Antecedents and Consequences of Trust and Loyalty in Physical Banks Affecting Mobile Payments

The way of payment has changed in recent years: people have turned away from physical payment methods to virtual payment methods. The traditional banking industry is facing challenges brought by new technologies. The main purpose of this study is to investigate customer trust and loyalty transferrin...

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Autores principales:	Bo-Chiuan Su, Li-Wei Wu, Ying-Chi Yen
Formato:	article
Lenguaje:	EN
Publicado:	MDPI AG 2021
Materias:	electronic commerce mobile payment trust loyalty eco-platform Environmental effects of industries and plants TD194-195 Renewable energy sources TJ807-830 Environmental sciences GE1-350
Acceso en línea:	https://doaj.org/article/66ce73c858de44f9973a6a2f98556a48
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spelling	oai:doaj.org-article:66ce73c858de44f9973a6a2f98556a482021-11-25T19:00:32ZAntecedents and Consequences of Trust and Loyalty in Physical Banks Affecting Mobile Payments10.3390/su1322123682071-1050https://doaj.org/article/66ce73c858de44f9973a6a2f98556a482021-11-01T00:00:00Zhttps://www.mdpi.com/2071-1050/13/22/12368https://doaj.org/toc/2071-1050The way of payment has changed in recent years: people have turned away from physical payment methods to virtual payment methods. The traditional banking industry is facing challenges brought by new technologies. The main purpose of this study is to investigate customer trust and loyalty transferring from physical banks to mobile payments because mobile payment platforms are a self-service technology. The goal is to create an eco-platform to facilitate transition from a cash-based economy to a cashless economy. This study is the first attempt to integrate platform management, electronic marketing (online trust and online loyalty), and relationship marketing (offline trust and offline loyalty) into one model. We theoretically and empirically take certain factors into consideration to further explore the transfer impact of physical to mobile payments, which is not discussed in literature. The SEM (structural equation modelling) analysis from the 353 respondents in this study found that trust from both the physical and mobile contexts has positively influenced loyalty. Additionally, customers’ trust and loyalty transfer from the physical to the mobile environment has had a significantly positive effect between the physical and mobile environment. Corporate reputation and structure assurance have also significantly positively affected physical trust and mobile trust, respectively. The findings also reveal that the structure assurance plays an essential role in mobile payment. Users may have certain concerns about the procedure of transactions and their personal information. Theoretical and practical implications are provided.Bo-Chiuan SuLi-Wei WuYing-Chi YenMDPI AGarticleelectronic commercemobile paymenttrustloyaltyeco-platformEnvironmental effects of industries and plantsTD194-195Renewable energy sourcesTJ807-830Environmental sciencesGE1-350ENSustainability, Vol 13, Iss 12368, p 12368 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	electronic commerce mobile payment trust loyalty eco-platform Environmental effects of industries and plants TD194-195 Renewable energy sources TJ807-830 Environmental sciences GE1-350
spellingShingle	electronic commerce mobile payment trust loyalty eco-platform Environmental effects of industries and plants TD194-195 Renewable energy sources TJ807-830 Environmental sciences GE1-350 Bo-Chiuan Su Li-Wei Wu Ying-Chi Yen Antecedents and Consequences of Trust and Loyalty in Physical Banks Affecting Mobile Payments
description	The way of payment has changed in recent years: people have turned away from physical payment methods to virtual payment methods. The traditional banking industry is facing challenges brought by new technologies. The main purpose of this study is to investigate customer trust and loyalty transferring from physical banks to mobile payments because mobile payment platforms are a self-service technology. The goal is to create an eco-platform to facilitate transition from a cash-based economy to a cashless economy. This study is the first attempt to integrate platform management, electronic marketing (online trust and online loyalty), and relationship marketing (offline trust and offline loyalty) into one model. We theoretically and empirically take certain factors into consideration to further explore the transfer impact of physical to mobile payments, which is not discussed in literature. The SEM (structural equation modelling) analysis from the 353 respondents in this study found that trust from both the physical and mobile contexts has positively influenced loyalty. Additionally, customers’ trust and loyalty transfer from the physical to the mobile environment has had a significantly positive effect between the physical and mobile environment. Corporate reputation and structure assurance have also significantly positively affected physical trust and mobile trust, respectively. The findings also reveal that the structure assurance plays an essential role in mobile payment. Users may have certain concerns about the procedure of transactions and their personal information. Theoretical and practical implications are provided.
format	article
author	Bo-Chiuan Su Li-Wei Wu Ying-Chi Yen
author_facet	Bo-Chiuan Su Li-Wei Wu Ying-Chi Yen
author_sort	Bo-Chiuan Su
title	Antecedents and Consequences of Trust and Loyalty in Physical Banks Affecting Mobile Payments
title_short	Antecedents and Consequences of Trust and Loyalty in Physical Banks Affecting Mobile Payments
title_full	Antecedents and Consequences of Trust and Loyalty in Physical Banks Affecting Mobile Payments
title_fullStr	Antecedents and Consequences of Trust and Loyalty in Physical Banks Affecting Mobile Payments
title_full_unstemmed	Antecedents and Consequences of Trust and Loyalty in Physical Banks Affecting Mobile Payments
title_sort	antecedents and consequences of trust and loyalty in physical banks affecting mobile payments
publisher	MDPI AG
publishDate	2021
url	https://doaj.org/article/66ce73c858de44f9973a6a2f98556a48
work_keys_str_mv	AT bochiuansu antecedentsandconsequencesoftrustandloyaltyinphysicalbanksaffectingmobilepayments AT liweiwu antecedentsandconsequencesoftrustandloyaltyinphysicalbanksaffectingmobilepayments AT yingchiyen antecedentsandconsequencesoftrustandloyaltyinphysicalbanksaffectingmobilepayments
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Antecedents and Consequences of Trust and Loyalty in Physical Banks Affecting Mobile Payments

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