Explo ing use beha iou s on mobile
echnologies combined wi h paymen
unc ions du ing he COVID-19 pandemic
Yuyang Zhao (D2015046)
A hesis submi ed in pa ial ul ilmen o he
equi emen s o he deg ee o Doc o in In o ma ion
Managemen .
Oc obe 2021
NOVA In o ma ion Managemen School
Uni e sidade No a de Lisboa
In o ma ion Managemen
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Doc o al P og amme in In o ma ion Managemen
Explo ing use beha iou s on mobile echnologies
combined wi h paymen unc ions du ing he
COVID-19 pandemic
P o esso Fe nando Bação, Supe iso
III
Doc o al P og amme in In o ma ion Managemen
Copy igh © by
Yuyang Zhao
All igh s ese ed
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Doc o al P og amme in In o ma ion Managemen
Abs ac
Wi h he ex ensi e sp ead o sma mobile de ices, mobile echnologies
and se ices ha e e olu ionised and pe aded signi ican ly in mos
aspec s o human li e, such as social communica ion, comme ce,
en e ainmen , e c. Va ious indus ies ha e in eg a ed se ices and
p oduc s wi h mobile inancial ansac ion echnologies, acili a ing he
paymen se ices combined wi h a ious mobile applica ions. The wide
adop ion o mobile ansac ions has inc eased he e iciency o
ansac ion p ocesses, me he expec a ions o cus ome s and he
equi emen s o en e p ises, and suppo ed he social-economic
de elopmen in di e en scena ios, especially unde he pandemic
si ua ion. Unde s anding mobile de ice use s’ pe cep ions and
beha iou s on mobile echnologies combining paymen unc ions unde
he COVID-19 pandemic si ua ion has ein o ced he need o emba k on
a deepe in es iga ion o cus ome beha iou s du ing he pandemic.
Fo hese easons, his s udy con ibu es o he ad ancemen o
knowledge and implemen a ion me hods o a be e unde s anding o he
de e minan s o cus ome s’ beha iou al in en ions o using mobile
echnologies combined wi h paymen unc ions in a o al o se en
sepa a e s udies. The in es iga ion begins wi h a sys ema ic li e a u e
e iew on mobile paymen s udies p esen ed in chap e wo. This
esea ch is augmen ed by in es iga ing use s’ con inuance usage
in en ion o mobile paymen s unde he COVID-19 pandemic in chap e
h ee. The ou h chap e analyses he de e minan s o con inuance
usage in en ion o ood deli e y apps du ing he pandemic. Chap e s i e
and six p esen wo heo e ical de elopmen s udies abou he Uni ied
Theo y o Accep ance and Use o Technology (UTAUT) and UTAUT2,
espec i ely. The se en h chap e in es iga es cus ome s’ psychological
shopping p ocesses ia li e-s eaming shopping apps du ing he
pandemic lockdown pe iod.
In epis emological e ms, his s udy in ol ed conjoin posi i is and
in e p e i is esea ch in beha iou al in o ma ion sys ems esea ch. A
quali a i e esea ch me hod was applied in chap e s wo, i e and six,
and a quan i a i e esea ch me hod was implemen ed in he hi d, ou h
and se en h chap e s. The main heo e ical ounda ions applied and
alida ed in h ee empi ical s udies we e UTAUT and UTAUT2.
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Doc o al P og amme in In o ma ion Managemen
Speci ically, chap e h ee in eg a es UTAUT wi h Men al Accoun ing
Theo y, he ou h chap e combines UTAUT wi h he Expec ancy
Con i ma ion Model, and chap e se en in eg a es UTAUT2 wi h he
S imulus-O ganism-Response amewo k and Flow heo y.
This s udy ound ha pe o mance expec ancy, social in luence, and us
signi ican ly a ec use s’ beha iou al in en ions in all h ee empi ical
s udies. Cus ome s’ men al cogni ions, such as pe cei ed bene i s,
sa is ac ion, low and pe cei ed alue, posi i ely o mula e use s’
beha iou al in en ion in he h ee s udies, espec i ely. Hedonic
mo i a ion and low signi ican ly in luence use s' beha iou al in en ion
when mobile echnologies con ain paymen and en e ainmen ea u es.
Mo eo e , his s udy con ibu es se e al heo e ical and p ac ical
implica ions. This s udy acili a es he ad ancemen o knowledge o
mobile echnologies adop ion h ough h ee e i ied heo e ical
amewo ks and wo p oposed de eloped heo e ical models and
app op ia e measu emen me hods. Meanwhile, his s udy suppo s
ele an s akeholde s in mobile echnologies, en e p ises, policymake s,
se ice p o ide s, and ma ke ing depa men s wi h aluable indings and
discussions o comp ehensi ely unde s anding he de e minan s o
cus ome s’ beha iou s on mobile echnologies combined paymen
unc ion.
Keywo ds: mobile echnologies combined paymen unc ion; mobile
paymen ; ood deli e y apps, li e-s eaming shopping apps, cus ome
beha iou s; Uni ied Theo y o Accep ance and Use o Technology
(UTAUT); UTAUT2; Men al Accoun ing Theo y (MAT); Expec ancy
Con i ma ion Model (ECM); S imulus-O ganism-Response amewo k
(SOR); Flow heo y

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Publica ions
Lis o publica ions esul ing om his disse a ion.
Published o accep ed pape s (Jou nal a icles & Con e ence
p oceedings):
Zhao, Y. and Bacao, F. (2021) ‘How Does he Pandemic Facili a e Mobile
Paymen ? An In es iga ion on Use s’ Pe spec i e unde he COVID-19
Pandemic’, In e na ional Jou nal o En i onmen al Resea ch and Public
Heal h,18(3):1016. DOI: h ps://doi.o g/10.3390/ije ph18031016
Zhao, Y. and Bacao, F. (2020) ‘Wha ac o s de e mining cus ome
con inuingly using ood deli e y apps du ing 2019 no el co ona i us
pandemic pe iod?’, In e na ional Jou nal o Hospi ali y Managemen ,
Else ie , 2020, Aug, 91, 102683. DOI:
h ps://doi.o g/10.1016/j.ijhm.2020.102683
Zhao, Y. and Bacao, F. (2020) ‘A comp ehensi e model in eg a ing
UTAUT and ECM wi h espoused cul u al alues o in es iga ing use s'
con inuance in en ion o using mobile paymen ’, 2020 3 d In e na ional
Con e ence on Big Da a Technologies. Sep embe 2020, 155–161. DOI:
h ps://doi.o g/10.1145/3422713.3422754
Zhao, Y. and Bacao, F. (2020) ‘Theo e ical De elopmen : Ex ending he
Flow Theo y wi h Va iables om he UTAUT2 Model’, 2020 IEEE 6 h
In e na ional Con e ence on Compu e and Communica ions (ICCC),
Chengdu, China, 2020, 2427-2431, DOI:
h ps://doi.o g/10.1109/ICCC51575.2020.9345049
Pape s (submi ed o unde e iew):
Zhao, Y. and Bacao, F. (2021) ‘Sys ema ic Li e a u e Re iew: use
pe spec i e on mobile paymen adop ion.’
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Doc o al P og amme in In o ma ion Managemen
Zhao, Y. and Bacao, F. (2021) ‘How does gende mode a e cus ome
in en ion o shopping ia li e-s eaming apps du ing he COVID-19
pandemic lockdown pe iod.’
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Acknowledgemen s
I am g a e ul o P o . Fe nando Bação, my supe iso on his disse a ion,
o always being a ailable, o all he guidance, suppo , help, pa ience,
and encou agemen ha signi ican ly con ibu ed o he quali y o all
s udies. A g ea app ecia ion o e e y hing.
I hank P o . Ped o Simões Coelho o he guidance and suppo o he
undamen al knowledge o s uc u al equa ion modelling, which
con ibu ed o all he s udies' s a is ical me hods o he models’
e alua ions.
I app ecia e P o . Paulo Miguel Fe ei a Ri a and P o . Ma co Painho o
he guidance o a sys ema ic and comple e esea ch p ocess, which
suppo ed and en iched my esea ch skills.
I am obliged o NOVA IMS o p o iding he pe ec acili ies and
knowledge ha suppo ed me h ough my esea ch jou ney.
A special hanks o my pa en s, Liang and Zhongqing, my wi e and
daugh e , Polina and Mi a, espec i ely, o he suppo , ca e, and
mo i a ion hey ha e p o ided me du ing hese yea s.
To all my since e hanks.
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Table o con en s
1. CHAPTER 1 - INTRODUCTION .................................................................................................. 1
1.1. INTRODUCTION ..................................................................................................................................................... 1
1.2. ADOPTION MODELS .............................................................................................................................................. 3
1.3. RESEARCH FOCI ..................................................................................................................................................... 4
1.4. MAIN OBJECTIVES ................................................................................................................................................. 5
1.5. METHODS .............................................................................................................................................................. 7
1.6. RESEARCH PATH .................................................................................................................................................... 9
2. CHAPTER 2 - SYSTEMATIC LITERATURE REVIEW: USER PERSPECTIVES ON
MOBILE PAYMENT ADOPTION ........................................................................................................ 10
2.1. INTRODUCTION .................................................................................................................................................. 10
2.2. METHODOLOGY ................................................................................................................................................. 12
2.2.1. Sys ema ic Li e a u e Re iew ................................................................................................................ 12
2.2.2. Fo mula ing esea ch ques ions .......................................................................................................... 12
2.2.3. Iden i ying ele an s udies ................................................................................................................... 13
2.2.4. Selec ing s udies ........................................................................................................................................ 15
2.2.5. Da a ex ac ion and syn hesis ............................................................................................................... 16
2.3. REPORTING AND RESULTS ................................................................................................................................. 24
2.3.1. Dis ibu ion o publica ion yea s ......................................................................................................... 24
2.3.2. Dis ibu ion o a ge egions ............................................................................................................... 25
2.3.3. Dis ibu ion o key e ms ........................................................................................................................ 26
2.4. DISCUSSION ....................................................................................................................................................... 29
2.4.1. Di e en ac o s in ol ed in p e ious s udies ................................................................................. 29
2.4.2. Theo e ical amewo ks applied in p e ious s udies .................................................................... 35
2.4.4. Obs acles in p e ious s udies ............................................................................................................... 39
2.5. CONCLUSION ..................................................................................................................................................... 42
2.5.1. Implica ions ................................................................................................................................................. 42
2.5.2 limi a ions and ecommenda ions ....................................................................................................... 43
3. CHAPTER 3 - HOW DOES THE PANDEMIC FACILITATE MOBILE PAYMENTS? AN
INVESTIGATION ON USER PERSPECTIVES UNDER THE COVID-19 PANDEMIC .................. 44
3.1. INTRODUCTION .................................................................................................................................................. 44
3.2. THEORETICAL BACKGROUND ............................................................................................................................ 46
3.2.1. M-Paymen and I s U ilisa ion Unde he COVID-19 Pandemic .............................................. 46
3.2.2. Men al Accoun ing Theo y (MAT) ....................................................................................................... 48
3.2.3. Uni ied Theo y o Accep ance and Use o Technology (UTAUT) ............................................. 49
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1. Chap e 1 - In oduc ion
1.1. In oduc ion
Wi h he signi ican de elopmen o in o ma ion echnology, sma mobile
de ices ha e been adop ed ubiqui ously. Va ious mobile applica ions and
se ices ha e de eloped sha ply, e olu ionising he elecommunica ion
indus y (Bap is a and Oli ei a, 2016). Since mobile de ices in ol ed
inancial ansac ion unc ions, he global business clima e had changed
d ama ically om adi ional social comme ce o online comme ce
owa ds mobile comme ce. Acco ding o a Wo ldPay epo , mobile
paymen s accoun ed o 22% o he global poin s o sale spending in
2019, and his pe cen age will inc ease o 29.6% in 2023 (Wo ldPay,
2020). The wide adop ion o mobile paymen has acili a ed inancial
ansac ions o paying goods, se ices, and bills anywhe e, any ime and
o anyone (Di Pie o e al., 2015). Mobile paymen , as an inno a i e
con ac less inancial ansac ion echnology, has been widely applied in
a ious business indus ies such as banking, ca e ing, en e ainmen .
Meanwhile, mobile de ice use s’ consump ion habi s ha e signi ican ly
changed. Especially since he COVID-19 pandemic b oke ou in
Decembe o 2019, main aining social dis ance and lockdown measu es
ha e been applied globally. Con ac less paymen s ha e been adop ed
signi ican ly. Fo example, in he ca e ing indus y, 41.6 % o esiden s
p e e ed mobile deli e y se ices o pu chase ood and daily supplies
du ing he COVID-19 pandemic in China (Mei uan esea ch ins i u e,
2020). In es iga ing he de e minan s o cus ome beha iou s on mobile
echnologies combining paymen unc ions has a oused inc easing
a en ion om bo h academic and p ac ical aspec s. Al hough some
p e ious s udies acili a ed he unde s anding o use ’s adop ion in en ion
and ac ual usage o mobile paymen s in di e en con ex s (Di Pie o e
al., 2015; Ramos-de-Luna e al., 2016; Liébana-Cabanillas e al., 2018;
Cao and Niu, 2019), he de e minan a ia ion and heo e ical e idence o
mobile paymen adop ion we e s ill insu icien (Dahlbe g e al., 2015).
P e ious esea ch has been especially spa se conside ing use s’
pe cep ions and beha iou al in en ion o using mobile applica ions wi h

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paymen unc ions co esponding o speci ic en i onmen al condi ions.
Thus, in es iga ing cus ome beha iou s is essen ial o ele an
s akeholde s o unde s and echnology’s pe o mance o de elop be e
ma ke ing and business s a egies o op imise use s’ expe ience and
mee cus ome s’ equi emen s oppo unely. Fu he mo e, he main
mo i a ional ac o s o he cu en esea ch a e lis ed as ollow.
1) Despi e some p e ious s udies ha ing in es iga ed a ious speci ic
an eceden s o mobile paymen echnology adop ion, he esea ch
scena ios we e insu icien because o he a ia ion o cul u al
backg ounds (Bap is a and Oli ei a, 2015), which indica es he
necessi y o explo ing he new cons uc s and no el in e ac ions
o a iables o con ibu e knowledge ad ancemen .
2) P e ious s udies on mobile paymen adop ion’s a ia ion and
heo e ical e idence o di e en pe spec i es in a speci ic si ua ion
we e limi ed (Dahlbe g e al., 2015). Especially unde eme gency
condi ions, namely he COVID-19 pandemic, in es iga ing he
ac o s a ec ing use s’ con inuance in en ion o using mobile
paymen s can suppo new insigh s in o how eme gency
condi ions a ec use s’ pe cep ions and beha iou s.
3) Paymen unc ions ha e been in eg a ed in o a ious mobile
echnologies. Food deli e y apps (FDAs), as eme ging ca e ing
se ice mobile applica ions, acili a e cus ome s’ dining
expe iences any ime and anywhe e. FDAs me cus ome s’ daily
equi emen s and widened ca e ing en e p ises’ ope a ional ange,
especially du ing he COVID-19 pandemic. The e o e,
in es iga ing cus ome s’ con inuance usage in en ion o FDAs
unde he COIVD-19 scena io is aluable o knowledge
ad ancemen in new echnology usage unde an eme gency
en i onmen .
4) The heo e ical amewo ks applied in p e ious mobile paymen
echnology adop ion s udies we e insu icien o explain use s’
beha iou s om echnological and men al pe cep ions conjoin ly
(Ma inko ic e al., 2020). Fo example, as he engagemen
cogni ion, low e lec s he cus ome ’s imme si e expe ience
(Hossain and Zhou, 2018). Thus, heo e ical amewo ks equi e
adjus men and modi ica ion o comp ehensi ely analyse use s’
echnological pe cep ions and men al cogni ions in a ious
en i onmen al backg ounds and in ol e cul u al mode a ing
e ec s o ele an heo e ical de elopmen .
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5) Li e-s eaming shopping apps (LSSAs), as a ela i ely new
eme ging mobile comme ce echnology combining social
en e ainmen and e-comme ce ea u es, ha e a ely been
explo ed in p e ious s udies. Di e en ages and gende play a ole
in cus ome s’ psychological shopping p ocesses ia LSSAs unde
speci ic en i onmen al condi ions (such as he pandemic lockdown
si ua ion). These ac o s should be in es iga ed o b ing new
insigh s in o explaining cus ome beha iou s on mobile paymen
echnology.
1.2. Adop ion models
My iad adop ion models ha e p e iously been implemen ed in new
echnology adop ion li e a u e, such as he Di usion o Inno a ions heo y
(DOI) (Roge s, 2003), Theo y o Reasoned Ac ion (TRA) (Fishbein and
Ajzen, 1975), Theo y o Planned Beha iou (TPB) (Ajzen, 1991),
Technology Accep ance Model (TAM) (Da is, 1989) and Uni ied Theo y
o Accep ance and Use o Technology (UTAUT) (Venka esh e al., 2003).
whe ein TAM and UTAUT a e p obably he mos widely applied and
alida ed models e iden in many empi ical s udies on consume
beha iou on adop ing new echnologies (Kim, Mi usmono and Lee,
2010; Koenig-Lewis e al., 2015). Speci ically, Venka esh e al. (2003)
p oposed UTAUT o in es iga e use s’ beha iou al in en ion o use new
in o ma ion echnology sys ems o e lec social cogni ion heo y. UTAUT
inco po a ed ou undamen al de e minan s, pe o mance expec ancy,
e o expec ancy, social in luences, and acili a ing condi ions as an
ex ension o he TAM model, which has been modi ied wi h di e en
ex e nal a iables o in eg a ed wi h o he heo e ical amewo ks o
explo e use s adop ing new echnologies in a ious con ex s (Oli ei a e
al., 2014; Khalilzadeh, Oz u k and Bilgihan, 2017; Ma inko ic e al.,
2020). Di Pie o e al. (2015) in eg a ed TAM, DOI and UTAUT o
in es iga e he de e minan s o mobile paymen adop ion. Mo eo e ,
UTAUT2, an ad anced e sion o UTAUT, designed by Venka esh,
Thong and Xu (2012), o e came he weaknesses o UTAUT by including
addi ional a iables and mode a o s o p edic use s’ mo i a ion and
beha iou on in o ma ion echnology. UTAUT2 has also been e ised by
ex ending o sub ac ing a iables o models o accu a ely analyse use s’
adop ion in en ion o in o ma ion echnology in a ious pa icula
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Doc o al P og amme in In o ma ion Managemen
si ua ions. Fo example, excluding p ice alue and adding p i acy o
in es iga e mobile paymen adop ion (Mo osan and DeF anco, 2016),
adding cul u e mode a o s o p edic mobile banking adop ion (Bap is a
and Oli ei a, 2015), and in eg a ing he heo y wi h he DOI model o
in es iga e mobile paymen adop ion (Oli ei a, 2016).
1.3. Resea ch oci
The p incipal oci o his pape a e summa ised and p esen ed in
Figu e 1.1. as ollows:
• unde s anding he main de e minan s o cus ome s’ con inuance
usage in en ions o mobile paymen and ood deli e y apps unde
he COVID-19 pandemic;
• de eloping an adop ion amewo k wi h heo e ical suppo ;
in es iga ing cus ome s o di e en ages and gende s’
psychological shopping p ocesses ia li e-s eaming shopping
apps du ing he pandemic lockdown pe iod,
Meanwhile, he s udy’s a ge is o ocus on indi idual le els o
beha iou on mobile echnologies combined paymen unc ion.
Figu e 1.1. Resea ch ocuses
Mobile echnologies combining paymen unc ions in e ac in o ma ion
communica ion wi h elec onic inancial ansac ions (Dahlbe g e al.
2015), which a e embedded in a ious se ices o suppo cus ome s’
inancial ansac ion equi emen s, such as mobile banking, ood deli e y
apps, and li e-s eaming shopping apps. This hesis p oposes a speci ic
adop ion model in each chap e o in es iga e cus ome beha iou s on
Theo e ical de elopmen
In eg a ing
echnological and
psychological
cons uc s and cul u al
mode a o s
COVID-19 pandemic
condi ion
Mobile paymen
con inuance adop ion
Food deli e y apps
con iuance adop ion
COVID-19 pandemic
lockdown condi ion
Li e-s eaming apps
usage
Unde age and gende
mode a ing e ec s
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Doc o al P og amme in In o ma ion Managemen
mobile echnologies combining paymen unc ions in di e en pa e ns,
scena ios, and samples o con ibu e ele an knowledge ad ancemen .
A o al o six sepa a e s udies a e p esen ed in Figu e 1.2. Whe ein ou
co e he mobile paymen s a ena, one in es iga es he ood deli e y
apps aspec , and one del es in o he li e-s eaming shopping apps ield.
Speci ically, UTAUT (Venka esh e al., 2003) was in eg a ed wi h di e en
amewo ks and heo ies o speci ic scena ios, such as he Men al
Accoun ing Theo y (MAT) (Thale , 1985), Expec ancy Con i ma ion
Model (ECM) (Bha ache jee, 2001), Ho s ede’s Cul u al Values
(Ho s ede, 1980), and he Task-Technology Fi model (TTF) (Goodhue
and Thompson, 1995). UTAUT2 (Venka esh e al., 2012) was combined
wi h Flow heo y (Csikszen mihalyi, 1975), and he S imulus-O ganism-
Response amewo k (SOR) (Meh abian and Russell, 1974).
Figu e 1.2. Lis o s udies and heo e ical amewo ks
1.4. Main objec i es
This s udy aimed o unde s and he main de e minan s o cus ome
beha iou s on mobile echnologies wi h combined paymen unc ions,
including con inuance usage in en ions o mobile paymen and ood
deli e y apps du ing he COVID-19 pandemic, use s’ psychological
p ocesses, mode a ed by age and gende , o shopping ia li e-s eaming
shopping apps du ing he pandemic lockdown pe iod. Each esea ch
•Sys ema ic li e a u e e iew o mobile paymen s' adop ion
•Con inuace usage unde he COVID-19 pandemic (UTAUT + MAT)
•Theo e ical de elopmen o UTAUT (UTAUT + ECM+cul u e mode a o )
•Theo e ical de elopmen o UTAUT2 (UTAUT 2+Flow heo y)
Mobile paymen s
•Con inuace usage unde he COVID-19 pandemic (UTAUT + ECM+TTF)
Food deli e y apps
•Shopping in en ion unde age and gende mode a ing e ec s (UTAUT2 +
SOR + Flow heo y)
Li e-s eaming shopping apps
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objec i e was add essed in di e en s udies and a e p esen ed in
sepa a e chap e s.
The second chap e consis s o a sys ema ic li e a u e e iew o mobile
paymen adop ion s udies, which gene a ed he main de e minan s o
mobile paymen adop ion, iden i ied he popula heo e ical amewo ks
applied in p e ious s udies, and summa ised he obs acles in mobile
paymen adop ion s udies. This chap e p o ides a gene al heo e ical
ounda ion and esea ch guidance o suppo ing he emaining s udies in
he ollowing chap e s.
The hi d chap e in es iga es he main de e minan s o mobile de ice
use s’ in en ion o con inuously use mobile paymen s unde he COVID-
19 pandemic by in eg a ing he UTAUT and MAT heo e ical models wi h
addi ional pe cei ed bene i s, secu i y, and us cons uc s. Mobile
paymen s p o ide indi iduals wi h a con ac less ansac ion me hod
unde he highly con agious COVID-19 pandemic condi ion. The
de e minan s o echnology adop ion unde eme gencies ha e ba ely
been explo ed he e o o e; his chap e explo es how he pandemic has
in luenced indi idual use beha iou .
The ou h chap e esea ches indi iduals’ con inuance usage in en ion o
ood deli e y apps unde he COVID-19 pandemic. As a speci ic
eme ging online- o-o line mobile echnology wi h paymen unc ions, ood
deli e y apps ha e been widely adop ed. These apps p o ide wo-way
bene icial ca e ing deli e y se ices in escuing ca e ing en e p ises and
sa is ying cus ome s’ echnological and men al expec a ions du ing he
COVID-19 pandemic. A comp ehensi e model in eg a ing UTAUT, ECM
and TTF wi h he us ac o was p oposed in his chap e o suppo
unde s anding o cus ome s’ beha iou s.
The i h chap e de elops a heo e ical amewo k by in eg a ing UTAUT
and ECM wi h he us cons uc and Ho s ede’s cul u al alues o
con ibu e owa ds heo e ical de elopmen . This chap e aims o build up
an adop ion model unde he cul u al mode a ing e ec s o analyse use s’
beha iou al in en ion om echnological and men al pe cep ions
conjoin ly o unde s and indi idual beha iou s o echnology usage
comp ehensi ely.
The six h chap e p esen s a heo e ical de elopmen o UTAUT2 by
combining a new media o , low heo y, and an addi ional a iable,

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Doc o al P og amme in In o ma ion Managemen
sa is ac ion, o explo e he main an eceden s o using mobile echnology.
Flow, as a media ing a iable, ep esen s an indi idual’s imme si e
expe ience and engagemen wi h a pa icula echnology, which is
in luenced by he use ’s echnological pe cep ions, owa ds a ec ing hei
men al cogni ion and adop ion in en ion. The p oposed adop ion model
con ibu es a heo e ical ounda ion o ele an s udy o p edic he main
d i e s o echnology adop ion om a use s’ pe spec i e.
The se en h chap e p oposes a modi ied S imulus-O ganism-Response
amewo k, which ex ends s imulus based on UTAUT2 and us , a
p oposed o ganism based on low heo y. I assumes pe cei ed alues
and beha iou al in en ion as esponses o in es iga e cus ome s’
psychological shopping p ocesses ia li e-s eaming apps unde he
mode a ing e ec s o age and gende du ing he pandemic lockdown
pe iod. This chap e p o ides a new insigh ha an indi idual’s
psychological p ocess o using an eme ging en e ainmen mobile
paymen echnology unde a speci ic en i onmen al condi ion is
mode a ed by gende .
As a concluding chap e , he eigh h chap e summa ises he p incipal
indings o he p e ious chap e s and gene a es he mos impo an
con ibu ions o his s udy.
1.5. Me hods
This s udy in ol ed posi i is and in e p e i is esea ch in beha iou al
in o ma ion sys ems esea ch conjoin ly. Speci ically, chap e s wo, i e
and six applied in e p e i ism quali a i e esea ch me hods, which aimed
o gain in-dep h insigh s and empa he ic unde s anding o he s a e-o -
he-a knowledge om p e ious s udies and heo e ical de elopmen s
based on he weaknesses o he adop ion model in p e ious s udies. On
he o he hand, chap e s h ee, ou and se en b oached posi i ism,
which aimed o disco e human beha iou s in in o ma ion sys em
esea ch. These chap e s we e conduc ed using a quan i a i e esea ch
me hod. Mo eo e , his s udy applied he obse a ion me hod in he
in e p e i is esea ch o summa ise he subjec i e disco e ies and
implemen ed an online su ey me hod in he posi i is esea ch o
gene a e he objec i e phenomenon o human beha iou s in in o ma ion
sys ems. A s uc u al app oach was applied in he posi i is esea ch,
8
Doc o al P og amme in In o ma ion Managemen
including iden i ying he esea ch opic, cons uc ing he esea ch model,
p oposing hypo heses and alida ing he esea ch model by collec ed
da a. The heo e ical amewo ks and he quan i a i e app oach in he
posi i is esea ch a e p esen ed as ollows.
Chap e h ee in eg a es UTAUT (Venka esh e al., 2003) wi h Men al
Accoun ing Theo y (MAT) (Thale , 1985) o es ablish he heo e ical
amewo k. MAT explained ha pe sonal desi es a ec cogni i e
p ocesses owa ds bea ing on psychological p ocesses o aluing a
speci ic echnology which should be conside ed in he olun a y usage
en i onmen (Alghamdi, 2018). Fo he da a collec ion, a c oss-sec ional
online su ey wi h a i e-poin Like scale measu emen o all
cons uc s’ indica o s was applied o collec da a h ough he mos
popula Chinese mobile social media pla o m, WeCha , in a h ee-week
pe iod du ing he COVID-19 pandemic, om 11 Ma ch 2020 o 31 Ma ch
2020. A o al o 739 alid da a was accep ed o e alua ing he heo e ical
amewo k using a co a iance-based s uc u al equa ion modelling
echnique h ough a wo-s ep app oach (Ande son and Ge bing, 1988),
including alida ing he measu emen model and es ing he s uc u al
model.
Chap e ou combines UTAUT (Venka esh e al., 2003) wi h he
Con i ma ion Model (ECM) (Bha ache jee, 2001) and Task-Technology
Fi model (TTF) (Goodhue and Thompson, 1995) o p opose he
heo e ical amewo k. ECM explained use s’ sa is ac ion and
con inuance beha iou o in o ma ion sys ems ia h ee dimensions,
pe o mance expec ancy, con i ma ion and sa is ac ion (Bha ache jee,
2001). TTF p esen ed he deg ee o i ness be ween asks and
echnology o assis in pe o ming indi idual daily asks and u ilising
echnology (Goodhue and Thompson, 1995). Equi alen da a collec ion
and alida ion me hods we e applied in his chap e o unde s and he
de e minan s o cus ome s using ood deli e y apps du ing he COVID-19
pandemic. Da a collec ion was conduc ed in China om 23 Ma ch 2020
o 12 Ap il 2020. A o al numbe o 532 alid answe s we e accep ed o
alida e he heo e ical amewo k.
Chap e se en in eg a es UTAUT2 (Venka esh e al., 2012) wi h he
S imulus-O ganism-Response amewo k (SOR) (Meh abian and Russell,
1974) and Flow heo y (Csikszen mihalyi, 1975) o in es iga e indi iduals’
psychological p ocess o shopping ia li e-s eaming shopping apps
9
Doc o al P og amme in In o ma ion Managemen
du ing he COVID-19 pandemic lockdown pe iod. A se en-poin Like
scale c oss-sec ional online su ey was applied in China om 9 Augus
2020 o 6 Sep embe 2020 h ough Wenjuan.com (a Chinese online
su ey pla o m) and WeCha . A o al o 374 alid answe s we e applied
o assessing he heo e ical model. Mo eo e , o dis inguish he
mode a ing e ec s o age and gende , a mul i-g oup analysis was
implemen ed o e alua e he pa h coe icien s ac oss each age and
gende subsample.
1.6. Resea ch Pa h
This esea ch consis s o six in e ela ed s udies associa ed wi h mobile
echnologies ha combine paymen unc ions, namely mobile paymen ,
ood deli e y apps and li e-s eaming shopping apps, add essed om he
second o he se en h chap e s sepa a ely. Two o hem ha e al eady
been published in Q1 and Q2 in e na ional jou nals wi h a double-blinded
e iew p ocess. Ano he wo we e published in in e na ional con e ence
p oceedings wi h a double-blinded e iew p ocess and indexed in
Scopus. The emaining wo s udies a e unde e iew. The majo i y o he
chap e s we e published in in e na ional jou nals and quali ied
in e na ional con e ence p oceedings wi h a double-blinded e iew
p ocess o gua an ee he quali y o he esea ch. The summa y o he
cu en s age o each s udy is p esen ed in Table 1.1. The inal chap e a
he end o his disse a ion summa ises he main conclusions o each
s udy.
Table 1.1. Cu en s ages o s udies
Chap e
S udy name
Cu en s age
2
Sys ema ic Li e a u e Re iew: use pe spec i e on mobile
paymen adop ion
Unde e iew
3
How does he pandemic acili a e mobile paymen ? An
in es iga ion on use s’ pe spec i es unde he COVID-19
pandemic
Published in he In e na ional Jou nal o
En i onmen al Resea ch and Public Heal h
(Q2)
4
Wha ac o s ha e de e mined cus ome s’ con inuous use
o ood deli e y apps du ing he 2019 no el Co ona i us
pandemic?
Published in he In e na ional Jou nal o
Hospi ali y Managemen (Q1)
5
A comp ehensi e model in eg a ing UTAUT and ECM
wi h espoused cul u al alues o in es iga ing use s'
con inuance in en ion o using mobile paymen
Published in con e ence p oceeding o he
2020 3 d In e na ional Con e ence on Big
Da a Technologies
6
Theo e ical De elopmen : Ex ending he Flow Theo y
wi h Va iables om he UTAUT2 Model
Published in con e ence p oceeding o he
2020 IEEE 6 h In e na ional Con e ence on
Compu e and Communica ions
7
How does gende mode a e cus ome in en ions o
shopping ia li e-s eaming apps du ing he COVID-19
pandemic lockdown pe iod
Unde e iew
10
Doc o al P og amme in In o ma ion Managemen
2. Chap e 2 - Sys ema ic Li e a u e Re iew: use
pe spec i es on mobile paymen adop ion
2.1. In oduc ion
Mobile paymen (M-paymen ) was de ined by Dahlbe g e al. (2008) as
‘ he paymen me hod o goods, se ices, and bills wi h a mobile de ice
by aking ad an age o wi eless and o he communica ion echnologies.
Wi h he inc easing compa ibili y o M-paymen se ices and ubiqui ous
co e age o in e ne -based communica ion ne wo ks, inancial
ansac ions ia mobile de ices a e leading us o mo e owa ds a
cashless wo ld, which will be wo h mo e han £3.5 illion by 2023,
ollowing a g ow h o 33.8% CAGR be ween 2017-2023 (Me chan sa y,
2019). M-paymen s suppo ed use s’ daily ansac ions and p o ec ed he
de elopmen o he social economy du ing he pandemic, especially in
2020, despi e he global economy su e ing se iously because o he
COVID-19 pandemic. Fo example, he numbe o ansac ions made by
mobile paymen s was 22.4 million in he i s qua e o 2020 in China, up
187% om he yea 2019 (China Banking and Insu ance News, 2020).
The pe cen age o M-paymen use s in China had inc eased om 73.5%
in June 2019 o 85.3% in Ma ch 2020 and eached 86.0% in June 2020
(CNNIC, 2020). As an e icien cashless ansac ion pa e n, M-paymen
plays a i al ole in a ious indus ies, such as banking, e-comme ce,
hospi ali y, and en e ainmen . I p o ides wo-way bene i s o bo h
consume s and me chan s by p o iding as , sa e and con enien
inancial ansac ions. This phenomenon became e en mo e p e alen
du ing he Co id-19 lockdowns, which we e dec eed by go e nmen s
wo ldwide.
Despi e a ious p e ious esea ch ocusing on mobile paymen adop ion
in a ious scena ios (Slade e al. 2013; Koenig-Lewis e al., 2015;
Oli ei a e al.,2016; Lu e al., 2017; Pa k e al., 2018), a comp ehensi e
sys ema ic li e a u e e iew on mobile paymen adop ion had no been
su icien ly analysed. This scena io equi ed an in es iga ion o
unde s and use s’ beha iou s on M-paymen be e o suppo ele an
knowledge ex ac ion. The pu pose o his pape is o sys ema ically
17
Doc o al P og amme in In o ma ion Managemen
S udies
Ti le
Theo. basis
Key Fac o s
Loc.
No.
Key ou comes
Obs acles
(Bap is
a and
Oli ei
a,
2015)
Unde s anding mobile
banking: The uni ied
heo y o accep ance
and use o echnology
combined wi h cul u al
mode a o s
UTAUT2
Pe o mance
expec ancy; E o
expec ancy; Social
in luence;
Facili a ing
condi ions;
Hedonic
mo i a ion; P ice
alue. Ho s ede’s
cul u al
mode a o s.
Mozam
bique.
252
This s udy in eg a ed UTAUT2 and
Ho s ede’s cul u al alues and
ound ha
Indi idualism/collec i ism,
Unce ain y a oidance, Long/sho
e m, Powe dis ance ha e
posi i ely mode a ing in luences on
accep ance o mobile banking.
Cul u e;
egion;
se e
(Boonsi
i omac
hai and
Pi chay
adejana
n ,
2018)
De e minan s a ec ing
mobile banking
adop ion by gene a ion
Y based on he Uni ied
Theo y o Accep ance
and Use o Technology
Model modi ied by he
Technology
Accep ance Model
concep
UTAUT;
TAM
Pe o mance
expec ancy; E o
expec ancy; Social
in luence;
Facili a ing
condi ions;
Secu i y; Sel -
e icacy; Hedonic
mo i a ion
Thailan
d
480
This s udy combined ATM and
UTAUT o de e mine he media ing
e ec o hedonic mo i a ion being
impac ed by acili a ing condi ions,
secu i y, and sel -e icacy, which
conjoin ly a ec ed beha iou al
in en ion on mobile backing
adop ion.
Age
(Cao
and
Niu,
2019)
In eg a ing con ex -
awa eness and
UTAUT o explain
Alipay use adop ion
UTAUT
Pe o mance
Expec ancy;
E ec
Expec ancy;
Social In luence;
Pe cei ed Risk;
Ubiqui y; Con ex ;
Use Adop ion.
China
614
This s udy in eg a ed con ex -
awa eness and UTAUT and s a ed
ha pe o mance expec ancy
media ed ubiqui y and use
adop ion. Con en has an
insigni ican posi i e impac on
pe o mance expec ancy; e ec
expec ancy.
Secu i y
(Chawl
a and
Joshi,
2019)
Scale De elopmen
and Valida ion o
Measu ing he
Adop ion o Mobile
Banking Se ices
TAM
Ease o use;
A i ude;
Li es yle;
Con enience;
E iciency; T us
India
283
The s udy in eg a ed TAM wi h
a i ude, li es yle, us , con enience
and e iciency, and ound ha us ,
a i ude, and li es yle signi ican ly
impac ed beha iou in en ion.
Age;
egion;
sample
size;
cul u e
(Chen
and Li,
2017)
Unde s anding
Con inuance In en ion
o Mobile Paymen
Se ices: An Empi ical
S udy
IT
con inuance
heo y
Pos pe cei ed
use ulness;
Discon i ma ion
o p e-pe cei ed
use ulness; Pos
pe cei ed isk;
Discon i ma ion
o p e-pe cei ed
isk; T us and
Sa is ac ion.
China
243
Sa is ac ion had posi i e impac s on
us and con inuance in en ion. P e-
pe cei ed use ulness posi i ely
a ec ed sa is ac ion and pos -
pe cei ed use ulness. P e-pe cei ed
isk nega i ely impac ed use
sa is ac ion and posi i ely a ec ed
pos -pe cei ed isk. T us had a
posi i e impac on pos -pe cei ed
use ulness and a nega i e impac on
pos -pe cei ed isk.
Habi ;
egion
(Cocosi
la and
T abels
i, 2016)
An in eg a ed alue-
isk in es iga ion o
con ac less mobile
paymen s adop ion
Theo y o
pe cei ed
alue- isk
U ili a ian;
Enjoymen ;
Social; Pe cei ed
isk ( ime; social;
psychological and
p i acy);
Pe cei ed alue;
Canada
289
This s udy in eg a ed alue- isk
pe cep ion as a signi ican ac o in
adop ing NFC paymen s wi h
sma phones in Canada. The esul s
also p esen ed ha u ili a ian and
enjoymen alues had a posi i e
impac on use mo i a o s.
Psychological and p i acy isks had
he mos nega i e impac .
Use
expe ience
(Daş an
and
Gü le ,
2016)
Fac o s A ec ing he
Adop ion o Mobile
Paymen Sys ems: An
Empi ical Analysis
TAM
Pe cei ed
Repu a ion;
En i onmen al
Risk; Pe cei ed
T us ; Pe cei ed
Use ulness;
Pe cei ed Ease o
Use; Pe cei ed
Mobili y; A i ude.
Tu key
225
Pe cei ed T us , Pe cei ed Mobili y
and A i ude had posi i e e ec s on
he adop ion in en ion. Pe cei ed
us was posi i ely ela ed o
pe cei ed epu a ion and nega i ely
ela ed o en i onmen al isk.
Howe e , pe cei ed use ulness and
pe cei ed ease o use do no a ec
adop ion in en ion.
Sample
size; egion
(Ke il
e ,
Demou
lin and
Zidda,
2016)
Adop ion o in-s o e
mobile paymen : A e
pe cei ed isk and
con enience he only
d i e s?
Theo y o
pe cei ed
alue
Pe cei ed bene i
(u ili a ian,
hedonic, and
social); Pe cei ed
isks; Expe ience;
Spillo e e ec s
F ench
363
This pape measu ed pe cei ed
bene i s om u ili a ian and
hedonic, and social aspec s.
Financial and p i acy isks we e key
d i e s o he F ench consume
adop ing mobile paymen . Pe cei ed
Enjoymen

18
Doc o al P og amme in In o ma ion Managemen
S udies
Ti le
Theo. basis
Key Fac o s
Loc.
No.
Key ou comes
Obs acles
isk has a signi ican nega i e
impac on he in en ion o adop ion.
(Di
Pie o
e al.,
2015)
The In eg a ed Model
on Mobile Paymen
Accep ance (IMMPA):
An empi ical
applica ion o public
anspo
TAM; DOI;
UTAUT
Use ulness; Ease
o use; Secu i y;
A i ude;
Compa ibili y;
Use s’ beha iou
I aly
439
Use ulness, Ease o use and
Secu i y ha e a posi i e e ec on
usage in en ion. Use ulness is
simul aneously in luenced by Ease
o use, owa ds in luencing
Compa ibili y and A i ude on
adop ing mobile se ices.
Age; use
expe ience;
cul u e;
egion
(Gu,
Lee and
Suh,
2009)
De e minan s o
beha iou al in en ion
o mobile banking.
TAM
Social In luence;
Sys em Quali y;
Facili a ing,
Condi ions; Sel -
e icacy;
Familia i y wi h
Bank; Si ua ional
No mali y;
S uc u al
Assu ances;
Calcula i e-based
T us ; Pe cei ed
Use ulness;
Pe cei ed Ease o
Use; T us .
Sou h
Ko ea
910
This pape applied T us -associa ed
TAM and ound ha us and ease
o use a ec ed pe cei ed use ulness.
Sel -e iciency had he s onges
impac on pe cei ed ease-o -use,
which in u n a ec ed beha iou al
in en ion h ough pe cei ed
use ulness. T us as a s ong
indica o could inc ease beha iou al
in en ion.
Use
expe ience;
Sample
size
(Haide
e al.,
2018)
Explo ing Gende
E ec s in In en ion o
Islamic Mobile
Banking Adop ion: an
empi ical s udy
ATM
Pe cei ed
inancial cos ;
Pe cei ed
use ulness; Social
no ms; Pe cei ed
c edibili y;
Pe cei ed sel -
exp essi eness;
Gende
Pakis a
n
243
Male in en ion was signi ican ly
impac ed by pe cei ed use ulness
and pe cei ed sel -exp essi eness.
Female in en ion was signi ican ly
impac ed by pe cei ed c edibili y.
Howe e , wi h pe cei ed inancial
cos and social no ms, no signi ican
gende di e ences exis ed.
Region;
Age
(Hamid
i and
Sa a ee
yeh,
2019)
A model o analyse he
e ec o mobile
banking adop ion on
cus ome in e ac ion
and sa is ac ion: A
case s udy o m-
banking in I an
CRM
In e ac ion;
A ec i e
commi men ;
Sa is ac ion;
T us ; Loyal y;
P o i abili y;
In ol emen ;
Numbe o isi s;
Willingness o e-
isi
I an
243
Use ’s sa is ac ion and p o i abili y
we e he mos signi ican indica o s
o use in e ac ion.
Sample
size
(Zhu,
Lan
and
Chang,
2017)
Unde s anding he
In en ion o Con inue
Use o a Mobile
Paymen P o ide : An
Examina ion o Alipay
Walle in China
ELM
Sou ce c edibili y;
Pe cei ed
use ulness;
Pe cei ed
in eg a ion; T us ;
Subjec i e no m;
Compe i o s’
ma ke ing e o s
China
332
Sou ce c edibili y, pe cei ed
use ulness, and pe cei ed
in eg a ion we e in e nal ac o s
de e mining con inuance in en ion
h ough us . Compe i o s’
ma ke ing e o s and subjec i e
no ms, as wo ex e nal ac o s,
nega i ely and posi i ely impac ed
con inuance in en ion, espec i ely.
T us
(Hossai
n and
Zhou,
2018)
Impac o m-paymen s
on pu chase in en ion
and cus ome
sa is ac ion: pe cei ed
low as a media o
SOR
Use ulness;
Emo ion; Secu i y;
Pe cei ed low;
Cus ome
sa is ac ion
China
350
Sa is ac ion has he mos signi ican
posi i e impac on mobile paymen
adop ion. Pe cei ed low, as a
media o , a ec ed sa is ac ion,
consequen ly in luenced pu chase
in en ion.
Enjoymen
(Jenkin
s and
Opho ,
2016)
Fac o s in luencing he
in en ion o adop NFC
mobile paymen s – A
Sou h A ican
pe spec i e
TAM
Secu i y conce ns;
P i acy conce ns;
T us conce ns;
Pe cei ed isk;
Pe cei ed alue;
Social in luence;
Pe cei ed ease o
use; Pe cei ed
inancial
esou ces.
Sou h
A ica
331
Social in luence had he mos
signi ican in luence on pe cei ed
alue. Secu i y and p i acy
conce ns had signi ican posi i e
in luences on pe cei ed isk bu
nega i e impac s on adop ion.
Age;
Sample
Size
19
Doc o al P og amme in In o ma ion Managemen
S udies
Ti le
Theo. basis
Key Fac o s
Loc.
No.
Key ou comes
Obs acles
(Johnso
n, e al.,
2018)
Limi a ions o he
apid adop ion o M-
paymen se ices:
Unde s anding he
impac o p i acy isk
on M-Paymen
se ices
DOI
Pe cei ed ease o
use; Rela i e
ad an age;
Visibili y;
Pe cei ed
secu i y; P i acy
isk; Ubiqui y;
T ialabili y.
USA
270
Ease o use, ela i e ad an age,
isibili y, and pe cei ed secu i y
had posi i e e ec s on adop ion
in en ion. Ubiqui y and ialabili y
posi i ely in luenced secu i y, while
conce n o e p i acy isks
nega i ely in luences pe cep ions o
secu i y.
Sample
size
(Kai a
wa n,
2015)
Fac o in luencing he
accep ance and use o
M-paymen in
Thailand: a case s udy
o AIS mPAY abbi
UTAUT
Pe sonal ac o s;
Pe o mance
expec ancy; E o
expec ancy; Social
in luence;
Facili a ing
condi ion;
A i ude;
Swi ching cos ;
Con enience;
P i acy.
Thailan
d
222
Con enience and a i ude a e he
mos signi ican de e minan s o
adop ion in en ion. P i acy o
pe sonal in o ma ion and he
swi ching cos we e also nega i e
e ec s o usage in en ion.
Region
(Kapoo
,
Dwi ed
i and
Willia
ms,
2013)
Role o inno a ion
a ibu es in explaining
he adop ion in en ion
o he in e bank
mobile paymen
se ice in an Indian
con ex
TAM
Rela i e
Ad an age;
Compa ibili y;
Complexi y;
T ialabili y;
Obse abili y;
Cos .
India
323
This pape added Cos indica o o
TAM and ound ha ela i e
ad an age, compa ibili y,
complexi y and ialabili y had
signi ican posi i e e ec s on use s’
adop ion in en ion. Howe e ,
obse abili y had a poo impac on
beha iou al in en ion.
Cul u e;
egion
(Khalil
zadeh,
Oz u k
and
Bilgiha
n,
2017)
Secu i y- ela ed ac o s
in ex ended UTAUT
model o NFC based
mobile paymen in he
es au an indus y
UTAUT
Facili a ing
condi ion; Sel -
e icacy; A i ude;
secu i y; T us ;
U ili a ian;
Pe o mance
expec ancy; E o
expec ancy; Social
in luence;
Hedonic; Risk.
USA
412
Secu i y and us posi i ely
impac ed cus ome s' adop ion
in en ion, while pe cei ed isk had a
nega i e e ec . E o expec ancy,
hedonic and u ili a ian pe o mance
expec ancy and a i ude had di ec
and indi ec impac s on adop ion
in en ion, espec i ely.
Sample
size,
indus y;
cul u e; use
expe ience
(Kim,
Mi usm
ono
and
Lee,
2010)
An empi ical
examina ion o ac o s
in luencing he
in en ion o use mobile
paymen
TAM
Inno a i eness;
M-paymen
Knowledge; MPS
cha ac e is ics
Mobili y;
Reachabili y;
Compa ibili y;
Con enience;
Pe cei ed
Use ulness;
Pe cei ed Ease o
Use.
Sou h
Ko ea
269
Pe cei ed ease o use and pe cei ed
use ulness we e he mos signi ican
indica o s o usage in en ion.
Pe cei ed ease o use had
insigni ican e ec s on Indi idual
di e ences, con enience, and
eachabili y. Compa ibili y has
insigni ican e ec s on pe cei ed
use ulness and pe cei ed ease o
use. Fu he mo e, M-paymen
knowledge had a g ea e e ec on
pe cei ed ease o use han pe sonal
inno a i eness.
Ac ual
usage
(Koeni
g-
Lewis
e al.,
2015)
Enjoymen and social
in luence: p edic ing
mobile paymen
adop ion
TAM;
UTAUT
Pe cei ed
use ulness;
Pe cei ed ease o
use; Pe cei ed
isk; Pe cei ed
enjoymen ; Social
in luence.
F ance
316
This s udy combined TAM and
UTAUT and ound ha pe cei ed
ease o use had no signi ican
e ec s on pe cei ed use ulness and
in en ion o use. Meanwhile,
pe cei ed enjoymen had signi ican
e ec s on pe cei ed ease o use and
use ulness. Social in luence educes
pe cei ed isk.
Age;
gende ; use
expe ience;
cul u e;
egion
(Konga
chapa
a a,
2018)
Fac o s A ec ing
Adop ion e sus
Beha iou al In en ion
o Use QR Code
Paymen Applica ion
TAM
Pe cei ed
Use ulness;
Pe cei ed Ease o
Use; Pe cei ed
C edibili y;
Beha iou al
In en ion;
Pe cei ed Sel -
E icacy
Thailan
d
275
This s udy added he sel -e icacy
indica o o TAM o illus a e ha
pe cei ed use ulness, ease o use,
and c edibili y signi ican ly
posi i ely a ec ed beha iou al
in en ion. Ease o use was a ec ed
by pe cei ed sel -e icacy when
adop ing QR paymen .
Sample
size;
cul u e
20
Doc o al P og amme in In o ma ion Managemen
S udies
Ti le
Theo. basis
Key Fac o s
Loc.
No.
Key ou comes
Obs acles
(Lee
and
Wong,
2016)
De e minan s o
Mobile Comme ce
Cus ome Loyal y in
Malaysia
E-S-QUAL
model
E iciency;
Sys em
a ailabili y;
Ful ilmen ;
P i acy;
Sa is ac ion;
T us ;
Commi men .
Malays
ia
214
E iciency had he s onges
in luence on sa is ac ion, which in
u n a ec ed cus ome loyal y.
Commi men had a s onge
in luence on cus ome loyal y han
sa is ac ion and us .
Region;
Cul u e;
Enjoymen
(Liéban
a-
Cabanil
las and
La a-
Rubio,
2017)
P edic i e and
explana o y modelling
ega ding he adop ion
o mobile paymen
sys ems
TAM
Pe cei ed
use ulness;
Pe cei ed Ease o
Use; Pe cei ed
secu i y;
Compa abili y;
Subjec i e no ms;
Indi idual
mobili y.
Spain
191
Pe cei ed use ulness and pe cei ed
secu i y had he mos signi ican
impac s on adop ing a mobile
paymen sys em. Pe cei ed secu i y,
compa abili y, subjec i e no ms,
and indi idual mobili y posi i ely
impac ed pe cei ed use ulness and
ease o use.
Region,
(Liéban
a-
Cabanil
las e
al.,
2018a)
P edic ing he
de e minan s o mobile
paymen accep ance: A
hyb id SEM-neu al
ne wo k app oach
TAM
Pe cei ed
use ulness;
Pe cei ed ease o
use; T us ;
Mobili y;
Cus omisa ion;
Cus ome
in ol emen .
Se bia
224
This pape explo ed de e minan s o
use s adop ing mobile paymen
h ough TAM and neu al ne wo k
analysis and ound ha pe cei ed
use ulness and secu i y had he mos
signi ican e ec s on accep ance
in en ion.
Region;
se e ; age;
gende ; use
expe ience
(Liéban
a-
Cabanil
las e
al.,
2018b)
To use o no o use,
ha is he ques ion:
Analysis o he
de e mining ac o s o
using NFC mobile
paymen sys ems in
public anspo a ion
TAM
Con enience;
E o expec ancy;
Pe cei ed us ;
Se ice quali y;
Social alue;
Sa is ac ion;
Pe cei ed isk.
Malaga
180
Sa is ac ion, se ice quali y, e o
expec ancy, and pe cei ed isk we e
de e mining ac o s o he
con inuance in en ion o using NFC
mobile paymen sys ems in public
anspo a ion.
Region;
cul u e;
se e ; age;
gende ; use
expe ience
(Liéban
a-
Cabanil
las e
al.
2017)
In en ion o use new
mobile paymen
sys ems: A
compa a i e analysis
o SMS and NFC
paymen s
TAM
Subjec i e no ms,
Pe cei ed ease o
use, Pe cei ed
use ulness,
A i ude,
Pe cei ed secu i y.
Spain
287
This pape p oposed Mobile
Paymen Accep ance Model in New
Elec onic En i onmen s and
iden i ied he a i ude, connec ed
use ulness and ease o use, had he
mos signi ican e ec on adop ion
in en ion. Pe cei ed secu i y had a
signi ican impac on he in en ion
o adop ion.
se e , age,
gende , use
expe ience
(Liéban
a-
Cabanil
las,
Sánche
z-
Fe nán
dez and
Muñoz-
Lei a,
2014a)
An eceden s o he
adop ion o he new
mobile paymen
sys ems: The
mode a ing e ec o
age
TAM,
TRA,
UTAUT
Ex e nal
in luences; Social
in luence;
Subjec i e No ms;
T us ; Risk; Ease
o use; A i ude;
Use ulness.
Spain
201
2
This pape in ol ed he a i ude
a iable in o he TAM adop ion
model o in es iga e he di e en
ages adop ing mobile paymen . The
esul s show ha younge people
easily adop new echniques han
olde age use s. Use ulness and
ex e nal in luence, based on social
image and subjec i e no ms,
signi ican ly impac adop ion
in en ion. Howe e , isk has a
nega i e impac .
Sample
size, se e
(Liéban
a-
Cabanil
las,
Sánche
z-
Fe nán
dez and
Muñoz-
Lei a,
2014b)
The mode a ing e ec
o expe ience in he
adop ion o mobile
paymen ools in
Vi ual Social
Ne wo ks: The m-
Paymen Accep ance
Model in Vi ual
Social Ne wo ks
(MPAM-VSN)
TRA;
TAM;
UTAUT
Ex e nal
in luences; Ease o
use; Use ulness;
A i ude; T us ;
Risk.
Spain
201
2
This s udy p oposed a beha iou al
model (named MPAM-VSN) and
ound ha p e ious expe ience
educed associa ed isk, imp o ing
he pe cep ion o use ulness and
encou aging use, which posi i ely
a ec ed in en ion o usage.
Sample
size, age,
gende , use
expe ience
(Lu e
al.,
2017)
How do pos -usage
ac o s and espoused
cul u al alues impac
mobile paymen
con inua ion?
TAM;
UTAUT;
ECM
Social in luence;
P i acy; Mobili y;
P i acy
p o ec ion;
Use ulness;
Sa is ac ion.
China
724
P i acy p o ec ion and social
in luence belie s had signi ican
impac s on con inuous usage
in en ions. Sa is ac ion, indica ed by
mobili y, had a posi i e impac on
in en ion. Unce ain y a oidance
a ec ed pe cei ed social in luence
cul u e
21
Doc o al P og amme in In o ma ion Managemen
S udies
Ti le
Theo. basis
Key Fac o s
Loc.
No.
Key ou comes
Obs acles
and mobili y. Powe dis ance se ed
as an an eceden o pe cei ed
p i acy p o ec ion.
(Mo os
an and
DeF an
co,
2016)
I 's abou ime:
Re isi ing UTAUT2 o
examine consume s’
in en ions o use
NFC mobile paymen s
in ho els
UTAUT2
Pe o mance
expec ancy; E o
expec ancy; Social
in luence;
Facili a ing
condi ion;
Hedonic
mo i a ion; Habi ;
P i acy; Pe cei ed
secu i y.
USA
794
Pe o mance expec ancy, hedonic
mo i a ions, habi , and social
in luences impac ed in en ions o
use NFC mobile paymen in an
Ame ican ho el.
Region,
se e
(Mun,
Khalid
and
Nada aj
ah,
2017)
Millennials' Pe cep ion
o Mobile Paymen
Se ices in Malaysia
TAM
Pe cei ed
Use ulness;
Pe cei ed Ease o
Use; Social
In luence;
Pe cei ed
C edibili y.
Malays
ia
300
Use ulness had he mos signi ican
posi i e impac on consume
in en ions o use mobile paymen
se ices in Malaysia, ollowed by
ease o use, social in luence and
c edibili y.
Compe i i
e
(Muñoz
-Lei a
e al.,
2017)
De e minan s o
in en ion o use he
mobile banking apps:
An ex ension o he
classic TAM model
TAM
Pe cei ed
Use ulness;
Pe cei ed Ease o
Use; Pe cei ed
Risk; Pe cei ed
T us ; Social
In luence;
A i ude.
Spain
103
A i ude signi ican ly de e mined
he in en ion o adop ing mobile
banking. Use ulness and isk had
posi i e and nega i e e ec s on
mobile banking app adop ion,
espec i ely.
Ac ual use,
sample
size,
loyal y
(Oli ei
a e al.,
2014)
Ex ending he
unde s anding o
mobile banking
adop ion: When
UTAUT mee s TTF
and ITM
UTAUT;
TTF; ITM
Pe o mance
expec ancy; E o
expec ancy; Social
in luence;
Facili a ing
condi ions;
Technology
cha ac e is ics;
Task
cha ac e is ics;
Task echnology
i ; Fi m
epu a ion;
Pe sonal
p opensi y o y;
S uc u al
assu ances.
Po uga
l
194
Facili a ing condi ions and
beha iou al in en ions di ec ly
a ec ed mobile banking adop ion in
Po ugal. Ini ial us , pe o mance
expec ancy, echnology
cha ac e is ics, and ask echnology
i had o al e ec s on beha iou al
in en ion.
Se e , use
expe ience
(Oli ei
a e al.,
2016)
Mobile paymen :
Unde s anding he
de e minan s o
cus ome adop ion and
in en ion o
ecommend he
echnology
UTAUT;
DOI
Pe o mance
expec ancy; E o
expec ancy; Social
in luence;
Facili a ing
condi ions;
Hedonic
mo i a ion; P ice
alue;
Inno a i eness;
Compa ibili y;
Pe cei ed
echnology
secu i y.
Po uga
l
301
This s udy combined UTAUT2,
DOI and PTS. I illus a ed ha
compa ibili y, pe cei ed echnology
secu i y, pe o mance expec a ions,
inno a i eness, and social in luence
ha e signi ican di ec and indi ec
e ec s on he adop ion and
ecommenda ion o mobile
paymen .
T us , isk,
age,
cul u e,
(Pal,
Vanijja
and
Papas a
o n,
2015)
An Empi ical Analysis
owa ds he Adop ion
o NFC Mobile
Paymen Sys em by
he End Use
TAM
Pe sonal
Inno a i eness;
NFC Paymen
Knowledge; Use
Mobili y;
Reachabili y;
Compa ibili y;
Use
Con enience;
Pe cei ed ease o
Use; Pe cei ed
Use ulness
Thailan
d
270
pe cei ed ease o use was he mos
signi ican indica o e ec on
in en ion o adop ion. Expe ience
posi i ely a ec ed ease o use;
howe e , use mobili y had a
nega i e impac on ease o use.
T us ,
secu i y,
inancial,
policy,
gende
22
Doc o al P og amme in In o ma ion Managemen
S udies
Ti le
Theo. basis
Key Fac o s
Loc.
No.
Key ou comes
Obs acles
(Pa k e
al.,
2018)
Examining he ole o
anxie y and social
in luence in mul i-
bene i s o mobile
paymen se ice
ATM;
MAT
Technology
anxie y; Social
in luence;
Con enience
bene i ; Economic
bene i ;
In o ma ion
secu i y bene i ;
Enjoymen
bene i ;
Expe ien ial
bene i ; Social
bene i ; A i udes.
USA
361
This s udy in eg a ed TAM and
MAT and ound ha con enience,
enjoymen , economic bene i s, and
a i udes posi i ely impac ed
adop ion in en ion. In con as ,
expe ien ial bene i was a nega i e
de e minan .
Cul u e,
egion,
sample
size, age,
gende ,
us , use
expe ience
(Pham
and Ho,
2015)
The e ec s o p oduc -
ela ed, pe sonal-
ela ed ac o s and
a ac i eness o
al e na i es on
consume adop ion o
NFC-based mobile
paymen s
TAM; DOI
Pe cei ed ease o
use;
Compa ibili y;
Pe cei ed isk;
T ialabili y;
pe cei ed cos ;
Addi ional alues
o NFC mobile
paymen s;
A ac i eness o
al e na i es;
Inno a i eness in
new echnologies;
Abso p i e
capaci y, T us .
China
402
This pape combined he TAM and
DOI amewo ks wi h pe sonal-
ela ed ac o s o in es iga e NFC
mobile paymen adop ion.
Use ulness was he mos signi ican
an eceden o adop ion In en ion.
Pe cei ed isk had a signi ican
nega i e impac on adop ion.
sample
size,
cul u e,
(Ramos
de
Luna e
al.,
2018)
Mobile paymen is no
all he same: The
adop ion o mobile
paymen sys ems
depending on he
echnology applied
TAM;
Pe cei ed ease o
use; Pe cei ed
use ulness;
Subjec no ms;
Pe cei ed
Secu i y. A i ude,
In en ion o use.
Spain
168
As he essen ial ac o , a i ude and
use ulness posi i ely impac ed
use s’ in en ion o adop mobile
paymen . Meanwhile, ease o use
and pe cei ed secu i y had a g ea
impac on in en ion o use.
Sample
size, egion
age,
gende , use
expe ience
(Ramos
de
Luna e
al.,
2016)
De e minan s o he
in en ion o use NFC
echnology as a
paymen sys em: an
accep ance model
app oach
TAM
Pe cei ed
compa ibili y;
Pe cei ed
use ulness;
Subjec i e no ms;
Pe cei ed ease o
use; Pe sonal
inno a ion in IT;
Indi idual
mobili y;
Pe cei ed
secu i y; A i ude.
Spain
191
A i ude, subjec i e no ms and
inno a ion we e essen ial
de e minan s o he adop ion
in en ion o NFC mobile paymen .
Use
expe ience,
se e ,
secu i y,
cul u e,
Region
(Riskin
an o e
al.,
2017)
The Mode a ion E ec
o Age on Adop ing E-
Paymen Technology
TAM
Pe cei ed Ease o
Use; Pe cei ed
Use ulness;
A i ude.
Indones
ia
532
This s udy ound ha adop ion
in en ion was mode a ed by age.
Pe cei ed ease o use and pe cei ed
Use ulness we e he mos
signi ican an eceden s o mobile
paymen adop ion.
Sample
size, age
(Shank
a and
Da a,
2018)
Fac o s A ec ing
Mobile Paymen
Adop ion In en ion: An
Indian Pe spec i e
TAM
Pe cei ed ease o
use; Pe cei ed
use ulness;
Pe sonal
inno a i eness;
Sel -e icacy;
Subjec i e no m;
T us .
India
381
Pe cei ed ease o use, pe cei ed
use ulness, us and sel -e icacy
had a signi ican impac on adop ion
in en ion. Pe sonal inno a i eness
and sel -e icacy had signi ican
impac s on pe cei ed ease o use.
Pe sonal inno a i eness and
subjec i e no m had a signi ican
impac on pe cei ed use ulness.
Age,
sample
size,
cul u e
(Shao
e al.,
2018)
An eceden s o us
and con inuance
in en ion in mobile
paymen pla o ms:
The mode a ing e ec
o gende
DOI
Mobili y;
Cus omisa ion;
Secu i y;
Repu a ion; T us ;
Pe cei ed; Risk;
Gende .
China
740
Secu i y was he mos signi ican
an eceden o cus ome s’ us ,
ollowed by pla o m epu a ion,
mobili y and cus omisa ion.
Cus ome s’ us , in u n, is
nega i ely associa ed wi h pe cei ed
isk and posi i ely associa ed wi h
con inuance in en ion.
Age,
egion, use
expe ience,
us

23
Doc o al P og amme in In o ma ion Managemen
S udies
Ti le
Theo. basis
Key Fac o s
Loc.
No.
Key ou comes
Obs acles
(Sha m
a and
Sha ma
, 2019)
Examining he ole o
us and quali y
dimensions in he
ac ual usage o mobile
banking se ices: An
empi ical in es iga ion
IS success
model
Se ice quali y;
In o ma ion
quali y; Sys em
quali y; T us ;
In en ion o use;
Sa is ac ion.
Omani
227
Sa is ac ion media ed he
ela ionship be ween se ice quali y,
in o ma ion quali y and us wi h
in en ion, which had he mos
signi ican e ec on ac ual usage.
Sample
size,
cul u e,
ac ual
adop ion
(Shin,
2009)
Towa ds an
unde s anding o he
consume accep ance
o mobile walle
UTAUT
Pe cei ed
use ulness;
Pe cei ed ease o
use; A i ude;
Social in luence;
Pe cei ed
secu i y; T us ;
Sel -e icacy.
USA
296
Pe cei ed use ulness and ease o use
we e key elemen s o a i ude on
adop ing mobile walle s. A i udes
and in en ions a e in luenced by
pe cei ed secu i y and us .
Sample
size,
secu i y,
social
(Siyal
e al.,
2019)
P edic ing Mobile
Banking Accep ance
and Loyal y in Chinese
Bank Cus ome s
TAM
Resis ance o
change; Pe cei ed
isk; Awa eness o
se ice; Pe cei ed
bene i ; Pe cei ed
Use ulness;
Pe cei ed ease o
use; A i ude.
Chines
e
200
This pape explained mobile
banking adop ion connec ed wi h
he loyal y ac o . Resis ance o
change, pe cei ed isk and low
awa eness o se ices, and
pe cei ed bene i s had signi ican
impac s on loyal y, in u n
in luencing adop ion in en ion.
Age,
egion,
sample
size, use
expe ience
(Slade
e al.,
2015)
Explo ing consume
adop ion o p oximi y
mobile paymen s
UTAUT
Pe o mance
expec ancy; E o
expec ancy; Social
in luence;
Facili a ing
condi ions; Habi ;
P ice alue;
Hedonic
mo i a ion;
Pe cei ed isk;
T us in p o ide .
UK
244
This esea ch implemen ed
UTAUT2 wi h us and isk
cons uc s and ound ha
pe o mance expec ancy emained
he s onges p edic o , ollowed by
habi , hedonic mo i a ion, and
social in luence.
Pe sonal
inno a i en
ess
(S ipala
wa ,
Thong
mak
and
Ng am
ya n,
2011)
M-banking in
me opoli an Bangkok
and a compa ison wi h
o he coun ies
TAM; TPB
De ice ba ie ;
Pe cei ed isk;
Lack o
in o ma ion;
Pe cei ed
inancial Cos ;
Subjec i e no m;
Pe cei ed
use ulness;
Pe cei ed ease o
use; Sel -e icacy.
Thailan
d
195
Pe cei ed use ulness and lack o
in o ma ion we e wo main ac o s
o M-banking adop ion. This pape
ecommended a ac i eness o
al e na i es, con enience, con ex ,
compa ibili y, exp essi eness,
mobili y, p i acy, speed o
ansac ion, sys em quali y,
echnology anxie y, and ialabili y
should be explo ed in u u e
esea ch.
Region,
u al
(Theod
o a e
al.,
2010)
P edic ing he
Adop ion o Mobile
T ansac ions: An
Explo a o y
In es iga ion in G eece
TAM, TRA
M- ansac ions
execu ion;
Pe cei ed
use ulness;
Pe cei ed ease o
use, Familia i y
wi h echnology.
G eece
392
Pe cei ed use ulness and amilia i y
a e he mos signi ican a iables o
adop ion in en ion. Familia i y had a
signi ican impac on pe cei ed
use ulness.
T us ,
inancial
(Ting e
al.,
2016)
In en ion o Use
Mobile Paymen
Sys em: A Case o
De eloping Ma ke by
E hnici y
TPB
Pe cei ed
use ulness;
Pe cei ed ease o
use; T us ;
Pe cei ed sa e y;
In e pe sonal
in luence;
Ex e nal
in luence; Sel -
e icacy;
Facili a ing
condi ion;
A i ude;
Subjec i e no m;
Pe cei ed
beha iou al
con ol.
Malays
ia
311
A i ude, subjec i e no m, and
pe cei ed beha iou al con ol
posi i ely a ec ed mobile paymen
adop ion by implemen ing he TPB
amewo k in he Malaysian ma ke .
Meanwhile, belie also had a
posi i e e ec on he in en ion o
use mobile paymen sys ems
Region,
sample size
24
Doc o al P og amme in In o ma ion Managemen
S udies
Ti le
Theo. basis
Key Fac o s
Loc.
No.
Key ou comes
Obs acles
(Wu,
Liu and
Huang,
2016)
Explo ing Use
Accep ance o
Inno a i e Mobile
Paymen Se ice in
Eme ging Ma ke : The
Mode a ing e ec o
di usion s ages o
WeCha Paymen in
China
Consume
Response
Sys em
Model
Posi i e emo ion;
Pe cei ed isk;
Pe cei ed
use ulness;
Di usion s ages.
China
484
Posi i e emo ion has a s ong
nega i e impac on pe cei ed isk
and a posi i e impac on pe cei ed
use ulness. posi i e emo ion and
pe cei ed isk ha e signi ican
posi i e and nega i e impac s on
accep ance in en ion a he ma ke
in oduc ion s age a he han
ma ke g ow h.
Region,
use
emo ion
(Yan e
al.,
2009)
Fac o s ha a ec
mobile elephone use s
o use mobile paymen
solu ions.
TAM; TPB
Pe cei ed
use ulness;
Pe cei ed ease o
use; T us ; Pee
in luence;
Pe cei ed p ice
le el.
Malays
ia
120
T us and pee in luence we e he
mos signi ican an eceden s o
mobile paymen adop ion.
se e
(Zhou,
2013)
An empi ical
examina ion o
con inuance in en ion
o mobile paymen
se ices
IS success
model;
Flow heo y
Sys em quali y;
In o ma ion
quali y; Se ice
quali y; T us ;
Flow; Sa is ac ion.
China
195
Se ice quali y had signi ican
e ec s on us , low and
sa is ac ion o mobile paymen
con inuance adop ion. T us a ec ed
low, in u n, a ec ed Sa is ac ion.
egion
(Zhou,
Lu and
Wang,
2010)
In eg a ing TTF and
UTAUT o explain
mobile banking use
adop ion
TTF;
UTAUT
Task
cha ac e is ics;
Technology
cha ac e is ics;
Task echnology
i ; Pe o mance
expec ancy; E o
expec ancy; Social
in luence;
Facili a ing
condi ions.
China
250
Pe o mance expec ancy, ask
echnology i , social in luence, and
acili a ing condi ions signi ican ly
a ec ed use s’ adop ion in en ion o
M-banking.
egion
TAM- echnology accep ance model; UTAUT-Uni ied Theo y o Accep ance and Use o Technology; TPB-Theo y o planned beha iou ; MAT-
Men al Accoun ing Theo y; DOI-Di usion o inno a ion, TTF-Task echnology i model; SOR- S imulus-O ganism-Response amewo k; ELM-
Elabo a ion likelihood model; ECM-expec ancy con i ma ion model; E-S-QUAL model-E iciency, sys em a ailabili y, ul ilmen , and p i acy
dimensions on se ice quali y. CRM-cus ome ela ionship managemen ; TRA-Theo y o Reasoned Ac ion
2.3. Repo ing and esul s
This s age o he cu en s udy consis s o summa ising and epo ing he
esul s (B e e on e al., 2007; Ki chenham and Cha e s, 2007). The i s
pa p esen s a desc ip i e analysis o he 61 selec ed pape s. The
dis ibu ions o basic in o ma ion o p e ious wo ks o li e a u e we e
analysed and isualised by MS Excel and VOS iewe so wa e.
Speci ically, publica ion yea s, a ge egions and key e ms o selec ed
s udies we e summa ised and analysed o be e unde s anding he
ele an esea ch end.
2.3.1. Dis ibu ion o publica ion yea s
The publica ion yea s’ dis ibu ion o selec s udies is summa ised in
Table 2.2. The esul shows ha he p e ious s udies ela ed o mobile
25
Doc o al P og amme in In o ma ion Managemen
paymen adop ion om a use ’s pe spec i e ha e a con inuingly g owing
end. F om he publica ion yea s’ dis ibu ion, i can be concluded ha
mobile paymen adop ion on an indi idual le el has become a popula
opic and has gained inc easing a en ion om a ious esea che s.
Table 2.2. Publica ion yea s o selec ed s udies
Yea s
2009
2010
2011
2012
2013
2014
2015
2016
2017
2018
2019
2020
No. o S udies
3
3
1
1
2
4
7
11
10
11
5
3
2.3.2. Dis ibu ion o a ge egions
The 27 coun ies in ol ed in he selec ed 61 pape s a e summa ised and
o mula ed o a g aphic hea map p esen ed in igu e 2.5. The colou o
each coun y, om g een o ed, ep esen s he numbe o a icles om
low o high— he op 10 a ge coun ies wi h he numbe o wo ks o
li e a u e a e p esen ed in Table 2.3. Speci ically, p e ious esea ch has
paid mo e a en ion o Asian and Eu opean a eas. Fi e o 10 coun ies
a e loca ed in Asia, and 3 o hem a e loca ed in Eu ope. A he op o he
lis was China, wi h 10 pape s, which is no su p ising conside ing China
ep esen s he la ges amoun o paymen ansac ions. Spain was he
second a ge egion, explaining he inc easing a en ion on mobile
paymen s in he Eu opean a ea. The ollowing lis o a ge coun ies,
Thailand, he USA and Malaysia, p o ides an app op ia e con ex o he
cu en s udy.
Figu e 2.4. Ta ge egions dis ibu ion
26
Doc o al P og amme in In o ma ion Managemen
Table 2.3. Top 10 a ge coun ies wi h numbe o ele an s udies
Regions
No. o s udies
China
10
Spain
8
USA
7
Thailand
5
Malaysia
4
India
3
F ance
2
Po ugal
2
Sou h Ko ea
2
B azil
1
2.3.3. Dis ibu ion o key e ms
The i les and abs ac s o he selec ed 61 wo ks we e ex ac ed and
sa ed as a . is (Resea ch In o ma ion Sys em) ile and analysed by
VOS iewe . The ne wo k isualisa ion o key e ms associa ed wi h
s eng h has been segmen ed in o 2 clus e s in igu e 2.6, whe ein he
ed clus e on he le in ol es he e ms o adop ion ac o s. The e ms
‘Adop ion’, ‘Fac o ’, ‘Mobile paymen ’ and ‘In en ion’ a e he mos
ecu ing e ms linked wi h key ac o s o use ’s paymen adop ion e ms,
such as ‘Use ulness’, ‘Ease o Use’, ‘T us ’ and ‘Risk’ as p e alen
adop ion ac o s. Fu he mo e, he g een clus e on he igh consis s o
he echnique aspec ela ed o he esea ch a ge s. Fo example, he
e ms ‘Technology’ and ‘Model’ as wo main e ms wi h he highes
occu ence a e connec ed o adop ion echnique e ms, such as
‘Technology Accep ance Model’ and ‘Uni ied heo y’(UTAUT) o analyse
he a ge e ms, like ‘Cus ome ’ ‘Accep ance’ and ‘Mobile banking’.
The o e lay isualisa ion o key e ms is p esen ed in igu e 2.7. In his
o e lay isualisa ion, he colou o a node ep esen s he in luence
s eng h o he node. The nodes wi h he highes alues, such as ‘SEM’
and ‘Consume ’ as he key analysis ool and key esea ch a ge , had he
highes o e lay alues wi h a high impac on o he nodes.
The densi y isualisa ion o key e ms is p esen ed in igu e 2.8. The
colou s o nodes in he densi y isualisa ion indica e how nodes we e
33
Doc o al P og amme in In o ma ion Managemen
using mobile paymen s in China. The e o e, us in eg a es ex e nal
in luence wi h pe sonal eelings and has been measu ed by h ee i ems,
lexibili y, mobili y and e iciency, a ec ing use s' beha iou al in en ion o
adop mobile paymen s.
2.4.1.5. Pe cei ed Risk
Pe cei ed isk was iden i ied by Cocosila and T abelsi (2016) as an
ob ious obs acle o adop ing new echnology. Pe cei ed isk’s nega i e
in luence on he beha iou al in en ion added a solid powe o p edic
use s’ beha iou s on adop ing mobile paymen s (Daş an and Gü le ,
2016; Ke ile , Demoulin and Zidda, 2016; Chen and Li, 2017;
Khalilzadeh, Oz u k and Bilgihan, 2017). Slade e al. (2015) ound ha
pe cei ed isk had a s ong nega i e e ec on he beha iou al in en ion o
mobile paymen use s. Mo eo e , he measu emen o pe cei ed isk was
g ouped in o ou independen a iables, ime isk, social isk,
psychological isk and p i acy isk. Psychological and p i acy isks had
he mos nega i e impac s on use s’ adop ion in en ion (Cocosila and
T abelsi, 2016). Mo eo e , pe cei ed isk always in e ac s wi h us ,
o ming a salien ounda ion o e alua ing use s’ men al pe cep ions o
mobile paymen s. In es iga o s such as Daş an and Gü le (2016) ound
pe cei ed isk had signi ican ly nega i e e ec s on us and he adop ion
in en ion o mobile paymen s. Likewise, Pham and Ho (2015) de e mined
ha pe cei ed isk was a s ong p edic o o use s’ beha iou al in en ion,
which was nega i ely associa ed wi h pe o mance expec ancy. As a
signi ican nega i e an eceden o beha iou al in en ion, pe cei ed isk
should be measu ed by in e ac ing wi h o he ac o s, us , low, secu i y,
e c. (Cocosila and T abelsi, 2016; Muñoz-Lei a, Climen -Climen and
Liébana-Cabanillas, 2017; Shao e al., 2018).
2.4.1.6. Secu i y
Pe cei ed secu i y is de ined as he deg ee o which a cus ome belie es
ha using a pa icula echnology will be secu e (Shin, 2009). Secu i y is
a c i ical ac o ha leads use s o adop mobile paymen s (Zhu, Lan and
Chang, 2017; Di Pie o e al., 2015; Hossain and Zhou, 2018). Liébana-
Cabanillas and La a-Rubio (2017) ound ha pe cei ed secu i y had a
signi ican posi i e impac on mobile paymen adop ion in Spain.

34
Doc o al P og amme in In o ma ion Managemen
Meanwhile, secu i y had a signi ican ly nega i e in e ac ion wi h
pe cei ed isk (Jenkins and Opho , 2016). Johnson e al. (2018)
disco e ed ha ubiqui y and ialabili y posi i ely in luenced pe cei ed
secu i y, while p i acy isks nega i ely in luenced secu i y. The e o e,
secu i y no only di ec ly a ec s use s’ beha iou al adop ion bu also i s
in e ac ions wi h o he a iables, such as us , pe cei ed isk, a i ude,
social in luence, de e mining use s adop ing mobile paymen s conjoin ly
(Shao e al., 2018).
2.4.1.7. O he ac o s
Acco ding o he di e en mobile paymen adop ion scena ios, a ious
ac o s we e selec ed o modi ied o be applied in se e al di e en
heo e ical amewo ks o in es iga e he an eceden s o use s’
beha iou s (Bap is a and Oli ei a, 2015; Pham and Ho, 2015). The
ollowing ac o s ha e a ac ed inc easing ocus in p e ious s udies,
which p o ided insigh o u he esea ch.
Hedonic mo i a ion is de ined as ‘ he un o pleasu e de i ed om using a
echnology (Venka esh e al., 2012, p. 161). As a p ima y a iable in
UTAUT2, hedonic mo i a ion complimen ed consume s' expe ience, and
i was demons a ed as he second s onges p edic o o beha iou al
in en ion in UTAUT2(Venka esh e al., 2012). Mo eo e , hedonic
mo i a ion had signi ican in e ac ions wi h o he a iables. Slade e al.
(2015) associa ed hedonic mo i a ion wi h pe cei ed enjoymen in mobile
paymen s adop ion, which was o mula ed by consume s’ inno a i eness
and no el y-seeking. Hedonic mo i a ion was signi ican ly in luenced by
sel -e icacy, acili a ing condi ion and secu i y, a ec ing pe cei ed ease
o use and use ulness (Koenig-Lewis e al., 2015). Despi e
Boonsi i omachai and Pi chayadejanan ’s (2018) inding ha hedonic
mo i a ion is nega i ely associa ed wi h ansac ion sys em secu i y,
mobile paymen applica ions inc easingly in ol e en e ainmen unc ions,
which indica e he impo ance o conside ing hedonic mo i a ion as one
o he an eceden s when cus ome s adop mobile paymen echnologies
wi h en e ainmen ea u e.
Habi was de ined by Venka esh e al. (2012) as ‘ he endency o
au oma ically use a echnology as a esul o lea ned beha iou ’.
P e ious li e a u e has shown ha habi signi ican ly impac ed
35
Doc o al P og amme in In o ma ion Managemen
beha iou al in en ion, some imes e en highe han pe o mance
expec ancy (Chawla and Joshi, 2019). Habi ual esponses may cause
use s o bypass a cogni i e p ocess. Fo example, mobile paymen
sys ems ha e de eloped slowe in coun ies wi h well-es ablished c edi
sys ems, mainly in Eu opean coun ies and he Uni ed S a es. Howe e ,
hey ha e de eloped as e in na ions wi h less de eloped c edi sys ems,
such as hose in Asia and A ica (Okazaki, 2006; Ghezzi e al., 2010;
Kapoo , Dwi edi and Williams, 2013; Nicke son, 2013). Despi e
adi ional paymen me hods being a ailable o a long ime be o e mobile
paymen s, mobile paymen s ha e become a new popula end in he
cu en global business en i onmen . Indi iduals om di e en egions
wi h di e en cul u al backg ounds ha e de eloped asso ed ansac ion
habi s using adi ional paymen me hods, including mobile paymen s
(Slade e al., 2015; Chen and Li, 2017). The e o e, conside ing habi o
co espond wi h he cul u e and paymen de elopmen o u u e mobile
paymen s adop ion s udies is necessa y based on he ansac ional
en i onmen .
Cul u al cha ac e is ics ha e signi ican ly impac ed use s’ adop ion
p opensi y by a ec ing cons uc s o social in luence, a i ude, use ulness,
and beha iou al in en ion. (Khalilzadeh, Oz u k and Bilgihan, 2017).
Cul u al in luence is an an eceden o pe cei ed social in luence and
mobili y, and pe cei ed p i acy p o ec ion (Lu e al., 2017). Likewise,
cul u al alues we e conside ed mode a o s in o mula ing use s’
adop ion in en ion o mobile banking (Bap is a and Oli ei a, 2015).
Howe e , cul u al ac o s a e p ima ily men ioned in limi a ions o
ecommenda ions in p e ious s udies (Pham and Ho, 2015; Ramos-de-
Luna, Mon o o-Ríos and Liébana-Cabanillas, 2016; Pa k e al., 2018;
Shanka and Da a, 2018). Thus, cul u al in luence should be conside ed
a mode a o o an eceden o in e ac wi h o he a iables o in es iga e
mobile paymen s adop ion. Fo example, cul u e may o mula e indi idual
consump ion o paymen habi s when use s adop mobile paymen
echnology.
2.4.2. Theo e ical amewo ks applied in p e ious s udies
Va ious heo e ical amewo ks we e implemen ed in he selec ed s udies
o in es iga e new echnology adop ion, such as he Di usion o
Inno a ions Theo y (DOI) (Roge s, 2003), Theo y o Reasoned Ac ion
36
Doc o al P og amme in In o ma ion Managemen
(TRA) (Fishbein and Ajzen, 1975), Theo y o Planned Beha iou (TPB)
(Ajzen, 1991), Technology Accep ance Model (TAM) (Da is, 1989) and
Uni ied Theo y o Accep ance and Use o Technology (UTAUT)
(Venka esh e al., 2003). Kim, Mi usmono and Lee (2010) and Koenig-
Lewis e al. (2015) summa ised ha TAM and UTAUT we e p obably he
mos widely adop ed and alida ed models in a ious empi ical s udies
conce ning consume s’ adop ion o new echnologies, which is in
acco dance wi h he esul s displayed in able 2.1 showing ha TAM,
UTAUT and UTAUT2 we e he h ee mos applied heo e ical ounda ions
in he 61 p e iously selec ed s udies. Mo eo e , mos heo e ical models
ha e been modi ied wi h addi ional a iables o a ious si ua ions.
Fu he mo e, he comp ehensi e models combined wi h di e en
heo e ical amewo ks ha e become a new o ien a ion o new
echnology adop ion. The e o e, he wo main adop ion models TAM and
UTAUT and comp ehensi e models, a e c i ically discussed in he
ollowing h ee pa s.
2.4.2.1. Technology accep ance model (TAM)
TAM was he mos ex ensi ely applied in he in o ma ion sys ems ield o
analyse new echnology adop ion (Ab ahão, Mo iguchi and And ade,
2016). Speci ically, pe cei ed use ulness and ease o use we e wo main
ac o s in luencing use s' decisions o accep and ac ually use a
echnology (Da is, 1989). Mo eo e , in he s udies ela ed o mobile
paymen s, many a icles ex ended TAM wi h di e en cons uc s (Gu, Lee
and Suh, 2009; An hony and Mu alemwa, 2014; Riskinan o, Kelana and
Hilmawan, 2017; Fla ián, Guinaliu, and Lu, 2020; Hassan and Wood,
2020). Howe e , TAM has limi ed abili y o lexibili y in explaining he
adop ion o new ICT o gene al consume s (Jung, 2014). The e o e,
many esea che s ecommend ha TAM be ex ended o inco po a ed
wi h addi ional a iables o s eng hen he explana o y powe o TAM. Fo
example, Chawla and Joshi (2019) ex ended TAM wi h us ,
con enience and e iciency as addi ional ac o s o analyse use s
adop ing mobile banking in India. Daş an and Gü le (2016) ex ended
TAM wi h pe cei ed epu a ion, en i onmen al isk, us , pe cei ed
mobili y, and a i ude. They ound ha pe cei ed us , pe cei ed mobili y
and a i ude had posi i e e ec s on mobile paymen se ice adop ion in
Tu key. Gu, Lee and Suh (2009) p oposed us -associa ed wi h TAM o
37
Doc o al P og amme in In o ma ion Managemen
in es iga e use s’ adop ion in en ion o mobile banking in Sou h Ko ea
and disce ned ha us was a s ong indica o and he in e ac ion
be ween us and pe cei ed ease o use had a posi i e impac on
pe cei ed use ulness. The e o e, TAM has been widely applied and
modi ied wi h o he indica o s such as us and social in luence o
op imise model pe o mance as he mos classical adop ion model.
2.4.3.2 Uni ied Theo y o Accep ance and Use o Technology (UTAUT)
UTAUT, p oposed by Venka esh e al. (2003), as an ex ension o he
TAM model, has been de eloped o inco po a e ou de e minan s:
pe o mance expec ancy, e o expec ancy, social in luences, and
acili a ing condi ions. Whe ein he i s wo de e minan s a e simila o
pe cei ed use ulness and pe cei ed ease o use in TAM
(Konga chapa a a, 2018). Ab ahão, Mo iguchi and And ade (2016)
applied UTAUT and ound ha pe o mance expec a ion, e o
expec a ion and social in luence had signi ican posi i e impac s on
mobile paymen adop ion in sou he n B azil. Meanwhile, hey in ol ed
pe cei ed isk and pe cei ed cos as addi ional ac o s o imp o e he
UTAUT model pe o mance. Many esea che s ha e modi ied and
ex ended he UTAUT model wi h o he a iables o in es iga e mobile
paymen s adop ion. Kai awa n (2015) ex ended he UTAUT model wi h
a i ude, swi ching cos , con enience and p i acy and pe sonal ac o s o
in es iga e mobile paymen s adop ion in Thailand. Khalilzadeh, Oz u k
and Bilgihan (2017) ex ended UTAUT and ound he nega i e impac o
pe cei ed isk and posi i e in luences o secu i y and us , espec i ely,
on cus ome s' usage in en ion on mobile paymen s in es au an s.
Mo eo e , he mode a o s ha e been in ol ed in UTAUT o di e en
esea ch pu poses. Wu, Tao, and Yang (2008) included educa ion as a
mode a o o in es iga e use s adop ing 3G mobile elecommunica ion.
Shin (2009) applied social in luence and sel -e icacy cons uc s as
mode a o s in UTAUT o analyse mobile walle adop ion in he U S.
Khalilzadeh, Oz u k and Bilgihan (2017) in eg a ed UTAUT wi h he
secu i y mode a o and alida ed he model in di e en coun ies o
de e mine he model explained oughly 70% o he a iance in
beha iou al in en ion. In addi ion, UTAUT2, as an ad anced e sion o
UTAUT, in ol ed addi ional a iables and mode a o s in p edic ing
beha iou al in en ion and ac ual usage, whe ein age, gende , and
38
Doc o al P og amme in In o ma ion Managemen
p e ious expe ience we e o iginal mode a o s (Venka esh, Thong and
Xu, 2012). Bap is a and Oli ei a (2015) ex ended UTAUT2 wi h
Ho s ede’s cul u al mode a o s and con i med he model’s pe o mance
by in es iga ing cus ome s’ adop ion in en ion o mobile banking in
Mozambique. The e o e, UTAUT and UTAUT2, as ad anced adop ion
models, achie ed a be e pe o mance in explaining use s’ beha iou .
Mo eo e , he addi ional a iables, such as pe sonal ac o s, pe cei ed
isk, us and secu i y, also signi ican ly imp o ed he pe o mances o
UTAUT and UTAUT2. (Bap is a and Oli ei a, 2015; Koenig-Lewis e al.,
2015; Mo osan and DeF anco, 2016; Khalilzadeh, Oz u k and Bilgihan,
2017; Ma inko ić e al., 2020).
2.4.3.3 Comp ehensi e models
A comp ehensi e model is gene a ed by one adop ion model in eg a ed
wi h ano he adop ion model o heo y o analyse use s’ beha iou s on
mobile paymen s adop ion. Acco ding o he summa y o selec ed s udies
in able 2.1, comp ehensi e models ha e been applied widely (Mo osan
and DeF anco, 2016; Liébana-Cabanillas, Ramos de Luna and Mon o o-
Ríosa, 2017; Liébana-Cabanillas, Molinillo and Ruiz-Mon añez, 2018;
Hamidi and Sa a eeyeh, 2019). To be mo e speci ic, TAM and UTAUT,
as basic adop ion amewo ks, ha e been b oadly in eg a ed wi h o he
heo ical amewo ks, such as DOI (Pham and Ho, 2015; Di Pie o e al.,
2015; Oli ei a e al., 2016), TRA (Theodo a e al., 2010 Liébana-
Cabanillas, Sánchez-Fe nández and Muñoz-Lei a, 2014) TPB (Yan e
al., 2009 S ipalawa , Thongmak and Ng amya n, 2011), TTF (Zhou, Lu
and Wang, 2010; Oli ei a e al., 2014), e c. The comp ehensi e models
pe o med be e in e ms o explana o y powe han a single model in
mobile paymen s adop ion (Pal, Vanijja and Papas a o n, 2015). Yan e
al. (2009) in eg a ed he TAM and TPB models wi h ex a a iables, pee
in luence and pe cei ed p ice le el o explain mobile phone use s
adop ing mobile paymen s in Malaysia. Lu e al. (2017) in eg a ed TAM,
UTAUT and ECM and ound p i acy p o ec ion and social in luence
belie s had signi ican impac s on use s’ con inuous usage in en ions.
Oli ei a e al. (2016) gene a ed UTAUT2 models wi h DOI a iables,
inno a i eness, compa ibili y and pe cei ed echnology secu i y o
in es iga e he de e minan s o use s adop ing and ecommending mobile
paymen sys ems in Po ugal. S ipalawa , Thongmak and Ng amya n

39
Doc o al P og amme in In o ma ion Managemen
(2011) combined TAM and TPB and ound ha pe cei ed use ulness and
lack o in o ma ion we e wo main ac o s a ec ing mobile banking
adop ion in Thailand. Theodo a e al. (2010) ex ended TAM wi h TRA and
analysed he adop ion o mobile ansac ions in G eece. Zhou, Lu and
Wang (2010) in eg a ed TTF and UTAUT and a i med ha ask
cha ac e is ics and echnology cha ac e is ics de e mined pe o mance
expec ancy owa ds a ec ed indi idual pe o mance and ac ual u ilisa ion
o mobile banking in China. The e o e, as an e icien analysis model, a
comp ehensi e model combines di e en models, ac o s o mode a o s
o op imise he model’s pe o mance, which has been highly sugges ed
o u u e esea ch in pa icula si ua ions.
2.4.4. Obs acles in p e ious s udies
Based on he di e en esea ch pu poses, a ge egions, sample sizes
and heo e ical amewo ks in he selec ed li e a u e, he obs acles we e
collec ed om he limi a ion sec ion in p e ious s udies and summa ised
in h ee dimensions, including in e nal, ex e nal and implemen al aspec s.
The obs acles we e collec ed and summa ised by he quo a ion
managemen so wa e ATLAS. Ti 7. Each dimension was di ided and
iden i ied as speci ic obs acles, such as in e nal obs acles including
‘habi ’ (Chen and Li, 2017), ‘age’ (Al-jab i, 2012), ‘use expe ience’ (Siyal
e al., 2019), ‘loyal y’ (Muñoz-Lei a, Climen -Climen and Liébana-
Cabanillas, 2017), e c. Ex e nal obs acles consis ing o ‘policy’ (Pal,
Vanijja and Papas a o n, 2015) and ‘cul u e’ (Pa k e al., 2018).
Implemen al obs acles con empla ing ac o s such as ‘language’ and
‘sample size’ (An hony and Mu alemwa, 2014). Speci ically, a o al o 101
quo a ions we e quo ed as ‘obs acles’ om he 61 selec ed s udies’ ull-
ex e iew, which a e summa ised and so ed by occu ences in igu e
2.9, and he ela ionship ne wo k o obs acles is p esen ed in igu e 2.10.
The mos men ioned obs acles, such as egion limi a ion, sample size,
age limi a ion and cul u al limi a ion, a e highly ecommended by p e ious
esea che s o u u e s udies on echnology adop ion (Riskinan o, Kelana
and Hilmawan, 2017; Ramos de Luna e al., 2018; Shao e al., 2018).
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Doc o al P og amme in In o ma ion Managemen
Figu e 2.8. Summa y o obs acles wi h occu ences om selec ed pape s
Figu e 2.9. Rela ionship ne wo k be ween obs acles om selec ed s udies
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Doc o al P og amme in In o ma ion Managemen
2.4.4.1 Use in e nal obs acles
In e nal obs acles we e gene a ed by use s’ in e nal de e minan s and
empi ical applica ion limi a ions, consis ing o habi , loyal y, pe sonal
inno a i eness, us issues, emo ion, inancial conside a ion,
con inuance adop ion, age limi a ion, gende and use expe ience by
ATLAS. Ti 7. Speci ically, he esul p esen s ha ‘Age limi a ion’, ‘T us ’,
‘Use expe ience’ and ‘Habi ’ we e he mos men ioned limi a ions in
p e ious s udies. Speci ically, age limi a ion was sugges ed 19 imes in
he selec ed pape s (Al-jab i, 2012; Shao e al., 2018; Siyal e al., 2019).
P e ious esea che s sugges ed ha cus ome s’ age should be
conside ed mode a o s o be inco po a ed in o a heo e ical model o
explain he beha iou al di e ences in a ious scena ios (Shao e al.,
2018). Meanwhile, use expe ience was sugges ed as a mode a o o
apply in explo ing pos -adop ion o con inuing usage o mobile paymen
(Chen and Li, 2017; Zhu, Lan and Chang, 2017). Meanwhile,
consump ion expe ience may change use s’ paymen s habi owa ds
a ec ing hei adop ion in en ion (Al-jab i, 2012; Bap is a and Oli ei a,
2015).
2.4.4.2. Ex e nal obs acles
Ex e nal obs acles we e summa ised by ex e nal an eceden s o mobile
paymen adop ion and we e di ided in o compe i i e, cul u e limi a ion,
policy, secu i y, se e quali y by ATLAS. Ti 7. Whe ein, he cul u al
obs acle was mos men ioned wi h 18 quo a ions in p e ious s udies.
Kapoo , Dwi edi and Williams (2013) in es iga ed use s adop ing
in e bank mobile paymen s in India and sugges ed in eg a ing cul u al
and egion ac o s wi h he TAM adop ion model o be e model
pe o mance. Bap is a and Oli ei a (2015) sugges ed ha an adop ion
model should in ol e a b oade ange o samples in di e en coun ies,
en i onmen s wi h di e en cul u al backg ounds o u u e mobile
paymen adop ion esea ch.
2.4.4.3. Implemen al obs acles
Implemen al obs acles we e de ined as he empi ical ba ie s and
limi a ions du ing he esea ch implemen a ion p ocess, including
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Doc o al P og amme in In o ma ion Managemen
language, loca ion and sample size. Regional limi a ion was he main
obs acle men ioned in p e ious wo ks o li e a u e. Acco ding o he
a ie y o ansac ion me hod si ua ions in di e en egions, mobile
paymen s de eloped as e in na ions wi h imma u e c edi sys ems han
in coun ies wi h ma u e c edi ca d o check paymen sys ems (Ghezzi e
al., 2010; Kapoo , Dwi edi and Williams, 2013; Nicke son, 2013). Thus,
c oss- egions and c oss-cul u e compa isons we e mos highligh ed and
ecommended in p e ious esea ch on in es iga ing mobile paymen s
adop ion (Koenig-Lewis e al., 2015; Bap is a and Oli ei a, 2015; Di
Pie o e al., 2015; Junadi and S en ian o, 2015; Hamidi and Cha oshi,
2018; Shanka and Da a, 2018; Sha ma and Sha ma, 2019).
2.5. Conclusion
2.5.1. Implica ions
This pape ollowed he sys ema ic li e a u e e iew p ocess o e iew
p e ious s udies ela ed o mobile paymen s adop ion om a use s’
pe spec i e. This pape was o ganised in a i e-s ep sys ema ic li e a u e
e iew p ocess o answe he esea ch ques ions abou he dis ibu ion
and end o he ele an li e a u e, ac o s and adop ion models applied
in esea ch, and he obs acles men ioned in p e ious s udies. A o al o
61 s udies was selec ed, he da a was isualised and ex ac ed by
VOS iewe s, s a is ically analysed by Excel, and quali a i ely analysed by
ATLAS. Ti. The esul s o his pape indica e ha p e ious mobile
paymen adop ion s udies mainly ocused on Asian and Eu opean
coun ies wi h an inc easing end wo ldwide. The p e alen ac o s we e
analysed and summa ised om p e ious s udies, including pe cei ed
use ulness, pe cei ed ease o use, social in luence, us , pe cei ed isk,
secu i y, hedonic mo i a ion, cul u e and habi . Mo eo e , he in e ac ions
be ween ac o s equi e mo e a en ion in u u e esea ch. Fu he mo e,
his pape also ound ou ha comp ehensi e models had highe
pe o mance han using a single adop ion model. The in e nal, ex e nal
and implemen al obs acles we e summa ised om p e ious s udies o
indica e ha u u e esea ch should conside speci ic backg ounds and
scena ios o pa icula esea ch pu poses. The e iewing p ocess in his
pape con ibu ed a heo e ical amewo k o ele an esea che s o
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Doc o al P og amme in In o ma ion Managemen
3.2.3. Uni ied Theo y o Accep ance and Use o Technology
(UTAUT)
UTAUT was de eloped by Venka esh e al. (2003). I consis s o
pe o mance expec ancy, e o expec ancy, social in luence and
acili a ing condi ions as de e minan s o beha iou al in en ions o use a
new echnology sys em (Venka esh e al., 2003). UTAUT has been
applied in a ious echnology adop ion con ex s. I has been e ised wi h
addi ional a iables o explain use s’ beha iou al in en ions (Cao and Niu,
2019). Fo example, Khalilzadeh e al. (2017) in eg a ed secu i y- ela ed
ac o s wi h he UTAUT model and alida ed ha secu i y and us
s ongly a ec cus ome s’ adop ion in en ions o NFC M-paymen s in he
es au an indus y. Ma inko ić e al. (2020) modi ied he UTAUT model
wi h ex a a iables (pe cei ed us and sa is ac ion) o e alua e
cus ome s’ usage in en ions o M-comme ce. Mo eo e , UTAUT has also
been in eg a ed wi h o he models o e alua e use s’ beha iou al
in en ions (Oli ei a e al., 2014; Di Pie o e al., 2015). Di Pie o e al.
(2015) in eg a ed TAM, DOI and UTAUT o e i y M-paymen adop ion
in en ions. Oli ei a e al. (2014) in eg a ed UTAUT wi h he ini ial us
model and ask– echnology i model o in es iga e use s’ beha iou al
in en ions o adop ing mobile banking in Po ugal. Howe e , UTAUT
ocuses on echnological expec a ions a he han men al expec a ions,
which weakly explains use s’ expec a ions de e mining hei in en ion o
echnology (El-Haddadeh e al., 2019). Thus, i is necessa y o in eg a e
UTAUT wi h MAT o explain use s’ echnological and men al pe cep ions
complemen a ily on usage in en ion o M-paymen s du ing he COVID-19
pandemic. The de elopmen o hypo heses and esea ch models is
illus a ed in he ollowing sec ion.

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Doc o al P og amme in In o ma ion Managemen
3.3. De elopmen o Hypo heses and Resea ch Model
3.3.1. Re isi ing he MAT
3.3.1.1. Pe cei ed Bene i s (PBs)
Acco ding o MAT, when consume s pe o m a pa icula beha iou , hey
end o e alua e a possible bene icial ou come (Thale , 1985). Pe cei ed
bene i s ep esen use s’ pe cep ions o he unc ional bene i s o M-
paymen se ices, which de e mine hei decisions o adop ion (Pa k e
al., 2018). Pe cei ed bene i s suppo a be e unde s anding o use s’
men al pe cep ions o adop ion in en ions in a ious echnologies, such
as online shopping (Fo sy he e al., 2006) and mobile banking (Siyal e
al., 2019). Meanwhile, pe cei ed bene i s ha e been iden i ied as
mul idimensional bene i s, including u ili a ian, hedonic and social alues,
which a e de e mined by social in luence and echnology unce ain y
(Ke ile e al., 2016; Pa k e al., 2018). Howe e , ew s udies ocus on
he pe cei ed bene i s o echnology cha ac e is ics co esponding o a
pa icula condi ion. Speci ically, in a pandemic si ua ion, social
dis ancing is an e icien way o dec ease COVID-19 ansmission isk
among people (WHO, 2020b; Wilde -Smi h and F eedman, 2020).
Compa ed wi h adi ional paymen s, he con ac less cha ac e is ic o M-
paymen s suppo s use s in main aining social dis ancing o a oid di ec
and indi ec con ac s om cash o poin o sale e minals du ing a
ansac ion p ocess. This aspec allows use s o o mula e hei opinions
on he pe cei ed men al and physical bene i s o pe sonal sa e y and
p o ides con enience and u ili y when using M-paymen echnology as a
inancial ansac ion me hod in he COVID-2019 pandemic. Thus,
pe cei ed bene i s a e conside ed a men al ac o in luencing he use s’
adop ion in en ions o M-paymen s du ing he COVID-19 pandemic,
exp essed as he ollowing hypo hesis.
H1: Pe cei ed bene i s posi i ely a ec he beha iou al in en ion o adop
M-paymen s du ing he COVID-19 pandemic.
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Doc o al P og amme in In o ma ion Managemen
3.3.2. Re isi ing UTAUT
3.3.2.1. Pe o mance Expec ancy (PE)
Pe o mance expec ancy is de ined as an indi idual’s pe cep ion in e ms
o he use o an in o ma ion sys em acili a ing he comple ion o a ask
and wo k pe o mance (Venka esh e al., 2003). Pe o mance has been
concep ualised by using a ibu es ela ed o he sys em’s e iciency,
speed and accu acy in ask comple ion (Venka esh e al., 2012).
Especially du ing he COVID-19 pandemic, use s show mo e conce n
owa d paymen e iciency and accu acy. Conc e ely, in he M-paymen
adop ion aspec , pe o mance expec ancy has signi ican ly posi i e
e ec s on use s’ adop ion in en ions in a ious con ex s(Di Pie o e al.,
2015; Pham and Ho, 2015; Mun e al., 2017; Liébana-Cabanillas e al.,
2018). The e o e, when use s pe cei e M-paymen s as a use ul way o
accomplish hei ansac ions du ing he pandemic, hey will choose M-
paymen ins ead o adi ional paymen . Acco dingly, his pape p oposes
he ollowing hypo hesis.
H2: Pe o mance expec ancy posi i ely a ec s he beha iou al in en ion
o adop M-paymen s du ing he COVID-19 pandemic.
3.3.2.2. E o Expec ancy (EE)
Acco ding o UTAUT, e o expec ancy is e e ed o as “ he deg ee o
ease associa ed wi h he use o he sys em” (Venka esh e al., 2003,
p.450). E o expec ancy in luences use s’ a i udes owa d adop ing M-
paymen s (Ramos de Luna e al., 2018), e ealing an e en g ea e
in luence han pe o mance expec ancy (Pal, Vanijja and Papas a o n,
2015). Speci ically, Liébana-Cabanillas e al. (2018) ound ha e o
expec ancy is he mos signi ican ac o a ec ing use s’ in en ions o
using NFC M-paymen sys ems in public anspo a ion. Mo eo e , e o
expec ancy has also been e i ied o posi i ely impac pe o mance
expec ancy in a ious echnology adop ion con ex s (Ramos de Luna e
al., 2018; Alalwan e al., 2017; Di Pie o e al., 2015). The e o e, he
ollowing hypo heses a e p oposed.
H3: E o expec ancy posi i ely a ec s he beha iou al in en ion o adop
M-paymen s du ing he COVID-19 pandemic.
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Doc o al P og amme in In o ma ion Managemen
H4: E o expec ancy posi i ely a ec s he pe o mance expec ancy o
adop M-paymen s du ing he COVID-19 pandemic.
3.3.2.3. Social In luence (SI)
In e ms o UTAUT, he de ini ion o social in luence is “ he deg ee o
which an indi idual pe cei es ha impo an o he s belie e he o she
should use he new sys em” (Venka esh e al., 2003, p.451). Slade e al.
(2015) explained ha i is an unde lying assump ion ha use s p e e o
consul hei social ne wo k o educe any anxie y a ising om
unce ain y. Especially du ing he COVID-19 pandemic,
ecommenda ions and sugges ions om impo an , ele an people a e
mo e impo an o indi iduals’ decisions and ac ions. F om p e ious
s udies, social in luence has been widely es ed in he di e en con ex s
o i s impac on usage in en ion o mobile echnologies (Slade e al.,
2015; Ke ile e al., 2016; Khalilzadeh e al., 2017; Jenkins and Opho ,
2016; Mun e al., 2017). Mo osan and DeF anco (2016) p esen ed ha
social in luence signi ican ly a ec s he in en ion o use M-paymen s;
Ke ile e al. (2016) illus a ed ha social in luence plays a conside able
ole in explaining use s’ in en ions o use M-paymen s. Mo eo e , as a
de e minan o o mula ing use s’ a i udes, social in luence signi ican ly
a ec s he pe cei ed mul i-bene i s o use s ega ding using M-paymen
se ices (Pa k e al., 2014). Thus, ele an hypo heses a e p oposed as
ollows.
H5: Social in luence posi i ely a ec s he beha iou al in en ion o adop
M-paymen s du ing he COVID-19 pandemic.
H6: Social in luence posi i ely a ec s he pe cei ed bene i s o adop ing
M-paymen s du ing he COVID-19 pandemic.
3.3.2.4. T us (TR)
T us is de ined as use s’ willingness o expec a posi i e ou come o a
echnology’s u u e pe o mance and a subjec i e belie ha he se ice
p o ide will ul il hei obliga ions (Ge en, 2000). Meanwhile, he COVID-
19 pandemic has b ough unce ain y and social p essu e o indi iduals’
daily ansac ion p ocesses. T us in M-paymen pla o ms can inc ease
he likelihood o use s using hem o make con ac less M-paymen s
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Doc o al P og amme in In o ma ion Managemen
a he han adi ional paymen s ( Zhu e al., 2017; Ma inko ić e al.,
2020). Zhu e al. (2017) alida ed ha us has he mos signi ican e ec
on he beha iou al in en ion o use M-paymen s. Meanwhile, many
s udies ha e also e i ied he e ec o us signi ican ly de e mining
use s’ usage in en ions o M-paymen s (Zhou, 2013; Gao e al., 2015;
Zhu e al., 2017; Shao e al., 2018). Zhou (2013) modi ied a us -based
adop ion model and ound ha us has signi ican di ec and indi ec
impac s on he beha iou al in en ion o use M-paymen s. Mo eo e , us
has also been alida ed as an addi ional a iable o UTAUT, which
posi i ely in luences pe o mance expec ancy, consequen ly a ec ing
use beha iou al in en ions o use M-paymen s (Khalilzadeh e al., 2017).
Simila esul s ha e been suppo ed by o he s udies (Alalwan e al.,
2017), including us agains pe cei ed isk and unce ain y when
adop ing new echnology (Khalilzadeh e al., 2017; Shao e al., 2018).
Mo eo e , pe cei ed isk combines unce ain y wi h he se iousness o
he po en ial ou come (Ke ile e al., 2016), which nega i ely in luences
he pe cei ed mul idimensional bene i s (Pa k e al., 2018). Thus, i can
be summa ised ha us posi i ely impac s pe cei ed bene i s, which has
also been suppo ed by Khalilzadeh e al. (2017). The e o e, his s udy
p oposes he ollowing hypo heses.
H7: T us has a posi i e e ec on he beha iou al in en ion o adop M-
paymen s du ing he COVID-19 pandemic.
H8: T us has a posi i e e ec on pe o mance expec ancy o adop M-
paymen s du ing he COVID-19 pandemic.
H9: T us has a posi i e e ec on pe cei ed bene i s o adop ing M-
paymen s du ing he COVID-19 pandemic.
3.3.2.5. Pe cei ed Secu i y (PS)
Pe cei ed secu i y is de ined as “ he deg ee o which a cus ome belie es
ha using a pa icula M-paymen p ocedu e will be secu e” (Shin, 2009,
p. 1346). In e ms o conduc ing a inancial ansac ion, lack o secu i y—
pe cep ion o secu i y agains he isk associa ed wi h mobile
ansac ions—is one o he mos equen easons o use s e using o
adop M-paymen s (Geo ge and Sunny, 2018). P e ious s udies ha e
p o ed ha pe cei ed secu i y is an essen ial ac o de e mining whe he
use s will adop M-paymen s (Di Pie o e al., 2015; Hossain and Zhou,
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Doc o al P og amme in In o ma ion Managemen
2018; Liébana-Cabanillas e al., 2018). Johnson e al. (2018) ound ha
pe cei ed secu i y has he mos signi ican posi i e impac on use s'
in en ion o adop M-paymen s. Mo eo e , pe cei ed secu i y signi ican ly
inc eases use s’ us by p o ec ing use s om ansac ional unce ain ies
and isks (Xin e al., 2013; Khalilzadeh e al., 2017). Shao e al. (2018)
e i ied ha secu i y is he mos signi ican an eceden o cus ome s’ us
owa ds a ec ing usage o M-paymen s in bo h male and emale g oups.
The e o e, pe cep ion o M-paymen s' pe cei ed secu i y, conside ed an
ex a a iable o UTAUT, is a c ucial gua an ee o es ablishing use s’
us in using M-paymen unde a pandemic. Acco dingly, his s udy
p oposes he ollowing hypo heses.
H10: Pe cei ed secu i y posi i ely a ec s he beha iou al in en ion o
adop M-paymen s du ing he COVID-19 pandemic.
H11: Pe cei ed secu i y has a posi i e e ec on us o adop M-
paymen s du ing he COVID-19 pandemic.
3.3.3. Resea ch Model
Based on he abo e hypo heses, all measu emen i ems we e adap ed
om p e ious s udies (Venka esh e al., 2012; Ke ile e al., 2016;
Khalilzadeh e al., 2017; Pa k e al., 2018; Shanka and Da a, 2018;
Shao e al., 2018; Cao and Niu, 2019; Tang e al., 2020) and ha e been
easonably modi ied o co espond o he esea ch pu poses o explain
he men al and echnological ac o s a ec ing use s’ beha iou al
in en ions wi h ega d o adop ing M-paymen s unde he COVID-19
pandemic. Speci ically, use s’ adop ion in en ion o M-paymen unde he
COVID-19 pandemic is conjoin ly de e mined by he a iables om he
e ised UTAUT model ( o explaining use s’ echnological pe cep ions)
and pe cei ed bene i s (as he a iable o MAT, ep esen ing use s’
men al cogni ions and psychological accep ance o using M-paymen
unde pandemic condi ions). The ques ionnai e is p esen ed in Appendix
A wi h Chinese ansla ion. Mo eo e , his s udy e ises he UTAUT
model, in eg a ing pe o mance expec ancy, e o expec ancy and social
in luence wi h addi ional a iables, pe cei ed secu i y, us and pe cei ed
bene i s om MAT o es ablish a esea ch model, depic ed in Figu e 3.1,
wi h he p oposed hypo heses ela ions.

55
Doc o al P og amme in In o ma ion Managemen
Figu e 3.1. Resea ch model wi h p oposed hypo heses ela ions.
3.4. Me hodology
3.4.1. Measu emen
In o de o alida e he p oposed concep ual model and examine he
esea ch hypo heses, an online ques ionnai e su ey was designed and
applied o da a collec ion. Speci ically, he ques ionnai e consis ed o wo
pa s. The i s pa con ained esponden s’ demog aphic da a wi h close-
ended ques ions consis ing o gende , age, educa ion, occupa ion and M-
paymen expe ience. The second pa was de eloped by implemen ing
cons uc s and i ems om p e ious hypo heses, consis ing o 27
measu emen i ems as indica o s o explain pe cei ed bene i s,
pe o mance expec ancy, e o expec ancy, social in luence, us ,
pe cei ed secu i y and beha iou al in en ion. In o de o educe con usion
and sa e ime o he pa icipan s (Babakus and Mangold, 1992;
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Doc o al P og amme in In o ma ion Managemen
Bou an a e al., 2009), a i e-poin Like scale ( om 1 o 5, ep esen ing
“s ongly disag ee” o “s ongly ag ee”) was applied o ep esen he i ems
o each cons uc .
The main su ey a ge o his esea ch was sma phone use s who used
o in ended o use M-paymen se ices in China du ing he COVID-19
pandemic. In o de o a oid he impac o cul u e and language
di e ences, he ques ionnai e was ansla ed in o he Chinese language
by a p o essional ansla o and hen e e se ansla ed in o English,
ollowed by con i ma ion o he ansla ion equi alence. The ques ionnai e
da a we e collec ed om a Chinese social media pla o m, named
WeCha , o e a h ee-week pe iod du ing he heigh o he COVID-19
pandemic in China, om 11 Ma ch 2020 o 31 Ma ch 2020.
3.4.2. Da a Demog aphic Cha ac e is ics
Acco ding o he N: q ule p oposed by Jackson (2003), an ideal sample
size- o-pa ame e s a io would be highe han 20:1 (samples: a iables)
(Jackson, 2003); he e o e, he sample size o his s udy should be la ge
han 140. This s udy dispa ched a o al o 1000 online ques ionnai es ia
WeCha ; 864 da a we e collec ed on 1 Ap il. A e emo ing he answe s
wi h missing alues, a o al o 739 alid ques ionnai es we e accep ed,
achie ing a inal esponse a e o 73.9%. Acco ding o he guideline om
Ryans (1974), he Kolmogo o –Smi no es was applied o e i y he
sample's non esponse bias by compa ing he g oups be ween males and
emales. The demog aphic dis ibu ion o he sample was 45.74% male
and 54.26% emale; 53.86% o pa icipan s we e in he age b acke
be ween 21 and 30; 61.71% o pa icipan s held bachelo ’s o college
deg ees ( his g oup is mo e ac i e on social media and so mo e likely o
espond o he ques ionnai e); employees and s uden s we e he wo
main g oups o pa icipan s, wi h pe cen ages o 43.03% and 23.68%,
espec i ely; 56.16% o o al esponses used M-paymen s a leas one
ime pe day and 93.78% a leas one ime pe one week du ing he
COVID-19 pandemic, which is in acco dance wi h a epo om Ipsos
(2020) exp essing ha he pene a ion a e o M-paymen s among mobile
In e ne use s in China ( hose who ha e used M-paymen s in he las
h ee mon hs) is 96.9% (Ipsos, 2020). The eason o his high a e o
adop ion o M-paymen s du ing he pandemic can be summa ised as
ollows. Fi s ly, based on he es ic ions by he Chinese Go e nmen
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Doc o al P og amme in In o ma ion Managemen
(China banking and insu ance news, 2020), due o daily ansac ions
using con ac being es ic ed du ing he COVID-19 pandemic, people
ended o comple e he ansac ions in a con ac less way. Secondly,
acco ding o he sugges ions and ecommenda ions by he go e nmen
and WHO (2020b), a oiding con ac among people is an e icien way o
educe he ansmission isk o COVID-19. Thus, M-paymen s ha e been
widely adop ed by cus ome s and e aile s o gene al ansac ions.
Thi dly, M-paymen apps we e applied o ack use s’ heal h s a uses
du ing he pandemic, such as Alipay Heal h Code wi h a colou code
(g een, yellow o ed) being assigned o indica e use s’ heal h s a uses.
The e o e, M-paymen s we e d ama ically adop ed by sma phone use s
in China no only o suppo daily ansac ions bu also o con i m hei
heal h s a uses du ing he COVID-19 pandemic. Speci ic sample
demog aphics a e lis ed in Table 3.2.
Table 3.2. Demog aphic dis ibu ion o he sample.
Measu es
I ems
N
%
Gende
Male
338
45.74%
Female
401
54.26%
Age
<21
170
23.00%
21–30
398
53.86%
31–40
80
10.83%
41–50
29
3.92%
>50
62
8.39%
Educa ion
High school and lowe
66
8.93%
Bachle o college
456
61.71%
Mas e
194
26.25%
PhD and abo e
18
2.44%
O he
5
0.68%
Occupa ion
S uden
175
23.68%
Employee
318
43.03%
Public Se an
47
6.36%
Re i ee
47
6.36%
Unemployed
6
0.81%
F eelance
65
8.80%
O he
81
10.96%
Expe ience
A leas 1 ime pe 1day
415
56.16%
A leas 1 ime pe 1 week
278
37.62%
A leas 1 ime pe 2 weeks
37
5.01%
A leas 1 ime pe 1 mon h
7
0.95%
Ne e use du ing he COVID-19 pandemic
2
0.27%
3.5. Da a Analysis
The co a iance-based s uc u al equa ion modelling (CBSEM) echnique
was conduc ed o quan i a i e da a analysis. SPSS 17 and AMOS 22
we e applied in his s udy h ough he wo-s ep app oach sugges ed by
Ande son and Ge bing (1988), including alida ing he measu emen
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Doc o al P og amme in In o ma ion Managemen
model and es ing he s uc u al model. The maximum likelihood
es ima ion was conduc ed in he model assessmen .
3.5.1. Measu emen Model
A measu emen model aims o assess i ness be ween indica o s and
la en a iables. Explo a o y ac o analysis (EFA) was applied o
examine he cons uc eliabili y, and a s anda d me hod ac o analysis,
con i ma o y ac o analysis (CFA), was applied o assess he con e gen
and disc iminan alidi y o he measu emen model. All se en
hypo hesised la en cons uc s in he CFA model we e allowed o co a y
and we e de e mined by ela ed measu emen i ems as e lec i e
indica o s.
Cons uc eliabili y was es ed by C onbach’s alpha. As p esen ed in
Table 3.3, all C onbach’s alpha alues o he la en a iables a e in he
ange o 0.807 o 0.897, all exceeding he 0.70 limi s sugges ed by
Nunnally and Be ns ein (1994), which means ha cons uc eliabili y has
been demons a ed.
Table 3.3. I em loadings and C onbach’s alpha o s uc u es.
Fac o s
I ems
Loadings
C onbach’s Alpha
Pe o mance Expec ancy (PE)
PE1
0.810
0.888
PE2
0.850
PE3
0.792
PE4
0.812
E o Expec ancy (EE)
EE1
0.813
0.897
EE2
0.854
EE3
0.806
EE4
0.843
Social In luence (SI)
SI1
0.805
0.894
SI2
0.829
SI3
0.805
SI4
0.854
Pe cei ed bene i s (PBs)
PB1
0.719
0.807
PB2
0.828
PB3
0.751
Pe cei ed Secu i y (PS)
PS1
0.773
0.848
PS2
0.850
PS3
0.800
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Doc o al P og amme in In o ma ion Managemen
Fu he mo e, M-paymen s in ol e sensi i e and pe sonal da a; he e o e,
i is necessa y o ensu e he eliabili y and c edibili y o M-paymen
pla o ms o secu ing ansac ions and p o ec ing pe sonal in o ma ion
(Oli ei a e al., 2016). Mo eo e , based on he secu i y, us wo hiness
and eliabili y o M-paymen pla o ms, use s can accep he eco ds o
hei ansac ion imes and loca ions du ing he pandemic o be u ilised by
go e nmen s and heal h ins i u ions o ack con ac s among paymen
p ocesses, o moni o ing, upda ing and epo ing he pandemic
ansmission s a us. Acco dingly, use s can clea ly and oppo unely be
made awa e o he i us in ec ion si ua ion among hem, which posi i ely
in luences hei in en ions o use M-paymen s du ing he COVID-19
pandemic o educe he in ec ion isk.
Howe e , Hypo hesis 3 was ejec ed in his s udy, which means he
easiness o unde s anding and handling M-paymen sys ems does no
di ec ly impac a use ’s beha iou al in en ions o adop M-paymen s
du ing he COVID-19 pandemic. Simila esul s a e suppo ed by
p e ious M-paymen s udies (Yuan e al., 2016; Liébana-Cabanillas e al.,
2018). The main eason o his esul is because use s ha e become
accus omed o sma phone unc ions and become mo e skil ul h ough
hei p e ious u ilisa ion o a ious applica ions on sma phones (Chopda
and Si akuma , 2019). Meanwhile, unde he COVID-19 pandemic, use
beha iou is de e mined mo e by o he pe cep ions ela ed o pe sonal
sa e y, such as eliabili y, u ili y, secu i y, us wo hiness and bene i s,
which can p o ide mul idimensional suppo s o p o ec ing ansac ion
p ocesses du ing a pandemic. Thus, he easiness o using M-paymen s is
a less c i ical o su moun able ac o de e mining use s’ adop ion
in en ions du ing he pandemic.
3.7. Theo e ical and P ac ical Implica ions
3.7.1. Theo e ical Implica ions
This s udy con ibu es h ee main heo e ical implica ions. Fi s , his s udy
was empi ical and examined he ac o s a ec ing use s’ adop ion
in en ions o M-paymen s unde he pandemic si ua ion, which is absen
om e alua ions o p e ious s udies. Consequen ly, he s udy
d ama ically en iched he li e a u e on echnology adop ion du ing a

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Doc o al P og amme in In o ma ion Managemen
pandemic. Speci ically, his s udy illus a es a wo hwhile di ec ion o
unde s and use s’ adop ion in en ions by no only examining use s’
pe cep ions om echnological pe spec i es bu also assessing use s’
men al expec a ions. Mo eo e , use s’ echnological and men al
pe cep ions o echnology a e signi ican ly in luenced by eme gency
si ua ions. The e o e, his s udy p o ides a u u e insigh o ele an
esea ch o analyse new echnology adop ion om echnological and
men al pe spec i es conjoin ly and co esponding wi h he speci ic
si ua ion, especially o eme gency si ua ions.
Second, his s udy in eg a ed he UTAUT model wi h pe cei ed bene i s
om MAT and wo ex a a iables, pe cei ed secu i y and us , which
signi ican ly con ibu e o he eme ging li e a u e's heo e ical
de elopmen and amewo k coo dina ion on in o ma ion echnology
adop ion. Simul aneously, his s udy demons a es a subs an ial
con ibu ion o he heo e ical expansion o UTAUT and MAT by ini ially
p oposing and e i ying new causal pa hs (PB → BI, SI → PB, TR → PB,
TR → PE, TR → BI and PS → BI) and ejec ing he pa h EE → BI o
in es iga ing he in e ac ions o a iables in he new comp ehensi e
model. The e o e, he in eg a i e esea ch app oach p esen ed in his
s udy can se e as a bene icial and aluable e e ence o modi y and
e alua e new adop ion models o in es iga ing no el echnology
adop ion.
Thi d, his s udy ini ially ocused on echnology cha ac e is ics
co esponding o he pandemic si ua ion as a po en ial an eceden
de e mining use s’ men al and echnological pe cep ions. Speci ically, he
con ac less ea u e o M-paymen s a oids con ac s du ing ansac ion
p ocesses and main ains social dis ancing, which imp o es he pe cei ed
mul idimensional bene i s o he use s and op imises hei expe ience o
using M-paymen s unde he pandemic si ua ion. Meanwhile, based on
he disas e s a us o he COVID-19 pandemic, e o expec ancy became
less impo an han o he a iables o de e mining whe he use s would
adop M-paymen s. Thus, i is essen ial o conside whe he a pa icula
echnology’s ea u es can in luence use s’ in e p e a ions o he pe cei ed
men al and echnological bene i s co esponding o pa icula si ua ions
o condi ions o explain echnology adop ion in an eme gency si ua ion
comp ehensi ely.
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Doc o al P og amme in In o ma ion Managemen
3.7.2. P ac ical Implica ions
Mo eo e , ou main p ac ical implica ions a e demons a ed in his s udy.
Fi s , he cu en esea ch enhances he exis ing knowledge o he
adop ion in en ion o M-paymen s in an eme gency si ua ion and en iches
he unde s anding o how a pandemic changes use s’ paymen habi s. I
sugges s ha a pandemic migh b ing su e ing o people o socie y.
Fu he mo e, i can also acili a e he de elopmen o new echnology ha
can b ing bene i s o indi iduals, o ganisa ions and socie y o su i e in
he eme gency si ua ion, which is aluable o ele an s akeholde s o
conside he pandemic scena io o es ablish app op ia e business
s a egies.
Second, his s udy could be aluable o s a -up companies,
policymake s, go e nmen bodies and p i a e se ice p o ide s
in e es ed in M-paymen se ices. M-paymen s ha e become inc easingly
popula and p o ide use ul se ices o e icien ansac ion p ocesses,
pa icula ly in eme gency condi ions. In he con ex o a pandemic, M-
paymen s can inc ease pe sonal sa e y pe cep ion and main ain he
s able de elopmen o business. Based on he indings o his s udy, as
well as p o iding an easy- o-use ope a ing applica ion, ele an
s akeholde s should ini ially ecognise he impo ance o M-paymen s in
o mula ing use s’ pe cei ed bene i s and design sys em a ibu es
acco dingly unde he pandemic si ua ion. Meanwhile, M-paymen se ice
p o ide s should gua an ee ansac ions' compa ibili y, e iciency, and
secu i y o mee cus ome s’ equi emen s and ma ch hei li es yles. In
addi ion, enhancing he publics' imp ession o M-paymen s and
s imula ing a posi i e wo d-o -mou h social e ec would imp o e he
echnology p o ide s’ epu a ion in di e en si ua ions.
Thi d, his s udy suppo s new echnology p o ide s wi h a
comp ehensi e unde s anding o cus ome adop ion in en ions, which is
de e mined by conjoin echnological and psychological pe cep ions.
Consequen ly, ele an s akeholde s should ocus on aking ad an age o
he ea u es o echnology (such as he con ac less cha ac e is ic o M-
paymen s) co esponding o i s bene i o a pa icula si ua ion (such as
a oiding di ec o indi ec con ac s o dec ease COVID-19 ansmission
isk) in e ms o main aining se ice quali y, eliabili y and e iciency o
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Doc o al P og amme in In o ma ion Managemen
mee consume s’ physical and men al conce ns and op imise hei
expe ience, he eby inc easing accep ance among he a ge popula ion.
Finally, he indings and esul s o his s udy could be applied as
e e ences o o he online- o-o line (O2O) se ice indus ies in a
pandemic si ua ion. Rele an businesses could u ilise he esul s o
de elop app op ia e s a egies ha combine he bene i s o echnology
cha ac e is ics wi h use s’ echnological pe cep ions and men al
expec a ions o expand ma ke s o adap o di e en eme gency
si ua ions and build be e cus ome bases.
3.8. Limi a ions and Fu u e Resea ch
The e a e se e al limi a ions inhe en in his s udy ha need o be
acknowledged. Fi s ly, he da a collec ion was es ic ed o China du ing a
pa icula pe iod o he COVID-19 pandemic; he esul s may no be
gene alised o di e en coun ies and a ious si ua ions. Fu u e s udies
should eplica e his model, collec da a om di e en na ionali ies, and
conside speci ic bene i s co esponding o pa icula si ua ions.
Fu he mo e, he esea ch model can be examined h ough c oss-cul u al
s udies o unde s and he a ia ions in di e en cul u al backg ounds
be e .
Secondly, he e we e limi ed a iables and in e ac ions o he a iables
analysed in his s udy—e.g., he a iables selec ed in his s udy we e
mainly om a echnology adop ion aspec . Fu u e esea ch can pu mo e
e o in o in eg a ing he ela ions be ween a iables, such as social
in luence a ec ing pe cei ed secu i y (Khalilzadeh e al., 2017) and use
echnological indica o s wi h he a iables om a heal h and isk aspec .
Meanwhile, in o de o gain a deepe unde s anding o he men al and
echnological ac o s a ec ing adop ion in en ions wi h ega d o no el
echnology, u u e esea ch can inco po a e esea ch models wi h o he
a iables, such as a cul u al mode a o , sa is ac ion, e c., which a e also
ecommended in p e ious s udies (Bap is a and Oli ei a, 2015; Hassan
and Wood, 2020; Hossain and Zhou, 2018; Hamidi and Sa a eeyeh,
2019).
Thi dly, as he da a collec ion pe iod was limi ed, and ha da a we e
homogeneously dis ibu ed and collec ed h ough WeCha (a mobile
social media applica ion in China), in his s udy, he da a collec ion
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Doc o al P og amme in In o ma ion Managemen
p ocess is ecommended o ch onically and in eg ally co e he use s
om di e en a eas (u ban and u al a eas) o e a di e en pe iod o
using M-paymen in a ious pa e ns (online and o line su eys).
Finally, he e was no dis inc ion be ween he ypes o M-paymen pa e ns
(such as SMS, NFC and QR), M-paymen pla o ms (such as Apple pay,
Samsung pay, WeCha pay, and Alipay) and pa e ns o he elec onic
ansac ion (such as elec onic ansac ion ia compu e , elec onic
ansac ion ia mobile de ice). The e o e, a u u e s udy can ocus on
dis inguishing he di e en paymen me hods o paymen pla o ms o M-
paymen echniques in acco dance wi h speci ic esea ch objec i es.
3.9. Conclusion
In conclusion, we p oposed a heo e ical adop ion model in eg a ing
UTAUT wi h pe cei ed bene i s om MAT and wo addi ional a iables,
us and pe cei ed secu i y, o app op ia ely explain he men al and
echnological ac o s a ec ing use s’ beha iou al in en ions o adop ing
M-paymen s du ing he COVID-19 pandemic. This esea ch model
p o ided ex ensi e explana o y powe when explaining ha use s’
paymen habi s ha e changed due o he in luence o he pandemic and
ha adop ion in en ions o M-paymen s we e de e mined by echnology
pe cep ions and men al expec a ions conjoin ly. Pe o mance
expec ancy, pe cei ed bene i s, social in luence, us and pe cei ed
secu i y a e signi ican in acili a ing use s’ adop ion in en ions o M-
paymen s du ing he COVID-19 pandemic. Speci ically, he con ac less
cha ac e is ic o he M-paymen echnique is bene icial in main aining
social dis ancing and p o ec ing pe sonal sa e y unde a pandemic. This
s udy also explo ed new causal ela ionships and ound ha pe cei ed
bene i s a e signi ican ly de e mined by social in luence and us .
Mo eo e , pe o mance expec ancy is in luenced by e o expec ancy
and us owa ds explaining use s’ beha iou al in en ions o using M-
paymen s du ing he COVID-19 pandemic.
Fu he mo e, his s udy p o ides se e al signi ican heo e ical and
p ac ical con ibu ions on in es iga ing no el echnology adop ion in a
pa icula si ua ion, which con ibu es o he knowledge and
unde s anding o he ex ension o he UTAUT applica ion, explaining ha
use s’ paymen habi s ha e changed because o he pandemic and
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Doc o al P og amme in In o ma ion Managemen
adop ion in en ion o M-paymen s is de e mined by use s’ echnological
pe cep ions and men al expec a ions. In addi ion, his s udy ecommends
ha esea che s and ele an s akeholde s ocus on a pa icula
cha ac e is ic o M-paymen s ha co esponds wi h he pandemic, which
can in luence he use 's pe cei ed men al and echnological bene i s.
Unde s anding use s’ beha iou s is an e icien way o analyse new
echnology adop ion and de elop an app op ia e s a egy o op imising
use s’ expe iences.

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Doc o al P og amme in In o ma ion Managemen
4. Chap e 4 - Wha ac o s ha e de e mined
cus ome s’ con inuous use o ood deli e y
apps du ing he 2019 no el Co ona i us
pandemic?
4.1. In oduc ion
Mobile de ices ha e been widely adop ed, and hei use has sha ply
inc eased wo ldwide. Acco ding o a epo om he Global Associa ion o
Mobile Ope a o s, global mobile phone use s exceeded 5.1 billion in
2020; among hem, o e 1.2 billion use s a e accoun ed o in China
(GSMA, 2020). Meanwhile, a ious mobile se ices a e signi ican ly
de eloped and implemen ed in di e en indus ies. Food deli e y apps
(FDAs) as online- o-o line mobile se ices ha e ecen ly gained
popula i y o e ing wo-way bene i s o ca e ing en e p ises and
cus ome s by p o iding con enien and e icien online o de and o line
deli e y se ices. S a is a Repo s (2019) illus a ed ha FDAs e enue in
China (38.4 billion US dolla s (USD)) gene a ed mo e han one- hi d o
global FDAs e enue (95.4 billion USD) in 2018. Mo eo e , global FDAs
e enue inc eased o 107.4 billion USD in 2019 (S a is a Repo s, 2019)
and a e expec ed o exceed 164.5 billion USD by 2024, expanding a a
CAGR o 11.4% du ing 2019-2024 (Ima c, 2020).
Meanwhile, he 2019 no el co ona i us (COVID-2019) e up ed as a
se ious global pandemic om he end o 2019 and eached he whole o
China in Feb ua y 2020, hen p og essi ely expanded wo ldwide (Tang e
al., 2020). Acco ding o a epo om he Wo ld Heal h O ganisa ion
(WHO), un il 21 May 2020, he e we e a o al o 4,904,413 globally
con i med cases o COVID-19 in ec ions and 323,412 dea hs (WHO,
2020a). Du ing he COVID-19 c isis, wea ing a mask in public, social
dis ancing, sel -isola ing, and o he sel -p o ec ion ac ions ha e been
highly ecommended by he WHO (2020b) o a oid di ec and indi ec
con ac s among people o educe he isk o he COVID-19 ansmission
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Doc o al P og amme in In o ma ion Managemen
(Wilde -Smi h and F eedman, 2020; Tang e al., 2020). Mo eo e ,
because ewe cus ome s in end o use public se ices, he adi ional
ca e ing indus y has su e ed d ama ically du ing he COVID-19
pandemic. Acco ding o he da a o iiMedia Resea ch (2020), in China,
he e enue o he ca e ing indus y was 419.4 billion yuan (59.2 billion
USD) om Janua y o Feb ua y 2020, which dec eased 43.1% yea on
yea . 95.0% o he in e iewed ca e ing businesses' s o es' e enue
dec eased signi ican ly du ing he COVID-19 epidemic pe iod (iiMedia
Resea ch, 2020).
On he o he hand, despi e he nega i e in luence o he COVID-19
signi ican ly a ec ing he supply and demand o he ca e ing indus y, i
has changed he consump ion habi s o esiden s and accele a ed he
ans o ma ion o ca e ing en e p ises om adi ional in-s o e se ice o
online- o-o line se ice o su i ing in he pandemic si ua ion and
main aining sus ainable de elopmen . Acco ding o a epo om he
Mei uan esea ch ins i u e (2020), he e we e 71.7% o 15263 pa icipan s
using FDAs om he end o Feb ua y o he beginning o Ma ch 2020,
and 41.6% o esiden s p e e ed using online- o-o line deli e y se ices
o pu chase daily supplies du ing he COVID-19 pandemic pe iod in
China. Likewise, iiMedia Resea ch (2020) illus a ed ha 78% o
esponded Chinese adi ional ca e ing en e p ises ans e ed hei
business o hi d-pa y FDAs (Ele.me, Mei uan Waimai and Baidu
Waimai). Compa ed o be o e he COVID-19 pandemic ou b eak, he
ca e ing en e p ises egis e ed on FDAs ha e d ama ically inc eased
63.1% in China, and 70% o he su eyed es au an s will con inue o
ope a e and inc ease in es men in FDAs a e he COVID-19 epidemic.
Mo eo e , acco ding o he business egis a ion da a om Tianyancha
(2020), he e we e 106,000 new en e p ise egis a ions ela ed o ood
deli e y se ices om Janua y o May 2020, up 766% om he same
pe iod in 2019. The Chinese online ood deli e y ma ke 's es ima ed
scale will exceed 91.8 billion USD in 2020 (iiMedia Resea ch, 2020).
The e o e, du ing he COVID-19 pandemic, he "in e ne + es au an "
modes o FDAs no only me he equi emen s o ca e ing en e p ises bu
also sa is ied cus ome s' demands on con enien and e icien ood
supplies and pe sonal sa e y conce ns (Liu and Wang, 2016).
Acco dingly, ac o s mo i a ing use s o use FDAs con inuously unde he
COVID-19 pandemic si ua ion a e essen ial o ele an s akeholde s o
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Doc o al P og amme in In o ma ion Managemen
unde s and cus ome s' equi emen s and expec a ions. In e ms o FDA
adop ion, cus ome s conside pe o mance expec ancy as he main
de e mina o o adop a ele an se ice (Yeo e al., 2017; Roh and Pa k,
2019). Mo eo e , easiness and quali y o se ice, con enience, social
in luence and sa is ac ion a e also conside able an eceden s o in en ion
o adop FDAs (Yeo e al., 2017; Cho e al., 2019; Co ea e al., 2019;
Ray e al., 2019; Roh and Pa k, 2019). Meanwhile, in e ms o
con inuance usage o in o ma ion echnology, pe o mance expec ancy,
e o expec ance, social in luence, and sa is ac ion a e essen ial o
o mula ing use s' con inuance usage in en ion (Gao e al., 2015; Yuan e
al., 2016; Alghamdi e al., 2018; Chopda and Si akuma , 2019;
Ma inko ić e al., 2020). Fu he mo e, in o de o e alua e ac o s
a ec ing use s' con inuance in en ion o using in o ma ion echnology,
Chong (2013) ex ended he Expec ancy Con i ma ion Model (ECM), and
Ma inko ić e al. (2020) modi ied he Uni ied Theo y o Use and
Accep ance o Technology model (UTAUT), hey ound ha us also has
a signi ican impac on use s' con inuance usage in en ion.
Meanwhile, Yuan e al. (2016) combined ECM wi h he Technology
Accep ance Model (TAM) and he Task-Technology Fi model o explain
ha use s' con inuance usage in en ion is de e mined by pe cei ed ask-
echnology i and con i ma ion. Howe e , ew p io in es iga ions ha e
ocused on ac o s a ec ing FDAs' con inuance usage, especially unde
pandemic condi ions. Consequen ly, he pu poses o his s udy a e o
ul il he gap o ac o s de e mining use s' in en ion o use FDAs du ing
he COVID-19 pe iod con inuously and suppo FDA ele an
s akeholde s o unde s and cus ome s' pe cep ions and beha iou s o
e icien ly de eloping business s a egies be e . The e o e, his pape
a emp s o es ablish a comp ehensi e model in eg a ing a iables om
ECM, UTAUT and he Task-Technology Fi model, including pe o mance
expec ancy, e o expec ancy, social in luence, us , pe cei ed ask-
echnology i , con i ma ion and sa is ac ion, o in es iga e he ac o s
a ec ing use s' con inuance usage in en ion o FDAs du ing he COVID-
19 pandemic.
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Doc o al P og amme in In o ma ion Managemen
4.2. Theo e ical backg ound and hypo heses
de elopmen
4.2.1. Food deli e y apps (FDAs)
FDAs, as an eme ging online- o-o line mobile echnology, p o ide a
channel be ween ca e ing en e p ises and cus ome s by in eg a ing
online o de and o line deli e y se ices. FDAs can be ca ego ised in o
wo pa e ns (Ray e al., 2019). Fi s , he es au an s hemsel es, such as
KFC, Domino's and Pizzahu e c. Second, he hi d-pa y in e media y
pla o ms, such as Ube Ea s, Zoma o, Ele.me Mei uan Waimai and
Baidu Waimai, a e mo e popula and ha e been widely adop ed in China
(Roh and Pa k, 2019). Mo eo e , o adap and o e come he COVID-19
pandemic, he con ac less deli e y p ocess is applied in China, which
deli e s ood o he ga es o cus ome s wi hou di ec con ac .
Meanwhile, FDAs also in ol e daily supplies deli e y se ice o
cus ome s. These addi ional se ices es ablish mul i-way bene i s in
e icien ly main aining social dis ancing du ing he COVID-19 pandemic,
en iching se ice ange and educing he spa io- empo al in e al o sales
and consump ions p ocesses (Liu and Wang, 2016). The e o e, he
quali y o FDA se ices signi ican ly impac s use s' pe cep ions. Se e al
p e ious s udies ha e ocused on a ious ac o s a ec ing use s'
in en ions o adop FDAs. Yeo e al. (2017) emphasised pos -usage
use ulness and pe cei ed con enience mo i a ion as signi ican ly
a ec ing cus ome s' beha iou al in en ions o adop online ood deli e y
se ices.
Mo eo e , Roh and Pa k (2019) modi ied TAM wi h he mo al obliga ion
mode a o and ound ha use ulness, compa ibili y, and subjec i e no ms
a e signi ican de e mine s in he in en ion o online ood deli e y se ice
adop ion. He e al. (2018) illus a ed ha sa is ac ion is associa ed wi h
ood quali y and se ice e iciency, signi ican ly a ec ing online ood
deli e y se ice adop ion. Meanwhile, El anda i e al. (2018) ound ha
o de con o mi y, quali y o deli e y, ood quali y and cos s a e he mos
signi ican a ibu es a ec ing he in en ion o using online ood deli e y
se ices. Fu he mo e, Ray e al. (2019) implemen ed he uses and
g a i ica ions heo y and alida ed ha cus ome expe ience, ease-o -use,
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Doc o al P og amme in In o ma ion Managemen
H3: E o expec ancy (EE) posi i ely a ec s he con inuance in en ion
(CI) o using FDAs du ing he COVID-19 pandemic.
H4: E o expec ancy (EE) posi i ely a ec s pe o mance expec ancy
(PE) owa ds con inuously using FDAs du ing he COVID-19 pandemic.
H5: E o expec ancy (EE) posi i ely a ec s sa is ac ion (SA) owa ds
con inuously using FDAs du ing he COVID-19 pandemic.
Social In luence (SI)
Acco ding o UTAUT, social in luence (SI) is de ined as he deg ee ha
use s gain willingness om o he s’ (e.g. amilies, iends and colleagues)
encou agemen ha hey should use a ce ain echnology (Venka esh e
al., 2003). Rela ed o his s udy, SI has been alida ed as signi ican ly
de e mining use s' in en ion o use an online- o-o line deli e y se ice
(Roh and Pa k, 2019). Mo eo e , om he con inuance in en ion o using
a mobile echnology aspec , SI as an impo an a iable in UTAUT has a
signi ican impac on use s' in en ions o con inue using mobile
echnologies (Lai and Shi, 2015). This angle has been suppo ed in
a ious aspec s, such as mobile social ne wo k si es (Zhou and Li, 2014),
shopping apps (Chopda and Si akuma , 2019) and mobile paymen
sys ems (Zhu e al., 2017). Fu he mo e, SI no only di ec ly de e mines
use s' con inuance in en ion bu also indi ec ly o mula es use s' in en ion
o con inuously use mobile echnology by a ec ing hei sa is ac ion
(Hsiao e al., 2016). Ma inko ić e al. (2020) e ised UTAUT o con i m
ha SI signi ican ly a ec s use s' sa is ac ion owa ds con inuance
in en ion o using mobile echnology. The e o e, he ollowing hypo heses
a e p oposed in his s udy:
H6: Social in luence (SI) posi i ely a ec s con inuance in en ion (CI) o
using FDAs du ing he COVID-19 pandemic.
H7: Social in luence (SI) posi i ely a ec s sa is ac ion (SA) owa ds
con inuously using FDAs du ing he COVID-19 pandemic.
T us (TR)
T us (TR) is de ined as a s a e o indi idual ai h ega ding in en ions,
and p ospec i e ac ions will ollow he app op ia e beha iou o in eg i y

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and abili y (Ge en, 2000; G azioli and Ja enpaa, 2000). Acco ding o his
s udy which ocuses on con inuance in en ion o using FDAs du ing he
COVID-19 pandemic, us wo hiness can signi ican ly o mula e use s'
men al expec a ion o belie e FDAs can p o ide eliable se ice (Cho e
al., 2019), which means use s pe cei ed he highe accumula ion o
us wo hiness om FDAs, and he highe willingness o con inuingly use
FDAs. Mo eo e , us has been alida ed as an addi ional UTAUT
a iable, ep esen ing pe sonal men al pe cep ions e lec ing use s'
pe cei ed secu i y agains unce ain y and isk, which has a signi ican
in luence in o mula ing use s' beha iou al in en ion (Khalilzadeh e al.,
2017; Shao e al., 2018). Meanwhile, us has been con i med as a
c ucial p edic o de e mining use s' con inuance usage in en ion owa ds
mobile echnology (Hung e al., 2012; Zhou, 2013; Gao e al., 2015).
Fu he mo e, us was demons a ed as a signi ican posi i e an eceden
o sa is ac ion o mobile echnology adop ion, such as mobile banking
(Liébana-Cabanillas e al., 2016), mobile websi es (Zhou, 2011b) and
mobile comme ce pla o ms (Ge en e al., 2000; Ja enpaa e al., 2003).
Likewise, in con inuance usage s udies, us is also posi i ely associa ed
wi h sa is ac ion owa ds o mula ing use s' con inuance in en ion o using
mobile echnology (Chen and Li, 2017). Mo eo e , he posi i e in luence
o us is no only on con inuance in en ion bu also on sa is ac ion o
explain use s' beha iou in con inuance usage o mobile echnology
(Dlodlo, 2014). Acco dingly, his s udy in ol es us as an ex a UTAUT
a iable and p oposes he ollowing hypo heses:
H8: T us (TR) posi i ely a ec s con inuance in en ion (CI) o using FDAs
du ing he COVID-19 pandemic.
H9: T us (TR) posi i ely a ec s sa is ac ion (SA) owa ds con inuously
using FDAs du ing he COVID-19 pandemic.
4.2.3.2. Re isi ing he Task-Technology Fi model
Pe cei ed ask- echnology i (TTF)
The Pe cei ed Task-Technology Fi (TTF) is a c ucial ac o summa ised
om he ask- echnology i model, a ec ing use s' echnology adop ion.
Goodhue and Thompson (1995) a gued ha he highe i ness be ween
he pe o mance o a echnology and use s’ asks and equi emen s, he
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highe he p obabili y o adop ing he echnology. In he ongoing COVID-
19 pandemic con ex , TTF ep esen s he cha ac e is ics and ad an ages
o FDAs ha use s can con enien ly o de ood o daily supplies any ime
a any sel -isola ion loca ion ia FDAs; meanwhile, con ac less o line
deli e y is moni o ed and managed by FDA pla o ms o ensu e he
quali y and e iciency o he se ice. The e o e, TTF signi ican ly
o mula es use s' echnological and men al expec a ions owa ds
con inuously using FDAs du ing he COVID-19 pandemic. TTF
associa ed wi h ECM has a signi ican ly posi i e e ec on con inuance
in en ion owa ds mobile banking usage (Yuan e al., 2016). This esul is
pe p e ious s udies in in o ma ion sys ems (La sen e al., 2009) and
Web lea ning sys ems (Lin, 2012). In addi ion, TTF has also been
con i med o ha e a signi ican impac on PE in echnology adop ion.
Zhou e al. (2010) and Oli ei a e al. (2014) in eg a ed TTF wi h UTAUT
and obse ed ha TTF was a signi ican p edic o in de e mining he PE
o mobile banking adop ion. TTF has been e i ied o ha e a signi ican ly
posi i e e ec on PE de e mining use s' con inuance usage in en ion o
mobile echnology (Yuan e al., 2016). Thus, his s udy assumes he
ollowing hypo heses:
H10: Pe cei ed ask- echnology i (TTF) posi i ely a ec s con inuance
in en ion (CI) o using FDAs du ing he COVID-19 pandemic.
H11: Pe cei ed ask- echnology i (TTF) posi i ely a ec s Pe o mance
expec ancy (PE) owa ds con inuously using FDAs du ing he COVID-19
pandemic.
4.2.3.3. Re isi ing he ECM model
Con i ma ion (COF)
Con i ma ion (COF) is de ined as he deg ee o use s' pe cep ions o an
in o ma ion sys em is cong uen wi h hei p io expec a ions and ac ual
pe o mances (Bha ache jee, 2001). In e ms o ECM, Bha ache jee
(2001) illus a ed ha COF is a i al ac o in p edic ing PE and
sa is ac ion, de e mining use s' con inuance in en ion o using he
in o ma ion sys em. This s udy e e s o COF as he deg ee o use s'
con i ma ions o hei ini ial expec a ions o FDAs, which a ec PE and
sa is ac ion owa ds con inuance usage o FDAs du ing he COVID-19
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pandemic. Lee and Kwon (2011) alida ed ha COF had a signi ican
posi i e e ec on PE and sa is ac ion owa ds use s' con inuance
in en ion o using web-based se ices. Simila esul s ha e been e i ied
by applying ECM in a ious mobile echnologies' con inuance usage
con ex s as well, like, mobile banking (Yuan e al., 2016) and mobile
lea ning sys ems (Alshu ideh e al., 2020). The e o e, he ollowing
hypo heses a e p oposed in his s udy:
H12: Con i ma ion (COF) posi i ely a ec s sa is ac ion (SA) owa ds
con inuously using FDAs du ing he COVID-19 pandemic.
H13: Con i ma ion (COF) posi i ely a ec s Pe o mance expec ancy (PE)
owa ds con inuously using FDAs du ing he COVID-19 pandemic.
Sa is ac ion (SA)
Sa is ac ion (SA) is de ined as cumula i e eelings when indi idual p io
emo ion is coupled wi h su ounding discon i med expec a ions (Oli e
1980). Acco ding o ECM, sa is ac ion e e s o an o e all emo ion-based
e alua ion o an IS (Yuan e al., 2016). Use s will be sa is ied i pe cei ed
se ice pe o mance exceeds hei expec a ions, which leads o posi i e
ac ion owa ds con inuance usage o FDAs. Fo example, Gao e al.
(2015) ound he signi ican in luence o sa is ac ion owa ds use s'
con inuance usage in en ion o mobile pu chases. Mo eo e , sa is ac ion
as an ex a a iable o UTAUT posi i ely o mula ed use s' con inuance
in en ions o using in o ma ion echnology (Alghamdi e al., 2018). Simila
indings a e suppo ed by o he s udies o di e en mobile echnologies'
con inuance usage in en ion, such as mobile banking ( Liébana-
Cabanillas e al., 2017; Susan o e al., 2016; Yuan e al., 2016), mobile
apps (Hsiao, Chang, and Tang 2016; Tam, San os, and Oli ei a 2018),
mobile paymen (Cao e al., 2018; Dlodlo, 2014) and mobile comme ce
(Ma inko ić e al., 2020). The e o e, sa is ac ion as a complemen a y
a iable o UTAUT and ECM has been p oposed in he ollowing
hypo hesis:
H14: Sa is ac ion (SA) posi i ely a ec s con inuance in en ion (CI) o
using mobile paymen du ing he COVID-19 pandemic.
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4.2.4. Resea ch model
Acco ding o p e ious li e a u e and he p oposed hypo heses, he
esea ch model in eg a es a iables om UTAUT, ECM and he Task-
Technology Fi model and p esen s he hypo heses pa hs in Figu e 4.1.
Figu e 4.1. Resea ch model
4.3. Me hodology
4.3.1. Ques ionnai e de elopmen
A ques ionnai e su ey was applied o collec da a o alida e he
concep ual model and examine he esea ch hypo heses. The
ques ionnai e consis ed o wo pa s. The i s pa concen a ed on he
demog aphic in o ma ion o esponden s using close-ended ques ions,
including gende , age, educa ion, occupa ion and equency o using
FDAs du ing he COVID-19 pandemic. The second pa comp ised o
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cons uc s and i ems e e ed om p e- alida ed li e a u e, consis ing o
32 measu emen i ems as indica o s o a iables, including pe o mance
expec ancy (PE), e o expec ancy (EE), social in luence (SI), us (TR),
pe cei ed ask- echnology i (TTF), con i ma ion (COF), sa is ac ion (SA)
and con inuance in en ion (CI) o using FDAs, and he scale i ems and
hei e e ences a e lis ed in Appendix B wi h Chinese ansla ion.
Acco ding o he la ge numbe o measu emen i ems, a i e-poin scale
appea s o be less con using and less ime consuming o pa icipan s o
inc ease he esponse a e (Babakus and Mangold, 1992; Bou an a,
2009). Thus, all indica o s co esponding o he su ey cons uc s we e
measu ed using a i e-poin Like scale, anging om s ongly disag ee =
"1" o s ongly ag ee = "5".
The main su ey a ge o his esea ch ocused on sma phone use s
who adop ed FDAs du ing he ongoing COVID-19 i us pe iod in China.
The ques ionnai e was ansla ed in o he Chinese language by a
p o essional ansla o o a oid he impac o cul u e and language
di e ences. The ques ionnai e was hen e e sely ansla ed in o English
o con i m he ansla ion equi alence. The ques ionnai e da a we e
collec ed h ough an online su ey and inqui y h ough Wecha (a
Chinese social media pla o m) o e a 3-week pe iod, om 23 Ma ch
2020 o 12 Ap il 2020.
4.3.2. Da a collec ion and demog aphic dis ibu ion
Du ing he da a collec ion pe iod, a o al o 900 ques ionnai es we e
dis ibu ed, and 713 da a we e collec ed on 13 Ap il 2020. A e
sc u inising he ques ionnai e and emo ing answe s wi h missing alues,
a o al numbe o 532 alid esponses we e accep ed, achie ing a inal
esponse a e o 59.1%. The alid da a we e mainly collec ed om he
Henan p o ince, which is he hi d-la ges popula ion p o ince, consis ing
o 6.9% o he o al popula ion in China. The sample dis ibu ion o he
male and emale esponden g oups was compa ed using he
Kolmogo o –Smi no (K–S) es , and no s a is ical di e ence be ween
hem was e i ied (Ryans, 1974), which indica es a sample wi h no
exis ing non- esponse bias. The demog aphic dis ibu ion o he sample
consis s o 49.62% male and 50.38% emale esponden s; he mos
signi ican p opo ion o age ange is be ween 21 o 30 wi h 53.57%,
which is in line wi h a epo om Chyxx (2019) ha he p opo ion o

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FDAs use s a e be ween 19 o 35 yea s o age was 73.9%; he e a e
71.80% pa icipan s wi h bachelo ’s o college deg ees because his
g oup is mo e ac i e on social media and achie e a high esponse a e.
Meanwhile, hei wo king and s udy p essu es accele a e hei expe ience
o o de ing ood h ough FDAs (DCCI, 2016); employee and s uden a e
he wo main g oups o esponden s wi h he pe cen ages o 43.05% and
31.58%, espec i ely; he e a e 45.68% o o al esponses using FDAs a
leas once e e y h ee days. The speci ic demog aphic dis ibu ion is
lis ed in Table 4.2.
Table 4.2. Demog aphic dis ibu ion o pa icipa es
Measu e
I em
N
%
Gende
Male
264
49.62%
Female
268
50.38%
Age
<21
158
29.70%
21-30
285
53.57%
31-40
62
11.65%
41-50
12
2.26%
>50
15
2.82%
Educa ion
High school and lowe
32
6.02%
Bachelo ’s o college
382
71.80%
Mas e ’s
107
20.11%
PhD and abo e
9
1.69%
o he
2
0.38%
Occupa ion
S uden
168
31.58%
Employee
229
43.05%
Public Se an
30
5.64%
Re i ee
10
1.88%
Unemployed
5
0.94%
F eelance
38
7.14%
O he
52
9.77%
Usage F equency
A leas 1 ime e e y 3 days
243
45.68%
A leas 1 ime pe 1 week
208
39.10%
A leas 1 ime e e y 2 weeks
66
12.41%
A leas 1 ime pe 1 mon h
11
2.07%
Ne e used du ing he pandemic
4
0.75%
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4.4. Da a analysis
The da a analysis ollowed he wo-s ep app oach by Ande son and
Ge bing (1988) by using SPSS 19 and AMOS 22 so wa e. The i s s ep
assessed he eliabili y and alidi y o he measu emen model. I was
ollowed by examining he s uc u al model and es ing he esea ch
hypo heses. The maximum likelihood app oach was implemen ed as he
model es ima ion me hod in his s udy.
4.4.1. Measu emen model
The eliabili y and alidi y o he measu emen model we e assessed by
explo a o y ac o analysis (EFA) ia SPSS and con i ma o y ac o
analysis (CFA) h ough AMOS. Cons uc eliabili y ep esen s he
in e nal consis ency o su ey i ems and was measu ed by C onbach's
alpha (CA). The esul s in Table 4.3 e eal ha all CAs a e in he ange o
0.848 o 0.888 and all exceed 0.70 (Nunnally and Be ns ein, 1994),
demons a ing eligible cons uc eliabili y. Fu he mo e, CFA is employed
o e alua e he con e gen and disc iminan alidi y o each dimension.
Speci ically, con e gen alidi y e e s o he high heo e ical co ela ions
o he scale i ems whe e a ac o 's loadings exceed 0.7 (Hensele e al.,
2014). Table 4.3 con i ms ha all he loadings a e quali ied.
Mo eo e , he complemen ed con e gen alidi y is assessed by
Composi e Reliabili y (CR) and A e age Va iance Ex ac ed (AVE)
c i e ia. The CR alue o 0.70 o abo e is deemed accep able, and an
AVE alue sugges ed highe han he h eshold o 0.5 (Fo nell and
La cke , 1981). As shown in Table 4.3, he CR alues o all a iables
ange om 0.838 o 0.889. All cons uc s ha e AVE alues in he ange o
0.582 o 0.666. Thus, he con e gen alidi y o he measu emen model
has been con i med.
In addi ion, disc iminan alidi y is de ined as he ex en o which he
indica o does no e lec o he a iables (Lee e al., 2007). The squa e
oo o he AVE o each la en cons uc should be highe han any wo
pai s o i s in e -cons uc co ela ion o con i m he disc iminan alidi y.
Meanwhile, he alues o he a e age a iance ex ac ed (AVE) o each
a iable should be g ea e han i s maximum sha ed squa ed a iance
(MSV) (Hai e al., 2010). The esul s o he a iables' MSV and squa e
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Doc o al P og amme in In o ma ion Managemen
oo s o AVE and co ela ions shown in Table 4.4 con i m he
measu emen model's quali ied con e gen alidi y and disc iminan
alidi y.
Mo eo e , he model- i was examined by he ollowing measu es: he
a io o chi-squa e o deg ees-o - eedom (X²/ d ), compa a i e i index
(CFI), he goodness o i index (GFI), adjus ed goodness-o - i index
(AGFI), no malised i index (NFI), Tucke -Lewis index (TLI), oo mean
squa e e o o app oxima ion (RMSEA) and s anda dised oo mean
squa e esidual (SRMR). All he model- i indices o measu emen model
(X²/ d =1.207, CFI=0.992, GFI=0.942, AGFI=0.929 NFI=0.953, TLI=0.990,
RMSEA=0.020, SRMR=0.240) espec i ely exceed he common
accep ance le els (shown in Table 4.5), which demons a es a
easonable i ness o he measu emen model.
Fu he , his s udy implemen ed wo es s o examine he po en ial
common me hod bias. Fi s , Ha man's one- ac o es (Podsako e al.,
2003) was conduc ed by implemen ing EFA in SPSS. The esul s p esen
ha he la ges a iance explained by indi idual ac o s is 44% (< 50%).
The e o e, he esul con i ms ha none o he ac o s can indi idually
explain he majo i y o he a iance. Second, a CFA was applied o
assess he i ness o a single- ac o model (all i ems as he indica o s o
one ac o ) (Malho a e al., 2006). The esul s o model- i p esen a poo
i ness ( ²/d = 6.449(>3), CFI = 0.764 (<0.9), GFI = 0.668 (<0.9), AGFI =
0.622 (<0.9), NFI = 0733 (<0.9), TLI = 0.765 (<0.9), RMSEA = 0.101
(>0.08), SRMS=0.0713 (>0.05)). The e o e, bo h es s con i m ha no
common me hod bias appea ed in his s udy.
Table 4.3. The ac o loadings, C onbach's alphas (CA), Composi e Reliabili y (CR) and
A e age Va iance Ex ac ed (AVE)
Va iables
I ems
Loading
CA
CR
AVE
Pe o mance expec ancy (PE)
PE1
0.84
0.881
0.838
0.634
PE2
0.832
PE3
0.784
PE4
0.771
E o expec ance (EE)
EE1
0.845
0.883
0.883
0.654
EE2
0.845
EE3
0.771
EE4
0.77
Social in luence (SI)
SI1
0.807
0.860
0.862
0.609
SI2
0.77
SI3
0.732
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Doc o al P og amme in In o ma ion Managemen
SI4
0.81
T us (TR)
TR1
0.737
0.852
0.852
0.591
TR2
0.788
TR3
0.762
TR4
0.787
Pe cei ed ask- echnology i (TTF)
TTF1
0.824
0.880
0.880
0.647
TTF2
0.801
TTF3
0.796
TTF4
0.797
Con i ma ion (COF)
COF1
0.78
0.848
0.848
0.582
COF3
0.769
COF2
0.76
COF4
0.741
Sa is ac ion (SA)
SA1
0.808
0.848
0.850
0.586
SA2
0.777
SA3
0.719
SA4
0.755
Con inuance in en ion (CI)
CI1
0.842
0.888
0.889
0.666
CI2
0.82
CI3
0.814
CI4
0.788
Table 4.4. Desc ip i e s a is ics and co ela ion among cons uc s.
MSV
CI
PE
EE
SI
TR
TTF
COF
SA
CI
0.610
0.816
PE
0.612
0.781
0.796
EE
0.429
0.421
0.544
0.809
SI
0.551
0.697
0.666
0.622
0.780
TR
0.575
0.758
0.700
0.549
0.742
0.769
TTF
0.612
0.781
0.782
0.530
0.642
0.699
0.805
COF
0.575
0.625
0.709
0.655
0.677
0.671
0.658
0.921
SA
0.581
0.762
0.726
0.587
0.699
0.714
0.659
0.758
0.765
Table 4.5. Models i indices o he measu emen model and s uc u al model
X²/ DF
CFI
GFI
AGFI
NFI
TLI
RMSEA
SRMR
RECOMMEND VALUE
<3
>0.9
>0.9
>0.9
>0.9
>0.9
<0.08
<0.05
MEASUREMENT MODEL
1.207
0.992
0.942
0.0.929
0.953
0.990
0.020
0.0240
STRUCTURAL MODEL
1.235
0.990
0.940
0.9228
0.952
0.989
0.021
0.0265
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Doc o al P og amme in In o ma ion Managemen
e icien pa e n o explain use s’ con inuance usage in en ions o
echnologies in a ious con ex s.
Mo eo e , ou main p ac ical implica ions ha e been demons a ed in
his s udy. Fi s , he cu en esea ch enhances he exis ing knowledge
and bene i s o FDAs, especially in he eme gency COVID-19 pandemic
con ex . The esul s indica e ha he bene i s o he con ac less deli e y
unc ion o FDAs o mula e use s' pe cep ions and beha iou , oge he
wi h echnological and men al ac o s join ly a ec ing use s' in en ion o
use FDAs in China con inuingly unde he COVID-19 pandemic condi ion.
Second, his s udy suppo s FDAs p o ide s and ca e ing business
owne s wi h a undamen al unde s anding o cus ome 's con inuance
in en ion as d i en by sa is ac ion, pe cei ed ask- echnology i , us ,
pe o mance expec ancy, con i ma ion and social in luence. No ably,
sa is ac ion, as he mos signi ican de e minan o cus ome s’
con inuance usage in en ion, has signi ican ly been de e mined by hei
men al and echnological pe cep ion.
Meanwhile, he sense o he i ness be ween a echnology's ea u es and
use s’ equi emen s also plays an essen ial ole o o mula e cus ome s’
pe cep ions and beha iou . Consequen ly, ele an s akeholde s should
ocus on aking ad an age o he echnology's pa icula cha ac e is ic o
unc ion and main aining se ice quali y, eliabili y, and e iciency o
op imise use s’ expe ience and achie e highe cus ome s’ sa is ac ion,
he eby inc easing con inuance accep ance among hei a ge popula ion
pa icula si ua ion and u u e de elopmen . Thi d, his s udy could be
aluable o s a -up companies, policymake s, go e nmen bodies, and
p i a e se ice p o ide s in e es ed in he ca e ing indus y. FDAs ha e
become inc easingly popula and g adually use ul pla o ms o he
su i al o he oodse ice indus y in a pa icula eme gency ( he
COVID-19 pandemic), as well as con inuously de eloping a e c ises.
This popula i y is de e mined by cus ome s' inc easing willingness o
enjoy ood a home as well as sel -p o ec ion du ing he pandemic pe iod,
which has also o mula ed new consump ion habi s o con inuance
usage. Finally, he indings o his s udy could be applied as e e ences
o o he online- o-o line se ice indus ies, such as online eal es a e
se ices and he online hospi ali y indus y. Rele an businesses could
u ilise he indings om his s udy o de elop app op ia e s a egies by
in eg a ing speci ic echnology ea u es wi h cus ome s' echnological and

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men al pe cep ions o expanding hei ma ke and building a be e
sus ainable cus ome base no only in c ises si ua ions bu also o u u e
de elopmen .
4.7. Limi a ions and u u e esea ch
This sec ion summa ises h ee main limi a ions o he cu en s udy and
p o ides ele an ecommenda ions o u u e esea ch. Fi s , his s udy
mainly ocuses on use s o FDAs in China, and he esul s o his s udy
may no be gene alisable o di e en cul u es, egions and coun ies.
The e o e, u u e esea ch is ecommended o pay a en ion o di e en
egions o coun ies. Mo eo e , compa isons ac oss cul u es a e also
highly encou aged. Second, his s udy only conduc s a sho - e m
e lec ion o use s' pe cep ion owa ds con inuance usage in en ion o
FDAs, especially in a pa icula si ua ion ( he COVID-19 pandemic
con ex ). Acco ding o he spa io- empo al dynamics o an indi idual's
beha iou and in en ion, u u e esea ch can apply longi udinal and
expe imen al me hods o explo e use s' pe cep ions in di e en si ua ions,
in es iga e causali y o e ime, and make compa isons o mo e
comp ehensi ely explain use s' con inuance usage in en ions o
echnology. Thi d, he cu en s udy does no dis inguish he di e en
FDA pla o ms such as Ele.me, Mei uan waimai, Baidu Waimai, and Ube
ea s. Meanwhile, he s udy ocuses on he cus ome s' pe spec i es
owa ds FDAs only. Consequen ly, he esea ch model can be
gene alised o dis inguish he di e en FDA pla o ms, di e en
s akeholde s, e.g., business owne s, se ice p o ide s, and o he
con ex s o he online- o-o line se ice indus y, such as online eal
es a e pla o ms and online- o-o line hospi ali y se ices.
4.8. Conclusion
In conclusion, a he nascen s age o FDA de elopmen , an inc easing
numbe o schola s ha e ocused hei a en ion on he ela ed ield. This
s udy applies an empi ical s udy wi h a high explana o y powe o
examining ac o s a ec ing use s' con inuance usage in en ion o FDAs
du ing he COVID-19 pandemic, which signi ican ly con ibu es o he
li e a u e o con inuance adop ion o in o ma ion echnology. Fu he mo e,
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Doc o al P og amme in In o ma ion Managemen
he cu en s udy p oposed a comp ehensi e model in eg a ing UTAUT,
ECM and he Task-Technology Fi model and in es iga ed 532 FDA
use s in China by a quan i a i e esea ch me hod. The esea ch model
consis s o se en ac o s, pe o mance expec ancy, e o expec ancy,
social in luence, us , pe cei ed ask- echnology i con i ma ion and
sa is ac ion, o explo e he de e mina o s o use s' con inuance in en ion
o using FDAs du ing he COVID-19 pandemic. The measu emen model
demons a es good cons uc eliabili y and su icien con e gen and
di e gen alidi y. This s udy concludes ha cus ome s' con inuance
in en ion o using FDAs du ing he COVID-19 pandemic is no only
signi ican ly de e mined by sa is ac ion bu also d ama ically in luenced
by pe cei ed ask- echnology i , us , pe o mance expec ancy, and
social in luence. Mo eo e , i is necessa y o emphasise ha use -
pe cei ed ask- echnology i plays a c ucial ole o o mula e use s’
echnological and men al pe cep ions when he echnology’ cha ac e is ic
is bene icial o a speci ic si ua ion. Howe e , his s udy does no ind
s ong associa ions be ween e o expec ancy wi h o he a iables
(pe o mance expec ancy, sa is ac ion and con inuance in en ion). In
addi ion, his s udy con ibu es wi h a ious heo e ical and p ac ical
implica ions. The pe cei ed ask- echnology i is an essen ial an eceden
o UTAUT, which associa es ECM o complemen a ily explain use s’
echnological and men al pe cep ions de e mining hei con inuance
usage in en ion. Rele an esea che s and s akeholde s should combine
pa icula echnology ea u es wi h use s' echnological and men al
pe cep ions o analyse and unde s and use s' beha iou and con inuance
in en ion in a speci ic si ua ion in eg ally.
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5. Chap e 5 - A comp ehensi e model in eg a ing
UTAUT and ECM wi h espoused cul u al alues
o in es iga ing use s’ con inuance in en ion o
using mobile paymen
5.1. In oduc ion
Mobile paymen (M-paymen ), as a bu geoning paymen me hod, has
d ama ically inc eased in ecen yea s, and i has been es ima ed o
inc ease o 29.6% o he global poin o sale in 2023 (Wo ldpay, 2020).
Acco dingly, sma phone use s’ consump ion habi s ha e signi ican ly
changed. The de e minan s o use s’ beha iou s on M-paymen s a e
aluable o ele an s akeholde s comp ehensi ely unde s anding use s’
expec a ions and beha iou , which had been a ac ed many p e ious
s udies o explain use s’ beha iou al in en ion on using M-paymen s (Di
Pie o e al., 2015; Cao and Niu, 2019) by applying a ious adop ion
models (e.g., Technology Accep ance Model (TAM), Di usion o
Inno a ion Model (DOI), Uni ied Theo y o Accep ance and Use o
Technology (UTAUT), e c.). Howe e , a limi ed numbe o esea che s
ha e ocused on use s’ con inuance in en ion o using M-paymen s unde
cul u al mode a o s’ e ec . Cul u al alue, as a p edic o and a
mode a o , pe o mances as c ucial in o ma ion a ec ing consume
decisions, made by shaping pe cep ions and p e e ences o p oduc s,
se ices and inno a ions on heo e ical and p ac ical aspec s o
echnology adop ion (Ho s ede, 1984; Lu, Wei, Yu, and Liu, 2017; C uz-
Cá denas e al., 2019). Mo eo e , cul u al alues consis o he ollowing
dimensions, collec i ism/indi idualism, masculini y/ eminini y, powe
dis ance, unce ain y a oidance, and long- e m o ien a ion (Ho s ede,
1984). Acco ding o he upda ed in o ma ion p o ided by Ho s ede
Insigh s wi h a 100-poin scale, di e en coun ies p esen di e en
cul u al alues. Fo example, he powe dis ance sco e in China is 80,
indi idualism-collec i ism is 20, masculini y is 66, unce ain y a oidance
is 30, and Long- e m o ien a ion is 87; he powe dis ance sco e in
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Po ugal is 63, indi idualism-collec i ism is 27, masculini y is 31,
unce ain y a oidance is 99, and Long- e m o ien a ion is 28.
Fu he mo e, adi ional adop ion models (e.g., TAM and UTAUT)
e alua e use s’ in en ion de e mined by echnological pe cep ions wi h
ob ious limi a ion o in luence om use s’ men al pe cep ion (Venka esh
e al., 2011). Meanwhile, he Expec ancy Con i ma ion Model (ECM)
e icien ly explains use s’ men al expec a ions by con i ming and
sa is ying hei con inuance in en ion o use echnology (Bha ache jee,
2001). The e o e, his s udy aims o de elop a heo e ical amewo k by
in eg a ing UTAUT and ECM wi h Ho s ede’s cul u al alue o explain
use s’ con inuance in en ion o using M-paymen . The pape is s uc u ed
in sec ions as ollows: li e a u e e iew, de elopmen o hypo heses and
p oposed model; subsequen ly, u u e esea ch; and conclusion.
5.2. Theo e ical backg ounds
5.2.1. Con inuance usage o mobile paymen
M-paymen , as a con ac less inancial ansac ion me hod o paying
goods, se ices, and bills by mobile de ices, became a new business
clima e. The wide adop ion o M-paymen s acili a es inancial
ansac ions anywhe e, any ime and o anyone (Di Pie o e al., 2015).
Mos p e ious s udies gene ally ocused on M-paymen s ini ial adop ion
(Di Pie o e al., 2015; Cao and Niu, 2019; Kai awa n, 2015; Liébana-
Cabanillas e al., 2018), he e a e a limi ed numbe o s udies
concen a ed on con inuance usage in en ion o M-paymen . This pape
summa ises p io s udies ela ed o he con inuance in en ion o using
mobile echnology in Table 5.1 wi h ele an heo e ical amewo ks and
a iables. Speci ically, i can be summa ised ha UTAUT is an
inc easingly p ima y heo e ical model o explo ing use s’ con inuance
in en ion o using mobile echnology.
Mo eo e , pe o mance expec ancy, social in luence, us and
sa is ac ion a e he mos signi ican p edic o s. Howe e , he e ec o
cul u al alues has been igno ed by mos p e ious s udies. The e o e, i
is necessa y o inco po a e cul u al alues o explain use s’ con inuance
in en ion on M-paymen s.
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Table 5.1. Re iew o p e ious li e a u e ela ed o con inuance in en ion on mobile
echnologies
S udies
Theo e ical amewo ks
Va iables
Zhou, 2013
IS success model
Sys em quali y, in o ma ion quali y, se ice quali y, us , low and
sa is ac ion
Dlodlo, 2014
IS success model
Sys em quali y, us , and sa is ac ion
Lu e al., 2017
ECM
Social in luence, p i acy, mobili y, p i acy p o ec ion, mobili y,
use ulness and sa is ac ion
Zhu e al., 2017
Elabo a ion Likelihood
Model
Sou ce c edibili y, pe cei ed use ulness, pe cei ed in eg a ion, us ,
compe i o s’ ma ke ing e o s, and subjec i e no m
Shao e al., 2018
DOI
Mobili y, cus omisa ion, secu i y, epu a ion, us and pe cei ed isk
Liébana-Cabanillas e
al., 2018)
UTAUT; TAM; DOI
Con enience, social alue, pe cei ed us , sa is ac ion, se ice quali y,
e o expec ancy and pe cei ed isk
(Chopda and
Si akuma , 2019
UTAUT2
Pe o mance expec ancy, e o expec ancy, social in luence,
acili a ing condi ions, hedonic mo i a ion, p ice alue, habi and
pe cei ed isk
Ma inko ić e al., 2020
UTAUT
Pe o mance expec ancy, e o expec ancy, social in luence, pe cei ed
compa ibili y, cus ome in ol emen , epis emic alue, compe i i e
alue, us and sa is ac ion
5.2.2. Uni ied Theo y o Accep ance and Use o Technology
(UTAUT)
The UTAUT is an ex ension o he TAM model and inco po a ed by ou
undamen al de e minan s: pe o mance expec ancy, e o expec ancy,
social in luences, and acili a ing condi ions (Venka esh e al., 2003).
The ein o, pe o mance expec a ion, e o expec a ion and social
in luence ha e he mos signi ican e ec on M-paymen adop ion
(Liébana-Cabanillas e al., 2018). Mo eo e , UTAUT can be ex ended
wi h addi ional a iables o in es iga e mobile echnology adop ion
(Kai awa n, 2015). Fu he mo e, UTAUT has been in eg a ed wi h o he
models o e alua e use s’ beha iou al in en ion (Di Pie o e al., 2015;
Liébana-Cabanillas e al., 2018). In addi ion, UTAUT also has been
implemen ed o analyse use s’ con inuance in en ion o using echnology
(Liébana-Cabanillas e al., 2018). Fo example, he UTAUT model
in eg a es wi h pe cei ed us and sa is ac ion o e alua e cus ome s’
con inuance in en ion o using M-comme ce (Ma inko ić e al., 2020).
5.2.3. Expec ancy Con i ma ion Model (ECM)
The Expec ancy Con i ma ion Model (ECM) is oo ed in he expec a ion–
con i ma ion heo y (Oli e , 1980) o explain use s’ sa is ac ion and
con inuance beha iou o in o ma ion sys ems by h ee dimensions,

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pe o mance expec ancy, con i ma ion and sa is ac ion (Bha ache jee,
2001). ECM has been widely applied wi h addi ional a iables o explain
use s’ con inuance in en ion o using mobile echnology. Fo example,
ECM has been modi ied wi h us and p o ed ha sa is ac ion and us
signi ican ly a ec he con inuance in en ion o mobile shopping (Hung e
al., 2012). Meanwhile, ECM also has been in eg a ed wi h o he adop ion
models o in es iga e IS con inuance in en ion (Yuan e al., 2016). Fo
example, combining ECM wi h TAM o in es iga e mobile echnology
con inua ion (Shang and Wu, 2017; Alshu ideh e al., 2020). In addi ion,
ECM also can be combined wi h espoused cul u al alue o analyse he
ac o s a ec ing con inuance in en ion o M-paymen (Lu e al., 2017).
5.2.4. Ho s ede’s cul u al alues
Ho s ede de ines cul u e as “ he collec i e p og amming o he mind
which dis inguishes he membe s o one human g oup om ano he ”
(Ho s ede, 1980). Cul u al alues embody he deg ee o which people
emb ace hei na ional cul u e's us , alues, and beha iou s (Apa icio e
al., 2016). Mo eo e , cul u al alues ha e been applied as mode a o s in
a ious adop ion models o in es iga ing beha iou al in en ion o
echnology accep ance (S i e and Ka ahanna, 2006). Bap is a and
Oli ei a (2015) combined cul u al mode a o s wi h UTAUT2 and ound
ha collec i ism, unce ain y a oidance, sho e m, and powe dis ance
ha e signi ican mode a ing e ec s on mobile banking adop ion. Apa icio
e al. (2016) in eg a ed TAM and IS success model wi h he
indi idualism/collec i ism mode a o o in es iga e e-lea ning sys em
adop ion; Tam and Oli ei a (2019) in eg a ed cul u al mode a o s wi h he
TTF model o explain use s’ pe o mance o mobile banking.
Fu he mo e, cul u al mode a o s also ha e been applied in adop ion
models o explain use s’ con inuance in en ion o mobile echnologies (Lu
e al., 2017; Chopda and Si akuma , 2019).
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Doc o al P og amme in In o ma ion Managemen
5.3. p oposed hypo heses and esea ch model
5.3.1. Re isi ing UTAUT and ECM
5.3.1.1. Pe o mance expec ancy (PE)
Pe o mance expec ancy (PE) is de ined as he deg ee o which he
use s belie e using a pa icula echnology will acili a e hei
pe o mance in a ce ain ac i i y (Venka esh e al., 2003). PE as an
impo an ac o signi ican ly de e mines a use ’s con inuance in en ion.
The highe u ili y use s pe cei e om using an M-paymen sys em, he
g ea e con inuance usage in en ion (Chopda and Si akuma , 2019;
Yuan e al., 2016). Mo eo e , PE has also been alida ed o ha e a
signi ican e ec on sa is ac ion owa ds con inuance usage in en ion o
mobile echnologies (Tam and Oli ei a, 2019), like mobile banking (Yuan
e al., 2016; Susan o e al., 2016); mobile comme ce (Ma inko ić e al.,
2020). The e o e, he ollowing hypo heses a e p oposed:
H1: Pe o mance expec ancy (PE) posi i ely a ec s con inuance in en ion
(CI) o using M-paymen s.
H2: Pe o mance expec ancy (PE) posi i ely a ec s sa is ac ion (SA)
owa ds con inuously using M-paymen s.
5.3.1.2. E o expec ancy (EE)
E o expec ancy is de ined as he deg ee o ease associa ed wi h use s’
u ilisa ion o a ce ain echnology (Venka esh e al., 2003). This aspec
means pe cei ed ease associa ed wi h using a mobile echnology leads
use s’ o a highe in en ion o con inuously use i (Venka esh e al., 2011;
Ma inko ić e al., 2020). Howe e , some s udies ound ha EE has no
signi ican e ec on con inuance in en ion owa ds mobile echnology,
such as mobile banking (Yuan e al., 2016) and mobile shopping
applica ions (Chopda and Si akuma , 2019). Fu he mo e, EE is a
signi ican p edic o a ec ing pe o mance expec ancy and sa is ac ion on
echnology con inuance usage (Kim and Malho a, 2005). Simila esul s
ha e been con i med on mobile echnology, like mobile banking (Yuan e
al., 2016), mobile comme ce (Ma inko ić e al., 2020) and mobile
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Doc o al P og amme in In o ma ion Managemen
shopping (Shang and Wu, 2017). The e o e, his s udy p oposes he
ollowing hypo heses:
H3: E o expec ancy (EE) posi i ely a ec s con inuance in en ion (CI) o
using M-paymen s.
H4: E o expec ancy (EE) posi i ely a ec s Pe o mance expec ancy
(PE) owa ds con inuously using M-paymen s.
H5: E o expec ancy (EE) posi i ely a ec s sa is ac ion (SA) owa ds
con inuously using M-paymen s.
5.3.1.3. Social In luence (SI)
Social in luence (SI) is de ined as he deg ee ha use s pe cei e om
o he s (e.g., amilies, iends and colleagues) o encou age ha hey
should use a ce ain echnology (Venka esh e al., 2003). SI has a
signi ican posi i e impac on con inuance in en ion o use mobile
echnologies (Zhu e al., 2017), such as mobile shopping apps (Chopda
and Si akuma , 2019). Mo eo e , SI also a ec s sa is ac ion owa ds
mobile echnology con inuance in en ion (Ma inko ić e al., 2020).
Likewise, SI has been con i med o ha e bo h a signi ican e ec on
use s’ sa is ac ion and con inuance usage in en ion o mobile echnology
(Hsiao e al., 2016). The e o e, he ollowing hypo heses a e p oposed:
H6: Social in luence (SI) posi i ely a ec s con inuance in en ion (CI) o
using M-paymen s.
H7: Social in luence (SI) posi i ely a ec s sa is ac ion (SA) owa ds
con inuously using M-paymen s.
5.3.1.4. T us (TR)
T us (TR) o igina es om social psychology, as a s a e o indi idual
pe cei ed unce ain ulne abili y om o he s, subsequen ly
concep ualised as a ai h ega ding he in en ions and p ospec i e ac ions
will ollow he app op ia e beha iou o in eg i y and abili y (Ge en, 2000).
Speci ically, he highe us wo hiness use s pe cei ed om M-paymen
sys ems, he highe he con inuance in en ion owa ds using hem (Zhou,
2013; Shao e al., 2018). T us is posi i ely associa ed wi h he
con inuance usage o M-pu chases (Gao e al., 2015). Fu he mo e, us
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Doc o al P og amme in In o ma ion Managemen
also s ongly ela es o he cons uc o sa is ac ion (Sha ma and Sha ma,
2019). Pe cei ed us has been demons a ed o signi ican ly in luence
sa is ac ion on con inuance usage o M-paymen (Dlodlo, 2014), as well
as mobile banking (Liébana-Cabanillas e al., 2016), mobile websi es
(Zhou, 2011a) and mobile comme ce (Ja enpaa e al., 2003).
Acco dingly, his s udy o mula es he ollowing hypo heses:
H8: T us (TR) posi i ely a ec s con inuance in en ion (CI) o using M-
paymen s.
H9: T us (TR) posi i ely a ec s sa is ac ion (SA) owa ds con inuously
using M-paymen s.
5.3.1.5. Con i ma ion (COF)
Con i ma ion (COF) is de ined as he deg ee o use s’ pe cep ion o an
in o ma ion sys em is cong uen wi h hei p io expec a ions and ac ual
pe o mance (Bha ache jee, 2001). This s udy de ines ha con i ma ion
is he deg ee o use s’ con i ma ion o hei ini ial expec a ions o M-
paymen sys ems. Con i ma ion is a signi ican p edic o de e mining
pe o mance expec ancy and sa is ac ion (Bha ache jee, 2001).
Speci ically, hese esul s ha e been e i ied by p e ious s udies ela ed
o con inuance usage in en ion o a ious echnologies, such as web-
based se ices (Lee and Kwon, 2011), mobile banking (Yuan e al.,
2016), and mobile lea ning sys ems (Alshu ideh e al., 2020). The e o e,
he ollowing hypo heses a e p oposed:
H10: Con i ma ion (COF) posi i ely a ec s sa is ac ion (SA) owa ds
con inuously using M-paymen s.
H11: Con i ma ion (COF) posi i ely a ec s Pe o mance expec ancy (PE)
owa ds con inuously using M-paymen s.
5.3.1.6. Sa is ac ion (SA)
Sa is ac ion (SA) is de ined as cumula i e eelings when indi idual p io
emo ion is coupled wi h su ounding discon i med expec a ions (Oli e ,
1980). I pe cei ed se ice pe o mance exceeds he use s’ expec a ions,
he use will be sa is ied, leading o posi i e ac ions owa ds con inuance
usage o M-paymen s (Dlodlo, 2014). Mo eo e , p e ious s udies ha e
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6. Chap e 6 - Theo e ical De elopmen : Ex ending
he Flow Theo y wi h Va iables om he
UTAUT2 Model
6.1. In oduc ion
Wi h he signi ican de elopmen o in o ma ion echnology, he global
business clima e has changed d ama ically om adi ional social
comme ce o online comme ce owa ds mobile comme ce in ecen wo
decades. Examples o his bu geoning phenomenon a e ha Mobile
paymen echnology has been widely adop ed in a ious indus ies
(Mo osan and DeF anco, 2016; Hossain and Zhou, 2018; Oli ei a e al.
2016); ca e ing se ice has ans o med om adi ional ea -in o online-
o-o line o de and deli e y se ice (Zhao and Bacao, 2020); and
adi ional b ick-and-mo a shopping has de eloped o online shopping
owa ds li e-s eaming shopping (Wongki ung ueng and Assa u , 2018).
Cus ome s’ consump ion habi s ha e changed by inc easingly in e ac ing
wi h in o ma ion echnology (Zhao and Bacao, 2020). Thus, in es iga ing
he an eceden s de e mining use s’ adop ion in en ion o in o ma ion
echnologies is becoming p og essi ely c ucial o ele an business
s akeholde s o ex end ma ke s and manage business s a egy. A a ie y
o p io wo ks o li e a u e ha e in es iga ed he ac o s in luencing
cus ome s’ in en ion o using in o ma ion echnology in a ious con ex s
(Mo osan and DeF anco, 2016; Hossain and Zhou, 2018; Zhao and
Bacao, 2020; Wongki ung ueng and Assa u , 2018). Howe e , p e ious
s udies unila e ally analysed use s’ adop ion in en ion om echnological
pe cep ions o men al expec a ions, espec i ely (Wongki ung ueng and
Assa u , 2018; Venka esh e al., 2012).
Mo eo e , se e al s udies in ol ed pe cei ed low in o adop ion models
as a media ing a iable o illus a e cus ome s’ men al cogni ion o
connec he pe cep ions and beha iou al in en ion (Hossain and Zhou,
2018; Chen and Lin, 2018). The e o e, he cu en s udy aims o de elop
he Flow heo y by in eg a ing he a iables om he e ised Uni ied

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Theo y o Accep ance and Use o Technology 2 (UTAUT2) model as
echnological pe cep ions (Venka esh e al. 2012), in u n o mula ing
cus ome s’ men al cogni ion and concen a ion (including low and
sa is ac ion) (Csikszen mihalyi, 1975; Pe ei ai e al., 2016), owa ds
de e mining adop ion in en ion. The p oposed model is applied o
in es iga e cus ome s’ beha iou om pe cep i e de e minan s o
a ec i e engagemen owa ds in en ional eac ion on new in o ma ion
echnology adop ion.
In addi ion, in o de o comp ehensi ely unde s and use s’ adop ion
in en ion, he ollowing sec ions a e add essed in his s udy o de elop
he heo e ical amewo k: sec ion wo includes e iewing o heo e ical
backg ound; sec ion h ee and sec ion ou con ains hypo heses and
model de elopmen ; sec ion i e p oposes a u u e esea ch
demons a ion; sec ion six demons a es he conclusion and
con ibu ions.
6.2. Theo e ical backg ounds
6.2.1. Flow heo y
Csikszen mihalyi (1975) ini ially p oposed he Flow heo y o explaining
he pa icula men al s a e o people. Flow e lec s he le el o
concen a ion engaged in a ce ain ac i i y, which is in luenced by a loss
o sel -awa eness, in e nal enjoymen , human-machine, and sel -
ein o cemen o il e ou o he un ela ed pe cep ions (Csikszen mihalyi,
1975). When use s apply a speci ic in o ma ion echnology, he low s a e
ep esen s hei holis ic eeling o o al in ol emen and imme si e
expe ience, which is in luenced by he pe cep ions o he echnology’s
ea u es and sense o in e ac ing wi h a machine (Hossain and Zhou,
2018). Meanwhile, low is alida ed as signi ican ly o mula ing use s’
engagemen in using in o ma ion echnology in di e en con ex s, e.g.,
mobile paymen sys ems (Zhou, 2013; Gao e al., 2015) and li e
s eaming applica ions (Chen and Lin, 2018). Fu he mo e, low heo y
has been modi ied in p io li e a u e by inco po a ing di e en heo e ical
amewo ks o in es iga e in o ma ion echnology adop ion om he
use s’ dimension. Examples o his include in eg a ing wi h he IS
success model o in es iga e cus ome s’ usage in en ion o mobile
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paymen s (Zhou, 2013); combining wi h TAM o explain use s’ adop ion
in en ion o online games (Kim e al., 2013); and coo dina ing wi h he
s imulus-o ganism- esponse amewo k o examine consume s’ pu chase
in en ion o mobile paymen (Hossain and Zhou, 2018). Whe ein, low
plays a ole as a media ing a iable, e lec ing use s’ pe cep ions o
echnological ea u es and, in u n, de e mining use s’ men al cogni ion
and emo ion owa ds o mula ing psychological eac ion o ac ual
beha iou , such as adop ion in en ion, con inuance usage (Zhou, 2013;
Gao e al., 2015; Chen and Lin, 2018; Hossain and Zhou, 2018).
Acco dingly, his s udy de ines low as he men al cogni ion and a ec ion
s a e o cus ome s eng ossed in using in o ma ion echnology ha is no
easily dis u bed by he ou side wo ld, and i con ains he media ing e ec
ha esponds o use s’ echnological pe cep ions, e lec ing use s ’men al
cogni ion owa ds de e mines use s’ adop ion in en ion.
6.2.2. Uni ied Theo y o Accep ance and Use o Technology 2
UTAUT2 e lec s social cogni ion heo y, designed by Venka esh, Thong
and Xu (2012) as an ad anced e sion o UTAUT o p edic use s’
adop ion in en ion o in o ma ion echnology (Venka esh e al. 2012).
Mo eo e , he UTAUT2 model can be e ised by ex ending o sub ac ing
a iables o analyse use s’ adop ion in en ion o in o ma ion echnology in
a pa icula si ua ion app op ia ely, such as excluding p ice alue and
adding p i acy o in es iga e mobile paymen adop ion (Mo osan and
DeF anco, 2016) o adding cul u al mode a o s o p edic mobile banking
adop ion (Bap is a and Oli ei a, 2015). Mo eo e , he UTAUT2 model has
been e ised by in eg a ing wi h o he heo e ical models o analyse he
an eceden s o in o ma ion echnology adop ion comp ehensi ely. Fo
example, in eg a ing wi h Di usion o Inno a ion models o in es iga e
mobile paymen adop ion (Oli ei a e al. 2016); coope a ing wi h
Expec ancy Con i ma ion Model and Task-Technology i model o
explain ood deli e y apps adop ion (Zhao and Bacao, 2020). The e o e,
he majo i y o use s’ echnological pe cep ions can be e lec ed by he
a iables o he UTAUT2 model, as he ex ension o Flow heo y wi h
syn he ical de e minan s, o o mula e use s’ adop ion in en ion o
in o ma ion echnology.
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6.3. Hypo heses de elopmen
6.3.1. Independen a iables om UTAUT2
Pe o mance expec ancy (PE)
PE e e s o use s’ pe cei ed use ulness when using a pa icula
echnology, which can imp o e hei pe o mance in a ce ain ac i i y
(Venka esh e al., 2012). When se ice p o ided om ele an
in o ma ion echnology mee s use s’ expec a ions, hey will end o adop
i , which has been e i ied in a ious con ex s, like mobile banking (Yuan
e al., 2016), mobile paymen (Di Pie o e al., 2015) and mobile in e ne
(Venka esh e al. 2012). Thus, PE o mula es cus ome s’ men al
cogni ion wi h a posi i e a i ude o u ilisablili y. Hossain and Zhou (2018)
alida ed ha when cus ome s eel a ce ain echnology can inc ease he
e iciency o a pa icula ac i i y, hey will eel mo e engaged in using ha
echnology (Hossain and Zhou, 2018). Mo eo e , as an a ec i e
expec a ion, sa is ac ion is pa ially concep ualised when use s a e
sa is ied wi h he pe o mance o he se ice p o ided by he in o ma ion
echnology (Ma inko ić e al., 2020). The e o e, PE signi ican ly
de e mines cus ome s’ sa is ac ion when adop ing a new echnology
(Yuan e al., 2016; Ma inko ić e al., 2020). Consequen ly, wo
hypo heses a e o mula ed as ollows:
H1: The e ec o PE posi i ely a ec s low on in o ma ion echnology
adop ion.
H2: The e ec o PE posi i ely a ec s sa is ac ion on in o ma ion
echnology adop ion.
E o expec ancy (EE)
The de ini ion o EE is he deg ee o use s’ pe cei ed easiness when hey
pa icipa e in a pa icula in o ma ion echnology usage (Venka esh e al.,
2012). When use s’ pe cei e a echnology has an unde s andable
in e ace, ope a ing sys em, and accessible se ice, hey will o mula e a
posi i e a i ude o use he new in o ma ion echnology. This ac o means
ha use s’ psychological cogni ion is o mula ed by pe cei ed ease o he
ele an echnology, which can be summa ised ha cus ome s’ pe cei ed
low is posi i ely in luenced by EE (Hossain and Zhou, 2018; Kim e al.,
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2013). Mo eo e , EE has also been p o en o posi i ely in luence PE
when use s end o adop new in o ma ion echnologies (Di Pie o e al.,
2015; Yuan e al., 2016). In addi ion, sa is ac ion as a u he cogni i e
e lec ion has also been con i med by Ma inko ić, Đo đe ić and Kalinić
(2020) ha signi ican ly in luenced by he pe cei ed easiness o usage
(Ma inko ić e al., 2020). This aspec means ha when use s eel he
new echnology is easy o ope a e, hei men al equi emen s will be
easie o mee . The e ec s o EE a e concluded in he ollowing
hypo heses:
H3: The e ec o EE posi i ely a ec s low on in o ma ion echnology
adop ion.
H4: The e ec o EE posi i ely a ec s PE on in o ma ion echnology
adop ion.
H5: The e ec o EE posi i ely a ec s sa is ac ion on in o ma ion
echnology adop ion.
Social in luence (SI)
The de ini ion o SI in echnology adop ion is “ he deg ee o which an
indi idual pe cei es ha signi ican o he s belie e he o she should use
he new sys em” (Venka esh e al., 2012). SI conside ably explains use s’
adop ion in en ion o in o ma ion echnology (Mo osan and DeF anco,
2016), which can be summa ised ha he ecommenda ion and suppo
om ele an impo an people can dec ease he unce ain y and anxie y
o using a new in o ma ion echnology when use s a e no ye amilia
wi h i (Yuan e al., 2016). Mo eo e , use s’ men al low s a e can be
o mula ed by use s’ social ecommenda ions and in e ac ions (Pa k and
Lin, 2019). Thus, SI o mula es use s’ a i ude o accep ing a new
in o ma ion echnology and accele a es use s’ engagemen owa ds
in luencing use s’ sa is ac ion (Chen and Lin, 2018; Kim e al., 2013).
The e o e, his pape p oposes ha SI signi ican ly a ec s use s’ low and
sa is ac ion om he in luence o impo an ele an people, shown in he
ollowing hypo heses.
H6: The e ec o SI posi i ely a ec s low on in o ma ion echnology
adop ion.
H7: The e ec o SI posi i ely a ec s sa is ac ion on in o ma ion
echnology adop ion.
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Hedonic mo i a ion (HM).
Based on he concep o UTAUT2, HM is p oposed as he deg ee o
cus ome s’ appe cep i e pleasu e o joy when using an in o ma ion
echnology (Venka esh e al., 2012). HM signi ican ly o mula es men al
pe cep ion o ele an in o ma ion echnology, which indica es ha use s
will eme ge wi h a highe accep ance a i ude owa ds impac ing posi i e
adop ion in en ion once hey acqui e highe en e ainmen alue (Chen
and Lin, 2018). This esul is con i med in a ious in o ma ion echnology
adop ion li e a u e, such as mobile banking (Bap is a and Oli ei a, 2015),
mobile paymen (Yuan e al., 2016; Mo osan and DeF anco, 2016), and
mobile shopping apps (Tak and Panwa , 2017). Meanwhile, when use s
assume using an in o ma ion echnology can b ing hem pleasan and
enjoyable eelings by in e ac ing wi h a machine, hey will acqui e highe
le els o engagemen (Wongki ung ueng and Assa u , 2018). Thus, HM
ep esen s cus ome s’ enjoymen , concen a ion and cu iosi y, posi i ely
o mula ing use s’ men al s a e o low (Chen and Lin, 2018).
Mo eo e , HM is one o he an eceden s o cus ome s’ men al
expec a ions, which in u n o mula es use s’ sa is ac ion when hey end
o adop a new in o ma ion echnology (Ke ile e al., 2016). Chen and
Lin (2018) con i med ha en e ainmen and enjoymen play a
conside able ole in explaining use s’ sa is ac ion (Chen and Lin, 2018).
The e o e, acco ding o p e ious wo ks o li e a u e, he ollowing
hypo heses a e add essed:
H8: The e ec o HM posi i ely a ec s low on in o ma ion echnology
adop ion.
H9: The e ec o HM posi i ely a ec s low on in o ma ion echnology
adop ion.
6.3.2. Media ing a iables
Flow
Flow desc ibes a s a e o use s’ men al cogni ion and a ec ion ha ully
concen a es on pa icipa ing in a pa icula echnology o ac i i y
(Csikszen mihalyi, 1975). When cus ome s a e engaged in using
in o ma ion echnology, i he ele an echnology can ill hei pe cei ed
enjoymen , elaxa ion and pleasu e, hey will o ally imme se in o

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in e ac ing wi h he machine and di icul ly be dis u bed by ou side
i ele an hings (Hossain and Zhou, 2018). Thus, low is conside ed a
empo a y expe ience o unawa eness ha shapes a posi i e a i ude o
engagemen o cus ome s, which in luences hei beha iou al in en ion
o adop ion. Acco dingly, low di ec ly con ibu es o a signi ican in luence
on he adop ion in en ion o in o ma ion echnology (Zhou, 2013).
Fu he mo e, low es ablishes cus ome s’ sa is ac ion, in u n a ec ing
hei adop ion in en ion (Chen and Lin, 2018; Zhou, 2013). Cus ome s will
eel mo e sa is ied wi h he se ice quali y and in o ma ion quali y when
imme sed in a ce ain echnology (Gao e al., 2015). Thus, he in luences
o low on sa is ac ion and beha iou al in en ion can be summa ised in
he ollowing hypo heses:
H10: The e ec o low posi i ely a ec s sa is ac ion on in o ma ion
echnology adop ion.
H11: The e ec low posi i ely a ec s beha iou al in en ion on
in o ma ion echnology adop ion.
Sa is ac ion
Sa is ac ion e e s o cus ome s’ gene al psychological cogni ion ha
belie ing a ce ain echnology can b ing hem a posi i e ope a ing
expe ience o mee hei mul i-dimensional expec a ions (Chen and Lin,
2018; Pe ei ai e al., 2016). Sa is ac ion is posi i ely impac ed by
engagemen in using in o ma ion echnology (Wongki ung ueng and
Assa u , 2018). Thus, his s udy assumes sa is ac ion, as a media ing
a iable, e lec s use s’ echnological pe cep ions and expe ience o
engagemen , in u n o mula ing use s’ adop ion in en ion o in o ma ion
echnology, which co esponds wi h p io echnology adop ion li e a u e in
online pu chase in en ion (Pe ei ai e al., 2016), mobile paymen adop ion
(Ke ile e al., 2016; Pa k and Lin, 2019), and li e s eaming adop ion
(Chen and Lin, 2018). Acco dingly, i can be demons a ed ha
sa is ac ion e lec s cus ome s’ echnological pe cep ions and men al
engagemen owa ds o mula ing cus ome s’ beha iou al in en ion o
adop ing in o ma ion echnology, which gene a es he ollowing
hypo hesis:
H12: The e ec o sa is ac ion posi i ely a ec s beha iou al in en ion on
in o ma ion echnology adop ion.
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6.4. Theo e ical model de elopmen
Based on he abo e li e a u e e iew and hypo heses de elopmen , Flow
heo y is heo e ically de eloped by in eg a ing ou a iables
(pe o mance expec ancy, e o expec ancy, social in luence and hedonic
mo i a ion) om he e ised UTAUT2 model as independen a iables o
measu e cus ome s’ echnological pe cep ions. Meanwhile, acili a ing
condi ions, habi and p ice alue a e conside ed o be excluded in he
p oposed model because hese a iables equi e inco po a ing he ac ual
adop ion si ua ion o a speci ic in o ma ion echnology and su icien
usage expe ience, espec i ely (Zhao and Bacao, 2020; Bap is a and
Oli ei a, 2015). Mo eo e , he media ing a iables a e ex ended wi h low
and sa is ac ion o ep esen cus ome s’ engagemen and men al
cogni ions, which e lec use s’ echnological pe cep ions (Chen and Lin,
2018; Pe ei ai e al., 2016; Pa k and Lin, 2019). Fu he mo e, cus ome s’
beha iou al in en ion is assumed as a men al eac ion, in luenced by hei
men al p ocess o adop ing in o ma ion echnology (Venka esh e al.,
2012). Speci ically, acco ding o he esea ch objec i es, he heo e ical
amewo k is de eloped based on he ele an s udies wi h he
demanded measu emen cons uc s by ex ending he bounda ies o low
heo y wi h he e ised UTAUT2 model o complemen a ily in es iga e
ex e nal and in e nal an eceden s de e mining cus ome s’ adop ion
in en ion o in o ma ion echnology. The p oposed heo e ical model is
demons a ed in igu e 6.1, wi h ele an causal ela ions o he
hypo heses men ioned abo e and a pos sc ip o abb e ia ions.
Mo eo e , all measu emen i ems a e de ined based on he ele an
hypo heses and modi ied o adap he p oposed esea ch model as
p esen ed in he able in Appendix D wi h he ele an e e ences.
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Figu e 6.1. Resea ch Model
6.5. Recommenda ions o u u e esea ch
This s udy's u u e esea ch will consis o da a collec ion, da a analysis,
and discussion sec ions o e i y he p oposed heo e ical model and
explain he ac o s in luencing use s’ adop ion in en ion o in o ma ion
echnology. An online ques ionnai e su ey will be applied o da a
collec ion. Speci ically, he ques ionnai e will be designed wi h wo
sec ions. The i s sec ion will in ol e close-ended ques ions o he
esponden s’ demog aphic da a, including use s’ gende , age ange,
educa ional backg ound, and expe ience using in o ma ion echnology.
The second sec ion will be de eloped by implemen ing cons uc s and
i ems o s uc u al equa ion modelling based on p e ious hypo heses o
explain pe o mance expec ancy, e o expec ancy, social in luence,
hedonic mo i a ion, low, sa is ac ion and beha iou al in en ion. A se en-
poin Like scale ( om s ongly disag ee = “1” o s ongly ag ee = “7”) will
measu e he ele an i ems om he able in appendix D wi h 29
measu emen i ems as indica o s. A e wa ds, a e emo ing he da a
wi h missing alues, he alid da a will be e alua ed by he Kolmogo o –
Smi no es o non- esponse bias (Ryans, 1974) and Explo a o y Fac o
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Analysis (EFA) will be applied by SPSS o e alua e common me hod bias
in he da ase (Podsako e al., 2002).
Fu he mo e, a co a iance-based s uc u al equa ion model will be
applied using SPSS and AMOS h ough he wo-s ep app oach o
e alua e he measu emen model and s uc u al model (Ande son and
Ge bing, 1988). Speci ically, in he measu emen model, his pape will
apply SPSS o implemen EFA o examine he cons uc eliabili y
(C onbach’s alpha > 0.7). Meanwhile, Con i ma o y Fac o Analysis in
AMOS will be applied o assess he con e gen alidi y ( ac o
loading >0.7; Composi e Reliabili y >0.7; A e age a iance ex ac ed
(AVE) >0.5) and disc iminan alidi y (squa e oo o AVE should be
g ea e han all co ela ions be ween any o he pai o cons uc s) o
e i y he quali y o measu emen model. Mo eo e , he model i will be
assessed by he a io o chi-squa e o deg ees-o - eedom, compa a i e
i index, he goodness o i index, adjus ed goodness-o - i index,
no malised i index, Tucke -Lewis index, and oo mean squa e e o o
app oxima ion. A e wa ds, he s uc u al model will be examined by
AMOS wi h he maximum likelihood es ima ion me hod and boo s apping
echnique. Speci ically, he R² alues o endogenous a iables and pa h
coe icien s o he in e nal s uc u e will be assessed o illus a e he
explana o y powe o he s uc u al model and es he hypo heses.
In addi ion, based on he esul s o he da a analysis, he discussion
sec ion will e alua e he ac o s a ec ing he adop ion in en ion o
in o ma ion echnology o e i y he quali y o heo e ical de elopmen
and p o ide ele an heo e ical and p ac ical con ibu ions based on he
speci ic in o ma ion echnology.
6.6. Conclusion and con ibu ions
A heo e ical de elopmen is p oposed in his esea ch by ex ending Flow
heo y wi h he e ised UTAUT2 model o explain use s’ beha iou al
in en ion o adop ing in o ma ion echnology. The p oposed model ills he
gap o adi ional Flow heo y, only ocusing on use s’ men al pe cep ions
by in eg a ing a iables om UTAUT2. Mo eo e , wi h he ex ension o
media ing a iables, low and sa is ac ion, e lec ing use s’ men al
cogni ion and engagemen , which conjoin ly explains use s’ adop ion
in en ion o in o ma ion echnology p og essi ely. Speci ically, his s udy
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San os and Oli ei a, 2020; Zhao and Bacao, 2020), in in es iga ing
cus ome s’ beha iou s on mobile echnology. Fu he mo e, UTAUT2
in ol es age, gende and expe ience as mode a o s o explain he
indi idual di e ences in adop ion in en ion (Venka esh, Thong and Xu,
2012). Mo eo e , UTAUT2 was applied o mobile shopping applica ions’
adop ion by Tak and Panwa (2017), who ound ha hedonic mo i a ion
was he mos signi ican an eceden , which co esponds wi h he cu en
s udy's si ua ion ha LSSAs a e en e aining mobile shopping
applica ions. The e o e, UTAUT2 is conside ed he app op ia e
heo e ical ounda ion o in es iga ing use s’ pe cep ions as a s imulus in
he p oposed model.
7.2.4. Flow heo y
Flow heo y was ini ially p oposed by Csikszen mihalyi (1975) o p edic
indi iduals’ men al engagemen in a ce ain ac i i y. Subsequen ly, Flow
heo y's applicabili y has been ex ended in o he human-compu e
in e ac ion domain o desc ibe use s’ abso p ion in echnology (Webs e
e al., 1993). Speci ically, low ep esen s use s’ holis ic, imme si e
consciousness when hey concen a e en i ely on a pa icula ac i i y o
echnology; hei in ol emen will be sel - ein o ced by cons i u ional
enjoymen and engaging in e ac i i y; in u n, hei sel -consciousness will
become indis inc o igno e i ele an in e up ions (Csikszen mihalyi and
Csikszen mihalyi, 1988). Flow has been applied as a media o in a ious
echnology adop ion s udies o desc ibe cus ome s’ cogni ion and
engagemen o p edic ing use s’ adop ion in en ion (Hsu and Lu 2004;
Zhou, 2013; Hossain and Zhou, 2018), especially in he ields o
en e aining echnologies, such as li e s eaming (Chen and Lin, 2018)
and mobile shopping (Gao, Waech e and Bai, 2015). Flow is signi ican ly
in luenced by use s’ echnological pe cep ions (Zhou, 2013; Kim e al.,
2013), and men al de e minan s, such as emo ion (Hossain and Zhou,
2018), us (Gao, Waech e and Bai, 2015), enjoymen (Chen and Lin,
2018). Meanwhile, he combina ion o low heo y wi h o he amewo ks,
such as he In o ma ion Sys ems Success Model (Zhou, 2013; Gao,
Waech e and Bai, 2015), S imulus-O ganism-Response amewo k
(Hossain and Zhou, 2018), also easonably illus a ed use s’ adop ion
in en ion. Thus, Flow heo y is conside ed a heo e ical ounda ion o

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ep esen ing use s’ shopping engagemen ia LSSAs du ing he
pandemic lockdown pe iod as he o ganism in he p oposed model.
7.2.5. Mode a ing e ec s o age and gende
Acco ding o he cu en esea ch objec i es, age and gende a e
p oposed as mode a ing a iables in ol ed in he analysis p ocess.
Venka esh, Thong and Xu (2012) ini ially con i med ha age and gende
ha e mode a ing e ec s on he UTAUT2 cons uc s a ec ing use s’
adop ion in en ion. Mo eo e , u he o he wo ks o li e a u e ha e
in eg a ed age and gende as mode a o s wi hin a ious amewo ks
(UTAUT, Technology Accep ance Model (TAM), Di usion o Inno a ion
(DOI) Theo y) and con i med age and gende signi ican ly mode a ed
cons uc s in di e en con ex s, espec i ely (Venka esh and Zhang,
2010; Liébana-Cabanillas, Sánchez-Fe nández and Muñoz-Lei a, 2014;
Khalilzadeh, Oz u k and Bilgihan, 2017; Riskinan o, Kelana and
Hilmawan, 2017; Shao e al., 2018; Ma inko ić, Đo đe ić and Kalinić,
2020). Howe e , based on he di e ences in esea ch objec i es, sample
a ge s, and in ol ed a iables in a ious scena ios, he mode a ing
e ec s o age and gende ha e p esen ed di e si y in di e en li e a u e.
Venka esh and Zhang (2010) alida ed ha pe o mance expec ancy in
he beha iou al in en ion o in o ma ion echnology was signi ican ly
mode a ed by younge male use s, and e o expec ancy was s ongly
mode a ed by olde emale cus ome s, which is con a y o he indings o
Riskinan o, Kelana and Hilmawan (2017) claimed ha s a e age had
insigni ican e ec s on pe cei ed use ulness and ease o use on adop ion
in en ion o E-paymen echnology. On he o he hand, Liébana-
Cabanillas, Sánchez-Fe nández and Muñoz-Lei a (2014) complemen ally
illus a ed ha social in luence bo e s ong in luence on use s abo e 35
yea s old and us was mo e a ec ed by younge g oups in mobile
paymen s adop ion. Mo eo e , Shao e al. (2018) claimed ha males had
a s onge mode a ing e ec on mobili y and epu a ion in he us
o ma ion p ocess o mobile paymen s, while emales mode a ed
cus omisa ion and secu i y on us mo e. Likewise, Pascual-Miguel,
Agudo-Pe eg ina and Chapa o-Peláez (2015) ound ha he mode a ing
e ec s o emale cus ome s on e o expec ancy and social in luence
we e signi ican ly s onge han male cus ome s on online pu chase
in en ion. In o de o analyse he mode a ing e ec s o age and gende on
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all cons uc s in he p oposed esea ch model, a mul i-g oup analysis is
applied in his esea ch, which is widely applied in p e ious s udies o
mul i-g oup compa isons (Pascual-Miguel, Agudo-Pe eg ina and
Chapa o-Peláez, 2015; Shao e al., 2018; Ma inko ić, Đo đe ić and
Kalinić, 2020).
7.3. De elopmen o esea ch model and hypo heses
Based on he p e ious li e a u e e iews, he in eg a ion o he SOR
amewo k wi h UTAUT2 and Flow heo y is conside ed he heo e ical
ounda ion o p opose a comp ehensi e model o he in es iga ion.
Speci ically, acco ding o p e ious pa adigms o he SOR amewo k
applica ion, his esea ch ex ends he SOR amewo k by in eg a ing
a iables om he e ised UTAUT2 model p oposed as s imulus
componen s, oused by echnological pe cep ions o LSSAs du ing he
pandemic lockdown pe iod (pe o mance expec ancy, e o
expec ance)(Islam and Rahman, 2017; Chen and Yao, 2018), social
in luence (Wu and Li, 2018), hedonic mo i a ion (Kim, Lee and Jung,
2020) and us (Kim, Lee and Jung, 2020). These a iables e lec use s’
ex e nal and in e nal pe cep ions owa ds inci ing hei u he
psychological cogni ion. On he o he hand, on accoun o he
popula isa ion o sma phones, p o iciency in using a ious mobile
applica ions and no mone a y cos o ope a e LSSAs, o iginal a iables,
acili a ing condi ions, habi and p ice alue, a e excluded om he
UTAUT2 model, which is in acco dance wi h p e ious indings
espec i ely (Bap is a and Oli ei a, 2015; Slade e al., 2015; Alalwan,
Dwi edi and Rana, 2017; Tam, San os and Oli ei a, 2020; Zhao and
Bacao, 2020). Flow heo y p o ides heo e ical suppo o e lec
cus ome s’ men al cogni i e and a ec i e in e media y s a es o shopping
ia LSSAs du ing he COVID-19 pandemic lockdown pe iod, which is
app op ia e o assume as an o ganism in he SOR amewo k (Hossain
and Zhou, 2018; Kim, Lee and Jung, 2020; Zhao, Wang and Sun, 2020).
Mo eo e , his s udy p oposes ha pe cei ed alue and adop ion
in en ion e lec s cus ome s’ psychological eac ions and beha iou s o
cons i u e esponse elemen s o he SOR amewo k (Hossain and Zhou,
2018; Kim, Lee and Jung, 2020). In addi ion, age and gende a e
conside ed mode a o s in he heo e ical model o compa e he di e en
e ec s o an eceden s on cus ome s’ adop ion in en ion o LSSAs in each
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subg oup. The p oposed esea ch model is gene alised and p esen ed in
Figu e7.1 wi h he ele an hypo heses ela ions.
Figu e 7.1. P oposed esea ch model
7.3.1. S imulus componen s: a iables om he e ised
UTAUT2 model
Pe o mance expec ancy (PE), as a echnological pe cep ion, ep esen s
use s’ pe cei ed use ulness o a ce ain echnology ha can op imise
hei expe ience in a speci ic echnology o ein o ce hei pe o mance in
pa icula ac i i ies (Venka esh, Thong and Xu, 2012). Mo eo e , use s’
pe cei ed echnological ea u es, like compa ibili y, se ice quali y,
in o ma ion quali y, and sys em quali y, can be gene alised as pe cei ed
usabili y o echnology, ep esen ed as PE (Gu, Lee and Suh, 2009;
Zhou, 2013; Di Pie o e al., 2015). Rela ed o echnology adop ion, PE
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signi ican ly o mula es use s’ men al esponses, like a i ude, adop ion
in en ion, and con inuance usage in en ion, which a e con i med by p io
li e a u e, espec i ely (Suh and Han, 2002; Oli ei a e al., 2016; Yuan e
al., 2016). Acco dingly, cus ome s’ psychological cogni ions a e
o mula ed by hei pe cep ions o he sa is ying usabili y, which indica es
ha PE signi ican ly in luences cus ome s’ pe cei ed low when hey
in end o adop new echnology (Kim e al., 2013; Hossain and Zhou,
2018). The e o e, he hypo hesis can be gene alised as ollow:
H1: Cus ome s’ pe o mance expec ancy (PE) as a s imulus posi i ely
de e mines he o ganism low (FL) when shopping ia LSSAs du ing he
pandemic lockdown pe iod.
E o expec ancy (EE), as a echnological pe cep ion, exp esses ha
use s acqui e eelings o easiness om unde s anding, ope a ing and
in e ac ing wi h a speci ic in o ma ion echnology (Venka esh, Thong and
Xu, 2012). A a ie y o li e a u e has e i ied EE's conside able e ec on
cus ome s’ a i ude and beha iou al in en ion in echnology adop ion
esea ch (Suh and Han, 2002; Di Pie o e al., 2015; Riskinan o, Kelana
and Hilmawan, 2017). Consequen ly, cus ome s’ engagemen and low
expe ience a e o mula ed by unde s andabili y, ope abili y, and
in ac abili y (Hsu and Lu 2004; Kim e al., 2013). On he o he hand, he
in luence o EE has been con i med by Kim e al. (2013) as no only
a ec ing low bu also pe o mance expec ancy when use s adop
en e ainmen echnology. When cus ome s ecognise ha a echnology
is easy o access, hey will end o con i m i s usabili y. This phenomenon
has been alida ed in a ious echnology adop ion wo ks o li e a u e,
such as Li e s eaming (Ho and Yang, 2015), mobile banking (Gu, Lee
and Suh, 2009; Yuan e al., 2016; Alalwan, Dwi edi and Rana, 2017) and
mobile paymen (Di Pie o e al., 2015; Liébana-Cabanillas, Ramos de
Luna and Mon o o-Ríosa, 2017). Thus, he hypo heses ela ed o EE a e
p oposed as ollows:
H2: Cus ome s’ e o expec ancy (EE) as a s imulus posi i ely
de e mines he o ganism low (FL) when shopping ia LSSAs du ing he
pandemic lockdown pe iod.
H3: Cus ome s’ e o expec ancy (EE) as a s imulus posi i ely
de e mines pe o mance expec ancy (PE) when shopping ia LSSAs
du ing he pandemic lockdown pe iod.
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Social in luence (SI), as an en i onmen al pe cep ion, ep esen s
cus ome s pe cei ing he in luence om hei ele an people, like close
iends, amily membe s and colleagues, who ecommend and suppo
hem o use a ce ain echnology (Venka esh, Thong and Xu, 2012).
Cus ome s’ anxie y is de i ed om new echnology’s unce ain y, which
can be dec eased by he in luence o hei close social ne wo k (Slade e
al., 2015). Va ious echnology adop ion s udies ha e in ol ed SI in
heo e ical amewo ks and con i med SI is an essen ial an eceden in
de e mining cus ome s’ a i udes and beha iou s (Ke ile , Demoulin and
Zidda, 2016; Mo osan and DeF anco, 2016; Khalilzadeh, Oz u k and
Bilgihan, 2017; Chopda and Si akuma , 2019). Mo eo e , Chen and Lin
(2018) claimed ha he e ec o SI d ama ically o mula ed use s’ men al
awa eness o engagemen when using li e s eaming. Acco dingly,
in e ac ing wi h ele an people on a speci ic in o ma ion echnology can
acili a e use s’ low expe ience (Zhao, Wang and Sun, 2020). Hence, he
cu en s udy p oposes ha use s’ low expe ience o LSSAs is posi i ely
de e mined by SI, which o mula ed he ollowing hypo hesis.
H4: Social in luence (SI) as a s imulus posi i ely de e mines he o ganism
low (FL) when shopping ia LSSAs du ing he pandemic lockdown
pe iod.
Hedonic mo i a ion (HM) was ini ially adap ed in UTAUT2 by Venka esh,
Thong and Xu (2012), which is conduc ed as he in e nal emo ional
pe cep ion ha use s pe cei e enjoymen and pleasu e descend om
hei expec a ion o expe ience o a ce ain in o ma ion echnology. The
di ec ly posi i e e ec o HM on adop ion in en ion has been con i med by
p io esea che s who applied UTAUT2 on mobile echnology adop ion,
e.g. mobile paymen (Mo osan and DeF anco, 2016) and mobile banking
(Bap is a and Oli ei a, 2015; Alalwan, Dwi edi and Rana, 2017).
Meanwhile, HM had been assumed as an an eceden also ha ing a
signi ican indi ec e ec on cus ome s’ beha iou al in en ion. Yeo, Goh
and Rezaei (2017) claimed HM o mula ed a i ude ia con enience
mo i a ion and pos -usage use ulness when cus ome s adop online ood
deli e y se ices. Likewise, engagemen , as he main cha ac e is ic o
use s’ low expe ience, is o mula ed by enjoymen , cu iosi y, and
concen a ion (Ghani and Deshpande, 1994; Moon and Kim, 2001).
Consequen ly, Wongki ung ueng and Assa u (2018) alida ed HM
di ec ly and indi ec ly ( h ough us ), o mula ing use s’ engagemen in

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li e s eaming comme ce. Fu he mo e, Chen and Lin (2018) illus a ed
ha li e s eaming's en e ainmen ea u es o mula ed iewe s’ HM,
which posi i ely de e mined hei men al a ec ion o pe cei ed alue
owa ds a ec ed hei inal beha iou al in en ion. Thus, he cu en s udy
assumes ha HM posi i ely a ec s cus ome s’ engagemen and a ec ion
in hypo hesis 5.
H5: Cus ome s’ hedonic mo i a ion (HM) as a s imulus posi i ely
de e mines he o ganism low (FL) when shopping ia LSSAs du ing he
pandemic lockdown pe iod.
Ge en (2000) de ined us (TR) as desc ibing use s’ subjec i e
awa eness o belie ing a pa icula echnology can ul il obliga ions and
posi i ely gua an ee a quali ied pe o mance o mee hei expec a ions.
Speci ically, unde he lockdown measu es o he COVID-19 epidemic,
us e lec ed use s’ pe cep ions o echnology cha ac e is ics, like
mobili y, secu i y, e c., which co espond wi h pe cei ed secu i y agains
pe cei ed isk and unce ain y condi ions (Shao e al., 2018). LSSAs’
con ac less online consump ion unc ions, as a bene icial ea u e o he
lockdown si ua ion du ing he COVID-19 pandemic, o mula ed
cus ome s' pe cei ed us owa ds posi i ely in luenced enjoyable and
p ac ical cogni ions (Khalilzadeh, Oz u k and Bilgihan, 2017).
Acco dingly, us , as an essen ial a iable o in es iga e use s’
beha iou al in en ion, had been in eg a ed in o a ious adop ion models,
such as UTAUT2 (Slade e al., 2015), TAM (Gu, Lee and Suh, 2009), IS
success model (Zhou, 2013). Mo eo e , om he pa icipa ion aspec , he
in e ac ion be ween cus ome s and endo s on li e s eaming comme ce
acili a ed use s’ pe cei ed us in selle s and p oduc s, which in u n
op imised he engagemen (Wongki ung ueng and Assa u , 2018).
The e o e, his pape p oposes ha us o mula es use s’ engagemen
and cogni i e accep ance owa ds posi i ely in luencing low (Zhou, 2013;
Gao, Waech e and Bai, 2015). Meanwhile, as an an eceden o use s’
u ili a ian pe cep ions, us posi i ely acili a es cus ome s’ pe o mance
expec ancy s imulus (Gu, Lee and Suh, 2009; Alalwan, Dwi edi and
Rana, 2017). Hence, he ollowing hypo heses a e add essed.
H6: T us (TR) as a s imulus posi i ely de e mines he o ganism low (FL)
when shopping ia LSSAs du ing he pandemic lockdown pe iod.
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Doc o al P og amme in In o ma ion Managemen
H7: T us (TR) as a s imulus posi i ely de e mines pe o mance
expec ancy (PE) when shopping ia LSSAs du ing he pandemic
lockdown pe iod.
7.3.2. O ganism componen : Flow (FL)
Csikszen mihalyi (1975) de ined low as an indi idual’s cogni ion and
a ec ion o in insic abso p ion in a pa icula ac i i y o echnology. Flow
expe ience o echnology was desc ibed as use s’ empo a ily
unawa eness de i ed by hei in e nal enjoymen , pleasu e, engagemen ,
and in e ac ion wi h a ce ain echnology (Gao, Waech e and Bai, 2015;
Chen and Lin, 2018). Mo eo e , he lockdown measu e p o ided an
app op ia e en i onmen o enhance an indi idual’s imme si e shopping
expe ience ia LSSAs a home. Va ious echnology adop ion s udies
ha e alida ed ha low was signi ican ly o mula ed by use s’
echnological pe cep ions owa ds posi i ely de e mining hei
beha iou al in en ion o adop ion o con inuance usage (Zhou, 2013;
Gao, Waech e and Bai, 2015; Lim e al., 2020). Consequen ly, low is in
acco dance wi h he concep ion o an o ganism, which is assumed as a
media o connec ing echnological and en i onmen al s imuli and
esponses in shopping ia LSSAs.
Flow has been examined by p e ious esea che s as also ha ing an
indi ec e ec on use s’ inal esponses, like adop ion in en ion, ac ual
usage, con inuance in en ion, ia use s’ men al e lec ion a iables,
pe cei ed alue, sa is ac ion, a i ude (Hung e al., 2010; Kim e al., 2013;
Chen and Lin, 2018). Meanwhile, he e ec s o low and men al
e lec ions had been alida ed o de e mine cus ome s’ beha iou al
in en ions conjoin ly in a ious pieces o li e a u e (Zhou, 2013; Gao,
Waech e and Bai, 2015; Hossain and Zhou, 2018). Chen and Lin (2018)
claimed ha low posi i ely a ec ed pe cei ed alue owa ds o mula ed
cus ome s’ usage in en ion o li e-s eaming. The e o e, he ollowing
hypo heses a e p oposed:
H8: Cus ome s’ low (FL) as an o ganism posi i ely de e mines he
esponse pe cei ed alue (PV) when shopping ia LSSAs du ing he
pandemic lockdown pe iod.
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Doc o al P og amme in In o ma ion Managemen
H9: Cus ome s’ low (FL) as an o ganism posi i ely de e mines he
esponse beha iou al in en ion (BI) when shopping ia LSSAs du ing he
pandemic lockdown pe iod.
7.3.3. Response componen s: Pe cei ed alue (PV) and
Beha iou al in en ion (BI)
Pe cei ed alue (PV), as de ined by Zei haml (1988), ep esen s
cus ome s’ uni e sal assessmen s o a se ice o echnology. PV is
de e mined by use s’ pe cep ions o acquisi ion and in es men . Sweeney
and Sou a (2001) ex ended he dimensions o pe cei ed alue, including
quali y and p ice o p oduc ion, cus ome s’ emo ional esponses, and
social in luence. Meanwhile, Pe ick (2002) modi ied beha iou al p ice,
mone a y p ice, emo ional esponse, quali y, and epu a ion o eme ge as
o he dimensions o PV. PV also ep esen s cus ome s’ pe cei ed mul i-
dimensional bene i s, including u ili a ian, hedonic and social
pe spec i es (Kim, Kim and Wach e , 2013; Ke ile , Demoulin and
Zidda, 2016). Speci ically, in his s udy, pe cei ed alue ep esen s he
cus ome s’ gene al men al esponses o shopping ia LSSAs du ing he
COVID-19 pandemic lockdown pe iod. Pe cei ed alue has been
assumed as a cogni i e a iable in a ious adop ion models, such as he
Expec a ion Con i ma ion Model (Hsu and Lin, 2015), Value-based
Adop ion Model (Kim, Chan and Gup a, 200) and Mobile use
Engagemen Model (Kim, Kim and Wach e , 2013), which posi i ely
de e mines cus ome s’ beha iou s. On he o he hand, Chen and Lin
(2018) con i med ha pe cei ed alue, as a cona i e ac o , was
de e mined by low and, in u n, o mula ed use s’ beha iou s. The e o e,
his s udy p oposes ha pe cei ed alue, as cus ome s’ cona ional
esponse, cons i u es one componen o he esponses, which is
demons a ed in he ollowing hypo hesis.
H10: Cus ome s’ pe cei ed alue (PV) posi i ely de e mines beha iou al
in en ion (BI) when shopping ia LSSAs du ing he pandemic lockdown
pe iod.
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7.4. Me hodology and da a demog aphic dis ibu ion
7.4.1. Measu emen
Quan i a i e me hodology is applied in his s udy o e alua e he
p oposed model. An online ques ionnai e su ey was conduc ed o collec
da a in China, which included wo pa s. The i s pa demons a ed
demog aphic in o ma ion (consis ing o gende , age and equency o
using LSSAs du ing he COVID-19 pandemic lockdown pe iod) o
pa icipan s wi h Dicho omous, Bounded con inuous and O dinal-
poly omous close-ended ques ions; he second pa consis ed o a se en-
poin Like scale ( om s ongly disag ee = "1" o s ongly ag ee = "7")
s uc u al ques ions o e alua e pe o mance expec ancy (PE), e o
expec ancy (EE), social in luence (SI), hedonic mo i a ion (HM), us
(TR), low (FL), pe cei ed alue (PV) and beha iou al in en ion (BI) wi h
34 measu emen i ems e e ed om p e ious li e a u e, shown in
Appendix E wi h Chinese ansla ion.
The ques ionnai e was designed and managed in English. Then
equi alen ly ansla ed in o he Chinese language by language expe s o
a oid he biases o language and cul u e because he a ge popula ion o
he su ey was sma phone use s in China. A e wa ds, acco ding o he
ansla ion-back ansla ion me hod, i was e e sely ansla ed in o he
English language. In o de o minimise he non- Response a e, a sho
in oduc ion and esponden - iendly su ey ques ionnai e echniques
we e applied in he su ey (Lynn, 2008).
7.4.2. Da a collec ion
The online ques ionnai e was designed ia Wenjuan.com (a Chinese
online su ey pla o m). Acco ding o he o mulae om Wes land (2010)
and he numbe s o 34 obse ed indica o s and eigh la en a iables in
he p oposed model, he ecommended minimum sample size o he
model s uc u e was 91. The ques ionnai es we e dis ibu ed ia online
and WeCha (Chinese mobile social media applica ion) on 9 Augus 2020
o da a collec ion. A e ou weeks o da a collec ion, 400 empi ical da a
we e collec ed on 6 Sep embe 2020, o which 138 we e de i ed om
online esponses and 262 ia WeCha . A e il e ing ou he esponses