모바일 간편 결제 서비스 고객의 혁신성과 서비스 특성이 고객만족에 미치는 영향

Abstract

With the rapid development of mobile communication technology, mobile phones, a communication medium that can only communicate with others, have been developed into smart devices that can be used anytime, anywhere. With the advent of smart devices and various business forms, new forms of change are emerging in the areas of public services, education, commerce, finance and entertainment, and throughout our daily lives. Especially, the emergence of the FinTech based innovative convergence industry model has made financial and consumption activities more convenient. Among them, the most actively used area is mobile simple payment service. Mobile simple payment service refers to a service that allows users to enter card information or payment information through a Smartphone without any official certificate information and make payments with simple authentication only.As of 2017, mobile payment services have been covered in 90 countries worldwide, with 6.9 billion newly created mobile payment accounts and a 25 % increase from 2016. In the global financial market, the mobile payment service is expanding rapidly as companies are expanding their markets and competing to dominate the market. Mobile Simple Payment Service is now more than a decade into the market, and there are many more service providers that can compete with each other, and there are many new customers that can make a difference in their market share every year. Therefore, this study aims to take a comprehensive approach in order to explain the process in which customers accept mobile payment services, considering the user characteristics and service characteristics of mobile payment services. Before conducting this study, the theoretical review explored the concept, classification, and utilization status of mobile payment services, and started from the characteristics of mobile simple payment customers and the characteristics of the service based on the previous prior research. Research models and hypotheses were established for empirical studies, data were collected and analyzed on questionnaire techniques. Key analysis results are summarized as follows. Therefore, this study aims to take a comprehensive approach in order to explain the process in which customers accept mobile payment services, considering the user characteristics and service characteristics of mobile payment services. Before conducting this study, the theoretical review explored the concept, classification, and utilization status of mobile payment services, and started from the characteristics of mobile simple payment customers and the characteristics of the service based on the previous prior research. Research models and hypotheses were established for empirical studies, data were collected and analyzed on questionnaire techniques. Key analysis results are summarized as follows. Therefore, this study aims to take a comprehensive approach in order to explain the process in which customers accept mobile payment services, considering the user characteristics and service characteristics of mobile payment services. Before conducting this study, the theoretical review explored the concept, classification, and utilization status of mobile payment services, and started from the characteristics of mobile simple payment customers and the characteristics of the service based on the previous prior research. Research models and hypotheses were established for empirical studies, data were collected and analyzed on questionnaire techniques. Key analysis results are summarized as follows. First, the user characteristics of the mobile simple payment service showed that the innovation has a positive impact on the customer satisfaction of the mobile simple payment service. Accordingly, people with more innovative tendencies, such as those who accept mobile payment services, can be more satisfied. Second, in the service characteristics of mobile simple payment service, convenience and reliability were found to have a positive influence on perceived ease of service. Security is shown to have a positive impact on customer satisfaction of mobile payment services. Third, the perceived ease of mobile simple payment service affects customer satisfaction of mobile simple payment service. As a result, the easier it is to learn how to use the mobile payment service, the less complex the menu is built, and the more easily it feels to be able to use the mobile payment service in general, the better the customer satisfaction. Finally, the more convenient the standalone convenience is to understand the customer's satisfaction with mobile payment services, the better you feel about your mobile payment service, the better your customer experience will be.