Social aspect versus service quality in trust formation toward mobile payment adoption: a case study of Indonesia

Abstract

Purpose

This research aims to investigate the significant influence of social factors based on the social impact theory against service quality factors based on uncertainty avoidance dimension in determining user perception of trust toward mobile payment (MP) usage.

Design/methodology/approach

The theoretical model used was analyzed by adopting the structural equation modeling technique. Questionnaires were delivered to Indonesian customers as the target respondents using Google Forms, and finally, 659 valid responses were received.

Findings

Based on the direct effect analysis, service quality had more influence on the user trust perception than the social aspect. More specifically, Perceived Security was the most influential in increasing the level of user trust followed by Perceived Usefulness and Network Externalities.

Originality/value

This research presents a comprehensive investigation that applied a different perspective of the way social and service quality aspects develop user trust toward MP usage.

Citation

Lisana and Handarkho, Y.D. (2023), "Social aspect versus service quality in trust formation toward mobile payment adoption: a case study of Indonesia", Asia Pacific Journal of Marketing and Logistics, Vol. 35 No. 6, pp. 1349-1365. https://doi.org/10.1108/APJML-10-2021-0774