Factors in the Ecosystem of Mobile Payment Affecting its Use: From the Customers' Perspective in Taiwan

In comparison with the rapid adoption and growth of mobile technologies worldwide, mobile payment services are being adopted at a slower pace than expected. In the literature, most studies about customers’ use of mobile payment have focused mainly on the technological aspects. However, the businesses that provide mobile payment in terms of an ecosystem include various industries. This study integrated and empirically investigated the factors in multi-faceted nature of the mobile payment ecosystems, which influence customers’ acceptance and actual adoption. Although technological and social elements influence customers’ intention to use mobile payment for transactions, this study verified the important connection between cognition (intention to use) and behavior (actual usage). Service quality, service innovation, brand equity, switching costs, and public policy all impact the gap between intention and actual adoption of mobile payment.