Mediating Effect of Cognitive Trust and Emotional Trust on Satisfaction of Mobile Easy Payment Services According to Gender

성별에 따른 모바일 간편결제서비스 만족도에 영향을 주는 인지적 신뢰 및 감정적 신뢰의 매개 효과

  • 최유정 (경북대학교 경영학부) ;
  • 최훈 (부산가톨릭대학교 경영정보학과)
  • Received : 2017.10.10
  • Accepted : 2017.10.31
  • Published : 2017.11.28


The purpose of this study is to investigate the effect of mobile payment service quality(system quality, service quality) on the formation of trust(cognitive trust, affective trust) and the effect of trust on satisfaction. In addition, we examined gender differences in the process of trust affecting satisfaction. The 188 sets of data collected, those were tested against the model using PLS. The results showed that system quality affected cognitive trust, service quality affected cognitive trust and affective trust, and both cognitive trust and emotional trust had an effect on satisfaction. In addition, the influence of cognitive trust on satisfaction was stronger for males, and affective trust had more influence on satisfaction for females.


Supported by : 부산가톨릭대학교


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