dissertations/2006-07/External/Al-
Mamari_Mohammed_MScIS.pdf
[27] T., Bhatti, 2007 . "Exploring factors influencing the adoption of mobile
commerce". Journal of internet banking and commerce, vol. 12, no. 3.
[28] N.-N., Manochehri,Y.S, AlHinai,.Mobile-phone users- attitudes towards
mobile commerce & services in the Gulf Cooperation Council countries:
Case study. International Conference on Service Systems and Service
Management, 2008.
[29] K., Rouibah."Does mobile payment technology Mnet attract potential
customers?The case of Kuwait".Proceeding of the 18th Australian
Conference on Information Systems, pp.199-211, 5-7, Toowoomba,
Australia. Dec 2007
[30] A. J., Pickard. Focus groups. Research methods in information. London,
Facet Publishing,2007, pp. 1-329.
[31] A., Bryman, and E., Bell.Business Research Methods. 2nd ed. Oxford:
Oxford University Press,2007
[32] A., Gibbs. Focus groups. Social Research Update. 19,1997.
[33] J., Creswell.Research design: qualitative, quantitative, and mixed
method approaches(2nd ed.), Thousand Oaks, CA: Sage Publications
Inc., 2003.
[34] D. L., Morgan. Planning focus groups.Newburry Park: Sage, 1997.
[35] NK., Denzin andYS., Lincoln. "Introduction: Entering the field of
qualitative research". In NK Denzin and YS Lincoln Eds..Handbook of
Qualitative Research, 1994, pp. 1-17. Thousand Oaks: Sage
Publications.
[36] A. L., Strauss, and J. M., Corbin.Basics of qualitative research:
Grounded theory procedures and techniques (2nd ed.), Thousand Oaks,
CA: Sage, 1998.
@article{"International Journal of Business, Human and Social Sciences:61654", author = "Ahmed Shuhaiber and Hans Lehmann", title = "Exploring Customer Trust in B2C Mobile Payments – A Qualitative Study", abstract = "Mobile payments have been deployed by businesses for more than a decade. Customers use mobile payments if they trust in this relatively new payment method, have a belief and confidence in, as well as reliance on its services and applications. Despite its potential, the current literature shows that there is lack of customer trust in B2C mobile payments, and a lack of studies that determine the factors that influence their trust in these payments; which make these factors yet to be understood, especially in the Middle East region. Thus, this study aims to explore the factors that influence customer trust in mobile payments. The empirical data for this explorative study was collected by establishing four focus group sessions in the UAE. The results indicate that the explored significant factors can be classified into five main groups: customer characteristics, environmental (social and cultural) influences, provider characteristics, mobile-device characteristics, and perceived risks.
", keywords = "B2C mobile payments, Mobile commerce, Mobile payment services and application, Trust in mobile payments.", volume = "7", number = "5", pages = "1249-8", }
