The Mechanism Of Mobile Payment's Influence On Customer Satisfaction

Mobile payment as the payment has been widely used in all kinds of businesses, has become one of the most popular consume behavior. However, the current academic research on mobile payment is limited to explore what factors will affect consumers' acceptance and continuous use of mobile payment. About how mobile payment will affect consumer behavior research is very scarce, a nd this shows that the theoretical research of this field has been seriously lag behind the social development. This paper is beneficial to this field, aimed to explore how the mobile payment affect customer satisfaction and its mechanism.Based on the Double-Entry Mental Accounting Theory and priming effect, this research explain internal mechanism from the Angle of perceived costs. Through two situational experiments combined with ANOVA and Bootstrap test, verified the mobile payment can indeed reduce consumers' pain of paying and improve customer satisfaction, perceived cost is the intervening variable. This article also confirmed that using mobile payment will significantly reduce the perception of money cost and this effect is not significant when micropayments.This research breaks through the existing research framework on mobile payment, actively exploring mobile payment's influence on consumer behavior, greatly enriched the research on payments and customer satisfaction. At the same time also provide theoretical support for business to adopt mobile payment.