• Journal of Service Research and Studies
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• v.7 no.2
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• pp.17-41
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• 2017

The purpose of this research is to investigate the factors that impact customer satisfaction and loyalty in mobile payment services. Specifically, this research (1) studies the influence of company reputation on customer satisfaction and loyalty, (2) examines service quality dimensions that increase customer satisfaction, and (3) assesses switching barriers as moderators in influencing customer loyalty. Findings of this empirical research reconfirm the point of view that company reputation, service quality, and switching barriers are crucial for customer satisfaction in mobile payment services. The research methodologies that were used to verify the hypothesis in this study included customized surveys and structural equation modeling. The results demonstrated that company reputation significantly affects customer satisfaction and loyalty. Additionally, the results indicated that only two of the five total service qualities, ease of use and the security/privacy qualities, have positive influences on customer satisfaction. Customer satisfaction has also proven to be a significant influence on loyalty. Lastly, the results showed that among the factors of switching barriers, the factors of lost performance costs, sunk costs, setup costs, the attractiveness of alternatives, and service recovery have moderating effects on the relationships between customer satisfaction and loyalty. Base on the results, this research recommends that firms aim at devising integrated strategies that make switching barriers act as complements to customer satisfaction.

• Convergence Security Journal
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• v.15 no.4
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• pp.73-82
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• 2015

Thanks to popularization of smart phone, mobile payment market is growing rapidly. As the obligatory use of digital certificate is abolished, easy-to-use payment that can settle with only password is being launched one after another. But its spreading speed is not fast highly. Because of concern about personal information leakage and security, unchangeability of payment habit, insufficiency of consumer protection, inadequacy of payment infrastructure and all sorts of regulations, easy-to-use payment is not activated. Recently global IT companys are entering mobile payment market competitively. It is because the sense of crisis that their survival can be dangerous from now on if they get left behind Fintech innovation and the mentality that they try to take the leadership of mobile payment market process. In this situation, the thorough preparation and a lot of effort are required to promote our autonomous easy-to-use payment growth without dependance on foreign country's. In this paper, the problems of local mobile easy-to-use payment are addressed in depth and the activation measures such as flexible and discriminative security, construction of customer protection system, law system maintenance, service differentiation are proposed.

• Proceedings of the Korea Contents Association Conference
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• 2016.05a
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• pp.199-200
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• 2016

본 논문에서는 모바일 간편결제 서비스의 수용의도에 영향을 미치는 요인을 살펴보기 위하여 연구모형을 설계하였으며, 중국의 서비스 사용자를 대상으로 설문조사를 실시하여 변수들 간의 인과관계를 실증적으로 분석하였다. 분석 결과, 서비스 특성, 사회적 특성과 개인적 특성이 지각된 용이성과 지각된 유용성에 영향을 미치는 것으로 나타났으며, 지각된 용이성은 지각된 유용성에 영향을 미치는 것으로 나타났다. 또한 지각된 용이성과 지각된 유용성은 수용의도에 영향을 미치는 것으로 나타났다.

• Journal of Convergence Society for SMB
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• v.5 no.2
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• pp.33-38
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• 2015

The damage to the security is increasing as public key-based ISP secure payment service is used in online banking payment system. Security technology aspect to ISP secure payment security has no special problems. But, security damage that occurs due to the simplicity of the payment system is a problem. In this paper, we propose response and plan for ISP secure payment service to minimize the damage that occurs due to the simplicity of a security settlement system. Proposed scheme is applicable to various billing systems such as secure payments, online payment, mobile payment, credit card. Proposed scheme is characterized in that can stably support the capabilities of the new billing system. Also, proposed scheme is to analyze the various security threats arising from the payment of the financial services and to describe response and plan technology.

• The Journal of the Korea Contents Association
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• v.19 no.5
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• pp.426-442
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• 2019

This study identifies possible determinants that may have influences on the switching behavior from the current payment system of credit or check cards to the easy payment service based on push-pulling-mooring model. And this research empirically tests how those determinants affect switching intention to the easy payment service. The moderating effect of policy expectation is also taken into account. The findings show switching intention to the easy payment service is influenced by the followings: dissatisfaction with the current payment system as a pushing factor, perceived easy of use and trust in easy payment service as pulling factors, and affective/cognitive inertia and unfavorable subjective norm as mooring factors. The results also show that moderating effect of policy expectation exists in the relationship between perceived ubiquitousness and switching intention.

• The Journal of the Korea Contents Association
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• v.17 no.8
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• pp.1-13
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• 2017

In this paper, a research model was designed to investigate the factors influencing the intention to use of mobile easy payment services in China. Our research model includes the service factors(instant connectivity, economic and security), social factors(subjective norms and image), the user's individual factors(self-efficacy personal innovativeness and suitability), perceived ease of use, perceived usefulness and intention to use. A survey was conducted to collect the data with users who have had the actual using experience about mobile easy payment services. In this research, the data were collected by online survey, and in final analysis, 439 users' questionnaires were used. The empirical paper proves research hypothesis by using SPSS 22.0 and AMOS 23.0. The results of the study are as follows: the mobile easy payment service factors, social factors and the user's individual factors partially give positive effects to perceived ease of use and perceived usefulness; perceived ease of use gives positive effects to perceived usefulness. In addition, perceived ease of use and perceived usefulness have positive effects to on intention to use.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2018.05a
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• pp.300-301
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• 2018

Recently, various payment services using mobile terminals are emerging and many users are using this service. This study is an empirical study on the effect of system factors(convenience, reachability, compatibility) of mobile simple payment service on trust, positive affect, mediated by customer perceived risk. A survey was conducted for this study, and a structural equation model was analyzed with PLS. Results showed that convenience, accessibility, and compatibility affect risk, and risk affects trust and positive affect.

• Journal of Digital Convergence
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• v.15 no.4
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• pp.387-393
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• 2017

This study sought to improve the mobile easy payment services available in Korea by conducting a comparison analysis of Kakaopay, the front-runner of the mobile easy payment services in Korea's FinTech industry, compared to Naverpay, the relative newcomer in the industry. The services were compared by analysing users' experience. First, a literature review on the theoretical background of the FinTech and its characteristics was performed. Secondly, a survey created by reframing the six elements of the "Creating Pleasurable interfaces Model" by Stephen Anderson was conducted. In result, Kakaopay showed limited applicability caused by the lack of affiliated stores and it also showed the lack of reliability due to errors and cancellations related to the payments. It was shown that Naverpay also needs to make an effort to improve the reliability by minimizing errors in the use of the program and payments. This current study aimed to contribute as a resource which can be used, in the future, to improve the users' experience in FinTech services offered in Korea and also to invigorate the Fintech industry.

• Review of KIISC
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• v.26 no.2
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• pp.6-13
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• 2016

한국의 금융산업은 정부주도적 규제환경 하에서 핀테크라는 새로운 국면을 맞이하고 있다. 핀테크 산업의 조망은 정부규제와 IT기술이 내포한 비즈니스 혁신성을 함께 고려함으로서 비금융사업자의 진입, 규제 공급 확대 등 시장의 변화와 필요를 설명할 수 있다. 이러한 관점에서 한국 시장에 출시 사례가 많은 간편결제 서비스를 중심으로 살펴본다. 이와 함께 2015년 일련의 규제환경 변화를 살펴보고 이후 시장동향과 전망을 논의해 본다.

• Journal of Industrial Convergence
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• v.16 no.3
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• pp.33-40
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• 2018

Near Field Communication has been emerged as a spectacular phenomenon. The aim of this study is to determine the factors influencing the adoption of NFC-enabled mobile payment. In order to analyze, this study proposes a research framework based on Technology Acceptance Model. 353 valid data were collected through the Internet who has used NFC technology. Results show that relative advantage, social influence, and technology availability have a significant effect on perceived usefulness ($0.190{\ast}{\ast}{\ast}$, $0.211{\ast}{\ast}{\ast}$, $0.227{\ast}{\ast}{\ast}$respectively). However, for perceived ease of use, only relative advantage and social influence were verified to have significant influence. Perceived ease of use significantly influence perceived usefulness ($0.348{\ast}{\ast}{\ast}$), and both of them significantly affect the NFC-payment adoption intention ($0.199{\ast}{\ast}$, $0.361{\ast}{\ast}{\ast}$). The results also verified the moderator variable of personal innovativeness ($0.20{\ast}{\ast}{\ast}$ and $0.297{\ast}{\ast}{\ast}$respectively).