Francisco Muñoz-Leiva

Antecedents of the adoption of the new mobile payment systems: The moderating effect of age

Abstract The purpose of this study was to propose and test an integrative theoretical model that allows one to determine the relative importance of certain factors (i.e. external influences, ease of use, attitude, usefulness, trust, risk) for the adoption of a new mobile payment system advertised on new electronic environments, as well as to analyze the eventual moderating effect of the age of the consumer in the use of this tool. The empirical results show that the proposed behavioral model was appropriately adjusted, thus proving that the age of the user introduces significant differences in the proposed relationships between influences from third parties and ease of use of the payment system, between the perceived trust in the system and its ease of use, as well as between trust and a favorable attitude towards its use.

Improving retention rate and response quality in Web-based surveys

This study centers on three parameters that can influence responses to Web-based surveys: personalization, the periodicity of follow-up mailings and incentives based on prize draws. The results show the need to send a lower number of reminders with personalized e-mail messages when the aim is for respondents to complete the full questionnaire. In contrast, the use of post-incentives based on prize draws was not found to have a significant effect on retention rate when used alone or in combination with personalized messages and/or a lower number of reminders. Moreover, none of the above factors, except personalization, improves response quality when used separately or in conjunction.

Generalising user behaviour in online travel sites through the Travel 2.0 website acceptance model

Purpose – The purpose of this paper is to analyse tourist behaviour with regard to the new Web 2.0‐based sites, or Travel 2.0 websites. Concretely, it seeks to generalise the underlying behavioural model in explaining intention to use such sites according to its main determinants.Design/methodology/approach – The authors develop a structural equations model (SEM), which is applied to three websites selected for the study – i.e. the blog of a hotel, its Tripadvisor community and its Facebook profile. Rigorous empirical research was conducted by asking respondents to visualise the three different Travel 2.0 websites and complete a web questionnaire.Findings – The findings reveal that the original technology acceptance model (TAM) is a robust underlying model for studies aimed at examining these sites. Focusing on blogs, social networks and virtual communities, the study shows that the relationship between certain cognitive and behavioural variables may vary depending on the specific website.Research limitat...

Role of gender on acceptance of mobile payment

Purpose – The purpose of the research is to try to explain the intention of adopting a new mobile payment (m-payment) system in a country where this type of payment systems does not have a presence. More exactly, to propose and test an integrative theoretical model that allows to determine the relative influence of the determining factors (external influences, ease of use, attitude, usefulness, trust and risk) for the acceptance of a new m-payment system and to analyze the eventual moderating effect of the gender of the consumer in the use of these tools. Design/methodology/approach – To carry out this research, a web experiment based on a general population sample was put in place, in order to analyze the proposed behavioral model towards a new m-payment system. Findings – The empirical results show that the proposed behavioral model was appropriately adjusted, thus proving that the gender of the user introduces significant differences in the proposed relationships between ease of use and usefulness of t...

The determinants of satisfaction with e‐banking

Purpose – The aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users; a topic of great interest to the business strategies of financial institutions. In this context, the authors analyse the main determinants of user experience with a specific institutions products.Design/methodology/approach – A comprehensive review of the scientific literature has justified the development of a behavioural model that explains satisfaction using a set of constructs or endogenous variables. Data was collected from a self‐administered web survey in the authenticated section of the electronic banking service of a prestigious financial institution.Findings – The analysis tests the relationship between the proposed variables (accessibility, trust, ease of use and usefulness) and satisfaction with electronic banking.Research limitations/implications – The study was limited to the data of a single financial institution. Caution should therefore be exercised in ...

How to improve trust toward electronic banking

– The purpose of this paper is to contribute to the field of trust research with a focus on optimising this perception via electronic transactions in the banking industry. Specifically, the study aims to examine trust toward a bank and its dependability using a variety of “institution‐based” trust mechanisms, such as security of transaction, reputation and web quality., – It is expected that the manner in which the trust‐generating mechanisms are presented has different effects on the level of trust in the internet banking services. The analysis of these influences is based on an experimental design applied to internet banking users with the aim of treating the scenarios defined by combinations of stimuli. In particular, a design was used with three intra‐subject factors: the first two, manipulated a priori, combine seals and their associated clauses or arrangements, while the third considered a bank websites quality from the user viewpoint., – The analysis discovers that the mere presence of seals is not in itself important for the explanation of beliefs about trustworthiness and dependability of a website with electronic banking services. However, the manner in which the trust‐generating mechanisms are presented, either individually or in their different combinations, has different effects on trust., – The study is limited to data from one country and a single specific context (a new electronic banking website), so care should be taken when generalising to other electronic businesses. The findings contribute several recommendations for web design and optimisation of the online services and/or content offered by a bank., – This paper is the first study to evaluate the combined effects of four seals generators of trust in a banks website and its associated arrangements or clauses as well as design quality. The study will provide greater understanding of navigation behaviour and the decisions made by users of electronic banking.

Determinants of the Use of the Internet as a Tourist Information Source

The modelling of usage behaviour of New Information Technologies is of great utility to managers who need to evaluate the probability of success in the introduction of these technologies. The present study empirically contrasts the capacity of Daviss Technology Acceptance Model 1989 to help understand the determinants of the intention to use the Internet to search for holiday information. The findings show that the above theory does explain the intention to use the Internet on the part of the tourist, but it should be expanded to take account of the tourists satisfaction with previous experiences of searching for holiday information.

A model for the integration of e-financial services questionnaires with SERVQUAL scales under fuzzy linguistic modeling

Although it is habitual to measure human perceptions with quite accurate instruments, perceptions are characterized by uncertainty and fuzziness. Furthermore, variations in individual perceptions and personality mean that the same words can indicate very different perceptions. In this context, the fuzzy linguistic approach seems to be an appropriate framework for modeling information. In this paper we explore the problem of integrating semantically heterogeneous data (natural language included) from various websites with opinions about e-financial services. We develop an extension of the fuzzy model based on semantic translation (FMST) under the perspective of the service quality (SERVQUAL) stream of research. The model permits us to obtain a more precise representation of the opinions using each type of customers. By integrating all customers into different subsets, a financial entity can easily analyze the SERVQUAL characteristics over time or other dimensions owing to the easy linguistic interpretability and high precision of the results of the model.

The influence of e-word-of-mouth on travel decision-making: consumer profiles

The emergence of Web 2.0 in recent years has significantly affected tourism information sources. This paper attempts to confirm how Travel 2.0 applications have influenced tourist decision-making behaviour. The results of the study show that tourists continue to be influenced to a greater extent by the comments and opinions of friends and relatives (word-of-mouth, WOM) when arranging travel than by other Internet users (eWOM). The study demonstrates that official travel destination websites are the most widely used online platform among tourists seeking information, followed by travel blogs and travel social network sites. Finally, different groups of tourists are classified according to their socio-demographic characteristics to explain the degree to which these information sources influence travel decisions.

Extrinsic and intrinsic motivation in the use of the internet as a tourist information source

The modelling of new information technologies usage behaviour is of great interest to managers who need to evaluate the probability of success in the introduction of these technologies. This study empirically tests the capacity of Daviss Technology Acceptance Model (TAM) (Davis, 1989) and Davis et al.s Motivational Model (MM) (Davis et al., 1992) to help understand the determinants of the intention to use the internet to search for holiday information. The findings show that these theories do explain the intention of internet use by the tourist.