Title: Employee satisfaction with mobile payment systems: a case study of convenience stores in Taiwan

Authors: Wan-Rung Lin; Chun-Yueh Lin; Gong-Xian He

Addresses: Department of Banking & Finance, Chinese Culture University, Taipei, Taiwan ' Department of Banking & Finance, Chinese Culture University, Taipei, Taiwan ' Department of Banking & Finance, Chinese Culture University, Taipei, Taiwan

Abstract: In recent years, with the rise of mobile payment systems, retailers in Taiwan have in succession developed their mobile wallets, which have significantly improved the convenience for people in shopping through a handy consumption model. This study identified store employee satisfaction with the operation of mobile payment systems as well as its correlation with personal influence based on the main framework of DeLone and McLean's information system success model and the case of the convenience stores where transactions are frequently conducted. The research results showed a significant positive relationship among system quality, information quality, service quality, satisfaction, and personal influence, and a significant positive relationship between satisfaction and personal information.

Keywords: mobile payment; retailer; D&M information system success model.

DOI: 10.1504/IJFSM.2021.115740

International Journal of Financial Services Management, 2021 Vol.11 No.1, pp.27 - 44

Received: 10 Sep 2019
Accepted: 01 Jul 2020
Published online: 18 Jun 2021 *

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