以期望確認理論探討影響行動支付使用者持續使用意願之因素

我國行政院於 2017 年將行動支付發展列為重要政策之一，提出 2025 年行動支付普及率達 90％之目標，根據資策會統計，台灣2021年行動支付普及率已達72.2％，相較2020年的67.5％又成長了不少。本研究的研究對象設計則是參考上述所提到國發會督導的「2025年行動支付普及率9成計畫」，將研究對象擬定為「18～65歲有使用行動支付經驗的使用者」。過去對於行動支付的研究大多採用「科技接受理論模型」來作探討，此模型乃針對使用者接受或面對新資訊系統的行為所設計，用來解釋及預測新資訊科技使用的影響因素，但近幾年全球各國行動支付使用人數大幅增加，行動支付已漸漸被普遍大眾所接受，儼然成為現今社會上主流的支付工具之一，考量到現今時代背景與過去不同的因素下，本研究採用Bhattacherjee（2001）以Oliver（1980）的期望確認理論為基礎所發展的「IS接受後持續採用模式」作為主要架構模型，加入系統品質、系統安全性、等兩種變數，使用SmartPLS 3作為主要資料分析工具探討行動支付使用者持續使用意願之因素。分析結果發現，除了IS接受後持續採用模式應用在行動支付上皆符合Bhattacherjee（2001）的研究結果外，也證實行動支付使用者對於行動支付的系統安全性的認知，如身分認證機制的完善性、個人或交易資料的安全隱私及正確性等，會影響到使用者的確認程度以及滿意度，滿意度再影響到使用者的持續使用意願；使用者對於行動支付的系統品質的認知，如容易使用的程度、穩定性、能否快速回應並正確存取資料等，也會影響到使用者的確認程度以及滿意度，滿意度再影響到使用者的持續使用意願。關鍵字：行動支付、期望確認理論、IS接受後持續採用模式、系統品質、系統安全性

關鍵字

行動支付；期望確認理論； IS接受後持續採用模式；系統品質；系統安全系

並列摘要

In 2017, the Executive Yuan listed the development of mobile payment as one of the important policies, and proposed a goal of 90% mobile payment penetration by 2025. According to the action plan, The penetration rate of mobile payment in Taiwan in 2021 has reached 72.2%, which has increased a lot from 67.5% in 2020. According to the research reference report of this research object, the above-mentioned "90% mobile payment rate in 2025" guided by the National Development and Reform Commission, the research object is drawn as "users aged 18-65 who have experience in using mobile payment". In the past, most of the researches on mobile payment used the "Technology Acceptance Theory Model" to discuss. This model is designed for the behavior of users accepting or facing the new information system. It is used to explain and predict the influencing factors of the use of new information technology. In recent years, the number of mobile payment users around the world has increased significantly, and mobile payment has gradually been accepted by the general public, and it has become one of the mainstream payment tools in today's society. Bhattacherjee (2001) based on Oliver's (1980) expectation confirmation theory as the main framework model, the "continuous adoption model after IS acceptance", adding two variables such as system quality, system security, and so on, using SmartPLS 3 as the main data analyshe tool explores factors in mobile payment users' continued willingness to use. The analysis results show that, in addition to the continuous adoption of the model after IS acceptance, the application of mobile payment is in line with the research results of Bhattacherjee (2001), and it also confirms the mobile payment users' perception of the security of the mobile payment system, such as the integrity of the identity authentication mechanism , the security, privacy and correctness of personal or transaction data, etc., will affect the user's degree of confirmation and satisfaction, which in turn affects the user's willingness to continue to use; the user's perception of the quality of the mobile payment system, such as ease of use The degree, stability, rapid response and correct access to data, etc., will also affect the user's degree of confirmation and satisfaction, which in turn affects the user's continued willingness to use. Keywords: Mobile Payment, Expectation Confirmation Theory, Continuous Adoption Model After IS Acceptance, System Quality, System Security