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Impact of m-payments on purchase intention and customer satisfaction : perceived flow as mediator

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  • Md. Shamim Hossain
  • Xiaoyan Zhou

Abstract

This study aims to observe the impact of m-payments on purchase intention and customer satisfaction by considering perceived flow as a mediator in the online shopping context of China. A theoretical stimulus-organism-response (S-O-R) framework was used in this study to explain the effect of m-payments on customer satisfaction and purchase intention. Primary data were collected by online questionnaires from 350 valid respondents, who purchased a product online via M-Payments system. The partial least square path modeling approach was used to test the structural model and measurements. This study showed that m-payments have an enormous impact on customer satisfaction and purchase intention. The findings of this study also showed that m-payments influence perceived flow, which, in turn, influences online shoppers’ satisfaction and purchase intention. Findings of this study are practically significant for both marketers and customers. Because of usability, emotion, and security of m-payments system, marketers should accept m-payment as an easy payment tool that will lead to more profitability for organizations. Not only that but also customers can learn their behavior regarding online and mobile payment in the online shopping context. This study has significant implications in the field of online marketing, retailing and consumer behavior.

Suggested Citation

  • Md. Shamim Hossain & Xiaoyan Zhou, 2018. "Impact of m-payments on purchase intention and customer satisfaction : perceived flow as mediator," International Journal of Science and Business, IJSAB International, vol. 2(3), pages 503-517.
    • Handle: RePEc:aif:journl:v:2:y:2018:i:3:p:503-517
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    References listed on IDEAS

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    Cited by:

    1. Hossain Md Shamim & Zhou Xiaoyan & Rahman Mst Farjana, 2019. "Customer satisfaction under heterogeneous services of different self-service technologies," Management & Marketing, Sciendo, vol. 14(1), pages 90-107, March.
    2. Su-Chang Chen & Kuo Cheng Chung & Ming Yueh Tsai, 2019. "How to Achieve Sustainable Development of Mobile Payment through Customer Satisfaction—The SOR Model," Sustainability, MDPI, vol. 11(22), pages 1-16, November.
    3. Besar Ibrahim Mohammed, 2020. "E-Banking in United Arab Emirates: Understanding the Innovation and the Impact of Its Adoption," International Journal of Science and Business, IJSAB International, vol. 4(12), pages 62-68.
    4. Tian Hewei & Lee Youngsook, 2022. "Influencing Factors of Online Course Learning Intention of Undergraduates Majoring in Art and Design: Mediating Effect of Flow Experience," SAGE Open, , vol. 12(4), pages 21582440221, November.
    5. Yuyang Zhao & Fernando Bacao, 2021. "How Does the Pandemic Facilitate Mobile Payment? An Investigation on Users’ Perspective under the COVID-19 Pandemic," IJERPH, MDPI, vol. 18(3), pages 1-22, January.
    6. Yuyang Zhao & Fernando Bacao, 2021. "How Does Gender Moderate Customer Intention of Shopping via Live-Streaming Apps during the COVID-19 Pandemic Lockdown Period?," IJERPH, MDPI, vol. 18(24), pages 1-24, December.
    7. Ayatulloh Michael Musyaffi & Razana Juhaida Johari & Christian Wiradendi Wolor & Amer Azlan Abdul Jamal & Anaya Zahra Santika & Muhammad Arifsyah Arifi, 2023. "The Innovativeness and Value of Quick Response Code Payment for MSMEs: The Influence of Security-Related Factor," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 6, pages 89-107.
    8. Zarqa Shaheen, 2022. "WeChat's Effect on Online Purchase Intention of Fast Moving Consumer Goods," International Journal of Asian Business and Information Management (IJABIM), IGI Global, vol. 13(1), pages 1-25, January.

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