The Impact of Perceived Usefulness, Perceived Value, and Perceived Security on Mobile Payment App Loyalty through Satisfaction: User Interface as Moderator

Abstract

The purpose of this study is to examine the influence factors of perceived usefulness, perceived security, perceived value and moderator effect of user interface toward mobile payment app loyalty through customer satisfaction on GrabPay user in Klang Valley, Penang, and Johor. This study inspects the influence factors toward customer satisfaction and relationship between customer satisfaction and mobile payment app loyalty among the GrabPay user in Klang Valley, Penang and Johor by using Structural Equation Model (SEM) analysis of 468 respondents. The findings of this study shown perceived usefulness, perceived security and perceived value had significant relationship to customer satisfaction. In addition, customer satisfaction and perceived value had significant positive effect on mobile payment loyalty app. The satisfaction had strongest significant level to mobile payment app loyalty. This study is important to management team, consumer and merchant who are involve in mobile payment app as it indicates the influence factors of perceived usefulness, perceived security, perceived value and moderator of user interface toward customer satisfaction are the among critical elements in affecting the mobile payment app loyalty. There are only a few research studies related to customer retention on mobile payment app loyalty with the modified variables from Technology Acceptance Model (TAM) theory and electronic Service Quality (e-SQ) model. Instead, many researchers were conducted to examine the adoption of mobile payment app through behavioural intention. Hence, this study is to extend the research model by adding moderating effect of user interface, influence factor of perceived security and perceived value toward customer satisfaction that lead to mobile payment app loyalty. Moreover, examine the perceived value toward mobile payment app loyalty.