Adoption of Electronic Payment Services by Iranian Customers

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Author(s): Abbas Keramati (University of Tehran, Iran), Bahar Hadjiha (Tarbiat Modares University, Iran and Lulea University of Technology, Sweden), Rose Taeb (Lulea University of Technology, Sweden)and Navid Mojir (University of Tehran, Iran)
Copyright: 2012
Pages: 18
Source title: Successful Customer Relationship Management Programs and Technologies: Issues and Trends
Source Author(s)/Editor(s): Riyad Eid (United Arab Emirates University, UAE)
DOI: 10.4018/978-1-4666-0288-5.ch018

Keywords: Business & Management / Business Science Reference / Consumer Management / E-Business

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Abstract

The objective of this paper is to investigate customers’ adoption of Electronic payment services. This study contributes to existing e-payment and adoption research by presenting a detailed description of factors that enhance and inhibit electronic payment adoption. The proposed conceptual model has been developed based on TAM, diffusion of innovation and PCI models, and adding the factors of security, cost, perceived risk, culture, trust, service quality and network externalities. The model has been examined by using a questionnaire within the Iran context. Based on obtained results, practical implications and suggestions for Iran banks and financial institutions are discussed.

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