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Investigating antecedents of mobile payment systems’ decision-making: a

mediated model

Article in Global Knowledge Memory and Communication · May 2022

DOI: 10.1108/GKMC-10-2021-0171

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Adoption of
Investigating antecedents of mobile payment
mobile payment systems’ systems in
public sector
decision-making: a mediated model
Manaf Al-Okaily
School of Business, Jadara University, Irbid, Jordan
Received 6 November 2021
Ali Abdallah Alalwan Revised 12 February 2022
3 May 2022
Department of Management and Marketing, College of Business and Economics, Accepted 5 May 2022
Qatar University, Doha, Qatar
Dimah Al-Fraihat
Department of Software Engineering, ISRA University, Amman, Jordan
Abeer F. Alkhwaldi
Department of Management Information Systems, College of Business,
Mutah University, Karak, Jordan
Shafique Ur Rehman
ILMA University Business School, ILMA University, Karachi, Pakistan, and
Aws Al-Okaily
Graduate School of Business, Universiti Sains Malaysia, Penang, Malaysia

Abstract
Purpose – The increase in mobile telephone penetration has offered new opportunities for technology to
improve payment operations all over the world. Little research has examined the issues related to the decision-
making (DM) of mobile payment systems usage in the Jordanian context. The purpose of this study is to
examine the factors that may have an influence on the adoption of mobile payment systems. This study has
empirically tested the expanded unified theory of acceptance and use of technology (UTAUT2) together with
awareness (AW), trust (TR), security (SE) and privacy (PR) as independent variables to explain the mobile
payment system adoption in Jordan.
Design/methodology/approach – In total, 270 employees participated in a field survey questionnaire
from the public sector in Amman city, the capital city of Jordan. Data were analyzed through a quantitative
approach of partial least squares–structural equation modeling.
Findings – The results mainly showed that the determinants of DM to use mobile payment system are price
value, social influence, performance expectancy, AW and TR. All of these determinants explained 60.2% of
the variation of DM. In total, 72.2% has been explained as the TR to use m-payment system by SE and PR.
Furthermore, the results revealed that TR mediates the association between SE as well as PR and the DM to
use mobile payment system.
Originality/value – Interestingly, these new variables were found to be important and contribute to the
UTAUT2 model. Consequently, the decision-makers in the Central Bank of Jordan should consider all these
factors when re-upgrading a Jordan Mobile Payment system in the near future.

Keywords Information systems, Mobile payment systems, Decision-making, Central Bank of Jordan, Global Knowledge, Memory and
Communication
Trust, UTAUT2 model © Emerald Publishing Limited
2514-9342
Paper type Research paper DOI 10.1108/GKMC-10-2021-0171
GKMC 1. Introduction
Mobile payment systems (known as m-payment systems) are increasingly used by vast
majority of people who use mobile phone technology as well as the ability to get through the
internet easily. Therefore, these systems have been used widely as an improvement of
different new financial services and reduce physical human contact as little as possible to
avoid transmitting novel coronavirus infection. On one side, the old concept of using
traditional payment way has been transformed into several electronic forms including
numerous services and less risk of human error anywhere (United Nations High
Commissioner for Refugees [UNHCR], 2019). Hence, the shift from the traditional methods of
payment and related transactions to the electronic ones positively affects integrity,
transparency as stated by Central Bank of Jordan (Central bank of Jordan, 2017a). Moreover,
up-to-date evidence demonstrates that digital payment transactions, which have been made
possible by advances of information and communications technology, would provide sub-
suitable solution for traditional payment flaws, encourage savings and investments,
enhance living standards, create job opportunities, reduce the cost of paper money printing
and coins, reduce the risk of human errors, reduce risks of money transportation cost and
minimize the risks of losing money as well as the risks associated with traditional payment
methods (Al-Okaily et al., 2022a, 2022b; Central bank of Jordan, 2014a; Al Hanandeh and
Bahou, 2016).
M-payment can be defined as “any payment transaction undertaken with the use of a
mobile phone” (Sobti, 2019, p. 2). In a related context, it is worth mentioning that m-payment
is a real-time system, which enables a variety of use cases, which include different fund
transfers while it can support up to 100 transactions per second (Central bank of Jordan,
2014b). M-payment provides new and safe means for immediate digital payments, as well as
to withdraw money by unbanked users through ATMs machines and different mobile
services on all points of sale machines using near field communication technology (Al-
Qudah et al., 2022a, 2022b; Scharwatt and Nautiyal, 2016). One of the benefits that can be
gained is that it helps the users to arrange their everyday activities related to selling and
making payment transactions easily without any physical interaction with banks staff.
By using these systems, users are able to make their payment transactions and services
purchased more easily and quickly using their own mobile phones anytime and anywhere
(UNHCR, 2019). Such systems also allow users to have a more detailed updated accurate
data concerning their money transfers, cash-in, cash-out, balance inquiry, payment orders of
small values including paying bills and paying for purchases directly (Central bank of
Jordan, 2017a). Besides, it gives clients the ability to track their cashback schemes, what
expenses are there, rates of discounts and most importantly doing safe transactions (Sobti,
2019). Online payment systems have several creative features which are found to be useful
for both clients and banks as it abrogates obstacles or troubles of traditional transaction
such as withdrawing or depositing money only by going to the bank, which can cause
delays in transactions and is usually time consuming and may cause miscommunication.
Consequently, electronic payment could save time, effort and money (Al-Okaily et al., 2020).
In fact, one of the major reasons that m-payment systems are not popular in Jordan may
be attributed to a lack of awareness and trust among Jordanian society causing a major
barrier to using these systems (Sehwail and Bahou, 2017). According to a comprehensive
review of the literature related to the mobile payment systems domain, few studies have
examined the effect of awareness, trust, security and privacy along with the use of the
unified theory of acceptance and use of technology (UTAUT2) model as antecedents of
mobile payment systems decision-making (DM) in the Jordanian context. However, a
considerable body of research in the field of mobile payment systems and UTAUT2 model
suggests the necessity of considering the effect of awareness, trust, security and privacy in Adoption of
future research (Singh and Srivastava, 2018; Gupta et al., 2018; Ramos-de-Luna et al., 2016; mobile payment
Shaw, 2014). Based on the recommendation mentioned above, the present study found the
significant justification of incorporating these factors in the UTAUT2 model as a new
systems in
additional factor to understand employees’ behavioral intentions and their decisions toward public sector
m-payment systems acceptance in the Jordanian context as well as to fill the gap in the
existing body of knowledge.
Despite the extensive efforts that have been made by the Central Bank of Jordan to
understand the factors that influence DM and increase the m-payment system adoption in
Jordan, research efforts in this field still very limited. This study sheds light on this area by
investigating the factors that may affect DM and acceptance of m-payment by developing
an integrated research model to identify the determinants and opportunities that can have
an influence upon Jordanian public sector employees’ behavior toward DM of new m-
payment systems. Thus, this study aims to answer the following research questions:

RQ1. Is there a direct relationship between DM and each of the predictors (price value
[PV], effort expectancy [EE], facilitating conditions [FC], performance expectancy
[PE], social influence [SI], awareness [AW], trust [TR]) to use m-payment systems?
RQ2. Does trust mediate the relationships between (security [SE] and privacy [PR]) and
DM to use m-payment systems?
To answer these questions, this research proposes a model that investigates the dimensions
associated with features of m-payment systems and considers the most crucial aspects from
the perspective of Jordanian ministries employees in Amman city, which will increase
regulators and system developers’ understanding of the determinants that influence DM of
m-payment systems.
This paper is divided into eight sections which are organized in the following sequence.
Section 1 provides the introduction of the study. Section 2 presents the research framework
and the research hypotheses development. Section 3 is dedicated to the description of the
methodology and measurements used in this research and the rationale of the research
design. Section 4 describes the data analysis, which includes descriptive statistics and
multivariate statistics used to provide answers to the research questions, while Section 5
presents a discussion of results. Section 6 includes research implications, the key theoretical
and managerial implications of the study. Section 7 provides limitations and
recommendations of the study. Section 8 includes conclusions based on the proposed study.

2. Theoretical framework and hypothesis development

The UTAUT2 model is one of the most popularly used models to explain technology
acceptance and usage. In this respect, UTAUT2 model in the current study covers most of
the independent variables in the research proposed framework, namely, performance
expectancy, effort expectancy, social influence, facilitating conditions and price value.
Interestingly, the effect of social influence on the behavior intention has been examined
using two dimensions in this study; the first dimension is the subjective norm, and the
second dimension is peer influence.
However, the UTAUT2 model is a technology acceptance model (TAM) proposed by
Venkatesh et al. (2012) and was adapted to investigate the factors influencing on the
intentions of public sector employees to use of mobile payment systems in the Jordanian
context. UTAUT model is the result of the integrations of eight theories and models of
acceptance technology (Venkatesh et al., 2003), while the models that were integrated to
GKMC formulate the UTAUT were, namely, TAM, innovation diffusion theory, theory of reasoned
action, theory of planned behavior (TPB), combined TAM and TPB (C-TAM-TPB),
motivational model, model of personal computer utilization and social cognitive theory.
In this study, the framework has not examined the role of habit and hedonic motivation; it
was on the basis of the point that to inspect the role of habit, the users should have good
experience in the use of m-payment system. A considerable number of the respondents
(public sector employees) in this current study is the people who will potentially use the
system in the future and have not tried yet or attempted to using a system. In addition, the
usage of m-payment system is not characterized as being fun, enjoyable and entertaining.
However, despite the great potential of the m-payment system in simplifying our lives, its
usage rates may remain limited (Qasim and Abu-Shanab, 2016) that requires enough time for
Jordanian users to conduct an expected behavior toward such technology (Alalwan et al.,
2017). As a result, it was challenging to inspect the role played by the habit and hedonic
motivation in this study, and a decision of excluding them was made. Additionally,
Venkatesh et al. (2012) included AW, TR, SE and PR as extensions to the UTAUT2 model
and as external constructs for the similar theoretical framework, which was suggested by the
researchers to broaden the horizon of theorizing the UTAUT2 model as shown in Figure 1.

2.1 Performance expectancy (PE)

According to Venkatesh et al. (2003), PE can be defined “as the degree of an individual’s
belief that the use of the system will help that individual to accomplish improvements in his/
her job performance” (Venkatesh et al., 2003, p. 447). Indeed, considerable body of research
empirically showed the significant influence of PE and DM to use. Hence, users are going to
be more inclined to use such technology due to the expected increase in job performance.
Previous studies have also showed that PE is related to various outcomes, such as m-
payment system (Al-Saedi et al., 2020; Alsaad and Al-Okaily, 2022; Ameen et al., 2020a,
2020b; Alalwan, 2020; Shaikh et al., 2020; Karjaluoto et al., 2019). The vast majority of m-
payment studies that adopted UTAUT2 concluded that users’ DM to adopt m-payment
systems is positively related to the usefulness of the system. Therefore, we assume the
following hypothesis:

Figure 1.
Research model
 H1. PE positively affects Jordanian public sector employee’s DM to use m-payment Adoption of
system. mobile payment
systems in
2.2 Effort expectancy (EE) public sector
EE is “the degree of ease associated with the use of the system” (Venkatesh et al., 2003,
p. 450). EE is the concept in which users will be having some level of knowledge and skill
which will further increase users to intend more to use m-payment systems, and this will
further lead toward putting effort to gain more knowledge (Alalwan et al., 2017). A number
of earlier investigations examining the acceptance of m-payment system have concluded
with the idea that EE is significant in anticipating if users intend to use m-payment system
(Al-Okaily and Al-Okaily, 2022; Mugambe, 2017; Bankole and Bankole, 2017; Oliveira et al.,
2016). Hence, this leads to the following relationship:

H2. EE positively affects Jordanian public sector employee’s DM to use m-payment

system.

2.3 Social influence (SI)

SI is the extent to which a person recognizes how much it is important for other people to
believe that they should use the new system (Venkatesh et al., 2003). SI is similar to
subjective norm in the recent studies (Al-Okaily et al., 2020). A significant amount of
research in the acceptance of information systems found a significant relationship between
SI and DM to use mobile m-payment system (Meneghello et al., 2020; Mugambe, 2017;
Bankole and Bankole, 2017; Morosan and DeFranco, 2016). The proposed hypothesis is thus
specified as follows:

H3. SI positively affects Jordanian public sector employee’s DM to use m-payment

system.

2.4 Facilitating condition (FC)

FC refers to the level to which a person believes that the use of a certain system that he/she
uses is supported by an organizational and technical infrastructure (Venkatesh et al., 2003).
Theoretically, earlier research on the acceptance of mobile payment system acceptance
found that FC will strongly affect users’ DM to use m-payment system (Mugambe, 2017;
Morosan and DeFranco, 2016). Accordingly, this leads to the following hypothesis:

H4. FC positively affects Jordanian public sector employee’s DM to use m-payment

system.

2.5 Price value (PV)

According to UTAUT2 model, PV refers to the individuals’ cognitive of the benefits and
advantages of the innovations versus the monetary costs for adopting and using it. In other
words, PV is significant when the outcomes of accepting a system are supposedly going to be
more productive than its financial cost (Venkatesh et al., 2012). In this perspective, several
previous investigations have been conducted in the acceptance of m-payment and proposed
that PV positively influences the DM to use mobile payment systems. In turn, individuals
will be more motivated to adopt and use m-payment (Merhi et al., 2020; Karjaluoto et al., 2019;
GKMC Gupta et al., 2018; Singh and Srivastava, 2018; Mugambe, 2017). As a result, the following can
be hypothesized:

H5. PV positively affects Jordanian public sector employee’s DM to use m-payment systems.

2.6 Awareness (AW)

Awareness is the extent to which digital payment platforms are recognized by individuals
(Lee et al., 2007). Users do not have enough information when first introduced to new ideas
(Rogers, 1995). Awareness and financial literacy as well as confidence are the three factors
highlighted by the Central bank of Jordan (2017b) to increase the mobile payment systems
acceptance. In the same context, Issa et al. (2021), Ameen et al. (2020a, 2020b), Chen (2013)
and Mohammadi (2015) showed that awareness is an important factor that results in
adopting any new related systems. Theoretically, the influence of awareness on the DM
process toward using electronic payment methods (e.g., m-payment and mobile banking
systems) have been examined by a large body of information systems (IS) research and it
found that the awareness of m-payment systems supports the DM to use such systems.
Therefore, users tend to adopt these systems (Abu-Salih et al., 2018; Somali et al., 2009;
Mohammadi, 2015). Accordingly, this leads to the sixth hypothesis as follows:

H6. AW positively affects Jordanian public sector employee’s DM to use m-payment

system.

2.7 Trust (TR)

According to McKnight et al. (2002), TR is defined as the client’s willingness to show
vulnerability to the vendor after he/she considers the characteristics of the vendor. In line
with that, the vendor is expected to offer an agreement as services are exchanged. In mobile
context, the trust of the customer in m-banking can be put into use as the accretion of
customers’ beliefs of honesty, compassion and skill that could improve customers’
enthusiasm to rely on m-banking to achieve the financial transactions (Gefen et al., 2003).
According to Egger and Abrazhevich (2001), TR in any payment-based system is influenced
by, reliability, security, anonymity, the extent to which users’ control and the reputation of
the system providers. As the case in any payment system, trust forms the center of financial
transactions (social interactions), and it is of high importance in m-payment systems. User’s
trust in m-payment systems has been identified as an essential factor in mobile transaction
behavior (Vallespín et al., 2018). Thus, perceived TR recognized on these conditions is
supposed to be an additional important factor to m-payment systems acceptance.
In a theoretical view, previous work in the context of m-payment system concluded that
there is a significant positive association between TR and m-payment system DM to use
(Ameen et al., 2020a, 2020b; Bankole and Bankole, 2017; Gupta et al., 2018; Shankar and
Datta, 2018). On the other hand, contradictory results found that trust has an insignificant
relationship with m-payment DM to use (Singh and Srivastava, 2018;
Phonthanukitithaworn et al., 2016; Pham and Ho, 2015). Such inconsistent findings have
inspired the researchers to examine the direct and indirect relationship of TR. Hence, the
following hypotheses are proposed:

H7. TR positively affects Jordanian public sector employee’s DM to use m-payment

system.
H8. SE positively affects the TR of m-payment system.
 Adoption of
H9. PR positively affects the TR of m-payment system. mobile payment
H10. TR mediates the association between SE and Jordanian public sector employee’s systems in
DM to use m-payment system. public sector
H11. TR mediates the association between PR and Jordanian public sector employee’s
DM to use m-payment system.

3. Research methodology
To achieve the purpose of this study, the quantitative analytical survey was adopted in this
study to test the proposed theoretical model. In view of this, there are many data collection
methods such as mail survey, internet survey, phone survey and self-administrated survey
(Sekaran, 2003). The self-administered method is more popular in the Jordanian context, and
it achieves a high response rate in such context (Alshira’h et al., 2021; Al-Adwan et al., 2021;
Abu-Salih et al., 2022; Al-Okaily et al., 2021a; Al-Okaily, 2021). Since the research population
is located in Amman city, the capital city of Jordan, where most of the Jordanian ministries
are headquartered in this location, the researchers used the self-administrated technique for
data collection. This technique is also culturally accepted among ministries in the Jordanian
context.
Moreover, there are some limitations in selecting probability sampling such as random
sampling of public employees. For example, with the inability to obtain the listing of all
public sector employees’ names and addresses, the employees scattered all around the
country, a high cost to conduct the study at every ministry, and a hard time to access to
certain groups or classes of employees. On the other hand, the purposive sampling technique
is considered fast and easy, where public employees can be selected because of their
convenient accessibility and proximity to the researchers (Sekaran, 2003). Based on the
previous argument, the researchers have applied non-probability sampling with the
purposive sampling technique.
In this regard, the survey was conducted on employees of public sector organizations in
Amman city as a chosen sample for this study. The sample’s list for the study was obtained
from the database of the department of statistics in Jordan. The main reason for surveying
workers who are working in these public sector organizations is that they make up a large
proportion of the Jordanian population (Al-Okaily et al., 2020). They also have a regular
monthly income, and most of them are in contact with the internet and own smartphones
and hence more increased online purchases and payment capacity. In total, the sample was
then restricted to 23 Jordanian ministries as has this study distributed 404 observations to
Jordanian ministries employees. At the same time, this study narrowed the scope to the
ministries located in Amman, the capital city of Jordan, because all of those Jordanian
ministries are headquartered in this location. Considering all these parameters, the final
sample comprised 404 employees as the sample size, considering the 5% measure error
(Sekaran, 2003; Krejcie and Morgan, 1970).
Taking into account the low acceptance rate of m-payment systems in Jordan,
respondents were probed for their intentions to use m-payment systems. However, this
study excluded 22 observations from users of m-payment systems. In addition, Hair et al.
(2014) argued that it is better for researchers to discard any case for a respondent from the
collected observations if the missing data are more than 50%. Based on their
recommendation, 22 cases of respondents’ answers were excluded as the respondents did
not answer more than 50% of the question items. Four respondents were found to be outliers
GKMC and were deleted from the final usable data. In total, 270 valid responses were received from
prospective respondents, yielding an overall response rate of 67.00%. All the necessary
statistical tests and data screening procedures were applied using Statistical Package for
Social Sciences (SPSS) software Version 25 to ensure the readiness of the collected data for
further analysis. Data analysis and hypothesis testing were performed via SmartPLS
Version 3.2.3.

3.1 Research measurements

A seven-point Likert scale ranging from 1 = strongly disagree, to 7 = strongly agree, was
used to measure the items. Bearing in mind the language of this study’s respondents
(Jordanian ministries employees), which is Arabic, the researchers followed the back-
translation method (forward-backward-translations) suggested by Brislin (1986) to avoid the
effect of language and cultural variances. Forty-eight measurement items have been used to
measure the constructs of the model. Based on the recommendations of Hair et al. (2014), the
items’ loadings should be higher than 0.70. Therefore, out of the 48 items, six were deleted
and 42 were considered for further analysis as presented in Table 3. Finally, ten questions
were devoted to demographic information as gender, age, marital status, education level,
income, working experience, devices own, users of mobile phones, users of the internet and
users and nonusers of Jordan Mobile Payment (JoMoPay) system. Table 1 summarizes the
demographic characteristics of the respondents.
Table 2 shows the demographic statistics, normality statistics and collinearity statistics.
The lowest rate observed in the majority of theories was 1.00, while the highest was 7.00,
which represents the lowest and the highest scales of the Likert seven-point scale that is
used in this study. Data revealed that performance expectancy had the highest mean value,
which was 5.217 with an average deviation of 1.517. Security has the minimum mean value
of 3.647 with the standard deviation of 1.832. Hence, the outcomes pointed out that the
participants were inclined to exhibit between agree and slightly as well as with levels of
performance expectancy. This indicates that users prefer performance expectancy in
existing m-payment system because this might be useful in their daily life.
With regard to normality, skewness and kurtosis were estimated for all constructs in this
study. Theoretically, the range for skewness values are suggested to be between
1 and þ1
(Hair et al., 2014), as for kurtosis it is recommended that values between
3 and þ3 show an
acceptable range (Cooper and Schindler, 2008). The pattern of particular values is considered
normal distribution when skewness and kurtosis are close to zero (Hair et al., 2014), which is
a situation that is very unlikely to happen (Hair et al., 2014). As shown in Table 2, the
findings show that the data set did not violate the normality assumption, indicating that all
of the variables were almost normally distributed. With regard to multicollinearity, the test
of multicollinearity can be enabled by inspecting the value of tolerance and the variance
inflation factor (VIF). According to the rule of thumb, a tolerance value of 0.20 or lesser and a
VIF value of 5 and greater indicate a probable problem of collinearity (Hair et al., 2014).
Using SPSS 25, tolerance and VIF values for all of the concepts are generated and
highlighted in Table 1. Tolerance values ranged between 0.251 and 0.983, while values of
VIF ranged between 1.017 and 3.991, which indicates that no collinearity issue existed.
Thus, it is safe to conclude that the anticipated path model is clear of multicollinearity issue.

4. Data analysis and results

4.1 Measurement (outer) model
The results of the assessment of convergent validity, presented in Table 3, showed that the
composite reliability (CR) rates of all constituents are higher than the recommended
Category Coding Frequency Percentage
Adoption of
mobile payment
Gender Male 143 53.0 systems in
Female 127 47.0
Total 270 100 public sector
Age Less than 30 years 54 20.0
30–40 years 138 51.1
41–50 years 61 22.6
More than 50 years 17 6.3
Total 270 100
Marital status Single 78 26.6
Married with children 195 66.6
Married without children 13 4.4
Others 7 2.4
Total 270 100
Education level Bachelor degree 155 57.4
Master degree 42 15.6
Ph.D. degree 11 4.1
Others 62 23.0
Total 270 100
Income Less than 500 JD 169 62.6
500–1,000 JD 91 33.7
1001–1,500 JD 10 3.7
More than 1,500 JD 0 0.0
Total 270 100
Work experience Less than 10 years 147 54.4
10–20 years 96 35.6
21–30 years 27 10.0
More than 30 years 0 0.0
Total 270 100
Devices owned Normal phones 21 7.8
Smart phones 246 91.1
Tablet devices 3 1.1
Others 0 0.0
Total 270 100
Users of mobile phone Less than 3 years 23 8.5
3 – 6 years 56 20.7
7 – 9 years 46 17.0
More than 9 years 145 53.7
Total 270 100
Users of internet Less than 3 years 38 14.1
3 – 6 years 59 21.9
7 – 9 years 52 19.3
More than 9 years 121 44.8
Total 270 100
Users and nonusers of JoMoPay system Users 22 7.5
Nonusers 270 92.5
Table 1.
Total 292 100 Demographic
characteristics of the
Notes: All responses of both users and nonusers of JoMoPay system were 292 responses; (US$1 = 0.71 JD) respondents
GKMC Constructs Descriptive statistics Normality statistics Collinearity statistics
abbreviations Mean SD Skewness Kurtosis Tolerance VIF

PE 5.217 1.517
0.887 0.256 0.560 1.787

EE 4.830 1.613
0.928
0.863 0.983 1.017
SN 4.288 1.584
0.125
0.663 0.358 2.792
PI 4.344 1.757
0.280
0.737 0.359 2.789
FC 4.460 1.554
0.314
0.605 0.515 1.943
PV 4.087 1.549
0.204
0.536 0.612 1.635
AW 4.885 1.690
0.703
0.309 0.428 2.339
Table 2. TR 4.082 1.569
0.216
0.663 0.251 3.991
SE 3.647 1.832 0.070
1.069 0.478 2.091
Descriptive statistics, PR 4.350 1.556
0.482
0.388 0.293 3.410
normality statistics DM 4.754 1.780
0.665
0.551 – –
and collinearity
statistics Note: N = 270/a dependent variable: DM to use JoMoPay system

threshold of 0.70, same for all items’ loadings, which were between 0.861 and 0.984. The
AVEs values were between 0.706 and 0.969, which were all within the required threshold.
Hence, all constituents are appropriate for additional analysis, and the entire hidden
variables contented the threshold worth and were taken to have met the average
recommended for both internal consistency reliability and convergent validity.
Table 3 shows that all indicators loading subjective norm (SN) and peer influence (PI)
were within the accepted range. The CR of SN and PI on SI were 0.886 and 0.940,
respectively. Moreover, the AVE of SN and PI were 0.751 and 0.849, so respectively they
were all above the cut-off values of 0.70 and 0.50 and above (Hair et al., 2014; Hair et al., 2013;
Valerie, 2012; Chin, 1998). Overall, the measurement model’s reliability is established; hence,
the research can progress can securely.
The discriminant validity was assessed using the method of heterotrait–monotrait ratio
of correlations (HTMT) (Henseler et al., 2015). HTMT values that are near to 1 express
absence of discriminant validity. HTMT’s use as a measure includes relating it to a
presumed threshold. This means that if the HTMT value is found more than this threshold,
it can be suggested that there is an issue of discriminant validity (Ab Hamid et al., 2017;
Henseler et al., 2015). Some authors have suggested that the threshold of 0.90 is to be
considered (Henseler et al., 2015). Consequently, Table 4 states the outcomes of HTMT
criterion. The outcomes clearly meet the minimum value of HTMT and within the suggested
range.

4.2 Partial least squares–structural equation modeling structural (inner) model

The next step after examining the measurement model is to estimate the model of structure
by examining the internal model. To achieve this, there are typically five criteria to measure
the model of structure. These criteria include: coefficient of determination (R2), prediction
relevance (Q2), effect size (f2), goodness of fit of the model (GoF) and the significance level of
the (path coefficients- b ) for hypothesis testing (Hair et al., 2014).
Based on the results stated in Table 5, the following points can be raised: First, the R2 of
trust with regard to using m-payment system was found 0.722. This indicates that SE and
PR cumulatively account for 72.2% of the variance in trust, which is considered high.
Second, PE, EE, SI, FC, PV, AW and TR together explain the amount of 60.2% of the
variation of employee’s DM use m-payment system. Thus, partial least squares (PLS)
Construct name Measurement item Item loading CR AVE
Adoption of
mobile payment
Performance expectancy PE1 0.954 0.942 0.895 systems in
PE3 0.945
PE4 0.940 public sector
Effort expectancy EE2 0.926 0.921 0.849
EE3 0.918
EE4 0.920
Facilitating conditions FC1 0.834 0.861 0.706
FC2 0.864
FC3 0.880
FC4 0.780
Price value PV1 0.936 0.941 0.850
PV2 0.948
PV3 0.919
PV4 0.883
Awareness AW1 0.917 0.915 0.853
AW2 0.931
AW3 0.923
Trust TR2 0.717 0.891 0.762
TR3 0.942
TR4 0.866
TR5 0.946
Security SE1 0.980 0.984 0.969
SE3 0.979
SE5 0.994
Privacy PR1 0.878 0.944 0.781
PR2 0.906
PR3 0.916
PR4 0.892
PR5 0.884
PR6 0.823
DM DM1 0.927 0.957 0.885
DM2 0.957
DM3 0.942
DM4 0.936
Construct name Measurement item Item loading CR AVE
Second-order First-order
Social influence Subjective norm SN1 0.903 0.886 0.751
SN2 0.937
SN3 0.882
SN4 0.729
Peer influence PI1 0.922 0.940 0.849
PI2 0.937
PI3 0.949 Table 3.
PI4 0.875 Convergent validity

algorithm’s result demonstrates that the model of structure shows suitable variance level of
individual’s DM and trust to use mobile payment systems. As displayed in Table 6, a strong
predictive relevance can be observed by the values (0.495 and 0.506) for DM to use m-
payment system and trust, respectively, which is an adequate prediction relevance. The
standardized root mean square residual for this study is 0.063, which is lower than the cut-
off value recommended by researchers and is acceptable.
GKMC The last step in partial least squares–structural equation modeling (PLS-SEM) structural
model is to examine the hypothesized connections by performing bootstrapping in
SmartPLS-SEM Version 3.2.3. In this regard, using the bootstrapping technique in
evaluating of path coefficients involves the minimum bootstrap sample of 5,000, and both
numbers of cases and observations should be equal in the primary sample (Hair et al., 2014).
Along with this vein, critical threshold for a two-tailed test is 1.96 (significance level = 5%),
which should consider path coefficients with 5% or less probability of error as significant
(Hair et al., 2014). Therefore, researchers set 5000 re-sampling with a spare bootstrap cases
number, which is equivalent to the initiative sample number (270) with the aim of producing
average errors and obtain t-statistics (values). The outcomes are stated in Table 7 and
Figure 2. For the structural paths, the outcomes of b -values as well as their rates were used
for examining the hypotheses.
To summarize, the present study explains the factors that influence DM of m-payment
systems in Jordan based. The study also investigates the factors that may influence the DM
to use m-payment system. Furthermore, the study examines the mediation role of trust on
the specified associations. The study also shows and compares the findings and results of
this study with prior studies.

5. Results discussion
Statistical empirical results provided strong evidence about the role of PE in shaping
Jordanian public sector DM toward m-payment systems, and hence, H1 was accepted. This

Factors 1 2 3 4 5 6 7 8 9 10 11

AW (1) –
EE (2) 0.088 –
FC (3) 0.561 0.053 –
DM (4) 0.633 0.060 0.520 –
PI (5) 0.467 0.046 0.578 0.640 –
PE (6) 0.621 0.046 0.617 0.626 0.514 –
PV (7) 0.468 0.089 0.621 0.514 0.458 0.449 –
Table 4. PR (8) 0.779 0.063 0.562 0.692 0.581 0.583 0.491 –
Discriminant SE (9) 0.396 0.047 0.367 0.446 0.326 0.282 0.320 0.444 –
validity – the HTMT SN (10) 0.516 0.025 0.509 0.690 0.833 0.625 0.481 0.597 0.337 –
correlation matrix TR (11) 0.644 0.071 0.548 0.682 0.608 0.525 0.495 0.806 0.745 0.598 –

R-square of the endogenous latent variables R-squared (R2) Result

Table 5.
Results of R2 level Trust to use JoMoPay system 0.722 High
assessment DM to use JoMoPay system 0.602 Moderate

The prediction relevance of the model (Q2) SSO SSE Q2 (=1
SSE/SSO)
Table 6.
Results of Q2 level Trust to use JoMoPay system 1,080.000 533.607 0.506
evaluation DM to use JoMoPay system 1,080.000 545.279 0.495
 Relationship
Adoption of
No. IV DV Standard beta Standard error T- value P-value Decision mobile payment
systems in
H1 PE ! DM 0.193 0.074 2.601 0.009 Supported***
H2 EE ! DM 0.015 0.040 0.372 0.710 Not supported public sector
H3 SI ! DM 0.315 0.059 5.351 0.000 Supported****
H4 FC ! DM
0.062 0.062 0.994 0.320 Not supported
H5 PV ! DM 0.111 0.058 1.902 0.057 Supported*
H6 AW ! DM 0.185 0.073 2.541 0.011 Supported**
H7 TR ! DM 0.224 0.062 3.636 0.000 Supported****
H8 SE ! TR 0.462 0.043 10.617 0.000 Supported****
H9 PR ! TR 0.542 0.044 12.448 0.000 Supported****
No. IV MED DV Table 7.
H10 SE TR DM 0.103 0.029 3.553 0.000 Supported****
Result of hypotheses
H11 PR TR DM 0.121 0.036 3.354 0.001 Supported***
testing (path
Notes: The direct and the indirect hypothesis are tested at two-tailed; N.S.: not significant, Sig.: significant, coefficients- b ) of the
(þ) positive relationship; Significant at p**** # 0.001, p*** # 0.01, p** <0.05, p* < 0.10 and N.S. p  0.10 research hypotheses

Figure 2.
Result of hypotheses
testing

leads to argue that if users find the m-payment user-friendly, they possibly have the DM to
use it. This result is in line with Venkatesh et al. (2012) based on their results from research
conducted on 1,512 mobile internet consumers in Hong Kong. Moreover, our study’s
outcomes concur with a large body of literature in the area of m-payment system (Al-Saedi,
et al., 2020; Gupta et al., 2018; Alalwan et al., 2017; Bankole and Bankole, 2017).
Surprisingly, the study findings show insignificant relation between EE and DM to use
m-payment system, and thus, H2 was rejected. However, DM is highly affected and has a
direct proportion with effort expectancy as presented in the work of Venkatesh et al. (2003)
GKMC and Venkatesh et al. (2012) using the UTAUT2 model. This result is in line with Al-Okaily
et al. (2021a) based on their results from research conducted on 304 responses in the context
of Jordanian citizens’ decisions to use FinTech services. On the other hand, the effort
expectancy has no major influence on DM to use m-payment system in current study. Thus,
this hypothesis result does not depend on the prediction of the UTAUT model. This implies
that Jordanian public sector employees’ do not place some importance on m-payment
system, although there is a high rate of penetration and regular usage of smartphones. Thus,
the above reasons suggest that EE for this relatively novel mobile-based innovation is less
important (Qasim and Abu-Shanab, 2016; Faria, 2012).
H3 states that the SI indicates to some degree the effects of the social environment on the
acceptance of payment systems. Noticeably, SI was appearing to be the most important
factor influencing public sector employees’ DM to accept m-payment system ( b = 0.315,
T = 5.351, P= 0.000), which implies that employees with more SI show higher DM to use
m-payment system. The results of this hypothesis implies that the more we have influential
people who believe that using m-payment system is beneficial, the more users will intend to
use it (Al-Okaily et al., 2020). This result is in agreement with the study conducted by
Venkatesh et al. (2003) and Venkatesh et al. (2012) in the UTAUT and UTAUT2 model
which states that SIs serve as the direct determinant of a user’s tendency to adopt any new
technology.
H4 was not accepted; the empirical results of the present study also revealed no
significant relationship between FC and DM to use m-payment system. Thus, the
employees’ knowledge as well as their infrastructure of electronic resources cannot be
considered as barriers of mobile payment systems acceptance. This may have resulted from
the lack of receiving regulations and guidelines from Central Bank of Jordan, which might
urge and help users to use m-payment system services. As a result, people did to believe in
its importance. This result is inconsistent with what was reported in previous research in
the domain of IS (Venkatesh et al., 2012; Venkatesh et al., 2003), but this result is consistent
with other studies such as Makanyeza and Mutambayashata (2018), Gupta et al. (2018), El-
Masri and Tarhini (2017) and Oliveira et al. (2016).
PV was perceived to be the main variable to predict DM toward m-payment system
acceptance, and thus, H5 has been supported. This result is in agreement with Venkatesh
et al.’s (2012) results in the UTAUT2 model that indicate that PV has influence upon DM to
m-payment system. Likewise, this result is in line with Lutfi et al. (2021) based on their
results from research conducted on digital financial inclusion sustainability in the Jordanian
context. This means that employees are interested in using m-payment system services
when they perceive its benefits compared with the costs.
Regarding H6, the employees’ awareness was empirically confirmed to have an
important role on determining DM to use m-payment system. One plausible explanation is
that the greater the awareness about m-payment system services, the more it is adopted.
Various studies in the context of IT (Mohammadi, 2015) stated that increasing awareness is
positively related with DM to use m-payment systems. Consequently, Jordanian employees
in public sector were limited mostly by their lack of awareness about the services of m-
payment system and the benefits expectancy from using the system.
Unsurprisingly, results confirmed H7, which proposed that the employees’ trust in
mobile payment system services is a decisive factor in predicting employees’ perception and
DM toward using m-payment system. This indicates that the more trust employees have in
m-payment systems, the more they use the services. This kind of connection could be due to
the fact that trust to use m-payment systems in Middle East, particularly in Jordan society,
is a critical factor in the DM to accept or reject such systems. This result is in line with
Shaw (2014) that examined the mediating effect of trust on acceptance of m-wallet apps Adoption of
based on the study results conducted with 284 respondents in Canada. Similarly, trust has mobile payment
been extensively tested and confirmed to be a significant success factor in the acceptance of
mobile systems (Gupta et al., 2018; Shankar and Datta, 2018; Bankole and Bankole, 2017).
systems in
Eventually, it is worth mentioning that trust was considered in this study as the exogenous public sector
and the endogenous variables. However, the next two hypotheses state a positive
association between SE and PR on the trust to use m-payment system.
The results showed a positive relationship between SE and trust to adopt mobile
payment system among users; hence, H8 is supported. Results also supported the
association between security and trust to usage of mobile payment system. This highlights
the idea that the security of financial transactions when using m-payment system is believed
to build users’ trust toward using m-payment system. This study also shows that those
findings about SE and TR are consistent with prior works’ findings (Singh and Srivastava,
2018; Liébana-Cabanillas et al., 2018; Ramos-de-Luna et al., 2016; Di Pietro et al., 2015). Also,
users show DM to use m-payment system services when they trust it and believe it is secure.
With regard to H9, which specifies that PR and trust in using m-payment system are
positively related to each other, privacy occupied the highest amount of contribution in
explaining trust to use m-payment system ( b = 0.542, T = 12.448, P= 0.000). In other
words, if users feel that their personal information is safe and not shared elsewhere, they
will develop more trust toward using it. This result also supports prior research (Al-Hawary
and Al-Smeran, 2017; Morosan and DeFranco, 2016; Faqih, 2016; Bankole and Bankole,
2017) that found that privacy is significantly correlated with trust and DM to usage m-
payment systems.
As expected, empirical results also confirm H10 and H11 so that trust is mediating the
relationship between SE and PR with DM to using mobile payment system. The second
question of the current research aimed at examining the mediating effect of trust on SE and
the DM to using m-payment systems. In this regard, this study revealed that trust has
partially mediated between SE and DM to usage mobile payment system, and hence, H10
was accepted. This indicates that security can affect the DM to use m-payment system
indirectly by the trust. Similarly, the last question of the current work is to investigate the
mediating role of trust on the association between PR and DM to use m-payment system. In
this respect, these results show that trust has a partial mediating effect, as TR mediated the
association between PR and DM to use m-payment, and hence, H11 was also accepted. This
indicates that privacy can affect the DM to usage m-payment system indirectly through
trust.

6. Research implications
6.1 Theoretical implication
This study has successfully extended the use of UTAUT2 in the context of IT acceptance by
including six new factors: SN, PI, AW, TR, SE and PR along with the five of original factors
of the UTAUT2 model which are PE, SI, EE, FC and PV. The new proposed model was
tested and modified using PLS-SEM method to develop the m-payment system acceptance
model. The proposed model explains the associations between trust and the latent
constructs with the trust and DM to use m-payment system. Seven critical determinants
were examined (PE, SI, EE, FC, PV, AW and TR) on user’s DM to use m-payment system.
Furthermore, this model highlights that trust to using m-payment system is determined by
two constructs, namely, SE and PR.
Considering the various hypotheses tested in the present research, the results contributed
to the literature on UTAUT2 model development in four different ways: first, extending the
GKMC technology acceptance literature of the UTAUT model within the context of the m-payment
systems in a developing country (e.g. Jordan). Second, positing the SI that is hypothesized as
a world-wide component derived from two dimensions, namely, SN and PI. Third,
understanding the direct and indirect positive effect of SE, PR, AW and TR on DM to use m-
payment system. Finally, investigating the positive influence of SE and PR on trust to use
m-payment system.

6.2 Managerial implication

In terms of practical implication, this work is targeting the system’s developers and
planners as audiences, where this study highlights some insights on important factors that
are significantly related to m-payment system acceptance. Armed with such knowledge and
information, the system developers and planers can develop and improve the m-payment
system to be more efficient and effective. Specifically, the system’s developers should pay
more attention to design and upgrade the m-payment system to be more focused on the
system interface design and make it user-friendly, as well as accessible to link people
regardless if they have bank accounts or not. The study results also indicate that more
emphases should be placed on the factors connected to the security and privacy of m-
payment system. Hence, the results of this study increase the knowledge and awareness
level among system developers about the significant features required to the strength of PE,
SI, PV, SE, PR, AW and TR in raising employee’s DM to accept m-payment system.

7. Limitations and recommendations for future research

Like any other research, where no research exists without limitations, this research has some
limitations that should be considered in future research. For example, apart from the main
constructs, the theoretical framework of this research did not reflect upon and excluded the role
of moderators, like experience, voluntariness, age, as well as gender on the relationships
between DM to use the JoMoPay system and actual usage. In future, further research can be
carried out to explore more on the possibilities of identifying any significant relationships
between these moderators on the acceptance of information system within the mobile payment
systems in the organizational context. In the long term, researches could include other
moderators’ factors (e.g. language and education level) that should be taken into consideration
and can be further examined on other dependent variables such as actual usage of JoMoPay
system. Finally, the survey was conducted on employees who are working in public sector
organizations in Amman city, which serve as an initial study for Jordan, but to generalize the
research results, the model should be validated in a new context (e.g. all employees who are
working in public and private sectors organizations in the different Jordanian cities).

8. Conclusion
The present study has been conducted to address the need of examining the main factors
influencing the decision making to adopt m-payment systems from the Jordanian citizens’
perspective. This research presumed that seven key predictors (PE, EE, SI, FC, PV, AW and
TR) will affect the DM to use m-payment system. Then, this research assumed SE and PR as
the exogenesis independent variables (IVs) and trust as the dependent variable (DV). On the
other hand, it has been suggested that trust mediates the connection between SE and PR
with the users’ perception to use the m-payment system. Therefore, there are 11 hypotheses
formulated to test the relationship. Results showed that all expected constructs are
important and positively influence predicting users’ perception toward using m-payment
system except EE and FC. Such a result supports all hypotheses except H2 and H4 as
shown in the research model.
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About the authors

Manaf Al-Okaily serves as an Assistant Professor of Accounting Information Systems (AIS) at
Jadara University, Jordan. Al-Okaily earned his Doctor of Philosophy in AIS from University
Malaysia Terengganu, Malaysia. His current research interest is in the domain of Digital
Transformation in Accounting and Finance, Intelligent Accounting Systems, as well as FinTech
Services Acceptance and Adoption. Al-Okaily has published more than 30 scholarly articles in
reputable and leading academic journals including Information Technology & People, Technology in
Society, VINE Journal of Information and Knowledge Management Systems, EuroMed Journal of
GKMC Business, Kybernetes and the TQM Journal. On top of that, he has reviewed several referred articles
in highly ranked journals (e.g. Scopus and Clarivate Analytics). Manaf Al-Okaily is the
corresponding author and can be contacted at: m.alokaily@jadara.edu.jo
Ali Abdallah Alalwan is an Associate Professor of Digital Marketing at Qatar University, College
of Business and Economics, Department of Management and Marketing, Doha, Qatar. He holds a
Bachelor’s degree in Marketing and an MBA degree in Marketing from the University of Jordan. He
also holds a PhD from Swansea University, UK. His current research interest is in the area of
electronic marketing, social media marketing, e-commerce, mobile commerce, innovation diffusion,
artificial intelligence within marketing area, self-service technologies, internet banking and mobile
banking. A part of his work has been published in some referred journals including: IJIM, JRCS,
IJBM, JFSM, IJBM, CHB, JEIM, ISM, Telematics and Informatics, Technology in Society and Dirasat:
Administrative Sciences.
Dimah Al-Fraihat is an Assistant Professor of Software Engineering at ISRA University with a
demonstrated history of working in higher education. Skilled in Software System Design, Lecturing,
and Research. Strong research professional with a Doctor of Philosophy – PhD focused in Software
Engineering from the University of Warwick, UK. Current research interests are software
engineering, computer-based applications, design patterns, technology enhanced learning, e-learning,
structural equation modelling and information systems.
Abeer F. Alkhwaldi is an Assistant Professor at the Department of Management Information
Systems, Mutah University, Jordan. She received her PhD degree in Management Information
Systems from the University of Bradford, UK (2019). Her research interests include human–computer
interaction, technology acceptance/adoption, e-government, mobile government, e-services, e-
learning, distance learning, HRIS, digital transformation, digital accounting, accounting information
systems, blockchain and FinTech-related issues. She participated in many international scientific
conferences (e.g. IEEE 12th International Conference for Internet Technology and Secured
Transactions, University of Cambridge, Cambridge, UK), and her research has appeared in reputed
international journals (e.g. Journal of International Education in Business, Global Knowledge, Memory
and Communication and Leadership in Health Services).
Shafique Ur Rehman is an Assistant Professor at the Department of Business Administration of
ILMA University in Karachi. He holds a PhD in Accounting from Universiti Utara in Malaysia. His
research focus is on sustainable performance, management control systems, green HRM and
leadership. He published several papers in journals like the Journal of Global Entrepreneurship,
International Journal of Economics, Technological Forecasting and Social Change, Management and
Accounting, Cogent Business & Management, Journal of Intellectual Capital and Journal of Knowledge
Management.
Aws Al-Okaily is a research assistant and PhD candidate in Accounting Information Systems at
Universiti Sains Malaysia Graduate School of Business. He graduated with an MPhil in Accounting
Information Systems from Universiti Malaysia Terengganu in 2020 and a Bachelor of Accounting
from Hashemite University in 2017. The emphasis of his research lies in intelligent technology of
accounting, business and finance. His research publications have appeared in reputed international
journals such as EuroMed Journal of Business, TQM Journal, VINE Journal, Kybernetes Journal,
Information Discovery and Delivery, among others. He has also served as a peer reviewer for
numerous publications in leading academic journals.

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