Kar Arpan Kumar
Department of Management Studies, Indian Institute of Technology Delhi Hauz Khas, New Delhi, 110016 India.
Inf Syst Front. 2021;23(5):1341-1361. doi: 10.1007/s10796-020-10045-0. Epub 2020 Jul 18.
Mobile payment services have become increasingly important in daily lives in India due to multiple planned and unplanned events. The objective of this study is to identify the determinants of usage satisfaction of mobile payments which could enhance service adoption. The "Digital Service Usage Satisfaction Model" has been proposed and validated by combining technology adoption and service science literature. First the data was extracted from Twitter based on hashtags and keywords. Then using sentiment mining and topic modelling the large volumes of text were analysed. Then network science was also used for identifying clusters among associated topics. Then, using content analysis methodology, a theoretical model was developed based on literature. Finally using multiple regression analysis, we validated the proposed model. The study establishes that cost, usefulness, trust, social influence, credibility, information privacy and responsiveness factors are more important to increase the usage satisfaction of mobile payments services. Also methodologically, this is an endeavour to validate a new approach which uses social media data for developing a inferential theoretical model.
由于多种计划内和计划外事件，移动支付服务在印度的日常生活中变得越来越重要。本研究的目的是确定移动支付使用满意度的决定因素，这些因素可以促进服务采用。通过结合技术采用和服务科学文献，提出并验证了“数字服务使用满意度模型”。首先，基于主题标签和关键词从推特中提取数据。然后，使用情感挖掘和主题建模对大量文本进行分析。接着，网络科学也被用于识别相关主题中的集群。然后，使用内容分析方法，基于文献开发了一个理论模型。最后，使用多元回归分析，我们验证了所提出的模型。该研究表明，成本、有用性、信任、社会影响、可信度、信息隐私和响应性因素对于提高移动支付服务的使用满意度更为重要。在方法论上，这也是一次验证一种新方法的尝试，该方法使用社交媒体数据来开发一个推断性理论模型。
