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Identifying the Factors that Influence Users’ Intentions to Use Mobile

Payment Services

Chapter · February 2023

DOI: 10.1007/978-3-031-25274-7_13

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 Identifying the Factors that Influence Users’
Author Proof

Intentions to Use Mobile Payment Services

Alaa S. Jameel1(B) , Sameer S. Hamdi1 , and Abdul Rahman Ahmad2

1 Department of Public Administration, Cihan University-Erbil, Kurdistan Region Erbil, Iraq
{alaa.salam,Sameer.hamdi}@cihanuniversity.edu.iq
2 Faculty of Technology Management and Business, Universiti Tun Hussein Onn, Parit Raja,
Malaysia
[email protected]

Abstract. Mobile payments with significant economic potential have emerged

due to the advancement of mobile communication technology and the widespread
AQ1 use of intelligent gadgets. However, the rate of mobile payment adoption is insuf-
ficient. This study aims to measure behavioral intention to use Mobile payments.
AQ2 The target populations of the current study are mobile device users in Iraq. The
study used Partial Least Square to measure 281 usable questioners. The results indi-
cated that information quality, system quality, and service quality have a significant
impact on trust and user satisfaction with mobile payment. Besides, trust and user
satisfaction significantly impact behavioral intention to use m-payment. There-
fore, Mobile payments services providers should constantly make sure that the
information they give is correct and up to date. Furthermore, developers of mobile
service systems must ensure that the Mobile payments system is dependable,
simple to use, and responsive.

Keywords: Mobile payment · Trust · System quality · Services quality

1 Introduction

The emergence of mobile technology, particularly the mobile internet, has hugely
impacted people’s lives and activities. The adoption of mobile devices has resulted
in substantial changes in how individuals go about their everyday lives. Many people’s
lives have increasingly dependent on mobile gadgets, particularly smartphones. As the
usage of smartphones has grown, a new method of payment known as Mobile payments
(MP) has emerged. MP is a service that allows users to initiate, approve, and execute
money payments utilizing a mobile device [1–3].
For retailers, MP has the possibility to be a competitive advantage. This is due to the
multiple advantages that MP may provide for both users and retailers [1]. For example,
users benefit from mobile payment in retail outlets since it streamlines the payment
process, speeds up services, and eliminates the need to carry currency. In addition, mobile
payment enhances automation for retailers by quickly collecting data and providing
statistics such as regular incomings and outgoings and average client spending. Few

© The Author(s), under exclusive license to Springer Nature Switzerland AG 2023

M. A. Al-Sharafi et al. (Eds.): ICETIS 2022, LNNS 584, pp. 1–11, 2023.
https://doi.org/10.1007/978-3-031-25274-7_13
 2 A. S. Jameel et al.

studies measured the factors that led to the intention to use mobile payments in Iraq
Author Proof

[4]. However, in Iraq, m-payment is in the early stages; despite the growing number of
mobile subscribers, mobile phone users’ use of m-payment services remains limited.
This is due to the fact that people may be hesitant to make purchases using their mobile
devices, maybe due to security and trust concerns. Nevertheless, the prevalence of mobile
phones, notwithstanding their limited usage, can boost m-payment.
The study used three main elements of quality from DeLone and McLean [5] infor-
mation system success (D&M ISS): Information Quality (IQ), System Quality (SYQ),
Service Quality (SEQ), and users satisfaction (US). Additionally, the study used users’
trust besides the US to predict the behavioral intention (BI) to use MP in Iraq. The study
employed trust in the proposed model because the MP service incorporates transaction
information that impacts user privacy; many users are concerned about individual per-
formance and SEQ. Therefore, it is critical that customers have faith in mobile payments,
recognize that the service is high quality, offer relevant information, and feel compelled
to use it more frequently.
This study investigates the impact on intention to use MP using the D&M ISS model
and extends by trust.

2 Literature Review

2 .1 M-payment Adoption

MP has been characterized as any payment transaction expressly started, granted, and
verified by a mobile. In recent years, advances in mobile technology and the underlying
mobile networks have resulted in a significant rise in m-commerce transactions [6]. m-
payment is a service that allows users to make payments, check balances, and transfer
money conveniently, at any time, and from anywhere [7]. As a result, M-payment technol-
ogy has expanded significantly worldwide, and its expanding strength and cross-border
effect are rising [8, 9].
The most crucial stage in achieving technology acceptability and success in techno-
logical advances like mobile payments is for the target users to take adoption’s first and
most vital step [10]. Furthermore, not all consumers have adopted and accepted payment
through mobile as an essential service. Consequently, scholars have been concentrating
on discovering the elements impacting usage intention [11–14]. When using MP, retailers
are frequently concerned about security. However, on the other hand, retailers consider
retailer trust in payment service providers and the safety of MP solutions to be crucial
requirements for MP adoption [15–17]. The skill is regarded as the capability credibility
in the mobile payment scenario, allowing sellers to believe that the mobile payment can
achieve the expected goal and execute the required degree of performance [10].

2 .2 Information Quality

IQ is usually related to the availability of useful, accurate information quickly. It

requires that the material be error-free and feature up-to-date, exact, and comprehensive
information. Users become dissatisfied when they have insufficient information.
 Identifying the Factors that Influence Users’ Intentions 3

In the m-payment context, ensuring excellent information quality is critical [18].

Author Proof

Users may be able to conduct mobile payments more efficiently and avoid commercial
issues if they have access to sufficient, reliable, and timely information regarding account
balances and transaction records. Empirically and in the context of m-payment, Yuan
et al. [18] reported trust and satisfaction are positively and significantly impacted by IQ.
Yang et al. [1] and Franque et al. [7] reported IQ significantly affects users satisfaction
in the Mobile Payment context. IQ can significantly increase the user’s trust to use m-
payment [6]. Based on mobile banking, Tam and Oliveira [17] reported IQ significantly
enhances the BI.

H1: IQ significantly impacts user satisfaction.

H2: IQ significantly impacts trust.

2 .3 System Quality

SYQ refers to users’ perceptions and evaluations of the MP system, including access
speed, simplicity of use, navigation, and visual attractiveness [18]. In the scope of MP
Services, system quality refers to the availability of certain attributes, including ease of
use, fast connectivity, flexibility, and a visually pleasing look [19]. Empirically, Yuan
et al. [18] SYQ’s most crucial factor predict the user satisfaction of m-payment and
SYQ significantly predicts user trust. According to Gao and Waechter [20], this revealed
that early trust in m-payment and online payment trust were significant predictors of
usage intention. In the context of MP, Yang et al. [1] found that customer satisfaction
significantly impacts BI. Therefore, SYQ can significantly enhance the user’s trust to
use m-payment. In the mobile banking context, Tam and Oliveira [21] indicated BI was
significantly impacted by SYQ. On the other hand, SYQ insignificantly predicted the
satisfaction of the m-payment context [7].

H3: SYQ significantly impacts user satisfaction.

H4: SYQ significantly impacts trust.

2 .4 Service Quality

Users who have access to high-quality services are more likely to be satisfied, which
leads to the continuation of services and a greater belief that service providers have
the capacity and willingness to provide as promised [15, 21]. Mobile payment service
providers must deliver exact, dependable, and tangible services to users.
Statistically, SEQ’s most crucial factor impacts Trust, followed by M-payment user
satisfaction [18]. Similarly, SEQ can positively enhance users’ trust to use mobile pay-
ment [6]. In addition, SEQ can improve the BI to use mobile banking [21]. While, Yang
et al. [1] and Franque et al. [7] reported, SEQ had insignificant impact on costumer’s
satisfaction in the context of m-payment.

H5: SEQ significantly impacts user satisfaction

H6: SEQ significantly impacts Trust.
 4 A. S. Jameel et al.

2 .5 Trust and BI
Author Proof

The perceived risk possibilities associated with mobile-based payments are significant
for both adoption and continuing intentions. In this case, consumers’ early trust may
operate as a motivator to embrace mobile-based technologies. As a result of the potential
risks and financial damage, users may be hesitant to conduct important transactions
through mobile [22]. However, their perception that mobile payment businesses are
trustworthy and trusted to conduct secure transactions due to their abilities, talents,
and knowledge, on the other hand, increases the likelihood that these users would use
such services [23].According to Zhou [24], the intention to use MP impacts directly or
indirectly by users’ trust. Trust of users significantly impacts on intention to use e-wallet
[25]. In the context of mobile payment Yang et al., [1] reported trust has a significant
impact on BI to use mobile payments. According to [6], trust significantly enhances and
increases the BI to use m-payment.

H7: Trust significantly impact BI.

2 .6 Satisfaction and BI
BI is the level or strength of a person’s desire to engage in a particular action [11, 26].
BI is defined as the certainty with which people want to employ a particular technology.
The most important and vital aspect determining consumers’ actual behavior is their
BI. One of the most important deciding variables in assessing the effectiveness of an IS
implementation is customer satisfaction [27]. Studies have shown that satisfaction is a
strong antecedent of continued BI to use in several IS situations. Lin et al. [8] reported
usage intention of mobile payment is significantly impacted by users’ satisfaction. Yang
et al. [1] indicated BI use of M-payment is influenced by customer satisfaction. Satisfac-
tion significantly impacts BI to use mobile payment [7]. According to Phuong et al.,[25],
User satisfaction and BI to utilize an E-wallet payment system heavily influence cus-
tomer trust. Based on the discussion above, the studies prove that users’ satisfaction with
ISS is highly linked to BI to use.

H8: user satisfaction significantly impacts BI.

3 Methodology
The target populations of the current study are mobile payment users in Iraq, and all the
users had online activities experiences. The current study used a convenience sample due
to not being able to reach all users who have mobile payment experience. 400 question-
naires were distributed by self-administrative in several shopping malls located in Erbil.
However, choosing the shopping malls is due to the large traffic of Iraqi customers from
various demographics. 312 questionnaires were returned, which means the response rate
is 78%; after checking the missing values and outliers, 281 questionnaires were valid to
analyze. However, the data was analyzed using Smart-PLS.
As mentioned above, the data was collected by questionnaire, and the questionnaire
consisted of 31 items among 6 constructs. All the items adopted from previous works
 Identifying the Factors that Influence Users’ Intentions 5

and as follows; 6 items measured the BI [19, 21], the IQ, SYQ, SEQ and user satisfaction
Author Proof

measured by 5 items for each construct [19, 21], the Trust measured by 5 items [1, 19].

4 Results

4.1 Descriptive Statistics

The majority of respondents were male, 70% and 30% female. However, the majority of
responds Age between 21–25 years old 31%, while the Age 20 years old and below was
25%, Aged between 26–30 years old shown 16%, and Age between 31–35 years old and
36–40 years old 12% and 10% respectively, only 6% was 40 years old and above.

4.2 Measurement Model

This step will measure the reliability, validity, Convergent validity (CV), and Discrimi-
nant validity (DV). The loadings of an item should be 0.70 and above according to Hair
et al. [28] reliability scale. As depicted in Table 1, the outer loadings show all the items
loadings above 0.7, except two items, that were removed (SEQ5 and TR5) because they
showed poor loadings. In addition, to assess the internal consistency reliability of each
construct should measure Cronbach’s Alpha (CA) and Composite Reliability (CR); the
cut-off level for both criteria is 0.7 and above [28]. According to Table 1, both criteria
CA and CR constructs are above 0.70 this is means the construct has good internal con-
sistency. Thus, this step has been achieved. To evaluate the CV, according to Hair et al.
[28] should be measuring the variance extracted (AVE) should be above 0.50. it is based
AQ3 on Table 1, all the constructs AVE above 0.50.

Table 1 . Construct reliability and validity

Constructs Items Outer loadings CA CR AVE

Behavioural intention BI1 0.786 0.913 0.933 0.698
BI2 0.861
BI3 0.809
BI4 0.789
BI5 0.898
BI6 0.864
Information quality IQ1 0.878 0.922 0.941 0.762
IQ2 0.866
IQ3 0.861
IQ4 0.876
IQ5 0.883
(continued)
 6 A. S. Jameel et al.

Table 1 . (continued)
Author Proof

Constructs Items Outer loadings CA CR AVE

Service quality SEQ1 0.842 0.864 0.907 0.710
SEQ2 0.869
SEQ3 0.845
SEQ4 0.815
System quality SYQ1 0.814 0.918 0.939 0.755
SYQ2 0.888
SYQ3 0.915
SYQ4 0.891
SYQ5 0.831
Trust TR1 0.849 0.886 0.921 0.745
TR2 0.864
TR3 0.891
TR4 0.847
User satisfaction US1 0.844 0.901 0.926 0.715
US2 0.843
US3 0.896
US4 0.790
US5 0.853

The DV assessing by Fornell-Larcker Criterion. According to Fornell and Larcker

[29], the AVE for each construct should correlate above other constructs, as shown in
Table 2, each construct correlated above than other as highlighted in bold font. Thus,
this criterion was achieved.

Table 2 . Fornell-Larcker criterion

BI IQ SEQ SYQ TR US
BI 0.836
IQ 0.483 0.873
SEQ 0.480 0.377 0.843
SYQ 0.541 0.595 0.440 0.869
TR 0.523 0.503 0.490 0.525 0.863
US 0.502 0.456 0.530 0.485 0.475 0.846

4.3 Structural Model

After ensuring there are no issues in validity, reliability, and DV, the next step is to test the
hypotheses, which is called the structural model. This step has been run by bootstrapping
with 5000 subsamples as recommended by Hair et al. [30].
 Identifying the Factors that Influence Users’ Intentions 7
Author Proof

Fig. 1 . Structural model

Table 3. Hypotheses outcomes

Hypotheses Original Sample mean Standard T statistics P values Supported

sample deviation
IQ → US 0.195 0.196 0.068 2.863 0.004 YES
IQ → TR 0.244 0.247 0.071 3.411 0.001 YES
SYQ → US 0.209 0.209 0.065 3.221 0.001 YES
SYQ → TR 0.254 0.253 0.064 3.935 0.000 YES
SEQ → US 0.364 0.366 0.053 6.922 0.000 YES
SEQ → TR 0.287 0.287 0.064 4.459 0.000 YES
TR → BI 0.368 0.367 0.067 5.456 0.000 YES
US → BI 0.328 0.329 0.068 4.804 0.000 YES

The R2 was evaluated to show the variance and reported how much the exogenous
explained the endogenous. The R2 for TR and US to IB is 0.357; this mean TR and
US 35% explained the BI, which could be a moderate variance [31]. IQ, SYQ, and
SEQ explained 39% and 38% variance to Trust and US, respectively, which could be a
moderate variance [31]. However, the Q2 purpose is to measure the predictive relevance
and, according to Hair et al. [28], should be above zero. As depicted in Table 3, the Q2
is BI 0.250, TR 0.290, and US 0.264; these results are considered medium [28]. Table 3
 8 A. S. Jameel et al.

and Fig. 1 depict the Hypotheses’ results. All eight hypotheses are supported. IQ has
Author Proof

significant impact on US and TR (T-value 2.863 and 3.411 > 1.96; P-value 0.004 and
0.001 < 0.05) respectively. Thus, H1 and H2 are supported. Additionally, SYQ showed
a significant impact on US and TR due to the P-value being less than 0.05 for both,
and the T-value is higher than 1.96, 3.22, and 3.93, respectively. Thus, H3 and H4 are
supported. Besides, SEQ significantly predicted the US and TR with p-value < 0.05 and
t-value 6.922 and 4.459 higher than 1.96. Thus, H5 and H6 are supported. The TR and
US also significantly impact BI to use MP with t-value 5.456 and 4.804, respectively,
and the p-value < 0.05. Thus, H7 and H8 are supported.

5 Discussion
The results indicated user satisfaction and trust were significantly impacted by IQ. This
results in line with prior results [1, 6, 18]. This indicates that users may be encouraged
to make m-payments if they access relevant, adequate, reliable, and timely information.
High-quality information is a sign of a service provider’s competitiveness that can’t be
readily replicated or counterfeit; greater information quality indicates a service provider’s
skill, trustworthiness, and integrity. Users are more likely to be satisfied and trust the
provider’s reliability if they believe a high IQ is supplied via an MP.
SYQ significantly impacts user satisfaction and trust. These results are in line
with previous findings [1, 18, 21]. Users acquire discontent and uncertainty about the
provider’s capacity in every usage experience if they discover an m-payment system’s
efficiency is weak, challenging to use, or sluggish to display text and graphics—resulting
in lesser trust. As a result, the providers of m-payment services should strive to improve
the dependability of their systems by reducing user inputs and simplifying the proce-
dure. Given the limited screen size of mobile devices, a well-designed interface that is
both appealing and easy to browse may be a suitable option for providers. Integration of
the MP system with current financial and internet infrastructures is also required. How-
ever, Poor system quality, shown in poor imagery, smaller screen size, inflexibility, and
complexity of use, on the other hand, would frustrate consumers and erode their faith in
service providers. They may interpret this as the suppliers’ failure to deliver excellent
services, resulting in dissatisfied users. User satisfaction and trust were significantly
impacted by SEQ. These results are in line with previous results [6, 18, 21]. The MP
platform is essentially a service product based on the mobile network, and since SEQ
is a crucial aspect of payment products, it is logical to assume that consumers will be
more concerned with SEQ. As a result, companies should build prompt, dependable, and
professional services to value users. Furthermore, companies may supply customized
services based on users’ interests and locations, presuming that users have given their
consent. Current results refer to the fact that boosting service quality will increase a per-
son’s BI to use MP. Additionally, if the Product information, enjoyment, convenience
of use, and relative to usage all impact the quality of a system. For example, suppose
the information supplied to consumers is free of inaccuracies, omissions, errors, irrel-
evant material, and out-of-date content. Then, it will have a favorable influence on the
customers’ intention to utilize the services offered. Trust significantly impact BI to use
mobile payment. Similar results were reported by Yang et al. [1], Phuong et al., [25],
 Identifying the Factors that Influence Users’ Intentions 9

Pal et al.[6]. Another critical element that the authors intended to investigate was the
Author Proof

extent to which payment trust influences customer intention to use MP. The result indi-
cated that payment trust is a critical component of customer retention; improving SYQ,
SEQ, and IQ will boost consumers’ trust and encourage them to use M-payment in the
future. Different facets of trust include trust in services, service suppliers, initial trust,
and continuing trust. Because m-payments rely on wireless networks, which are more
unreliable and riskier, increasing trust is critical to enhancing the behavioral intention
to use the payment through mobile. As a result, service providers must exercise caution
when building encrypted services that include numerous security checks and effective
fraud detection methods to alleviate privacy concerns and increase customer trust during
transactions.
BI to use MP is positively impacted by user satisfaction; these results are in line
with similar previous findings [1, 7, 8, 32–36]. In addition, the results show that when
a user is extremely satisfied with their m-payment experience, satisfaction becomes a
key predictor of their intention to use m-payment in the future. However, In the retailing
business, customer satisfaction in BI to use mobile payment is essential in determining
whether or not to use it. In addition, because MP is a financial service, customers place
a premium on trust and satisfaction when deciding whether or not to utilize it.

6 Conclusion
Mobile payment service providers should constantly make sure that the information they
give is correct and up to date. Furthermore, developers of mobile service systems must
ensure that the MP system is dependable, simple to use, and responsive. Finally, users
must be able to trust mobile payment service providers. This may be accomplished by
enhancing the mobile payment services’ reputation and security. Overall, the results
showed that IQ, SYQ, and SEQ impact trust and user satisfaction. Additionally, trust
and user satisfaction significantly impact BI to use m-payment.

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