The effect of mobile payment service quality on usage intention - Focusing on the adjustment effect of user satisfaction

Abstract

Background/Objectives: This research will verify the role of service quality and user satisfactionas a control variable in discerning how consumers decide to use mobile service. Method/Statistical analysis: Research subjects are consumers who used mobile payment service usage more than once. Survey consists of 21 questions: 5 on demographic statistics, 10 on mobile payment service quality, 3 on purpose of mobile payment service usage, 3 onuser satisfaction as a mediating variable, using Likert’s 5-point-scale measurement. Positive analysis used SPSS 23.0 for element analysis, reliability analysis, correlation analysis, regression analysis to control for variables. Finding: The total variance for mobile payment service element measurement categories is 87.880% and the found eigenvalue is all above 1.0, and the factor score is above 0.5, meeting the reliability and validity of research. Regression analysis shows all independent variables affects the dependent variable. Mediating effects of three categories of mobile payment service on economic usage intention of using mobile payment service hold significant. The economics and security of the independent variable and its R2 value incrementally increased and significance probability was below 0.05. Therefore, we conclude that even if service quality is high, if user satisfaction is low, intention of using service decreases. So, we can state that customer satisfaction is important. Improvements/Applications: In the future, it is required to develop a measurement tool for items such as user satisfaction and usage intention for more objective measurement.