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Customer pre-adoption choice behavior for M-PESA mobile financial services

Customer pre-adoption choice behavior for M-PESA mobile financial services PurposeThe purpose of this paper is to extend the theory of consumption values by investigating the influence of aesthetic, conditional, convenience, monetary, epistemic, self-gratification, and social value on customer pre-adoption choice behavior to use mobile financial services.Design/methodology/approachData were collected using an online survey questionnaire resulting in 524 total responses from registered users of M-PESA mobile financial services in Kenya, ultimately resulting in a usable sample of 384 responses. Partial least squares was used to evaluate the research model and associated hypotheses.FindingsAesthetic, conditional, convenience, monetary, epistemic, and self-gratification value are positive determinants of customer pre-adoption choice behavior to use M-PESA mobile financial services, but not social value.Research limitations/implicationsSurvey participants were limited to customers of M-PESA mobile financial services in Kenya. The study findings present important implications for managers and academic researchers in the mobile financial services market.Originality/valueThis is one of the first empirical studies to investigate customer pre-adoption choice behavior to use M-PESA mobile financial services from the perspective of customer perceived value. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Industrial Management & Data Systems Emerald Publishing

Customer pre-adoption choice behavior for M-PESA mobile financial services

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0263-5577
DOI
10.1108/IMDS-06-2016-0228
Publisher site
See Article on Publisher Site

Abstract

PurposeThe purpose of this paper is to extend the theory of consumption values by investigating the influence of aesthetic, conditional, convenience, monetary, epistemic, self-gratification, and social value on customer pre-adoption choice behavior to use mobile financial services.Design/methodology/approachData were collected using an online survey questionnaire resulting in 524 total responses from registered users of M-PESA mobile financial services in Kenya, ultimately resulting in a usable sample of 384 responses. Partial least squares was used to evaluate the research model and associated hypotheses.FindingsAesthetic, conditional, convenience, monetary, epistemic, and self-gratification value are positive determinants of customer pre-adoption choice behavior to use M-PESA mobile financial services, but not social value.Research limitations/implicationsSurvey participants were limited to customers of M-PESA mobile financial services in Kenya. The study findings present important implications for managers and academic researchers in the mobile financial services market.Originality/valueThis is one of the first empirical studies to investigate customer pre-adoption choice behavior to use M-PESA mobile financial services from the perspective of customer perceived value.

Journal

Industrial Management & Data Systems – Emerald Publishing

Published: Jun 12, 2017

References

  • Value creation in mobile commerce: findings from a consumer survey
  • E-satisfaction and e-loyalty: a contingency framework
  • Hedonic shopping motivation
  • Understanding service convenience
  • A longitudinal analysis of the impact of service changes on customer attitudes
  • Assessing customers’ perceived value of the online channel of multichannel retailers: a two country examination
  • Consumer perceived value: the development of a multiple item scale in hospitals in the Indian context
  • A conceptual model of perceived customer value in e-commerce: a preliminary investigation