LINE Pay quality, perceived value, convenience, and loyalty: Affected by satisfaction and switching costs

• Main Authors: Nai-Husan Liu, 劉乃瑄
• Other Authors: 杜秉叡
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/7r4xhp

碩士 === 國立中央大學 === 企業管理學系 === 106 === As prior research on mobile payment in Taiwan focused on the stage before using the service, rather than the re-use and extensive use of the service, the present research explores factors influencing current or past users loyalty of LINE Pay. Mobile payment quality, perceived program value, and access convenience were proposed as independent variables to predict customer loyalty, with customer satisfaction and switching costs as possible mediator. Using the Internet to collect data, 541 valid questionnaires were retained, and SEM analysis was performed using AMOS. Results suggest: (1) Mobile payment quality and perceived program value were positively related to loyalty, (2) Access convenience was positively related to switching cost, and (3) Switching cost was positively related to loyalty.