Abstract:

Technology innovation and creativity have been increasingly changing the businesses. Every firm tries to win market share by developing competitive propositions that satisfy consumer needs. The understanding of customers’ need is important to maintain customer loyalty. The concept of mobile payment enables users to make payment via Short-Message-Service (SMS). The objective of this paper includes determining specific consumers’ requirements so that firms would be positioned to provide mobile payment systems that deliver on what customers’ really want. This paper examines the key determinants of mobile payment in Malaysia through three perspectives: consumer characteristics, business characteristics and knowledge management system. We will distribute about 1000 questionnaires to mobile users using convenient sampling method. Regression analytical techniques will be used to analyze the significant levels of interactions between the dependent and independent variables. The outcome could help firms learn how and what they could do to improve the quality of mobile payment systems in Malaysia. This could also be relevance to Malaysia’s goal of building a knowledge-based society by 2020. If firms are able to respond to what satisfy customers’ convenience needs with respect to payments, it would be important to maintain a high level of interest in technology innovation use.  This research would also provide useful data that could help the mobile industry determine and satisfy customer needs effectively within Malaysian context. The empirical insights from this study would also be useful for theory building in the subject area.