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Retailer Adoption of Mobile Payment: A Qualitative Study

Author

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  • Krassie Petrova

    (Auckland University of Technology, Auckland, New Zealand)

  • Bo Wang

    (Auckland University of Technology, Auckland, New Zealand)

Abstract

This qualitative study aimed to identify the motivating factors and the challenges related to the adoption of mobile payment (mPayment) by small business retailers. Data collected from semi-structured personal interviews with a small group of participants were analyzed applying a content analysis approach. The findings indicate that retailer demand for mPayment was motivated mainly by perceived customer expectations for a convenient (faster) way to pay using the ubiquitous mobile technology, as well as by the perceived efficiency of mPayment leading to revenue increase. Challenges to mPayment adoption included, among others, the need to compete with already established point-of-sale payment technologies and the lack of information about mPayment leading to uncertainty about its comparative advantages. The study contributes to the body of knowledge by developing and exploring a merchant oriented mPayment adoption model. The factors identified as adoption drivers and challenges provide an insight into New Zealand retailer perspectives on mPayment, and the grounds for recommendations to mPayment service providers.

Suggested Citation

  • Krassie Petrova & Bo Wang, 2013. "Retailer Adoption of Mobile Payment: A Qualitative Study," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 11(4), pages 70-89, October.
    • Handle: RePEc:igg:jeco00:v:11:y:2013:i:4:p:70-89
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    Cited by:

    1. Moghavvemi, Sedigheh & Mei, Tan Xin & Phoong, Seuk Wai & Phoong, Seuk Yen, 2021. "Drivers and barriers of mobile payment adoption: Malaysian merchants' perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    2. Anirban Adhikary & Krishna Sundar Diatha & Sourav Bikash Borah & Amalesh Sharma, 2021. "How does the adoption of digital payment technologies influence unorganized retailers’ performance? An investigation in an emerging market," Journal of the Academy of Marketing Science, Springer, vol. 49(5), pages 882-902, September.
    3. Singh, Nidhi & Sinha, Neena, 2020. "How perceived trust mediates merchant's intention to use a mobile wallet technology," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).

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