探討影響行動支付使用意圖因素之研究-以T銀行客戶為例

隨著行動電話的普及和網路技術的快速發展，支付方式也開始出現變化，現在興起的交易方式為電子支付和行動支付等方式，加上政府近年來對於利用行動裝置來進行支付款項的加速發展和大力推動，所以改變消費的模式，逐步走向無現金社會的情況正在日常生活中上演。本研究欲探討使用者在使用行動支付上有幾個因素會影響到使用意圖，因網路詐騙和盜領的案件層出不窮，所以使用者對網路和資料的安全會更加重視，從參考文獻中整理出信任、便利性和安全性三個構面，且以科技接受模式(Technology Acceptance Model, TAM)為研究基礎架構，藉由問卷調查的方式進行，以T銀行的客戶為研究對象進行分析。問卷分析以SmartPLS和SPSS 24.0作為資料分析的工具，透過統計分析的方式驗證研究假說，最後得到分析結果為知覺有用性、知覺易用性、信任、便利性和安全性皆與使用態度呈現顯著正相關；信任、安全性和使用態度等3個因素對於使用意圖呈現顯著正相關，並根據分析的結果提出研究結論和建議，給予行動支付業者和金融業者在後續發展及推廣行動支付時的一個參考。

關鍵字

行動支付；科技接受模式；使用意圖；信任

並列摘要

Advanced mobile device and next-generation internet technology have generated different payment methods nowadays. The emerging trading methods are electronic payment and mobile payment. In order to adapt to this trend change, the authorities have started to develop and to promote the mobile payment by using the electronic devices. The “No Cash” society has gradually taken place in our daily lives. This study intends to explore the essential factors that might affect the users’ willingness to utilize the mobile payment. Owing to the online fraud and theft frequently occurred the users will pay more attention to the security of the internet and personal data that might be exposed. After finishing the reference data of trust, convenience and security, this research used the Technology Acceptance Model (TAM) to analyze the customers behavioral patterns of T Bank via questionnaire surveys. According to the results of statistical analysis by SmartPLS and SPSS 24.0, we tried to verify our hypothesis. Finally, it shows that the perceived usefulness and ease of use, trust, convenience or security are significantly positive and relevant to users’ attitudes. The three factors of trust, security and usage attitudes are a significant and positive correlation with usage intention. As above mentioned, we look forward to making efforts in the future promotion of mobile services and to provide the mobile service industries and financial organizations our research references and best suggestions.