The impact of perceived risk, mobile payment characteristics and customer satisfaction on Chinese users’ decision to use mobile payment

Abstract

This independent study aims to investigate perceived risk, mobile payment characteristics, and customer satisfaction that affect Chinese users’ decision to use mobile payments. Quantitative research used survey questionnaires to collect primary data and randomly selected 150 samples from mobile payment users in Southwest China. The study used frequency, percentage, mean, standard deviation and multiple regression analysis as statistical tools. The results found that most of them were females with 20-39 years of age, finished bachelor’s degrees, had monthly income less than 4,000 CNY and often use Alipay and WeChat Pay. The results also revealed that the reliability is 0.895; perceived risk negatively affected on Chinese users’ decision to use mobile payment, with a significant level of 0.018; mobile payment characteristics and customer satisfaction positively affected on Chinese users’ decision to use mobile payment, both with a significant level of 0.000.