Barrier-breakers’ influence on full-adoption of digital payment methods
研究调查了突破障碍因素如何影响瑞典两类客户（年轻银行客户和反对无现金社会的组织成员）全面采纳数字支付方式的意愿，发现可信度是关键因素，而非人性化障碍会削弱其影响。
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.