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- Publisher
- Emerald Publishing
- Copyright
- © Emerald Publishing Limited
- ISSN
- 1355-5855
- DOI
- 10.1108/apjml-10-2021-0774
- Publisher site
- See Article on Publisher Site
Abstract
This research aims to investigate the significant influence of social factors based on the social impact theory against service quality factors based on uncertainty avoidance dimension in determining user perception of trust toward mobile payment (MP) usage.Design/methodology/approachThe theoretical model used was analyzed by adopting the structural equation modeling technique. Questionnaires were delivered to Indonesian customers as the target respondents using Google Forms, and finally, 659 valid responses were received.FindingsBased on the direct effect analysis, service quality had more influence on the user trust perception than the social aspect. More specifically, Perceived Security was the most influential in increasing the level of user trust followed by Perceived Usefulness and Network Externalities.Originality/valueThis research presents a comprehensive investigation that applied a different perspective of the way social and service quality aspects develop user trust toward MP usage.
Journal
Asia Pacific Journal of Marketing and Logistics – Emerald Publishing
Published: May 26, 2023
Keywords: Social influence; Service quality; Trust; Mobile payment; Social impact theory; Uncertainty avoidance