Purpose

The purpose of this study is to empirically examine the relationships between barrier-breakers and customers’ intention to fully adopt digital payment methods (DPMs).

Design/methodology/approach

Survey data were analyzed using statistical methods focusing on hypothesis testing with an ordinal regression model and moderation analysis using the PROCESS macro extension. Participants were divided into two groups of customers in Sweden: adopters-accepters, i.e. young bank customers and adopters-resisters, i.e. members of a formally organized group opposed to a cashless society.

Findings

The findings revealed that only the credibility barrier-breaker could increase the adopters-accepters’ intention to fully adopt DPMs. Credibility also seemed to be an important barrier-breaker for the adopters-resisters, as were perceived usefulness and social influence. Additional analyses showed that the impersonalization barrier reduces the impact of the barrier-breakers on DPM adoption.

Practical implications

Retail banks and merchants can use these results as a guide to what barrier-breakers might affect various customers’ intention to fully adopt DPMs, and to act accordingly. The impersonalization barrier also merits attention when creating an emotional connection to customers who use DPMs.

Originality/value

This study provides empirically based knowledge of the influence of barrier-breakers on the intention of customers, categorized as adopters-accepters and adopters-resisters, to fully adopt DPMs, and highlights the importance of maintaining a human touch in the post-COVID-19 digital era.

中文翻译：

---

打破壁垒对数字支付方式全面采用的影响

目的

本研究的目的是实证检验障碍打破者与客户全面采用数字支付方式 (DPM) 的意愿之间的关系。

设计/方法论/途径

使用统计方法对调查数据进行分析，重点是使用序数回归模型进行假设检验，并使用 PROCESS 宏扩展进行调节分析。在瑞典，参与者被分为两组客户：采用者-接受者，即年轻的银行客户和采用者-抵抗者，即反对无现金社会的正式组织团体的成员。

发现

研究结果表明，只有打破可信度障碍才能提高采用者-接受者完全采用 DPM 的意愿。对于采用者-抵制者来说，可信度似乎也是一个重要的障碍打破者，就像人们认为的有用性和社会影响力一样。其他分析表明，非个性化障碍降低了障碍破坏者对 DPM 采用的影响。

实际影响

零售银行和商家可以使用这些结果作为指导，了解哪些障碍可能会影响各种客户全面采用 DPM 的意图，并采取相应行动。在与使用 DPM 的客户建立情感联系时，非个性化障碍也值得关注。

原创性/价值

本研究提供了基于经验的知识，了解障碍破坏者对客户（分为采用者-接受者和采用者-抵制者）全面采用 DPM 的意图的影响，并强调了在后 COVID-19 时期保持人性化的重要性数字时代。