A Study on the Relationship between Service Quality of Mobile Payment System, Customer Satisfaction and Behavioral Intention
Sun-Gu Kim, Changhee Kim · Journal of Korea Service Management Society · 2023
This research is about the investigation of the structual relation between the service quality of mobile payment systems, customers satisfaction and the behavior intentions with multilateral perspectives to offer the implications of mobile payment system industries and their development. In the body of this research, the data has gathered by on-line survey agent during 5 days, being performed Nov 16th to 20th of 2000years and total 284 were taken as reliable. We used the tools of PASW/PC and AMOS21.0 using the tools of "Frequency analysis" and "Descriptive statstics analysis" to identify the demographical characteristics, using the tools of "confirmatory factor analysis" and "reliabilty analysis" to the verify the survay tools and the survay result"s reliablity, using the tool of "correlation analysis" to invetigate the directionality of the factors which indetified as singular demension and using the tools of "structural equation modeling" and "bootstrapping" to the verify the research hypothesis. The results of verifying the research hypothesis show, firstly, the service quality of mobile payment system have a positive effect on the customer satisfaction. secondly, the service quality of mobile payment system have a positive effect on the behavior intentions. thirdly, the customer satisfaction of mobile payment system have a positive effect on the behavior intentions. fourthly, the customer satisfaction have a mediated effect on the relations of the service quality of the mobile payment system and the behavior intentions.