Title: The role of perceived security, perceived compatibility, and perceived user experience in intentions to use mobile payment services by Generation Z consumers

Authors: Aakash Kamble; Smita Mehendale; Supriya Desai; Devidas Golhar

Addresses: Department of Marketing, FLAME School of Business, FLAME University, Lavale, Pune - 412115, India ' Symbiosis Institute of Management Studies, Symbiosis International (Deemed University), Pune, India ' Indira College of Management Studies, Parandwadi, Pune, India ' Marathwada Mitra Mandal's College of Commerce, Deccan Gymkhana, Pune, India

Abstract: Mobile technologies have rapidly expanded across the corners of the world by reaching out to customers and easing their lives. Particularly in emerging economies like India, mobile-based payments services are the fastest-growing services where high acceptance of the same has been seen and predicted in the coming years. In this study, an extended technology acceptance model (TAM) is used for understanding customer acceptance of mobile payment services, describing consumer acceptance of mobile payment services by Generation Z consumers. A total of 463 individuals were surveyed. Structural equation modelling (SEM) was used to check the proposed model and also the interrelationships among the constructs. The results showed that perceived usefulness, user experience, and perceived compatibility affect mobile payments' adoption by consumers positively. Amongst all variables studied, perceived compatibility (0.63) ranked highest based on its impact on the adoption of services related to mobile payments.

Keywords: Generation Z; mobile payments; technology acceptance model; TAM; perceived compatibility; user experience.

DOI: 10.1504/IJEMR.2024.140811

International Journal of Electronic Marketing and Retailing, 2024 Vol.15 No.5, pp.541 - 557

Received: 25 Jan 2022
Accepted: 19 Jul 2022
Published online: 03 Sep 2024 *

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