Exploring commercial contingency environment-developmental factors affecting the adoption of mobile payment: a qualitative study

Sharmila Manoharan; Rozanah Ab. Rahman; Elistina Abu Bakar; Haslinda Hashim; Shamala Subramaniam

doi:10.31893/multiscience.2024ss0425

Keywords:

mobile payment

service provider

external factors

commercial environment

telecommunication operators

national payments network regulator

Abstract

This qualitative study explores the changes in the commercial environment as external changes impact mobile customer payment (mPayment) adoption from the service provider based on Contingency Theory (CT) underpinnings. To test the objectives, data was collected from semistructured personal interviews using a small group of imminent participants and was analyzed using phenomenological research to yield rich data beyond customer adoption. This study employed the CT and Technology Acceptance Model (TAM) theory to provide in-depth commerce environment contribution factors. These external factors that impact mobile payment adoption from the service provider act as the key driving force in the value chain. Often arising from market dictatorship beyond the service provider's control. This study accumulated data to elucidate Research Question One (RQ1): What are the market developments in the commerce environment influencing mPayment?. The findings indicated that the commerce environment market development branches into three categories: Commercial Environment Development, Commercial Policy Development, and Commercial Trends Development. The characteristic of the mobile payment service market implicates value to customer adoption beyond the ability of the service providers to dictate. The three categories under the mPayment commerce environment market development contributed to the body of knowledge: 1) Commercial Environment Development: affirms the positive mPayment dynamics and progressively visible developmental changes; 2) Commercial Policy Development: allows both service provider and consumer to make an informed decision related to mPayment transactions as it influences the operational frameworks of the consumer; 3) Commercial Trends Development: provides strategic directions to the service providers in the future.
References
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3. Electronic Money (E-Money) 30 December (2022). Retrieved from https://www.bnm.gov.my/documents/20124/943361/PD-eMoney-202302.pdf
4. Financial Services Act.(2013). Retrieved from https://www.bnm.gov.my/financial-services-act-2013-and-islamic-financial-services-act-2013
5. Guo, J., & Bouwman, W. A. G. A. (2015). An analytical framework for an m-payment ecosystem: A merchants' perspective. Telecommunications Policy, 40(2-3), 147-167.
6. Hein, S. F., & Austin, W. J. (2001). Empirical and hermeneutic approaches to phenomenological research in psychology: A comparison. Psychological Methods, 6(1), 3-17. https://doi.org/10.1037/1082-989X.6.1.3
7. Islamic Financial Services Act.(2013). Retrieved from https://www.bnm.gov.my/documents/20124/8102422b-e6dd-d149-8db0-e3637e89ed5c
8. Liébana-Cabanillas, F., Marinkovic, V., De Luna, I. R., & Kalinic, Z. (2018). Predicting the determinants of mobile payment acceptance: A hybrid SEM-neural network approach. Technological Forecasting and Social Change, 129, 117-130
9. Malaysian Communications and Multimedia Commission. (2017). Public Cellular Services (MCMC/G/01/17). Retrieved from Prepaid-Registration-Guidelines-MCMCG0117_1.pdf (skmm.gov.my)
10. Malaysian Communications and Multimedia Commission. (2017). Public Cellular Services (MCMC/G/01/17).
11. Payment Service Act,(2003). Retrieved from https://www.bnm.gov.my/documents/20124/830679/cp04_013_payment_sys_act2003.pdf
12. Pfeffer, J., & Salancik, G. R. (2003). The external control of organizations: A resource dependence perspective. Stanford University Press.
13. Tripathi, S. N., Malik, N., Rana, N. P., Vishnani, S., & Srivastava, S. (2022). Validating the antecedents of customer M-payment loyalty: An empirical investigation. Internet Research, 32(6), 1862-1890.
14. Van Kaam AL. Phenomenal analysis exemplified by a study of the experience of ‘really feeling understood. J Individ Psychol. 1959;15(1):66-72.
15. Van Kaam, Adrian (1967). Existential Foundations of Psychology. Philosophy and Phenomenological Research 28 (1):140-141.
16. Wang, S. T. (2020). The effects of risk appraisal and coping appraisal on the adoption intention of m-payment. International Journal of Bank Marketing, 38(1), 21-33.
17. Zmijewska, A., & Lawrence, E. (2005). Reshaping the framework for analysing success of mobile payment solutions. In Proceedings of the IADIS International Conference on e-commerce (pp. 203-210).

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to cite

Manoharan, S., Rahman, R. A., Bakar, E. A., Hashim, H., & Subramaniam, S. (2024). Exploring commercial contingency environment-developmental factors affecting the adoption of mobile payment: a qualitative study. Multidisciplinary Science Journal, 6, 2024ss0425. https://doi.org/10.31893/multiscience.2024ss0425

[1] Dahlberg, T., Mallat, N., Ondrus, J., & Zmijewska, A. (2008). Past, present and future of mobile payments research: A literature review. Electronic Commerce Research and Applications, 7(2), 165-181.

[2] Dennehy, D., & Sammon, D. (2015). Trends in mobile payments research: A literature review. Journal of Innovation Management, 3(1), 49-61.

[3] Electronic Money (E-Money) 30 December (2022). Retrieved from https://www.bnm.gov.my/documents/20124/943361/PD-eMoney-202302.pdf

[4] Financial Services Act.(2013). Retrieved from https://www.bnm.gov.my/financial-services-act-2013-and-islamic-financial-services-act-2013

[5] Guo, J., & Bouwman, W. A. G. A. (2015). An analytical framework for an m-payment ecosystem: A merchants' perspective. Telecommunications Policy, 40(2-3), 147-167.

[6] Hein, S. F., & Austin, W. J. (2001). Empirical and hermeneutic approaches to phenomenological research in psychology: A comparison. Psychological Methods, 6(1), 3-17. https://doi.org/10.1037/1082-989X.6.1.3

[7] Islamic Financial Services Act.(2013). Retrieved from https://www.bnm.gov.my/documents/20124/8102422b-e6dd-d149-8db0-e3637e89ed5c

[8] Liébana-Cabanillas, F., Marinkovic, V., De Luna, I. R., & Kalinic, Z. (2018). Predicting the determinants of mobile payment acceptance: A hybrid SEM-neural network approach. Technological Forecasting and Social Change, 129, 117-130

[9] Malaysian Communications and Multimedia Commission. (2017). Public Cellular Services (MCMC/G/01/17). Retrieved from Prepaid-Registration-Guidelines-MCMCG0117_1.pdf (skmm.gov.my)

[10] Malaysian Communications and Multimedia Commission. (2017). Public Cellular Services (MCMC/G/01/17).

[11] Payment Service Act,(2003). Retrieved from https://www.bnm.gov.my/documents/20124/830679/cp04_013_payment_sys_act2003.pdf

[12] Pfeffer, J., & Salancik, G. R. (2003). The external control of organizations: A resource dependence perspective. Stanford University Press.

[13] Tripathi, S. N., Malik, N., Rana, N. P., Vishnani, S., & Srivastava, S. (2022). Validating the antecedents of customer M-payment loyalty: An empirical investigation. Internet Research, 32(6), 1862-1890.

[14] Van Kaam AL. Phenomenal analysis exemplified by a study of the experience of ‘really feeling understood. J Individ Psychol. 1959;15(1):66-72.

[15] Van Kaam, Adrian (1967). Existential Foundations of Psychology. Philosophy and Phenomenological Research 28 (1):140-141.

[16] Wang, S. T. (2020). The effects of risk appraisal and coping appraisal on the adoption intention of m-payment. International Journal of Bank Marketing, 38(1), 21-33.

[17] Zmijewska, A., & Lawrence, E. (2005). Reshaping the framework for analysing success of mobile payment solutions. In Proceedings of the IADIS International Conference on e-commerce (pp. 203-210).

Abstract

References

How to cite