A Research on the Risk, Trust and Intention to Use of Mobile Payment Systems During the COVID-19 (Coronavirus) Pandemic

Abstract

Purpose – Uncertainties regarding payment transactions performed through mobile shopping applications affect the perceived risk, perceived trust and usage intentions of consumers. In particular, the increasing transaction volumes for payments made through mobile shopping applications due to the COVID-19 pandemic make consumers even more worried. The purpose of this study is to determine the perceived risk, perceived trust and usage intentions regarding mobile payments, which are frequently used by consumers in today's digital age. In addition, the evaluations of the participants regarding these variables are presented comparatively in terms of their socio-demographic characteristics. Thus, changes in participants' perception of mobile payments will be observed during the COVID-19 pandemic.

Design/Method/Approach –  The online survey method was used to collect the research data. The universe of the research consists of mobile shopping applications users residing in Turkey. The sample population of the research consists of 434 mobile shopping users selected by simple (random) sampling method. In the analysis of the research data, first of all, validity and reliability analyzes were made. Subsequently, confirmatory factor analysis (CFA) was performed. Finally, ANOVA and t-test analysis were applied.

Findings –  As a result of the research analysis, perceived risk, perceived trust and intention to use; it has been detected that the frequency of mobile payment usage differentiates according to mobile payment system preference, age, gender, education level and income level.

Discussion –  According to the research findings, it was concluded that users with different demographic characteristics may also have differences in their perceptions. In this direction, will be beneficial for businesses to use different communication methods and tools for users with differences such as gender, age, income and education level in determining the marketing strategies for mobile payments in Turkey.