Table 2.
Factors affecting mobile payment service encounters and usage experience
| SN | Dimensions | Explanation | Literature Evidence |
|---|---|---|---|
| 1 | Cost (price) | Fees paid per transaction or one time for onboarding |
(Shon and Swatman 1998) (Kapoor et al. 2014) |
| 2 | Usefulness | Transaction requirements, Finance related issues of customers should be satisfied. | (Pachpande and Kamble 2018) |
| 3 | Ease of use | The ease with which a digital transaction may be undertaken by the user | (Guriting and Oly Ndubisi 2006; Rana et al. 2013). |
| 4 | Trust | Trust on the individual, system or organization facilitating the service delivery | Slade et al. 2014) |
| 5 | Performance | Performance of regularity of desired outcome of the digital transaction | (Venkatesh et al. 2006; Gholami et al. 2010) |
| 6 | Security | Maintaining confidentiality, authenticity, non-repudiability between users and services. | (Papa et al. 2010) |
| 7 | Social Influence | Views of support or prestige associated among social groups and peers when a service is used | (Koenig-Lewis et al. 2015) |
| 8 | Information Risk | The risk of information getting affected, accessed or misused when information interchange happens in a transaction | (Slade et al. 2015; Leong et al. 2003). |
| 9 | Credibility | The extent that a user’s trusts the promises of service delivery by the firm. | (Parasuraman et al. 1988) |
| 10 | Assurance | Ability to convey confidence that the service provider will act in the interest of the user and deliver what it was supposed to do. | (Parasuraman et al. 1991) |
| 11 | Customer Support (Attitude) | The orientation of the service provider to support the customer’s needs for issues related to service consumption | (Arvidsson 2014) |
| 12 | Responsiveness | How quick is the service provider to address issues when a service request is raised by a user? | (Lin 2013) |
| 13 | Confidentiality | Information should be restricted among the parties involved in the transaction. | (Meharia 2012) |
| 14 | Information Privacy | The personal and sensitive information collected during a transaction will not be shared or used beyond intended usage or user groups | (Tsai et al. 2011) |
| 15 | Reliability | The systems will continue to provide uniform quality of services outcome over time. | (Parasuraman et al. 1988) |