Quality in mobile payment service in India

Abstract

This study seeks to determine the dimensions of quality from the perspective of “voice of the consumer”. It uses the Total Interpretive Structural Modelling (TISM) with construct of Usefulness, Ease of Use, Security &Trust, Visual Appeal, Complementary Relationship and Customer Service. The general theoretical framework of the Theory of Reasoned Action (TRA), Technology Acceptance Model (TAM), SERVQUAL, WebQual and Quality Function Deployment have been used to develop a questionnaire for Mobile Payment Service (MPS) quality. Individual’s response to questions about the quality in MPS, they are using were collected and analysed with TISM. Though, the analysis confirms with the classical theory of TAM (i.e. Usefulness and Ease of Use), additionally the results also shows the consumers perceived concern about trust and security. There is also existence of significant relationship observed between demographics of the respondents and variables measured. The study intended to analyse the service quality in MPS in light of extant research on Technology Acceptance and Service Quality via construct of behavioural interaction to use and actual usage.