Browse > Article
http://dx.doi.org/10.14400/JDC.2019.17.1.009

An exploratory study on consumers' responses to mobile payment service focused on Samsung Pay  

Jung, Minji (Department of Consumer and Family Science, SungKyunKwan University)
Lee, Yu Lim (Department of Consumer and Family Science, SungKyunKwan University)
Yoo, Chae Min (Department of Consumer and Family Science, SungKyunKwan University)
Kim, Ji Won (Department of Consumer and Family Science, SungKyunKwan University)
Chung, Jae-Eun (Department of Consumer and Family Science, SungKyunKwan University)
Publication Information
Journal of Digital Convergence / v.17, no.1, 2019 , pp. 9-27 More about this Journal
Abstract
The purpose of this study is to examine consumers' responses to mobile payment services by using a text-mining technique focusing on Samsung Pay as it is used in both online and offline transactions. We conducted text frequency analysis, text clustering analysis, and text network analysis using R programming. The major findings are as follows. First, the most frequently used key words referenced the brand names of the mobile devices, the replacement of traditional wallets and unique functions of Samsung Pay. Second, there was a clear split between positive and negative responses at the macro level. Third, replacement of traditional wallets played a great role in the positive responses and continuous use of mobile payment services. This study provides in-depth understanding of consumer responses toward mobile payment services. It also offers practical implications that may help mobile payment marketers correspond to consumer values and expectations, thus increasing consumer satisfaction.
Keywords
Samsung Pay; Mobile payment service; Text mining; Clustering analysis; Network analysis;
Citations & Related Records
Times Cited By KSCI : 8  (Citation Analysis)
연도 인용수 순위
1 Ministry of Education. (2016). Data Analysis Based on Text Mining Techniques. Learning Module for Big Data Analysis-08.
2 D. Park. (2016). Natural Language Processing of News Articles: A Case of 'NewsSource beta'. Communication Theories, 12(1), 4-52.
3 H. W. Park & L. Leydesdorff. (2004). Understanding the KrKwic: A Computer Program for the Analysis of Korean Text. Journal of the Korean data Analysis Society, 6(5), 1377-1387.
4 R. P. Bagozzi. (1986). Attitude Formation Under the Theory of Reasoned Action and a Purposeful Behaviour Reformulation. British Journal of Social Psychology, 25(2), 95-107. DOI: https://doi.org/10.1111/j.2044-8309.1986.tb00708.x   DOI
5 H. J. Kim & J. Y. Rha. (2016). Application of the Stimulus-Organism-Response Model on Consumer's Continued Intention to Use Mobile Payment Services: Multiple Mediation Model, Journal of Korean Home Management Association, 34(3), 139-156. DOI: https://doi.org/10.7466/jkhma.2016.34.4.139   DOI
6 J. Hwang & H. Yu. (2016). A Study on Factors Affecting and Intention to Use a Mobile Easy Payment Service: An Integrated Extension of TAM with Perceived Risk, Journal of Information Technology and Architecture, 13(2), 291-306.
7 T. E. Zhang & J. H. Lee. (2016) A Study on the Use Intention of Easy Mobile Payment Services, The e-Business Studies, 17(6), 203-218. DOI: https://doi.org/10.20462/tebs.2016.12.17.6.203   DOI
8 Y. J. Choi & H. C. Kim. (2016). An Empirical Analysis of the Factors Influencing Intention to Use Mobile Easy Payment Service Applying MPTAM(Mobile Payments Technology Acceptance Model) of University Students, Journal of Financial Consumers, 6(1), 109-133.
9 N. Mallat. (2007). Exploring Consumer Adoption of Mobile Payments - A Qualitative Study. The Journal of Strategic Information Systems, 16(4), 413-432. DOI: https://doi.org/10.1016/j.jsis.2007.08.001   DOI
10 H. N. Kim & E. C. Jung. (2017). Comparative Analysis on UX Design Direction of Mobile Payment Service Based on Innovation Acceptance and Adaptation Model from the Cognitive View - Focused on ZooMoney and Samsung Pay. Bulletin of Korean Society of Basic Design & Art, 18(1), 133-144.
11 T. S. Kwon. (2018). Samsung Pay Evolve Again... Second Round of Pay War with UX Reinforcement. Etoday, http://www.etoday.co.kr/news/section/newsview.php?idxno=1661023
12 M. B. Holbrook & E. C. Hirschman. (1982). The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun. Journal of Consumer Research, 9(2), 132-140. DOI: https://doi.org/10.1086/208906   DOI
13 H. S. Kong, E. J. Song & M. S. Kang. (2015). A Study on the Evaluation of Travel Agency using Social Big Data. Journal of the Korea Institute of Information and Communication Engineering, 19(10), 2241-2246. DOI: https://doi.org/10.6109/jkiice.2015.19.10.2241   DOI
14 H. J. Kim & J. H. Kim. (2017). A Study on Consumer Value Perception through Social Big Data Analysis: Focus on Smartphone Brands, The Journal of Society for e-Business Studies, 22(1), 123-146. DOI: https://doi.org/10.7838/jsebs.2017.22.1.123   DOI
15 J. M. Lee & J. Y. Rha. (2012). Consumers' Channel Choice and Channel Positioning in Multichannel Environment, Journal of Consumer Policy Studies, 41, 143-169. DOI: https://doi.org/10.15723/jcps..41.201204.143   DOI
16 S. J. Kim & C. B. Kim. (2017). A Study on the Factors Related to the Intention of the Usage of Easy Payment Services Considering Moderating Effect of Regulatory Focus, Journal of Business Research, 32(2), 1-26.   DOI
17 J. H. Han, S. H. Jae, B. H. Kim & J. S. Park. (2015). Effects of Consumer Trust and Perceived Usefulness on Mobile Payments and Online Shopping Website Loyalty, Journal of Digital Convergence, 13(12), 75-87. DOI: http://dx.doi.org/10.14400/JDC.2015.13.12.75   DOI
18 S. A. Oh & J. H. Park (2016). Easy Payment Services need to expand Affiliated Stores and Additional Services. Korea Consumer Agency. http://www.kca.go.kr/brd/m_32/view.do?seq=2092&srchFr=&srchTo=&srchWord=&srchTp=&itm_seq_1=0&itm_seq_2=0&multi_itm_seq=0&company_cd=&company_nm=&page=20
19 M. S. KIm. (2018). 'Monthly Turnover Exceeds 1 Trillion Won' Kakao Pay is Shaking the Quarterfinals. Market. Seoul News. http://www.seoul.co.kr/news/newsView.php?id=20180403020014
20 P. Desmet & P. Hekkert. (2007). Framework of Product Experience, International Journal of Design, 1(1), 57-66.
21 B. Schumitt. (1999). Experiential Marketing, Journal of Marketing Management, 15(1-3), 53-67. DOI: https://doi.org/10.1362/026725799784870496   DOI
22 E. Lim, G. Kim, E. Oh & S. Joung. (2016). An Exploratory Study on Sustainability & Packaging - Centered on Transition on Sustainable Packaging. Journal of Consumer Studies, 27(5), 197-219.
23 Y. I. Yoon & D. H. Ha. (2017). How Business Hotel is Perceived with Big Data Analytics of Social Media, Korea Association of Business of Business Education, 32(3), 379-398. DOI: https://doi.org/10.23839/kabe.2017.32.3.379   DOI
24 H. J. Jung & K. W. Oh. (2016). Devote to the Welfare of Human Beings: Types, Motives, and Emotions of Ethical Consumption as Revealed by Social Big Data, The Korean Journal of Consumer and Advertising Psychology, 17(4), 875-893. DOI: https://doi.org/10.21074/kjlcap.2016.17.4.875   DOI
25 S. J. Han & J. H. Yoon. (2016). Activation Strategies of the 20th BIFF using Social Big Data Text Mining Analysis, Journal of Tourism Sciences, 40(1), 133-145. DOI: https://doi.org/10.17086/jts.2015.39.10.133.145   DOI
26 J. S. Hwang. (2016). Do Self-esteem, Personality and Offline Activities Help to Distinguish Online Community Users from Social Networking Site Users? International Telecommunications Policy Review, 23(3), 75-110.
27 D. M. Boyd & N. B. Ellison. (2007). Social Network Sites: Definition, History, and Scholarship. Journal of computer-mediated Communication, 13(1), 210-230. DOI: https://doi.org/10.1109/emr.2010.5559139   DOI
28 A. M. Kaplan & M. Haenlein. (2010). Users of the World, Unite! The Challenges and Opportunities of Social Media. Business Horizons, 53(1), 59-68. DOI: https://doi.org/10.1016/j.bushor.2009.09.003   DOI
29 C. T. Carr & R. A. Hayes. (2015). Social Media: Defining, Developing, and Divining. Atlantic Journal of Communication, 23(1), 46-65. DOI: https://doi.org/10.1080/15456870.2015.972282   DOI
30 B. S. Kim, M. H. Shin, D. K. Lim & I. H. Lee. (2013). Motivation and Types of Social media Users in Their Social Network Activities. Social Science Research Review, 29(2), 105-134.
31 U. M. Fayyd, G. P. Shapiro & P. Smyth. (1996). From Data Mining to Knowledge Discovery: An Overview. MIT Press/AAAI Press, 1-36.
32 W. Kang, E. Ko, H. Lee & J. Kim. (2018). A Study on the Consumer Major Perception of Packaging Using Big Data Analysis-Focusing on Text Mining and Semantic Network Analysis. Journal of the Korea Convergence Society, 9(4), 15-22. DOI: https://doi.org/10.15207/JKCS.2018.9.4.015   DOI
33 N. I. Park & J. Y. Jung. (2011). Who Retweet and Why? : Retweeting Motivation Factors and Socio-demographic Variables' Influence on Retweeting. Journal of Media Economics & Culture, 9(3), 95-132.
34 N. Li & D. D. Wu. (2010). Using Text Mining and Sentiment Analysis for Online Forums Hotspot Detection and Forecast. Decision Support Systems, 48(2), 354-368. DOI: https://doi.org/10.1016/j.dss.2009.09.003   DOI
35 H. Jeong & B. Park. (2015). Korean Word Sense Disambiguation using Dictionary and Corpus. Jounrnal of Intelligence and Information Systems, 21(1), 1-13. DOI: https://doi.org/10.13088/jiis.2015.21.1.01   DOI
36 A. Parasuraman. (2000). Technology Readiness Index: A Multiple-Item Scale to Measure Readiness to Embrace New Technology. Journal of Service Research, 2(4), 307-332.   DOI
37 H. J. Yoo. (2009). Consumer Satisfaction Model for Digital Convergence Products, Journal of Korean Home Management Association, 27(5), 25-42.
38 S. Alsop. (1999). Have I Told You Lately That I Hate Windows? Fortune, 140(1), 177-178.
39 W. S. Mossberg. (1999). AT&T's One-Rate Plan Falls Short of Promise for Broad, Easy Use. Wall Street Journal, 8(July), B1, https://www.wsj.com/articles/SB931383803177249362
40 M. S. Kim & H. Um. (2016). The Study on Recent Research Trend in Korean Tourism Using Keyword Network Analysis, Journal of the Korea Academia-Industrial cooperation Society, 17(9), 68-73. DOI: https://doi.org/10.5762/kais.2016.17.9.68   DOI
41 J. Oh & S. Choi. (2018). An Analysis of the Characteristics of Companies Introducing Smart Factory System Using Data Mining Technique, Journal of the Korea Convergence Society, 9(5), 179-189. DOI: https://doi.org/10.15207/JKCS.2018.9.5.179   DOI
42 L. C. Freeman, D. Roeder & R. R. Mulholland. (1979). Centrality in social networks: II. Experimental results. Social networks, 2(2), 119-141. DOI: https://doi.org/10.1016/0378-8733(79)90002-9   DOI
43 K. Kim & J. Yun. (2015). Comparison and Analysis on Mobile Payment in terms of Security: Survey, Journal of Convergence for Information Technology, 5(3), 15-20.   DOI
44 Y. W. Ha & M. C. Park. (2013). Antecedents of customer satisfaction and customer loyalty for emerging devices in the initial market of Korea: An equity framework. Psychology & Marketing, 30(8), 676-689. DOI: https://doi.org/10.1002/mar.20637   DOI
45 K. Kim, G. Jeon & G. Chae. (2015). NFC Payment System Model for Security Privacy and Location Information of User, Journal of Convergence for Information Technology, 5(2), 21-26.   DOI
46 P. G. Schierz, O. Schilke & B. W. Wirtz. (2010). Understanding consumer acceptance of mobile payment services: An empirical analysis. Electronic commerce research and applications, 9(3), 209-216.   DOI
47 S. Yang, Y. Lu, S. Gupta, Y. Cao & R. Zhang. (2012). Mobile payment services adoption across time: An empirical study of the effects of behavioral beliefs, social influences, and personal traits. Computers in Human Behavior, 28(1), 129-142.   DOI
48 K. H. Kim & S. R. Oh. (2009). Methodology for Applying Text Mining Techniques to Analyzing Online Customer Reviews for Market Segmentation, Journal of The Korea Contents Association, 9(8), 272-284. DOI: https://doi.org/10.5392/jkca.2009.9.8.272   DOI
49 S. J. Oh & C. H. K. KIm. (2016). Webdrama Analysis and Recommendation using Text Mining and Opinion Mining Technique of Social Media, Catoon & Animation Studies, 44, 285-306. DOI: https://doi.org/10.7230/koscas.2016.44.285   DOI
50 J. S. Hong & I. K. Oh (2016). Image Difference of Before and After an Incident Using Social Big Data Analysis, International Journal of Tourism and Hospitality Research, 30(6), 119-133. DOI: https://doi.org/10.21298/ijthr.2016.06.30.6.119   DOI
51 S. W. Cho. (2011). Technology in Big Data Age. KT General Technology Institute, 5-7.
52 D. Paranyushkin. (2011). Identifying the Pathways for Meaning Circulation Using Text Network Analysis. Berlin: Nodus Labs. http://noduslabs.com/research/pathwaysmeaning-circulation-text-network-analysis.
53 J. M. Lee & J. Y. Rha. (2015). Exploring Consumer Responses to the Cross-Border E-Commerce using Text Mining, Journal of Consumer Studies, 26(5), 93-124.
54 W. Fan, L. Wallage, S. Rich & Z. Zhang. (2006). Tapping the Power of Text Mining. Communications of ACM, 49(9), 76-82. DOI: https://doi.org/10.1145/1151030.1151032   DOI
55 H. S. Kong & E. J. Song. (2014). A Study on Hotel Customer Reputation Analysis based on Big Data, Journal of Digital Contents Society, 15(2), 219-225. DOI: https://doi.org/10.9728/dcs.2014.15.2.219   DOI
56 S. H. Kang & H. K. Kim. (2016). A Study on the User's Acceptance and Use of Easy Payment Service - Focused on the Moderating Effect of Innovation Resistance, Daehan Academy of Management Information Systems, 35(2), 167-183. DOI: 10.29214/damis.2016.35.2.010   DOI
57 DMC Media. (2016). The Present Situation and Prospects of Mobile Easy Payment Service Market. DMC Report.
58 D. H. Kim. (2018). Payco.KakaoPay, Conflict in Offline Easy Payment Market - Announcement of Competitions to Expand a Member's Store. News Tomato. http://www.newstomato.com/ReadNews.aspx?no=830368
59 A. Y. Choi. (2014). A Study on Utility & Disutility in Consumers' Smart-tech Experience. Doctoral Dissertation, Seoul National University.
60 J. An, S. Lee, E. An & H. Kim. (2016). Fintech Trends and Mobile Payment Service Analysis in Korea: Application of Text Mining Techniques, Information Policy, 23(3), 26-42.
61 T. Kang & S. Zhuang. (2016). A Study on the Consumer Acceptance of International Easy Payment Service - Focusing on Chinese People Purchasing Korean Products. Asia-Pacific Journal of Business & Commerce, 8(3), 59-80.
62 C. H. Go & E. K. Han. (2016). Mobile Simple Payment Attributes and Intention to Use: Focused on Non-users, Journal of Korean Society of Hazard Mitigation, 16(2), 191-196. DOI: https://doi.org/10.9798/kosham.2016.16.2.191   DOI
63 N. Arvidsson. (2014). Consumer Attitudes on Mobile Payment Services - Results from A Proof of Concept Test. International Journal of Band Marketing, 32(2), 150-170. DOI: https://doi.org/10.1108/ijbm-05-2013-0048   DOI