Examining the Influencing Factors of Customer Loyalty in Mobile Payment: A Conceptual Model and Research Propositions

  • Zhang Qi
  • Shaizatulaqma Kamalul Ariffin

Abstract

Along with the rapid advancement of mobile internet technology in recent years, the mobile payment industry has witnessed tremendous development and greatly changed people’s lives. The rapid development of mobile payment has attracted hundreds of participants who want to cut a slice of the cake, thus leading to unprecedented fierce competition. To ensure sustainability and success, mobile payment service providers need to find strategies to retain existing users and achieve customer loyalty. This research aims to examine the different factors that impact mobile payment users’ loyalty. This paper proposed a research framework by integrating two fundamental consumer behavior theories, the cognitive-affective-behavior (CAB) model and the theory of consumption values (TCV). Our study fills the knowledge gap in lacking post-adoption stage consumer behavior research in the mobile payment context. It is among the few studies that examine mobile payment customer loyalty from a multi-dimensional value perspective. A quantitative research method is designed and partial least squares structural equation modeling technique (PLS-SEM) will be adopted in the future data analysis stage to validate the developed framework. The expected findings of this study would unveil the factors that would best predict the loyalty of mobile payment users. These findings would enable mobile payment service providers to identify the specific consumption values that determine mobile payment users’ loyalty, thus guiding them to develop strategies to cultivate customer loyalty accordingly.


 

References

Akroush, M. N., & Mahadin, B. K. (2019). An intervariable approach to customer satisfaction and loyalty in the internet service market. Internet Research, 29(4), 772–798. https://doi.org/10.1108/IntR-12-2017-0514
Allied Market Research. (2020). Mobile Payment Market Report. https://www.alliedmarketresearch.com/mobile-payments-market
Almohaimmeed, B. (2019). Pillars of customer retention: An empirical study on the influence of customer satisfaction, customer loyalty, customer profitability on customer retention. Serbian Journal of Management, 14(2), 421–435. https://doi.org/10.5937/sjm14-15517
Amin, S., & Tarun, M. T. (2020). Effect of consumption values on customers’ green purchase intention: a mediating role of green trust. Social Responsibility Journal. https://doi.org/10.1108/SRJ-05-2020-0191
Back, K. J. (2005). The Effects of Image Congruence on Customers’ Brand Loyalty in the Upper Middle-Class Hotel Industry. Journal of Hospitality and Tourism Research, 29(4), 448–467. https://doi.org/10.1177/1096348005276497
Back, K. J., & Parks, S. C. (2003). A Brand Loyalty Model Involving Cognitive, Affective, and Conative Brand Loyalty and Customer Satisfaction. Journal of Hospitality and Tourism Research, 27(4), 419–435. https://doi.org/10.1177/10963480030274003
Bandyopadhyay, S., & Martell, M. (2007). Does attitudinal loyalty influence behavioral loyalty? A theoretical and empirical study. Journal of Retailing and Consumer Services, 14(1), 35–44. https://doi.org/10.1016/j.jretconser.2006.03.002
Belch, G. E., & Belch, M. A. (2018). Advertising and Promotion An Integrated Marketing Communication Perspective: The McGraw Company. In Advanced Social Media Marketing.
Blut, M., Beatty, S. E., Evanschitzky, H., & Brock, C. (2014). The impact of service characteristics on the switching costs-customer loyalty link. Journal of Retailing, 90(2), 275–290. https://doi.org/10.1016/j.jretai.2014.04.003
Bondesson, N. (2012). Brand Image Antecedents of Loyalty and Price Premium in Business Markets. Business and Management Research, 1(1). https://doi.org/10.5430/bmr.v1n1p32
Brandão, A., & Costa, A. G. da. (2021). Extending the theory of planned behaviour to understand the effects of barriers towards sustainable fashion consumption. European Business Review, 33(5), 742–774. https://doi.org/10.1108/EBR-11-2020-0306
Chuah, S. H. W., Marimuthu, M., Kandampully, J., & Bilgihan, A. (2017). What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain. Journal of Retailing and Consumer Services, 36(January), 124–136. https://doi.org/10.1016/j.jretconser.2017.01.010
D’Souza, C., Taghian, M., Lamb, P., & Peretiatko, R. (2007). Green decisions: Demographics and consumer understanding of environmental labels. International Journal of Consumer Studies, 31(4), 371–376. https://doi.org/10.1111/j.1470-6431.2006.00567.x
de Luna, I. R., Liébana-Cabanillas, F., Sánchez-Fernández, J., & Muñoz-Leiva, F. (2019). Mobile payment is not all the same: The adoption of mobile payment systems depending on the technology applied. Technological Forecasting and Social Change, 146, 931–944. https://doi.org/10.1016/j.techfore.2018.09.018
Deng, Z., Lu, Y., Wei, K. K., & Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289–300. https://doi.org/10.1016/j.ijinfomgt.2009.10.001
Eggert, A., & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets? Journal of Business & Industrial Marketing, 17(2–3), 107–118. https://doi.org/10.1108/08858620210419754
Evanschitzky, H., & Wunderlich, M. (2006). An examination of moderator effects: the four stage loyalty model. Journal of Service Research.
Fang, J., Liu, H., Li, Y., & Cai, Z. (2021). Retaining customers with in-store mobile usage experience in omni-channel retailing: The moderating effects of product information overload and alternative attractiveness. Electronic Commerce Research and Applications, 46. https://doi.org/10.1016/j.elerap.2020.101028
Gallarza, M. G., Ruiz-Molina, M. E., & Gil-Saura, I. (2016). Stretching the value-satisfaction-loyalty chain by adding value dimensions and cognitive and affective satisfactions: A causal model for retailing. Management Decision, 54(4), 981–1003. https://doi.org/10.1108/MD-07-2015-0323
Gan, C., & Wang, W. (2017). The influence of perceived value on purchase intention in social commerce context. Internet Research, 27(4), 772–785. http://10.0.4.84/IntR-06-2016-0164%7B%5C%25%7D0Ahttp://search.ebscohost.com/login.aspx?direct=true%7B%5C&%7Ddb=llf%7B%5C&%7DAN=124365799%7B%5C&%7Dsite=ehost-live
Giese, J., & Cote, J. (2000). Defining consumer satisfaction. Academy of Marketing Science Review, 2000, 1.
Gonçalves, H. M., Lourenço, T. F., & Silva, G. M. (2016). Green buying behavior and the theory of consumption values: A fuzzy-set approach. Journal of Business Research, 69(4), 1484–1491. https://doi.org/10.1016/j.jbusres.2015.10.129
González-Mansilla, Ó., Berenguer-Contrí, G., & Serra-Cantallops, A. (2019). The impact of value co-creation on hotel brand equity and customer satisfaction. Tourism Management, 75, 51–65. https://doi.org/10.1016/j.tourman.2019.04.024
Grimm, P. E. (2005). Ab components’ impact on brand preference. Journal of Business Research, 58(4), 508–517. https://doi.org/10.1016/S0148-2963(03)00141-3
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2018). Multivariate Data Analysis (8th ed.). United Kingdom: Cengage Learning.
Han, H. (2009). Emotions and Switching Barriers: in Full-Service Restaurants. VDM Publishing House.
Han, H., & Back, K. J. (2008). Relationships Among Image Congruence, Consumption Emotions, and Customer Loyalty in the Lodging Industry. Journal of Hospitality and Tourism Research, 32(4), 467–490. https://doi.org/10.1177/1096348008321666
Han, H., Back, K. J., & Barrett, B. (2009). Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers. International Journal of Hospitality Management, 28(4), 563–572. https://doi.org/10.1016/j.ijhm.2009.03.005
Han, L., Wang, S., Zhao, D., & Li, J. (2017). The intention to adopt electric vehicles: Driven by functional and non-functional values. Transportation Research Part A: Policy and Practice, 103, 185–197. https://doi.org/10.1016/j.tra.2017.05.033
Havlena, W. J., & Holbrook, M. B. (1986). The Varieties of Consumption Experience: Comparing Two Typologies of Emotion in Consumer Behavior. Journal of Consumer Research, 13(3), 394. https://doi.org/10.1086/209078
Hsiao, C. H., Chang, J. J., & Tang, K. Y. (2016). Exploring the influential factors in continuance usage of mobile social Apps: Satisfaction, habit, and customer value perspectives. Telematics and Informatics, 33(2), 342–355. https://doi.org/10.1016/j.tele.2015.08.014
Huang, Y., Wang, X., & Wang, X. (2020). Mobile payment in China: Practice and its effects. Asian Economic Papers, 19(3), 1–18. https://doi.org/10.1162/asep_a_00779
Hwang, S. Y., & Kim, S. (2018). Does mIM experience affect satisfaction with and loyalty toward O2O services? Computers in Human Behavior, 82, 70–80. https://doi.org/10.1016/j.chb.2017.12.044
Iglesias, O., Markovic, S., & Rialp, J. (2019). How does sensory brand experience influence brand equity? Considering the roles of customer satisfaction, customer affective commitment, and employee empathy. Journal of Business Research, 96, 343–354. https://doi.org/10.1016/j.jbusres.2018.05.043
iiMedia Research. (2020). 2019 China Mobile Payment Market Analysis. IiMedia Research. www.iimedia.cn
Issock Issock, P. B., Mpinganjira, M., & Roberts-Lombard, M. (2019). Modelling green customer loyalty and positive word of mouth: Can environmental knowledge make the difference in an emerging market? International Journal of Emerging Markets, 15(3), 405–426. https://doi.org/10.1108/IJOEM-09-2018-0489
Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000). Switching barriers and repurchase intentions in services. Journal of Retailing, 76(2), 259–274. https://doi.org/10.1016/S0022-4359(00)00024-5
Kao, T. W., & Lin, W. T. (2016). The relationship between perceived e-service quality and brand equity: A simultaneous equations system approach. Computers in Human Behavior, 57, 208–218. https://doi.org/10.1016/j.chb.2015.12.006
Karjaluoto, H., Glavee-Geo, R., Ramdhony, D., Shaikh, A. A., & Hurpaul, A. (2021). Consumption values and mobile banking services: understanding the urban–rural dichotomy in a developing economy. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-03-2020-0129
Karsen, M., Chandra, Y. U., & Juwitasary, H. (2019). Technological factors of mobile payment: A systematic literature review. Procedia Computer Science, 157, 489–498. https://doi.org/10.1016/j.procs.2019.09.004
Kaur, P., Dhir, A., Talwar, S., & Ghuman, K. (2021). The value proposition of food delivery apps from the perspective of theory of consumption value. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/IJCHM-05-2020-0477
Keaveney, S. M. (1995). Customer Switching Behavior in Service Industries: An Exploratory Study. Journal of Marketing, 59(2), 71. https://doi.org/10.2307/1252074
Kim, C., Zhao, W., & Yang, K. H. (2008). An empirical study on the integrated framework of e-CRM in online shopping: Evaluating the relationships among perceived value, satisfaction, and trust based on customers’ perspectives. Journal of Electronic Commerce in Organizations, 6(3), 1–19. https://doi.org/10.4018/jeco.2008070101
Kim, M. K., Park, M. C., Park, J. H., Kim, J., & Kim, E. (2018). The role of multidimensional switching barriers on the cognitive and affective satisfaction-loyalty link in mobile communication services: Coupling in moderating effects. Computers in Human Behavior, 87(May), 212–223. https://doi.org/10.1016/j.chb.2018.05.024
Kim, M., Kim, S., & Kim, J. (2019). Can mobile and biometric payments replace cards in the Korean offline payments market? Consumer preference analysis for payment systems using a discrete choice model. Telematics and Informatics, 38(February), 46–58. https://doi.org/10.1016/j.tele.2019.02.003
Kim, Y., Wang, Q., & Roh, T. (2021). Do information and service quality affect perceived privacy protection, satisfaction, and loyalty? Evidence from a Chinese O2O-based mobile shopping application. Telematics and Informatics, 56. https://doi.org/10.1016/j.tele.2020.101483
Koller, M., Floh, A., & Zauner, A. (2011). Further insights into perceived value and consumer loyalty: A “Green” perspective. Psychology and Marketing, 28(12), 1154–1176. https://doi.org/10.1002/mar.20432
Kumar, V., Pozza, I. D., & Ganesh, J. (2013). Revisiting the satisfaction-loyalty relationship: Empirical generalizations and directions for future research. Journal of Retailing, 89(3), 246–262. https://doi.org/10.1016/j.jretai.2013.02.001
Kurdi, B. Al, Alshurideh, M., & Alnaser, A. (2020). The impact of employee satisfaction on customer satisfaction: Theoretical and empirical underpinning. Management Science Letters, 10(15), 3561–3570. https://doi.org/10.5267/j.msl.2020.6.038
Lekobane, K. R., & Selelo, G. B. (2017). Effects of Service Quality on Customers Satisfaction on Botswana’s Mobile Telecommunications Industry. Archives of Business Research, 5(3). https://doi.org/10.14738/abr.53.2833
Liao, J., Li, M., Wei, H., & Tong, Z. (2021). Antecedents of smartphone brand switching: a push–pull–mooring framework. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-06-2020-0397
Liébana-Cabanillas, F., Marinkovic, V., Ramos de Luna, I., & Kalinic, Z. (2018). Predicting the determinants of mobile payment acceptance: A hybrid SEM-neural network approach. Technological Forecasting and Social Change, 129(February 2017), 117–130. https://doi.org/10.1016/j.techfore.2017.12.015
Lin, C. H., Morais, D. B., Kerstetter, D. L., & Hou, J. S. (2007). Examining the role of cognitive and affective image in predicting choice across natural, developed, and theme-park destinations. Journal of Travel Research, 46(2), 183–194. https://doi.org/10.1177/0047287506304049
Lin, H., Zhang, M., & Gursoy, D. (2020). Impact of nonverbal customer-to-customer interactions on customer satisfaction and loyalty intentions. International Journal of Contemporary Hospitality Management, 32(5), 1967–1985. https://doi.org/10.1108/IJCHM-08-2019-0694
Lin, P. C., & Huang, Y. H. (2012). The influence factors on choice behavior regarding green products based on the theory of consumption values. Journal of Cleaner Production, 22(1), 11–18. https://doi.org/10.1016/j.jclepro.2011.10.002
Liu, Y., Li, H., Xu, X., Kostakos, V., & Heikkilä, J. (2016). Modeling consumer switching behavior in social network games by exploring consumer cognitive dissonance and change experience. Industrial Management and Data Systems, 116(4), 801–820. https://doi.org/10.1108/IMDS-05-2015-0170
López-Miguens, M. J., & Vázquez, E. G. (2017). An integral model of e-loyalty from the consumer’s perspective. Computers in Human Behavior, 72, 397–411. https://doi.org/10.1016/j.chb.2017.02.003
Lucini, F. R., Tonetto, L. M., Fogliatto, F. S., & Anzanello, M. J. (2020). Text mining approach to explore dimensions of airline customer satisfaction using online customer reviews. Journal of Air Transport Management, 83. https://doi.org/10.1016/j.jairtraman.2019.101760
Lynn, G., Jungkun, P., Yun Jung, L., & Rick, W. (2007). Value-driven consumer e-health information search behavior. International Journal of Pharmaceutical and Healthcare Marketing, 1(2), 128.
Majid Baba, M. (2018). Service Quality and Customer Loyalty: A Study in Telecom Sector. Asian Review of Social Sciences, 7(1).
McLean, G., Osei-Frimpong, K., Al-Nabhani, K., & Marriott, H. (2020). Examining consumer attitudes towards retailers’ m-commerce mobile applications – An initial adoption vs. continuous use perspective. Journal of Business Research, 106, 139–157. https://doi.org/10.1016/j.jbusres.2019.08.032
Mohd Suki, N. (2016). Consumer environmental concern and green product purchase in Malaysia: structural effects of consumption values. Journal of Cleaner Production, 132, 204–214. https://doi.org/10.1016/j.jclepro.2015.09.087
Mohd Suki, N. (2017). Green products usage: structural relationships on customer satisfaction and loyalty. International Journal of Sustainable Development and World Ecology, 24(1), 88–95. https://doi.org/10.1080/13504509.2016.1169563
Mohd Thas Thaker, M. A. Bin, Amin, M. F. Bin, Mohd Thas Thaker, H. Bin, & Allah Pitchay, A. Bin. (2019). What keeps Islamic mobile banking customers loyal? Journal of Islamic Marketing, 10(2), 525–542. https://doi.org/10.1108/JIMA-08-2017-0090
Moon, M. A., Khalid, M. J., Awan, H. M., Attiq, S., Rasool, H., & Kiran, M. (2017). Consumer’s perceptions of website’s utilitarian and hedonic attributes and online purchase intentions: A cognitive–affective attitude approach. Spanish Journal of Marketing - ESIC, 21(2), 73–88. https://doi.org/10.1016/j.sjme.2017.07.001
Moon, S. J., Costello, J. P., & Koo, D. M. (2017). The impact of consumer confusion from eco-labels on negative WOM, distrust, and dissatisfaction. International Journal of Advertising, 36(2), 246–271. https://doi.org/10.1080/02650487.2016.1158223
Mortensen, M. H. (2012). Understanding attractiveness in business relationships - A complete literature review. Industrial Marketing Management, 41(8), 1206–1218. https://doi.org/10.1016/j.indmarman.2012.10.005
Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262–270. https://doi.org/10.1016/j.jretconser.2016.02.002
Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: years 2000-2015. International Journal of Contemporary Hospitality Management, 29(1), 2–29. https://doi.org/10.1108/IJCHM-10-2015-0594
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. McGraw-Hill.
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(SUPPL.), 33–44. https://doi.org/10.2307/1252099
Papista, E., Chrysochou, P., Krystallis, A., & Dimitriadis, S. (2018). Types of value and cost in consumer–green brands relationship and loyalty behaviour. Journal of Consumer Behaviour, 17(1), e101–e113. https://doi.org/10.1002/cb.1690
Park, J. S., Kim, J. J., & Koh, J. (2010). Determinants of continuous usage intention in web analytics services. Electronic Commerce Research and Applications, 9(1), 61–72. https://doi.org/10.1016/j.elerap.2009.08.007
Park, J., Stoel, L., & Lennon, S. J. (2008). Cognitive, affective and conative responses to visual simulation: the effects of rotation in online product presentation. Journal of Consumer Behaviour, 7(1), 72–87. https://doi.org/10.1002/cb.237
Pihlström, M., & Brush, G. J. (2008). Comparing the perceived value of information and entertainment mobile services. Psychology and Marketing, 25(8), 732–755. https://doi.org/10.1002/mar.20236
Ping, R. A. (1993). The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect. Journal of Retailing, 69(3), 320–352. https://doi.org/10.1016/0022-4359(93)90010-G
Pooser, D. M., & Browne, M. J. (2018). The Effects of Customer Satisfaction on Company Profitability: Evidence From the Property and Casualty Insurance Industry. Risk Management and Insurance Review, 21(2), 289–308. https://doi.org/10.1111/rmir.12105
Qasim, H., & Abu-Shanab, E. (2016). Drivers of mobile payment acceptance: The impact of network externalities. Information Systems Frontiers, 18(5), 1021–1034. https://doi.org/10.1007/s10796-015-9598-6
Raman, P., & Aashish, K. (2021). To continue or not to continue: a structural analysis of antecedents of mobile payment systems in India. International Journal of Bank Marketing, 39(2), 242–271. https://doi.org/10.1108/IJBM-04-2020-0167
ReportLinker. (2021). Global and China Mobile Payment Industry Report, 2020-2026. https://www.reportlinker.com/p04627129/Global-and-China-Mobile-Payment-Industry-Report.html
Rivera, M. A., Murphy, K. S., & Khalilzadeh, J. (2018). Globalization of workforce: PLS approach to higher-order value construct in a study abroad context. Journal of Hospitality and Tourism Technology, 9(3), 314–337. https://doi.org/10.1108/JHTT-10-2017-0114
Sangroya, D., & Nayak, J. K. (2017). Factors influencing buying behaviour of green energy consumer. Journal of Cleaner Production, 151, 393–405. https://doi.org/10.1016/j.jclepro.2017.03.010
Schiffman, L. G., & Kanuk, L. L. (2004). Consumer Behavior (8th ed.). Prentice Hall.
Schuitema, G., Anable, J., Skippon, S., & Kinnear, N. (2013). The role of instrumental, hedonic and symbolic attributes in the intention to adopt electric vehicles. Transportation Research Part A: Policy and Practice, 48, 39–49. https://doi.org/10.1016/j.tra.2012.10.004
Shahzad, A., Yaqub, R. M. S., Di Vaio, A., & Hassan, R. (2021). Antecedents of customer loyalty and performance improvement: Evidence from Pakistan’s telecommunications sector. Utilities Policy, 70(June 2020), 101208. https://doi.org/10.1016/j.jup.2021.101208
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of Business Research, 22(2), 159–170. https://doi.org/10.1016/0148-2963(91)90050-8
Shokouhyar, S., Shokoohyar, S., & Safari, S. (2020). Research on the influence of after-sales service quality factors on customer satisfaction. Journal of Retailing and Consumer Services, 56. https://doi.org/10.1016/j.jretconser.2020.102139
Slack, N., Singh, G., & Sharma, S. (2020). Impact of perceived value on the satisfaction of supermarket customers: developing country perspective. International Journal of Retail and Distribution Management, 48(11), 1235–1254. https://doi.org/10.1108/IJRDM-03-2019-0099
Suchánek, P., & Králová, M. (2019). Customer satisfaction, loyalty, knowledge and competitiveness in the food industry. Economic Research-Ekonomska Istrazivanja , 32(1), 1237–1255. https://doi.org/10.1080/1331677X.2019.1627893
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220. https://doi.org/10.1016/S0022-4359(01)00041-0
Thakur, R. (2019). The moderating role of customer engagement experiences in customer satisfaction–loyalty relationship. European Journal of Marketing, 53(7), 1278–1310. https://doi.org/10.1108/EJM-11-2017-0895
Thibaut, J. W., & Kelley, H. H. (1959). The Social Psychology of Groups. In Wiley. Wiley.
Thongmak, M. (2020). Determinants of intention to play Pokémon Go. Heliyon, 6(12). https://doi.org/10.1016/j.heliyon.2020.e03895
Tran, G. A., & Strutton, D. (2020). Comparing email and SNS users: Investigating e-servicescape, customer reviews, trust, loyalty and E-WOM. Journal of Retailing and Consumer Services, 53. https://doi.org/10.1016/j.jretconser.2019.03.009
Tynan, C., McKechnie, S., & Chhuon, C. (2010). Co-creating value for luxury brands. Journal of Business Research, 63(11), 1156–1163. https://doi.org/10.1016/j.jbusres.2009.10.012
Verkijika, S. F. (2020). An affective response model for understanding the acceptance of mobile payment systems. Electronic Commerce Research and Applications, 39. https://doi.org/10.1016/j.elerap.2019.100905
Wallin, A. J., & Fuglsang, L. (2017). Measuring customer experience in physical retail environments. Journal of Service Management, 28(5), 884–997. http://10.0.4.84/JOSM-06-2016-0142%0Ahttp://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=125791486&site=ehost-live&scope=site
Wang, L., Luo, X. (Robert), Yang, X., & Qiao, Z. (2019). Easy come or easy go? Empirical evidence on switching behaviors in mobile payment applications. Information and Management, 56(7), 103150. https://doi.org/10.1016/j.im.2019.02.005
Wang, Y. (2016). Social stratification, materialism, post-materialism and consumption values: An empirical study of a Chinese sample. Asia Pacific Journal of Marketing and Logistics, 28(4), 580–593. https://doi.org/10.1108/APJML-10-2015-0149
Wen, B., & Geng, Q. (2013). Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers. International Journal of Contemporary Hospitality Management, 25(3), 306–327. https://doi.org/10.1108/09596111311310991
Williams, P., Soutar, G., Ashill, N. J., & Naumann, E. (2017). Value drivers and adventure tourism: A comparative analysis of Japanese and Western consumers. Journal of Service Theory and Practice, 27(1), 102–122. https://doi.org/10.1108/JSTP-05-2015-0116
Wong, K. H., Chang, H. H., & Yeh, C. H. (2019). The effects of consumption values and relational benefits on smartphone brand switching behavior. Information Technology and People, 32(1), 217–243. https://doi.org/10.1108/ITP-02-2018-0064
Yuan, S., Liu, L., Su, B., & Zhang, H. (2020). Determining the antecedents of mobile payment loyalty: Cognitive and affective perspectives. Electronic Commerce Research and Applications, 41(January). https://doi.org/10.1016/j.elerap.2020.100971
Zietsman, M. L., Mostert, P., & Svensson, G. (2020). A multidimensional approach to the outcomes of perceived value in business relationships. European Business Review, 32(4), 709–729. https://doi.org/10.1108/EBR-10-2019-0258
Published
2023-09-01
How to Cite
QI, Zhang; KAMALUL ARIFFIN, Shaizatulaqma. Examining the Influencing Factors of Customer Loyalty in Mobile Payment: A Conceptual Model and Research Propositions. International Journal of Business and Technology Management, [S.l.], v. 5, n. 3, p. 143-158, sep. 2023. ISSN 2682-7646. Available at: <https://myjms.mohe.gov.my/index.php/ijbtm/article/view/23743>. Date accessed: 13 june 2024.
Section
Articles