How to Achieve Sustainable Development of Mobile Payment through Customer Satisfaction—The SOR Model

Su-Chang Chen, Kuo Cheng Chung and Ming Yueh Tsai
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Su-Chang Chen: Department of Marketing and Logistics Management, National Penghu University of Science and Technology, Magong City, Penghu County 88046, Taiwan
Kuo Cheng Chung: Department of Marketing and Logistics Management, National Penghu University of Science and Technology, Magong City, Penghu County 88046, Taiwan
Ming Yueh Tsai: Land Bank of Taiwan, Taipei City 10047, Taiwan

Sustainability, 2019, vol. 11, issue 22, 1-16

Abstract: In recent years, due to smartphones being more popular and the wireless network infrastructure improving, individuals are no longer constrained by the workflow on personal computers. Therefore, business operators are constantly launching new mobile application services for everyday life. This study mainly explores how mobile payment adopts the determinants, and adds utilitarian value, hedonic value and salesperson performance as antecedences to understand whether utilitarian value, hedonic value and salesperson behavior can affect satisfaction through determinants, as well as to understand consumers’ mobile payment usage intention through the stimulus-response model. The research objectives of this study are mainly mobile payment users in Taiwan. 425 valid questionnaires were received. This study uses a structural equation model to analyze the data. This study’s results indicate that utilitarian value, hedonic value and salesperson selling behaviors positively affects customers’ satisfaction, which customers’ satisfaction positively affects mobile payment usage intention. The research results could provide mobile payment operators with references in the design and implementation of the mobile payment and application process, thereby accelerating the popularization of mobile payment.

Keywords: stimulus-response model; utilitarian value; Hedonic value; salesperson selling behaviors; customer satisfaction (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (13)

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