Retailer Adoption of Mobile Payment: A Qualitative Study

Authors:
Krassie Petrova;Bo Wang
Affiliations:
Auckland University of Technology, Auckland, New Zealand;Auckland University of Technology, Auckland, New Zealand
Venue:
Journal of Electronic Commerce in Organizations
Year:
2013

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Abstract

This qualitative study aimed to identify the motivating factors and the challenges related to the adoption of mobile payment mPayment by small business retailers. Data collected from semi-structured personal interviews with a small group of participants were analyzed applying a content analysis approach. The findings indicate that retailer demand for mPayment was motivated mainly by perceived customer expectations for a convenient faster way to pay using the ubiquitous mobile technology, as well as by the perceived efficiency of mPayment leading to revenue increase. Challenges to mPayment adoption included, among others, the need to compete with already established point-of-sale payment technologies and the lack of information about mPayment leading to uncertainty about its comparative advantages. The study contributes to the body of knowledge by developing and exploring a merchant oriented mPayment adoption model. The factors identified as adoption drivers and challenges provide an insight into New Zealand retailer perspectives on mPayment, and the grounds for recommendations to mPayment service providers.