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Individual performance in mobile payments systems: which variables have a positive impact?
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Resumo(s)
Mobile payment opened the way for demonetization as a competitive and efficient alternative for paying for goods, services, bills, or transfer money at any time, at any place, using a mobile device. This fundamental change in how an individual can engage in financial transactions drew the attention of all actors in the financial and technological market. Contrary to the information systems research trend in the mobile payment field, our research focuses on the post-adoption phase to determine the variables that positively affect individual performance. For this purpose, we combined the Task-Technology Fit (TTF) model and the Technology Acceptance Model (TAM) to investigate individual performance in mobile payment. After surveying five hundred and four mobile payment users online, the research model and the proposed hypotheses were tested using SEM-PLS. The survey’s findings were triangulated with a mixedmethods approach using a focus group of seven users, allowing for a richer interpretation of the results. Our research model has proven valid, with all hypotheses supported, except for the influence of TTF on use. The results reveal that individual performance was mainly explained by use, i.e., by the TAM model core variables, which differs from previous literature. Moreover, they indicate an important mediating role of perceived usefulness on use but did not find the mediating role of use between TTF and individual performance to be significant. This study advanced the knowledge on the variables contributing to individual performance in mobile payment, which is crucial for financial institutions to improve their services in a market increasingly digitalized and filled with disruptive technologies and payment methods.
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Pagamentos online Mobile payment Technology acceptance model Task-technology fit Individual performance