Technology in Society 63 (2020) 101367

Contents lists available at ScienceDirect

Technology in Society
journal homepage: http://www.elsevier.com/locate/techsoc

The Determinants of Digital Payment Systems’ Acceptance under Cultural

Orientation Differences: The Case of Uncertainty Avoidance
Manaf Al-Okaily a, *, Abdalwali Lutfi b, Abdallah Alsaad a, d, Abdallah Taamneh a, Adi Alsyouf c
a
School of Business, Jadara University, 733, Irbid, Jordan
b
College of Business Administration, King Faisal University, 81932, Al-Alahsa, Saudi Arabia
c
College of Business Rabigh, King Abdulaziz University, 25732, Rabigh, Jeddah, Saudi Arabia
d
College of Business Administration, University of Hafr Al-Batin, 31991, Hafr Al Batin, Saudi Arabia

A R T I C L E I N F O A B S T R A C T

Keywords: The digital payment method has become a pervasive payment phenomenon in the world, as in the case of Jordan
Digital Payment Mobile Payment (JoMoPay) system which can be used to save time, effort, and cost. Consequently, the evaluation
JoMoPay System of digital payment systems is vital to ensure successful implementation and positive influences on users. The
UTAUT Model
current paper expands the Unified Theory of Acceptance and Use of Technology (UTAUT2) to the study of
Culture Orientation
Public Sector
JoMoPay system in the Jordanian context. The research’s proposed model incorporates four new external con­
Jordan structs into UTAUT2 model, namely; awareness, security, privacy and culture. In addition, the relationships
between social influence and behavioural intention to use JoMoPay system is moderated by culture. The data
were collected by conducting a field survey questionnaire on 270 respondents of Jordanian public sector em­
ployees and were analyzed using Partial Least Squares (PLS) Version 3.2.3. The results mainly show that
intention to use JoMoPay system is significantly and positively influenced by performance expectancy, social
influence, price value, security and privacy, which together explain 0.612 of the variance of behavioural
intention. Next, contrary to what is expected, culture does not moderate the relationship between social influ­
ence and intention to use JoMoPay system; and hence the related hypothesis was not supported. Lastly, more
discussion regarding the theoretical and managerial contributions as well as limitations and future research are
presented at the end of this paper, which completes the whole paper.

1. Introduction of the Internet and smartphones penetration. According to Ministry of

The development of Information and Communication Technology
(ICT) has pushed improvements in different domains such as business,
economics, education and health [1–4]. As a result of the rapidly grown
development of ICT; smart technologies and smartphones have become
vital factors in our lives [5,6]. In fact, the latest reports showed that the
forecast number of active mobile phones worldwide is 6.8 billion by the
end of 2019, and that the number of mobile devices is forecast to grow to
7.33 billion by 2023 [7]. Even more impressively, according to the In­
ternational Telecommunication Union’s [8] report, 97% of the world
population live in an area that is covered by mobile cellular networks,
while 93% of the people can reach of a mobile broadband network (3G,
4G or above), and just over 53% actually use the Internet.
In the Jordanian context, the Jordanian communication sector has
experienced a considerable growth in activities, especially in the context
Digital Economy and Entrepreneurship [MODEE], [9]; MOICT [10];
Ghazal [11] and Ghazal [12]; the penetration of Internet subscriptions
in Jordan reached 87%, statistics also show that the increase in smart­
phone subscription penetration has reached 168%. Consequently, such a
widespread use of mobile phones has encouraged driving their combi­
nation into financial inclusion (Central Bank of Jordan [ [13–15].
Accordingly, mobile payment (m-payment) has emerged due to the
growing number of mobile phone technology users and the easy Internet
access. M-payment systems have been used extensively, and there has
been an improvement of several new services that have not only
changed traditional payment system, but have also developed the
effectiveness of different electronic payment services and decreased
human errors risks [16,17]. Consequently, the transformation from the
traditional payment transactions to the digital payment transactions
have eventually led to an increase in transparency and integrity, as well

* Corresponding author.
E-mail address: m.alokaily@jadara.edu.jo (M. Al-Okaily).

https://doi.org/10.1016/j.techsoc.2020.101367
Received 8 March 2020; Received in revised form 24 August 2020; Accepted 27 August 2020
Available online 2 September 2020
0160-791X/© 2020 Elsevier Ltd. All rights reserved.
M. Al-Okaily et al.
as in the growth of the GDP [13,16,18].
M-payment apps are created and designed to be downloaded and
utilized through smartphones and other similar mobile platforms. After
the first quarter of 2014, smartphones and other devices (e.g., iPads and
tablets) have allowed their users to download m-payment applications
from Apple’s App Store and Google’s Play Store which helped them to be
globally downloadable [19]. Among the most common m-payment apps
that have recently been developed by service companies in Jordan are:
Zain cash, Mahfazti, Dinarak, and Aya cash [20].
Current evidence demonstrates that m-payment system, which has
become possible by the development of ICT, can be helping by offering
an alternative solution to resolve traditional payment problems [16,17,
19]. For example, electronic payment systems consist of several inno­
vative characteristics that help both clients and banks to override
traditional payment problems like visiting a bank to withdraw and de­
posit money as in the traditional method to conduct transactions, long
waiting hours, traffic jam, miscommunication, or delayed payment
transactions. Thus, using the m-payment methods transactions can be
done very easily and conveniently using any enabled mobile phone [13,
21].
M-payment system, otherwise known as JoMoPay system in Jordan,
can be defined as “a mean of payment through using mobile via the
national switch whether by the customer using his account at the bank
or by opening an e-wallet account at payment service provider” [22];
p.2). M-payment offers several benefits to users like one-click payment
solution, no hassle of carrying cash, ease in the tracking of small ex­
penses, discounts and cashback schemes and most importantly, safety
[23]. In this respect, m-payment system is a successful innovation in
many developed countries as it is considered as an integral part of
e-payment that can be used to save time, effort, and money [24]. In
addition, it allows users to pay for the goods and services purchased via
their personal mobile phones anytime and anywhere [21]. Even though
the opportunity to use JoMoPay system services in Jordan is massive,
the level of acceptance of JoMoPay system is still below expected [25,
26].
Although m-payment systems have been widely examined in the
developed world as a result of the technological development in pay­
ment systems, there have not been enough studies which conducted the
acceptance of these systems in the developing world like the Arab
countries in general and Jordan in particular. According to the re­
searchers’ knowledge, the current study is considered as the first
empirical study which examines the acceptance of JoMoPay system
among public sector employees in Jordan using UTAUT2 model with the
new external factors simultaneously (e.g. subjective norm, peer influ­
ence, security, privacy, awareness and culture). Consequently, the cur­
rent study has filled the gap mentioned above and identified important
factors that influence the acceptance of m-payment systems in the Arab
context. Accordingly, the present study has provided the contextual
foundation for comparison and replication within and other Arab con­
texts. Therefore, this becomes a significant contribution to the literature
and it encourages scholars to conducting additional studies related to
the acceptance of m-payment systems at the regional level.
However, this research paper is important since the results aim to
provide recommendations and valuable guideline in order to increase
the acceptance of Jordanians toward JoMoPay system usage. Therefore,
the problems which were explained earlier highlight the main research
question which is: can a modified UTAUT2 model be used to determine
the acceptance of JoMoPay system among public sector employees in
Jordan? In addition, the following research sub-questions were also
designed to be examined in this study: (1) is there a direct relationship
between predictors (performance expectancy, effort expectancy, social
influence, facilitating conditions, price value, awareness security and
privacy) and intention to use JoMoPay system? And (2) does culture
(uncertainty avoidance) moderate the relationship between social in­
fluence and intention to use JoMoPay system?
Regarding research objectives, the paper intends to examine factors
2
Technology in Society 63 (2020) 101367
that may have an influence on the acceptance of JoMoPay system among
public sector’s employees in Jordan. In addition, this paper aims at
investigating the factors influencing the intention to use JoMoPay sys­
tem. Consequently, the main research objective is formulated as the
following: to find out the factors that can lead to the acceptance of
JoMoPay system among public sector employees in Jordan by using a
modified UTAUT2 model. Furthermore, the following is a number of
sub-objectives along with the main objective of the study: (1) to examine
the direct relationships between (performance expectancy, effort ex­
pectancy, social influence, facilitating conditions, price value, aware­
ness, security and privacy) and intention to use JoMoPay system, and (2)
to investigate the moderating effect of culture (uncertainty avoidance)
on the relationship between social influence and intention to use
JoMoPay system.
The rest of the paper is organized as the following: Section 2 reviews
the literature on m-payment systems, UTAUT model, and then in­
troduces the research hypotheses. Section 3 provides the research
methodology. Section 4 presents the data analysis and results. Section 5
provides the results’ discussion. Finally, section 6 provides research
contributions, and section 7 presents limitations and recommendations
for future studies.
2. Literature review and hypotheses development
The current research aims to investigate the determinants of JoMo­
Pay acceptance in the Jordanian context by using UTAUT2 model.
Consequently, this study highlights a number of important factors that
influence the intentions of employees in the public sector to utilize
JoMoPay system services. In view of this, the current section focuses on
the discussion of the most important m-payment systems acceptance
predictors. Those predictors are classified based on the constructs of the
UTAUT2 model and other proposed factors. Hence, the researchers
anticipate that this research may contribute to UTAUT2 model as the
theoretical contribution.
In this regard, The UTAUT was originally proposed by Venkatesh,
Morris, Davis and Davis [27] in an information technology acceptance
context. UTAUT model has been formulated based on the integration of
eight major theories and models of technology acceptance [27]. How­
ever, UTAUT integrates the technology acceptance domain into one
theory with behavioural intention and user’s behaviour as the main
dependent variables. This model tries to overcome the difficulties faced
by information technology researchers to develop their studies’ frame­
work to understand users’ acceptance of the technology [27,28].
The UTAUT model has four main constructs which influence
behavioural intention (BI) to use technology and usage behaviours. The
four main constructs include Performance Expectancy (PE), Effort Ex­
pectancy (EE), Social Influence (SI), and Facilitating Conditions (FC).
Based on UTAUT, behavioural intention to use technology is influenced
by a number of critical factors which are: PE, EE, and SI, while the usage
of technology is determined by FC and BI [27–31]. The relationships
between the constructs of behavioural intention and behaviour of use
are moderated by four key factors including gender, age, experience,
and voluntariness of use [27].
At a later stage, Venkatesh et al. [28] developed the UTAUT model
based on their findings from a study which has been conducted in Hong
Kong. They proposed three new constructs to the original UTAUT model
forming the new UTAUT2 model. The first construct is Hedonic Moti­
vation (HM), the second construct is Price Value (PV), and the third
construct is the Habit (HT). In this respect, Venkatesh et al. [28] claimed
that the suggested additions in UTAUT2 exhibited significant changes in
the variance explained in behavioural intention and technology use. In
total, the new UTAUT2 model posits seven constructs as the de­
terminants of behavioural intention and use of information technology.
The constructs include performance expectancy, effort expectancy, so­
cial influence, facilitating conditions, hedonic motivation, price value
and habit. They are moderated in various degrees by gender, age, and
M. Al-Okaily et al. Technology in Society 63 (2020) 101367

experience. 39]; [40]; [41,43]. Hence, this can lead to the following hypothesis:
In this paper, habit and hedonic motivation were excluded, since
H2. There is a positive relationship between effort expectancy and
JoMoPay system users have no prior experience using the system and it’s
intention to use JoMoPay system.
not dedicated for fun, enjoyment, and entertainment [26,32,33]. How­
ever, based on the recommendations from Venkatesh et al. [28] to widen
the theoretical prospect of UTAUT2 model, this study examines the
2.3. Social influence (SI)
conceptual research model by incorporating the following constructs:
Subjective Norm (SN), Peer Influence (PI), Awareness (AW), Security
SI is defined as ‘‘the degree to which an individual perceives the
(SE), Privacy (PR) and Culture (CU), to extend UTAUT2 model as shown
importance of others to believe that he or she should use the new sys­
in Fig. 1.
tem’’ [27]; p. 451). In a related context, social factors construct is a good
predictor to the use of information technology [27]. SI in this study was
2.1. Performance expectancy (PE)
conceptualized as a global variable derived from two dimensions. The
first dimension is SN, which was measured using four items that were
PE is defined as ‘‘the degree to which an individual believes that
adapted from Ajzen [45]; Venkatesh et al. [28] and Faqih [46]. The
using the system will help him or her to attain gains in job performance’’
second dimension is PI, which was measured using four items were
[27]; p. 447). PE is a strong predictor of behavioural intention in both
adapted from Taylor and Todd [47]; Hsieh, Rai and Keil [48] and Brown,
voluntary and mandatory settings in information technology context
Dennis and Venkatesh [49]. A number of previous studies in the area of
[27]. Abundance of previous studies in the area of m-payment system
m-payment system acceptance and information system have found that
acceptance revealed that performance expectancy is crucial in explain­
social influence the intention to frequently use mobile m-payment sys­
ing the intention to use m-payment system. Due to the expected increase
tem [4,26,34,36,37,39,42,43]. Thus, we propose the following
in job performance, users are expected to have a stronger tendency to
hypothesis:
adopt such technology [4,5,26,32,34–39]; [40]; [41–44]. In this
cross-sectional study and in accordance with the UTAUT2 studies, it is H3. There is a positive relationship between social influence and
expected that if users think that the JoMoPay system is useful and will intention to use JoMoPay system.
add value to their experience then they are more expected to adopt the
system, which leads to the following hypothesis:
2.4. Facilitating condition (FC)
H1. There is a positive relationship between performance expectancy
and intention to use JoMoPay system.
FC is defined as ‘‘the degree to which an individual believes that an
organizational and technical infrastructure exists will help him/her to
2.2. Effort expectancy (EE)
use the system’’ [27]; p. 453). Facilitating condition’s construct is a
great predictor of using information technology [27]. Theoretically,
According to UTAUT model, EE is defined as ‘‘the degree of ease
previous studies in the field of m-payment system acceptance and in­
associated with the use of the system’’ [27]; p. 450). Effort expectancy
formation system have found that facilitating condition can be helpful
has a significant influence on the behavioural intention of a user to use
and significant on the intention to use m-payment system. In addition,
information technology [27]. In that sense, when the system’s users
they will have a stronger tendency to adopt m-payment system [32,34,
think that this system is easy to use, it will motivate their intention to use
35,37–39,42,50]. So, the following hypothesis can be anticipated:
m-payment systems more [32,33]. Many previous studies in the area of
m-payment system acceptance have found effort expectancy as a sig­ H4. There is a positive relationship between facilitating conditions and
nificant predictor of intention to use m-payment system [4,32,34,35,37, intention to use JoMoPay system.

Fig. 1. Conceptual model.

3
M. Al-Okaily et al.
2.5. Price value (PV)
PV can be defined as the individuals’ cognitive trade-off between the
perceived benefits of the applications and the monetary cost for using
these applications [28]. In other words, the price value is positive when
the benefits of adopting a certain system are perceived to be greater than
the cost [28,33]. Thus, price value would function as a predictor of
behavioural intention to use a technology [28]. The measurement of
price value is slightly modified to conform to the most prominent studies
dealing with the UTAUT2 model. In this context, numerous earlier
studies in the area of m-payment system acceptance have found that
price value will be helpful and significantly influential on the intention
to use m-payment system. In addition, users will have a stronger ten­
dency to adopt m-payment system [32,36,39,41,51]. Therefore, the
hypothesis can be formulated as follows:
H5. There is a positive relationship between price value and intention
to use JoMoPay system.
2.6. Awareness (AW)
AW is defined as the degree to which a consumer is aware of elec­
tronic payment channels [52]. According to Rogers [53]; when an in­
dividual knows about the existence of a new idea, he or she might have
insufficient information about it. So, spreading financial awareness,
financial literacy, and building confidence are considered as important
reasons for the acceptance of the m-payment system [54]. This confirms
what each of Mohammadi [55] and Chen [56] indicated in their studies
that awareness is an important factor leading to the adoption of the
mobile banking system. Theoretically, the effective role of awareness on
behavioural intention toward using m-payment system and mobile
banking system has been supported by various previous studies in in­
formation systems area. Thus, it was found that awareness will be
helpful and it has a strong influence upon intention to use payment
systems, and then the users will have a stronger tendency to adopt such
systems [55]; [56]; [57]; [58]; [59]; [60]. Accordingly, we anticipated
the following hypothesis:
H6. There is a positive relationship between awareness and intention
to use JoMoPay system.
2.7. Security (SE)
SE is defined as ‘‘the perceived safety of financial information, such
as credit card details, as entered into certain websites’’ [61]; p. 477). In
this regard, the safety of financial information during digital trans­
actions is considered as a key determinant for trust in Web-based re­
lationships [62]. By reviewing the literature, numerous studies in the
area of m-payment system acceptance showed that a positive influence
on intention to use m-payment system is related to security [51,63–65];
[66]; [24,41,42,67–69]. Therefore, we present the following hypothesis:
H7. There is a positive relationship between security and intention to
use JoMoPay system.
2.8. Privacy (PR)
PR is defined as ‘‘the ability of websites to collect a diverse range of
information from users, as well as the issues around loss or even misuse
of this information’’ [61]; p. 477). According to Mukherjee and Nath
[62]; websites are considered trustworthy if they protect the user’s
personal information. Several earlier studies in the area of m-payment
system acceptance have found a positive relationship between privacy
and intention to use m-payment system [4,24,42,46,64,65,69,70].
However, other studies found a negative relationship between privacy
and intention to use m-payment system but it is also a significant rela­
tionship [71,72]. On the other hand, recent studies have an insignificant
4
Technology in Society 63 (2020) 101367
relationship ([71]; [42,46,72]. This inconsistency in results in different
contexts gives motivation for the researchers to conduct the study by
considering privacy in another context such as Jordan. Consequently,
this leads to the following hypothesis:
H8. There is a positive relationship between privacy and intention to
use JoMoPay system.
2.9. Culture (CU)
CU can be defined as “a collective programming of the mind which
distinguishes the members of one human group from another” [73]; p.
25 [74]; p. 180). Following more than thirty decades of use, academics
as well as management groups still employ Hofstede’s culture di­
mensions to explain the differences between national cultures and have
utilized the same to measure new technologies such as m-payment
system acceptance [4,44,75–77]. Specifically, Hofstede’s classification
contained four original dimensions: uncertainty avoidance, power dis­
tance, masculinity versus femininity and individualism versus
collectivism.
Moreover, one of Hofstede’s cultural dimension that has been
selected and incorporated in research model was uncertainty avoidance,
since it is suitable and has a strong effect on the acceptance of JoMoPay
system. It can be described as the level to which the members who
belong to a culture feel threatened by situations that are uncertain [74].
In the same vein, Srite and Karahanna [78] defined espoused uncer­
tainty avoidance as the degree of risk accepted by an individual and the
extent to which he/she feels threatened by uncertain conditions. In this
regard, the results found by Al-Jabari [79] reaffirms the effectiveness of
Hofstede’s dimensional system of cultural differences, implying that
uncertainty avoidance can surrogate culture.
Hofstede [74] is one of the few anthropologists who considered Arab
culture in his works and included seven Arab countries: Egypt, Iraq,
Kuwait, Lebanon, Libya, Saudi Arabia, and United the Arab Emirates.
According to his cultural dimensions, Arabs manifest a high position of
uncertainty avoidance; explaining their tendency to view unknown sit­
uations as threatening. Indeed, uncertainty is an important obstacle to
the adoption of innovations because an innovation’s consequences may
create such uncertainty, and the consequences of this issue are the
changes that occur in an individual or a social system as a result to the
adoption or rejection of an innovation [68].
Several studies have shown that culture is crucial in adopting new
technology [4]. For example, consumers who espouse cultural values of
uncertainty avoidance would have a strong intention to use the
m-payment device reducing the uncertainty of the usage of the m-pay­
ment device which would also reduce the fear of information security
breaches [76]. Lastly, previous studies found culture (uncertainty
avoidance) as a significant moderating variable [4,44,75,76,80,81]. On
the other hand, few studies have also proved that culture (uncertainty
avoidance) is an insignificant moderating variable [75,80,81]. Based on
these arguments, the following moderated relationship hypothesis has
been tested:
H9. Culture (uncertainty avoidance) moderates the relationship be­
tween social influence and intention to use JoMoPay system.
3. Methodology
To achieve its purpose, the present study adopted the quantitative
research approach to investigate the relationship between several in­
dependent variables, moderating variable and the acceptance of
JoMoPay system by employees of the public sector as the dependent
variable. The current study used self-administered method since it is
more popular in the Jordanian context and it achieves a high response
rate in such context [82–86]. Since the research’s population is located
in Amman city, the capital city of Jordan, where most of the Jordanian
ministries are based, the researchers employed the self-administrated
M. Al-Okaily et al. Technology in Society 63 (2020) 101367

technique for data collection. This technique is also culturally accepted the pre-test in order to improve questions’ clarity. Additionally, all of
among ministries in the Jordanian context. those measurements were evaluated by a seven-point Likert scale with
Researchers pay careful attention to planning the layout and design anchors ranging from strongly disagree to strongly agree (i.e., “1”
of the survey because the structure of the questionnaire helps to deter­ strongly disagree, “7” strongly agree) taking into account that the main
mine the success of the study [87]. The survey was designed in line with language of respondents is Arabic language (employees in Jordanian
the questions, objectives, problems, and hypotheses of the study in order ministries). As a result, the current study translated the survey in­
to measure the effects of different variables on the intention to use struments from English language into Arabic. Back translation method
JoMoPay system. Furthermore, the survey used in the study was divided was adopted to transform the targeted questionnaire to Arabic language
into two parts: the first part consists of demographic information of [88]. Finally, as shown in Appendix 1, 51 scale items have been used in
respondents such as gender, age, marital status, education level, income, the current study to measure the fundamental constructs in the con­
working experience, devices own, users the mobile phones, users of the ceptual model. Based on the recommendations raised by Hair, Hult,
internet and users and non-users of JoMoPay system (see Table 1). The Ringle, and Sarstedt [89] suggested that items loadings should be higher
second part includes questions that measure the main variables of this than 0.70. However, to ensure clarity of the analysis in measurement
study. Skip question logic was used for several questions. On the other items, seven measurement items of the original study model were
hand, the respondent was asked to give his/her comments in the deleted to reach the final model of the study with 44 items instead of 51
comment space provided on the last page and to state the reasons why items.
he/she had used or not used the JoMoPay system and any other infor­ Accordingly, the developed questionnaire was used to collect data
mation about JoMoPay system. from employees in the identified ministries after obtaining permission
A pre-test study was conducted on ten academic representatives and from the minister’s office or the general secretary’s office of each min­
practitioners who are familiar with the information system and m-pay­ istry or the director of the human resources management. The ques­
ment system. Minor changes were made to the questionnaire based on tionnaires were distributed to the employees by hand in the ministries
with cooperation from the managers during their official working hours.
This method provides a great opportunity to meet with a great number
Table 1 of employees under the supervision of their managers which in turn
Demographic characteristics of the respondents.
gives an opportunity to motivate and encourage them to cooperate. All
Category Coding Frequency Percentage the respondents were given a brief about the study and its importance.
Gender Male 143 53.0% As part of the data collection process, the study gave a chance for the
Female 127 47.0% employees who did not return the questionnaire in the first time, to
Total 270 100% answer the questionnaire at home or during their free time which helps
Age Less than 30 years 54 20.0%
to improve the response rate. This was performed once the researcher
30–40 years 138 51.1%
41–50 years 61 22.6% has received the employees’ telephone numbers, e-mails addresses, and
More than 50 years 17 6.3% the department telephone numbers. A follow up was made where the
Total 270 100% respondents were called to inform them the details of the study, thus,
Marital status Single 78 26.6%
there was an increment in the response rate. Many employees did send
Married with 195 66.6%
children
back the questionnaire or submitted by hand.
Married without 13 4.4% In total, this study has distributed 404 questionnaires to public sector
children employees who are working in the main centres of the Jordanian min­
Others 7 2.4% istries while the sample was restricted to all Jordanian ministries (24
Total 270 100%
Jordanian ministries) except for ministry of foreign affairs and expatri­
Education level Bachelor Degree 155 57.4%
Master Degree 42 15.6% ates. After the given time frame, however, only 318 respondents
Ph.D. Degree 11 4.1% managed to participate yielding a response rate of 79.00%. The reason
Others 62 23.0% for applying the survey in Jordanian ministries is due to the big size of
Total 270 100%
the population of employees in public sectors in Jordan [90]. Addi­
Income Less than 500 JD 169 62.6%
500- 1000 JD 91 33.7%
tionally, there is a very large number of Jordanian citizens who are
1001 - 1500 JD 10 3.7% working in Jordanian ministries. They also have smartphones and a
More than 1500 JD 0 0.0% stable monthly income (salary). Therefore, the motivation to choose
Total 270 100% employees from this public sector is because they have higher pur­
Working Experience Less than 10 years 147 54.4%
chasing (and payment) power and they make up a large percentage of
10–20 years 96 35.6%
21–30 years 27 10.0% the labour force in Jordan. Thus, the data collected can be used to
More than 30 years 0 0.0% generalize the Jordanian population.
Total 270 100% Lastly, respondents were probed on their intentions to use JoMoPay
Devices Own Normal phones 21 7.8% system hence, 22 questionnaires from existing users of JoMoPay system
Smart phones 246 91.1%
Tablet devices 3 1.1%
were discarded. In addition, Hair, Black, Babin, Anderson, and Tatham
Others 0 0.0% [91] suggested that it is better for researchers to discard any case for a
Total 270 100% respondent from the collected questionnaires if the missing data is more
Users the Mobile Phone Less than 3 years 23 8.5% than 50%. Based on their recommendation, 22 other cases of re­
3–6 years 56 20.7%
spondents’ answers were excluded as the respondents did not answer
7–9 years 46 17.0%
More than 9 years 145 53.7% more than 50% of the question items. Four respondents were found to be
Total 270 100% outliers and were deleted from the final useable data. In total, 270 valid
Users the Internet Less than 3 years 38 14.1% responses were received from the respondents yielding an overall
3–6 years 59 21.9% response rate of 67%. In regards of sample size, there is no agreement
7–9 years 52 19.3%
More than 9 years 121 44.8%
among the scholars about it and yet Hair, Anderson, Tatham and Black
Total 270 100% [92] considered a number of 200 to be ideal. The sample size of the
Users & Non-Users JoMoPay Users 22 7.5% current research is 270, which is considered appropriate for using SEM.
System Non-Users 270 92.5% Thus, the sample size used for analysis satisfied the generalizability
Total 292 100%
conditions and the adequacy of analysis [93].

5
M. Al-Okaily et al.
4. Data analysis
Partial Least Squares (PLS) was used to estimate the proposed
framework in this study. As a Structural Equation Modelling (SEM)
technique, PLS avoids small sample size problems and has less strict
assumptions of normality distribution and error terms [89,94–96]. PLS
can simultaneously test the measurement model and the structural
model [97,98]. In addition, PLS has the potential to work with very
complex models with a hierarchical structure model and a high number
of indicators, constructs, and relationships [95,96,99–101]. Likewise,
PLS works efficiently for modelling higher-order constructs [101,102].
Furthermore, PLS enables a flexible treatment of more advance model
elements, such as mediating and moderating variables [89,96,102,103].
In the present study, nine hypotheses and their relationships were
examined in the structural model. The model had 51 measurement items
and a sample of 270. Since there has been a relatively large number of
measurement items, this would require a much larger sample size that
was not available for this study. Moreover, the current study model
included the higher-order construct of social influence as a reflective-
reflective measurement type. Furthermore, the model of this study
also included advanced model elements such as the moderating role of
culture. In view of this, it estimates path models that comprise many
constructs, several structural path relationships and/or many indicators
per construct. Therefore, using PLS-SEM approach was suitable to ach­
ieve accurate predictions in the current study. However, PLS-SEM
approach can be useful in some conditions when other approaches are
not. It is on this premise that this approach was used for the purposes of
this study. In this respect, the next section discusses the PLS-SEM tech­
nique employed for analyzing the proposed framework.
In short, hypotheses testing was done through PLS-SEM which is
usually run in two stages for data analysis and interpretation [89,94,97,
98,104]. In the first stage, validity and reliability were measured by
convergent validity, discriminant validity, and Cronbach’s alpha. In the
second stage, bootstrapping was used to analyse the effect of different
variables on the dependent variable [89,94,104]. In this respect, the
next sections discuss the PLS-SEM technique employed for analyzing the
proposed framework.
4.1. PLS-SEM measurement (outer) model
Measurement model evaluation is the first and essential step for
generating results in PLS. Hair et al. [105] outlined four stages of
measurement models evaluation for PLS-SEM. These stages are as fol­
lows: (1) indicator reliability is evaluated using indicator loadings of
0.70, (2) internal consistency reliability is evaluated using Composite
Reliability (CR) of 0.70 and above, (3) convergent validity using
Average Variance Extracted (AVE) of 0.50 and above, (4) discriminant
validity can be evaluated by using Heterotrait-Monotrait (HTMT) ratio
of correlation, Fornell & Larcker criterion, and cross-loading of indica­
tor. By looking at the cross-loading, the factor loading indicators and the
square root of AVE of each latent construct should be higher than its
correlation with any other construct in the PLS-SEM model used in a
study, with a condition that the cut-off value of factor loading is higher
than 0.70 [89,99,106].
The first two stages are related to the reliability while the last two
stages are concerned with validity. Reliability is a test of how consis­
tently a measuring instrument measures a specific concept that it is
measuring. On the other hand, validity is a test of how well an instru­
ment that is adapted measures the particular concept it is intended to
measure [107]. Generally, while assessing the reflective measurement
items, the researcher followed the guidelines suggested by Hair et al.
[99]. Convergent validity measures the extent of correlation of measures
of a construct against the alternative measures of the same construct
while discriminant validity is the extent to which a particular construct
is distinct from another construct [105]. Thus, results of the validity and
reliability of the constructs based on the four criteria used in evaluating
6
Technology in Society 63 (2020) 101367
the measurement model have been examined and presented in the
following sub-sections.
With regard to higher-order construct, there are two approaches for
modelling higher-order construct, namely the Repeated Indicator
Approach (RIA) and the two-stage approach [89]; [102]. As the in­
dicators of a second-order construct do not exist, the RIA specifies all
indicators of the underlying first-order latent constructs to the
second-order construct [89]; [102]. On the other hand, the two-stage
approach involves calculating the latent construct scores for all
first-order constructs in the first stage. Then, the calculated scores are
assigned to the second-order construct as indicators [89]; [102]; [108].
Theoretically, the RIA has several advantages over the two-stage
approach. In general, it is possible to estimate all constructs (first and
second-order constructs) simultaneously rather than estimating
first-order and second-order dimensions separately as in two-stage
approach [102]. Thus, in this study the RIA was adopted.
In line with that, the path model of this study involves one rela­
tionship that will be examined at a higher level of abstraction (second-
order constructs), namely the role of social influence. Here, each second-
order construct should be estimated separately [109]; [108]. As
mentioned earlier, this study assigned the first-order constructs of sub­
jective norm and peer influence as reflective indicators to the
second-order construct of social influence. Consequently, the analysis
and interpretation of the second-order of social influence is comparable
to a first-order reflective measurement model. Thus, the loadings of the
first-order construct on the higher-order construct should be more than
the threshold value of 0.70. As presented in Table 2, all the items loading
of subjective norm and peer influence were within the recommended
range. Further, the results in Table 2 reveals that the CR of all constructs
exceeded the suggested value of 0.70 whilst the initial analysis shows
that all the items loadings were appropriately between 0.861 and 0.984
on their postulated constructs. On the other hand, internal consistency
reliability of all the constructs was confirmed. The results also showed
that the AVEs ranged from 0.706 to 0.969 which were all within the
accepted range, and thus the study can reliably proceed.
On the other hand, discriminant validity is defined as “the extent to
which a construct is truly distinct from other constructs by empirical
standards” [89]; p.104). Hair et al. [99] stated that discriminant validity
stipulates that each latent constructs’ AVE should be higher than the
construct’s highest squared correlation with another latent construct
Fornell and Larcker [110]. Thus, discriminant validity indicates the
extent to which the constructs are differing from one another. Moreover,
there are three available methods to determine the discriminant val­
idity, namely; Heterotrait Monotrait ratio of correlations (HTMT)
method, Fornell, and Larcker method and cross-loadings method [89,99,
106]; [110].
While considered a new method to assess discriminant validity in
PLS-SEM. Henseler et al. [106] suggested a new method to assess
discriminant validity which is through HTMT ratio of correlations
method [111,112]. When HTMT value is close to 1, it indicates a lack of
discriminant validity. Using the HTMT as a criterion involves comparing
it to a pre-defined threshold. If the value of the HTMT is higher than this
threshold, one can conclude that there is an issue in discriminant val­
idity [112]. Some authors have suggested that threshold of 0.85 can be
considered [106]. Accordingly, Table 3 shows the results of HTMT cri­
terion which meets the minimum value of HTMT and within the rec­
ommended range [106,112].
The second method is to assess discriminant validity using Fornell-
Lacker criterion in which Fornell and Larcker [110] suggest that
discriminant validity is established when the AVE of an individual
construct is greater than the squared multiple correlations of that
construct with other constructs [89,99]. In other words, the square root
of each construct’s AVE should have a greater value than the correla­
tions with other latent constructs [89]. Thus, in line with that,
discriminant validity in the Fornell and Lacker criterion exists if the
diagonal elements are greater than other off-diagonal elements in the
M. Al-Okaily et al. Technology in Society 63 (2020) 101367

Table 2 where an indicator should load on its postulated construct more than
Convergent validity-Item Name (IN), Item Loading (IL), Composite Reliability on the other constructs [89,99]. On the other hand, the values in Table 5
(CR) and Average Variance Extracted (AVE) Average Variance Extracted (AVE). marked as the bold and grey shaded, represent the cross-loadings for all
Construct Name CR AVE indicators. The results show that all indicators load higher on their
IN IL respective construct than any other constructs in the path model. Thus,
Performance Expectancy PE1 0.954 0.942 0.895 all analyses point out in most constructs and indicators in the path model
PE3 0.945 exhibit discriminant validity.
PE4 0.940 In short, the analyses and results incorporated, which are discussed
Effort Expectancy EE2 0.926 0.921 0.849
above in this section, provide a supporting evidence that all reflective
EE3 0.918
EE4 0.920 measurements and soundness of the measurement in the path mode
Facilitating Conditions FC1 0.834 0.861 0.706 have met the conventional standards of reliability and validity. In
FC2 0.864 addition, several statistical analyses in this section confirm the mea­
FC3 0.880 surement models in this study. Accordingly, it can be concluded that the
FC4 0.780
Price Value PV1 0.936 0.941 0.850
proposed path model has a satisfactory level of validity and reliability.
PV2 0.948 Therefore, the research can safely move toward structural model anal­
PV3 0.919 ysis and testing the proposed hypotheses. The next section presents an
PV4 0.883 evaluation of PLS-SEM structural (inner) model.
Awareness AW1 0.917 0.915 0.853
AW2 0.931
AW3 0.923
Security SE1 0.980 0.984 0.969 4.2. PLS-SEM structural (inner) model
SE3 0.979
SE5 0.994 After analyzing the measurement model and confirming that the
Privacy PR1 0.878 0.944 0.781 measurement in the model met the conventional standards of reliability
PR2 0.906
PR3 0.916
and validity, the next step in the PLS Analysis is to evaluate the struc­
PR4 0.892 tural model and to test the proposed hypotheses. Thus, in line with direct
PR5 0.884 and indirect test of the relationships, the main effect model in which the
PR6 0.823 moderator was not included was examined. Afterward, the moderation
Culture (Uncertainty Avoidance) UA1 0.955 0.982 0.916
effect was tested in another model known as an interaction model [89,
UA2 0.967
UA3 0.927 94,105]. In the main effect model as well as in assessing the significance
UA4 0.969 level of the (path coefficients-β), the PLS bootstrapping procedures with
UA5 0.966 5000 re-sampling were employed using SmartPLS. The results are pre­
UA6 0.958 sented in Table 6, and Fig. 2. In terms of the structural paths, the results
Intention to Use JoMoPay System BI1 0.927 0.957 0.885
of both standardized path coefficients and their significance values were
BI2 0.957
BI3 0.942 used for hypotheses testing.
BI4 0.936 Table 6 presents a summary of the results found by testing the
Construct Name CR AVE research hypotheses (path coefficients-β). In the first step, the main ef­
IN IL
Second-order First-order fect has been tested separately (direct relationships) without the
Social Influence Subjective Norm SN1 0.903 0.886 0.751 moderator (Culture/Uncertainty Avoidance) as indicated in Table 6. The
SN2 0.937 results mainly show that intention to use JoMoPay system is signifi­
SN3 0.882
SN4 0.729
cantly and positively influenced by performance expectancy, social in­
Peer Influence PI1 0.922 0.940 0.849 fluence, price value, security, and privacy which are the most influential
PI2 0.937 drivers of JoMoPay system acceptance, and hence all of these hypoth­
PI3 0.949 eses were supported. Conversely, the results show that there are insig­
PI4 0.875
nificant relationships between effort expectancy, facilitating conditions,
and awareness on intention to use JoMoPay system and hence the
rows and columns. As it can be seen, the values in Table 4 marked as the related hypotheses were not supported. Lastly, with regard to the
bold and grey shaded represent the square root of AVE of all constructs. moderation effect of culture (uncertainty avoidance), the interaction
By implication, it is revealed that the square root of AVE of each of the model has been initiated, the result has not confirmed the postulated
twelve latent constructs is higher than its correlation with any other hypothesis that culture (uncertainty avoidance) moderates the rela­
construct in the path model. tionship between social influence and intention to use JoMoPay system.
Lastly, the third method focuses on the indicators’ cross-loadings Consequently, the hypothesis with regard to the moderation effect of
culture (uncertainty avoidance) was rejected.

Table 3
Discriminant validity - heterotrait-monotrait (HTMT) criterion.
AW UA EE FC BI PI PE PV PR SE SN

AW –
UA 0.055 -
EE 0.088 0.022 -
FC 0.561 0.042 0.053 -
BI 0.633 0.057 0.060 0.520 -
PI 0.467 0.072 0.046 0.578 0.640 -
PE 0.621 0.097 0.046 0.617 0.626 0.514 -
PV 0.468 0.017 0.089 0.621 0.514 0.458 0.449 -
PR 0.779 0.039 0.063 0.562 0.692 0.581 0.583 0.491 -
SE 0.396 0.012 0.047 0.367 0.446 0.326 0.282 0.320 0.444 -
SN 0.516 0.116 0.025 0.509 0.690 0.833 0.625 0.481 0.597 0.337 -

7
M. Al-Okaily et al. Technology in Society 63 (2020) 101367

Table 4
Discriminant Validity - Latent Variable Correlation (Square root of AVE).
AW UA EE FC BI PI PE PV PR SE SN

AW 0.924
UA 0.050 0.957
EE 0.087 0.012 0.922
FC 0.506 0.024 0.043 0.840
BI 0.601 0.061 0.062 0.476 0.941
PI 0.440 0.072 0.011 0.525 0.608 0.921
PE 0.579 0.095 0.020 0.559 0.598 0.486 0.946
PV 0.441 0.000 0.088 0.560 0.490 0.432 0.426 0.922
PR 0.733 0.030 0.065 0.513 0.660 0.548 0.552 0.466 0.884
SE 0.382 0.002 0.053 0.337 0.434 0.313 0.273 0.307 0.430 0.984
SN 0.469 0.110 0.012 0.451 0.635 0.760 0.573 0.440 0.545 0.314 0.866

Table 5
Discriminant validity- cross-loadings for all indicators.
AW UA EE FC BI PI PE PV PR SE SN

AW1 0.917 0.067 0.101 0.507 0.635 0.470 0.550 0.483 0.743 0.419 0.474
AW2 0.931 0.002 0.083 0.450 0.505 0.400 0.494 0.356 0.639 0.297 0.436
AW3 0.923 0.065 0.052 0.433 0.503 0.333 0.557 0.364 0.631 0.327 0.377
BI1 0.570 0.061 0.076 0.453 0.927 0.524 0.524 0.467 0.603 0.378 0.544
BI2 0.610 0.060 0.056 0.445 0.957 0.565 0.593 0.485 0.648 0.449 0.614
BI3 0.512 0.055 0.086 0.407 0.942 0.578 0.536 0.436 0.593 0.397 0.596
BI4 0.566 0.053 0.017 0.483 0.936 0.617 0.594 0.453 0.638 0.406 0.633
EE2 0.072 0.022 0.926 − 0.015 0.034 − 0.035 − 0.027 0.067 0.028 0.026 − 0.012
EE3 0.092 − 0.002 0.918 0.092 0.075 0.054 0.065 0.093 0.092 0.071 0.032
EE4 0.068 0.025 0.920 − 0.006 0.044 − 0.029 − 0.026 0.069 0.032 0.028 − 0.007
FC1 0.362 − 0.026 0.050 0.834 0.383 0.447 0.469 0.484 0.348 0.222 0.358
FC2 0.369 0.027 − 0.001 0.864 0.358 0.401 0.445 0.436 0.390 0.307 0.377
FC3 0.477 0.044 0.036 0.880 0.455 0.535 0.495 0.493 0.513 0.290 0.417
FC4 0.479 0.033 0.057 0.780 0.390 0.364 0.462 0.464 0.455 0.315 0.357
PE1 0.552 0.084 0.042 0.525 0.589 0.471 0.954 0.415 0.548 0.277 0.575
PE3 0.520 0.083 0.015 0.498 0.511 0.432 0.945 0.354 0.505 0.223 0.501
PE4 0.568 0.103 − 0.001 0.558 0.591 0.473 0.940 0.432 0.512 0.270 0.545
PI1 0.447 0.071 − 0.018 0.492 0.634 0.922 0.487 0.414 0.551 0.320 0.732
PI2 0.380 0.041 0.038 0.498 0.553 0.937 0.437 0.399 0.493 0.268 0.684
PI3 0.403 0.066 0.011 0.483 0.537 0.949 0.465 0.364 0.490 0.278 0.709
PI4 0.390 0.087 0.011 0.462 0.513 0.875 0.399 0.417 0.485 0.287 0.675
PR1 0.634 0.000 0.020 0.440 0.597 0.507 0.487 0.414 0.878 0.435 0.530
PR2 0.710 − 0.013 0.084 0.507 0.647 0.519 0.502 0.480 0.906 0.421 0.528
PR3 0.689 0.027 0.072 0.467 0.600 0.480 0.545 0.448 0.916 0.397 0.503
PR4 0.602 0.034 0.036 0.434 0.533 0.467 0.461 0.370 0.892 0.337 0.427
PR5 0.593 0.043 0.026 0.438 0.544 0.475 0.472 0.390 0.884 0.344 0.446
PR6 0.643 0.078 0.104 0.424 0.564 0.451 0.452 0.352 0.823 0.334 0.442
PV1 0.413 − 0.012 0.081 0.518 0.422 0.379 0.412 0.936 0.433 0.297 0.402
PV2 0.428 − 0.003 0.096 0.526 0.438 0.404 0.419 0.948 0.447 0.306 0.423
PV3 0.403 − 0.002 0.108 0.529 0.451 0.360 0.330 0.919 0.401 0.312 0.350
PV4 0.383 0.017 0.041 0.492 0.486 0.443 0.407 0.883 0.434 0.220 0.442
SE1 0.360 0.017 0.050 0.314 0.420 0.310 0.261 0.294 0.430 0.980 0.307
SE3 0.381 − 0.003 0.053 0.343 0.436 0.292 0.273 0.303 0.413 0.979 0.309
SE5 0.387 − 0.007 0.054 0.338 0.424 0.322 0.272 0.309 0.428 0.994 0.310
SN1 0.395 0.116 0.001 0.442 0.575 0.679 0.536 0.416 0.458 0.299 0.903
SN2 0.411 0.084 0.015 0.413 0.571 0.718 0.464 0.385 0.464 0.267 0.937
SN3 0.472 0.108 0.003 0.451 0.572 0.657 0.582 0.380 0.515 0.279 0.882
SN4 0.342 0.070 0.024 0.234 0.480 0.570 0.398 0.342 0.458 0.241 0.729
UA1 0.049 0.955 0.019 0.025 0.052 0.061 0.086 − 0.018 0.019 − 0.014 0.097
UA2 0.044 0.967 0.023 0.016 0.037 0.048 0.097 − 0.021 0.009 − 0.013 0.091
UA3 0.072 0.927 0.000 0.028 0.031 0.064 0.076 − 0.002 0.029 − 0.002 0.109
UA4 0.044 0.969 0.030 0.032 0.052 0.087 0.089 − 0.004 0.023 0.016 0.113
UA5 0.043 0.966 − 0.008 0.010 0.057 0.053 0.091 0.000 0.032 0.005 0.093
UA6 0.046 0.958 0.009 0.028 0.086 0.083 0.098 0.024 0.046 0.011 0.119

With regard to the coefficient of determination (R2), the R-squared
value represents the proportion of variation in the endogenous latent
variables that can be explained by the effect of one or more exogenous
latent variables. The judgment of R2 value is highly dependent on the
specific research discipline [89,99,113]. While the R2 value of 0.75 is
considered high in some disciplines, R2 values of 0.20 would be
perceived as high in other research areas [99]. Accordingly, some re­
searchers such as [95] and Hair et al. [91] suggested that the values of R2
above 0.67 are considered high while values ranging from 0.67 to 0.33
are moderate, and values among 0.33 to 0.19 are weak and any R2
values less than 0.19 are unacceptable. Based on the results reported in
Fig. 2, it can be explained that the R2 of intention to use JoMoPay system
was 0.612, indicating that performance expectancy, social influence,
price value, security, and privacy account for 61.2% of the variance in
the intention to use JoMoPay system, which can be considered as
moderate. Consequently, the result of the PLS algorithm shows that the
structure model explains the acceptable variance level of intention to
use JoMoPay system.

8
M. Al-Okaily et al. Technology in Society 63 (2020) 101367

Table 6
Result of hypotheses testing.
No. Relationship Standard Beta Standard Error T- value P-value Sig. Decision

IV DV

H1 PE BI 0.193 0.074 2.627 0.009 Sig. Supported**

H2 EE BI 0.017 0.041 0.409 0.683 N⋅S. Not supported
H3 SI BI 0.316 0.058 5.445 0.000 Sig. Supported ***
H4 FC BI − 0.071 0.060 1.172 0.241 N⋅S. Not supported
H5 PV BI 0.108 0.058 1.878 0.061 Sig. Supported*
H6 AW BI 0.117 0.077 1.516 0.130 N⋅S. Not supported
H7 SE BI 0.129 0.045 2.858 0.004 Sig. Supported **
H8 PR BI 0.213 0.072 2.944 0.003 Sig. Supported **
No. IV MOD DV

H9 SI CU BI 0.025 0.037 0.671 0.502 N⋅S. Not supported

Note 1: The direct and the indirect hypothesis is tested at two-tailed.

Note 2: N⋅S.: Not significant, Sig.: Significant, (+) Positive relationship.
Note 3: Significant at P***= < 0.001, p** <0.05, p* <0.10, and N.S. p = > 0.10.

Fig. 2. The significant and insignificant results regarding the hypotheses testing (T-value).

Lastly, with regard to the predictive relevance (Q2) measure which is
“an indicator of the model’s predictive relevance” [89]; p.178), [95]
suggests that the researchers should also apply the predictive sample
reuse technique to examine the predictive relevance Q2 of the model.
Predictive relevance Q2 of the structure model is measured by
Cross-validated redundancy ([95]; [89]. Therefore, the Q2 value is
generated based on the predictive sample reuse technique using the
blindfolding procedure. According to Valerie [94]; Stone-Geisser’s test is
calculated by the following formula: Q2 = I-SSE/SSO. Based on the
recommendation of Hair et al. [99]; cross-validated redundancy was
assessed by the PLS-SEM estimates using blindfolding procedures and
the results indicated that the data used for predicting research model
perfectly fit the PLS-SEM approach. Following the suggestion of Hair
et al. [91]; the model of the current study has predictive relevance
considering that the values of the cross-redundancy are greater than
zero. Specifically, Fig. 2 shows that the obtained cross-validated
redundancy values for intention to use JoMoPay system were found to
be 0.502 which shows large predictive relevance. Therefore, it is sug­
gested by these results that the current research model has adequate
prediction relevance.
5. Discussion of results
In this respect, this study was undertaken to explain and understand
the status of JoMoPay system acceptance in Jordan based on UTAUT2
model. Furthermore, the current study explores the factors that influ­
ence behavioural intention to use JoMoPay system. In addition, it aims
to explore the moderation role of culture on the specified relationships.
Therefore, this section represents the discussed results in line with
previous studies and examined hypotheses. To discuss the empirical
results, the following sub-sections are organized to answer the research
questions set earlier and to achieve the research objectives.
The first hypothesis has been empirically supported, thus, results
mainly show that behavioural intention to use JoMoPay system is
significantly and positively influenced by performance expectancy. This
indicates that public sector employees in Jordan are more likely to have
a higher intention to use JoMoPay system if they understand that the
systems are user-friendly. Therefore, the employees with high-
performance expectancy had high acceptance to use the JoMoPay sys­
tem services. Thus, Jordanian public sector employees were mostly
influenced by their perceptions about the performance expectancy and

9
M. Al-Okaily et al.
the benefits expectancy of using JoMoPay system which coincides with
the UTAUT, and UTAUT2 model as suggested by Venkatesh et al. [27,
28].
Hypothesis H2 was rejected for the reason that employees believe it
is difficult to use JoMoPay system and it is perceived as being hard to use
and requires much effort. Hence, effort expectancy does not have any
influence on the intentions of employees to accept JoMoPay system
services. Nevertheless, many prior studies in the information system
area have proposed similar results (e.g. Refs. [26,33,36,41,42,50,114,
115] to name but a few. These studies found that there is no relationship
between effort expectancy and behavioural intention to use digital
payment systems.
Empirical results also confirm the assumption of H3 which proposes
that there is a relationship between social influence and the use of m-
payment system. In this regard, the social influence was conceptualized
as a global construct derived from two dimensions, namely the subjec­
tive norm, and peer influence. It was also noted that social influence
accounted for the largest unique contribution in explaining the variance
in the behavioural intention of accepting JoMoPay system (with T-
value: 5.445, P-value: 0.000). This result indicates that the public sector
employees who have high social influence had high intentions to use
JoMoPay system. This implies that if more influential people think that
using JoMoPay system is beneficial, it is more probable that employees
will use it as well [26]. Similarly, other people’s opinions such as friends
and peers also have an important role in the acceptance of JoMoPay
system. Therefore, employees’ willingness to use JoMoPay system is
highly influenced by the opinions of influential people in their
community.
Statistical values stated that there is no significant relationship be­
tween facilitating conditions and behavioural intention to use JoMoPay
system (H4 was rejected). This indicates that the acceptance of JoMoPay
system is not affected by the infrastructure of employees’ electronic
resources and their knowledge. This is basically due to the fact that
people in Jordan do not expect to have regulations from the CBJ which
could help them to use JoMoPay system services so they could not
recognize its importance. This result contradicts with what has been
suggested by previous research in the field of information system (e.g.
Ref. [27,28], but is consistent with many others studies (e.g. Ref. [33,36,
37,41,44,114,116].
The empirical results of this study suggest a significant and positive
relationship between price value and intention to use JoMoPay system
so H5 has been accepted. This result emphasizes what Venkatesh et al.
[28] claimed in the UTAUT2 model that the behavioural intention was
significantly influenced by price value. The main reason for this signif­
icant effect is believed to be due to the fact that Jordanian public sector
is actually interested in the advantages and benefits perceived in using
services of JoMoPay system compared to the financial cost paid to use
such systems. This implies that those employees are highly concerned
with the financial value in formulating their decision to accept or reject
JoMoPay system. What has been concluded in this context matches the
findings of other studies such as Gupta et al., [36]; Singh and Srivastava
[51]; Alalwan, Baabdullah, Rana, Tamilmani and Dwivedi [117]; Alal­
wan et al. [32]; [39], Alalwan, et al. [33], and Oliveira et al. [41] that all
found that price directly impacted behavioural intention.
Surprisingly, Hypothesis H6, which states that awareness and
knowledge of Jordanian public sector employees about JoMoPay system
services would increase the acceptance of JoMoPay system, was rejec­
ted. Empirical results of the present study propose that there is no sig­
nificant relationship between awareness and behavioural intention to
use JoMoPay system. This is observed to be basically due to the low
values that represent the relationship between awareness and the
intention to use JoMoPay system as compared to the high values that
express the strong influence of various variables such as social influence,
security, and privacy on the intention to use these payment systems.
With respect to Hypothesis 7, the results of the data analysis high­
light that security is found to have a significant and positive relationship
10
Technology in Society 63 (2020) 101367
with behavioural intention to use JoMoPay system indicating that the
assurance of the security of financial transactions on JoMoPay system
can drive the employees’ intention toward using JoMoPay system and
hence H7 was confirmed. This finding shows consistency with the
findings of other studies (e.g. Ref. [24,41,42,51,63,67–69,76,66].
Therefore, this result shows that employees with high security had high
intentions to use JoMoPay system services.
The present research also argues that there is a significant and pos­
itive relationship between privacy and behavioural intention to use
JoMoPay system (H8 was confirmed). If the employees feel safe about
their personal information shared through JoMoPay system, they will
have more tendency towards using JoMoPay system. This result con­
firms what has been suggested by earlier studies (e.g. Refs. [4,24,42,46,
69,70] which found that privacy had a significant and positive effect on
behavioural intention to use digital payment systems.
Finally, the results disclaim the prediction of Hypothesis 9, which
assumes the moderating effect of culture (uncertainty avoidance) on the
relationship between social influence and intention to use JoMoPay
system. With regard to the second question, the current study attempts
to highlight the role of culture as a moderating effect between the social
influence and intention to use JoMoPay system among Jordanian public
sector employees. Despite the common understating of the effect of
culture and social influence toward acceptance of JoMoPay system, this
study found that culture does not moderate the relationship between
social influence and intention to use JoMoPay system. This result is
similar to other studies’ findings, namely, Tam & Oliveira [75]; Seo et al.
[80] and De Meulenaer et al. [81]; which found that culture has no
significant effect as a moderating variable. In addition, Al-Jabari [79]
has found no significant relationship between culture as the independent
variable and actual behaviour as the dependent variable.
It is also worth mentioning that the survey respondents tended to
choose either slightly agree or agree levels of culture factor. This means
that Jordanian public sector employees prefer to accept culture change
in existing JoMoPay system because of the system’s potential to provide
flexibility in making payments. Taking into consideration the reasons
mentioned above, this study does not provide enough pieces of evidence
to connect the role of culture as a moderator variable to the relationship
between social influence and intention to use JoMoPay system. In a
related context, it has been found that when comparing culture as a
moderator variable with other independent variables, culture seems to
have lost its influence as a moderator variable.
6. Theoretical and practical contributions
The present study offered new clarifications about the acceptance of
m-payment systems using the UTAUT2 model in Jordan. However, this
section discusses the contributions of the study including theoretical
contribution and practical contribution as they are explained in details
in the following subsections.
6.1. Theoretical contribution
The current study attempts to contribute to the existing body of
knowledge in both theoretical and practical areas. With respect to the
theoretical contribution, the study attempts to fill the gap in the existing
body of knowledge by adding new critical factors to UTAUT2 model.
Moreover, this study investigates factors that have not been considered
in earlier studies on the acceptance of JoMoPay system in the Jordanian
context (e.g. Ref. [26,32,34,117] by identifying nine factors, namely,
performance expectancy, effort expectancy, social influence, facilitating
conditions, price value, security, privacy, awareness and culture that are
believed to affect variation in the intention to use JoMoPay system.
Hence, it provides an explanation for some inconsistencies as observed
in the results of past studies. One more contribution is that the present
study has used multilevel modelling unlike earlier studies. Furthermore,
it intends to verify the UTAUT2 model statistically and to offer new
M. Al-Okaily et al.
findings that are believed to change our notion of the problem.
However, other studies considered social influence and culture as
critical factors in the Arab countries [118]. In addition, Rouibah, Lowry
and Almutairi [119] argued that Arab societies are characterized as a
collectivistic culture so that the cultural factor should be added as a
determining factor. In fact, only a few previous studies have considered
issues related to influence and cultural factors in Arab communities.
Accordingly, this study postulated the subjective norm and peer influ­
ence as dimensions of social influence. Additionally, the study consid­
ered taking one of Hofstede’s cultural dimensions, namely uncertainty
avoidance which has been simultaneously incorporated into the UTAUT
model. Thus, the study takes a new look at the UTAUT2 model to
enhance it by the combination of subjective norm and peer influence as
dimensions of social influence to predict behavioural intention, and
focuses on the importance of the cultural factor in Arab countries.
Interestingly, the empirical results in the present study revealed new
evidence with respect to UTAUT2 model [28] that has not yet been
suggested by the previous studies in the context of m-payment systems
in developing countries. Although the culture factor does not have a
moderation effect between social influence and behavioural intention,
the social influence factor has a positive effect on intention to use
JoMoPay system. One more considerable contribution of the study with
respect to UTAUT model is that security and privacy are found as new
determinants of behavioural intention.
In brief, it can be concluded that the present study adds a significant
theoretical contribution to the literature due to the fact that new influ­
ential factors are found to have an effect on behavioural intention in m-
payment context, which has not been addressed in literature so far.
6.2. Practical contribution
In terms of practical contribution, this study is believed to be helpful
to banks in Jordan and other financial companies operating in Jordan by
providing significant insights to system-developers and business
decision-makers. The results of this study also propose a number of
important suggestions and recommendations for researchers in the field
of e-payment technology developers, practitioners and senior manage­
ment to facilitate greater acceptance and diffusion of m-payment sys­
tems. Those beneficiaries could use the current research model to assess
the ability of their institutions to increase the rate of adopting JoMoPay
system and to assess the nature of the relationship with their users.
Further, it helps the managers of banks and companies to initiate their
agenda to overcome all obstacles that occurred in the acceptance of
JoMoPay system in the Jordanian context. Therefore, the recommen­
dations of this study offer the information necessary for financial in­
stitutions including banks resulting in a better application of JoMoPay
system, which can also enable them to achieve the holistic and extensive
acceptance of JoMoPay system in the Jordanian society.
The results of the current study have also proposed useful informa­
tion for Jordanian employees in the public sector. To ensure usability
and practicality, the awareness of JoMoPay system should be spread into
their actual needs. Therefore, electronic payment transactions can
become an alternative method to traditional payment transactions.
Hence, the system-developers in CBJ and other providers of JoMoPay
services are strongly advised to continue emphasizing the actual needs
of Jordanian public sector users to increase the adoption rate. This study
has also aspired to determine and focus on the significance of JoMoPay
system services and their correlations with the behavioural intention to
use JoMoPay system. Lastly, the study offers the opportunity for future
research in the field of online payment services to get benefit from the
results of the study. In particular, it sheds a new light on what influences
the intentions of users to engage in m-payment usage.
To sum things up, one of the main objectives of the study is to guide
the practitioners into beneficial information and critical factors influ­
ence on the acceptance of JoMoPay system. The current study yielded
surprising results to the practitioners by proposing and exploring
11
Technology in Society 63 (2020) 101367
important factors which influence the acceptance of JoMoPay system in
Jordan taking into account that those factors have not been fully
explored in prior studies so far. Moreover, the present study provides
new beneficial information that will help the decision-makers in CBJ to
assess the risks and overcome all obstacles before committing any de­
cision related to any changes in JoMoPay system.
7. Limitations and recommendations for future directions
Although this study offers a number of contributions which have
been highlighted in the previous section, a few limitations should be
highlighted. First, the study was unable to apply probability sampling
techniques due to the high cost of conducting such study in all the
ministries at different regions to obtain the names and address lists of all
employees as well as the time and effort needed to reach some groups of
employees. Second limitation, in terms of measurement items, the
number of items adapted to measure the constructs might not be suffi­
cient since some of the measurement had to be removed during the
analysis in order to ensure the fitness of the data. As the case of this
study, only three items have been utilized when the fitness of the model
was measured after removing seven measurement items from the orig­
inal model.
The next limitation is regarding the scarcity of research that has been
devoted to examining the m-payment system acceptance among the
public sector around the world which caused a hindrance in the deep
understanding of such issue especially in the Jordanian context. How­
ever, since this study is among the pioneering research which conducts
the acceptance of JoMoPay system among Jordanian public sector em­
ployees, its outcomes need to be verified by further studies focusing on
the factors that influence an employee’s intention to use digital payment
systems. In other words, confirming the results of this research will
strongly assist to formulate future research model in the area of m-
payment systems acceptance.
In the light of the above, there are some recommendations that
should be considered for future research which are believed to positively
affect the current approach. First, considering the fact that JoMoPay
system is a new payment method and a new system in Jordan, the
adoption rate is still sluggish and restricted as a result of many limita­
tions [26,32,34]. Thus, Jordanian public sector employees have not yet
formulated a habitual behaviour toward this system [32,33]. In addi­
tion, hedonic motivation and habit were excluded from the theoretical
framework of this study because JoMoPay system is not connected to
enjoyment and entertainment. However, in the future, once people in
Jordan start using the digital payment systems to subscribe on online
channels and formulate a habitual behaviour towards those systems as
well as when new features are added to those digital payment systems, it
becomes possible for future research to consider the role of HM and HT
both in the behavioural intention to use the JoMoPay system and the
actual use of it.
Moreover, this study has incorporated one of Hofstede’s cultural
dimensions (uncertainty avoidance) into the theoretical framework, so
that other cultural dimensions are not considered in the current study.
Therefore, future research can be conducted by integrating other cul­
tural dimensions (e.g. power distance, masculinity versus femininity,
individualism versus collectivism, and long-term versus short-term
orientation). Those cultural dimensions could be more useful to pro­
vide a better understanding about how customers and their intentions,
behaviours, and beliefs act towards such new systems [32,120]. In
addition, considering those cultural factors will examine whether these
dimensions are still valid or not in the Jordanian context. Similarly, the
study also suggests considering other aspects such as the role of de­
mographic factors (e.g. income, education level, and experience of using
mobile devices) in future studies.
Finally, it is worth mentioning that Jordan is a peaceful country that
is intensely influenced by Middle Eastern instability and the raging
conflicts in neighboring countries such as Syria, Palestine, and Iraq, and
M. Al-Okaily et al. Technology in Society 63 (2020) 101367

less intensely influenced from conflicts in more distant Arab countries
such as Yemen, Sudan, and Libya. These conflicts have increased the
number of refugees entering Jordan which lead to creating a huge
burden on the Jordanian technology infrastructure and digital payment
systems. With regards to this, the Jordanian government has extensively
invested in the sector of ICT in cooperation with the human resource
that can provide outstanding new opportunities for Jordanians to work.
Accordingly, Jordanian’s concern in developing infrastructure for the
financial and banking sector has recently increased for two reasons.
First, to achieve financial inclusion in the country. Second, to raise the
diffusion of digital payment systems via mobile phones technology
especially for those people who do not have bank accounts like refugees
who can use a mobile payment system by opening e-wallet accounts
using smart mobile phones [13,121].
However, the CBJ has been working with international authorities
such as United Nations High Commissioner for Refugees (UNHCR) to
provide refugees and non-Jordanian residences with the ability to open
e-wallet accounts (using passport number for foreigners, and UN num­
ber or ministry of the interior card number for refugees). Moreover, to
give them the chance to conduct the basic financial services like saving
money, transferring remittances abroad in an integrated electronic
manner, and making payments wherever they might be [122]; United
Nations High Commissioner for Refugees [ [54,123]. Therefore, Jorda­
nian government can develop strategies to increase the numbers of
people who use mobile payment systems among non-Jordanian people
(refugees and foreigners). As a result, achieving a higher level of mobile
payment systems maturity by launching national campaigns and
marketing advertisements to increase awareness and understanding of
the potential advantages which are believed to encourage them to use
such systems.
8. Conclusions
The m-payment system is an appealing option that has recently
boomed because of the advent of smartphones and their applications all
over the world. However, when the JoMoPay system was first intro­
duced, it has received low numbers of adoption rates and it has been
conducted only in a few studies. Hence, this study emphasizes the ne­
cessity of examining the main factors that can shape the Jordanian users’
intention to use and adopt JoMoPay system. The study examined a
context-specific model utilizing the UTAUT2 model with awareness,
security and privacy as independent variables and suggesting culture as
the moderating variable. Based on the findings we can draw some
conclusions. First, although not all predictors were significant, some
results are consistent with the UTAUT2 model predictors. Second, the
research results indicated that performance expectancy, social influ­
ence, price value, security, and privacy were found to be significant
predictors of the intention to accept JoMoPay system. Nevertheless,
social influence yields the strongest influence upon JoMoPay system
acceptance when compared to other predictors. Finally, the main sta­
tistical results confirmed the predictive validity of the research model.
Last but not least, they together explain 61.2% of the variance in the
intention to use JoMoPay system.

Appendix A. Supplementary data

Supplementary data to this article can be found online at https://doi.org/10.1016/j.techsoc.2020.101367.

Appendix

Appendix 1
Measurements items and sources

Constructs Code Measurements Items Sources

Performance Expectancy PE1 I think JoMoPay system could be useful in my daily life. Venkatesh et al. [28],
PE2 Using JoMoPay system could increase my chances of achieving things that are important to me. (dropped)
PE3 Using JoMoPay system could help me accomplish things more quickly.
PE4 Using JoMoPay system could increase my productivity.
Effort Expectancy EE1 Learning how to use JoMoPay system would be easy for me. (dropped) Venkatesh et al. [28],
EE2 My interaction with JoMoPay system would be clear and understandable.
EE3 I would find JoMoPay system easy to use.
EE4 It would be easy for me to become skillful at using JoMoPay system.
Subjective Norm SN1 People who are important to me think that I should use JoMoPay system. Ajzen [45]; Venkatesh et al.,
SN2 People who influence my behaviour think that I should use JoMoPay system. [28]; [124]
SN3 People whose opinions valuable the most will prefer that I use JoMoPay system.
SN4 People in the ministry who use JoMoPay system have a high profile.
Peer Influence PI1 My friends would think that I should use the JoMoPay system. [47]; [48,49].
PI2 My relatives would think that I should use JoMoPay system.
PI3 My peers would think that I should use JoMoPay system.
PI4 My co-workers would believe that I should use JoMoPay system.
Facilitating Conditions FC1 I have the resources necessary to use JoMoPay system. [28]
FC2 I have the knowledge necessary to use JoMoPay system.
FC3 JoMoPay system is compatible with other systems and technologies that I use.
FC4 I can get help from others when I have difficulties using JoMoPay system.
Price Value PV1 JoMoPay system is reasonably priced. [28]
PV2 JoMoPay system are reasonably priced comparing with other systems (e.g. mobile banking system).
PV3 JoMoPay system services is a good value for the fees.
PV4 At the current price, I think JoMoPay system will provide a reasonable and good value.
Awareness AW1 I received enough information about JoMoPay system services. [125]
AW2 I received enough information about the benefits of JoMoPay system services.
AW3 I have received information about JoMoPay system services from the authorized departments of Jordan
(e.g. central bank of Jordan).
AW4
(continued on next page)

12
M. Al-Okaily et al. Technology in Society 63 (2020) 101367

Appendix 1 (continued )
Constructs Code Measurements Items Sources

I have never received information about JoMoPay system services from the central bank of Jordan.
(dropped)
Security SE1 I would not be worried about the security of financial transaction on JoMoPay system. [126]
SE2 I think JoMoPay system has the mechanisms to ensure the safe transmission of its users’ information.
(dropped)
SE3 I would know for sure of the identity of JoMoPay system when I establish contact via the system.
SE4 I am sure that the information sent via JoMoPay system will not be intercepted by unauthorized third
parties or modified. (dropped)
SE5 I think JoMoPay system has sufficient technical capability to ensure that the transmitted data will not be
intercepted by third parties or hackers.
Privacy PR1 I would feel safe when I send personal information via JoMoPay system. [126]
PR2 I think JoMoPay system has high commit to ensure the privacy of its users.
PR3 I think JoMoPay system complies with the personal data protection laws.
PR4 I think JoMoPay system only collects user’s personal data that will only be necessary for its activity.
PR5 I think JoMoPay system respect the user’s rights when obtaining personal information.
PR6 I think that JoMoPay system would not provide my personal information to other companies without my
consent.
Culture (Uncertainty UA1 I prefer to use JoMoPay system because it will be flexible to make changes in my payments. [73];
Avoidance) UA2 Rules and regulations are important because they inform me of what is expected of me. [74]; [78].
UA3 Order and structure are very important in a work environment.
UA4 Instructions for operations are important.
UA5 Standardized work procedures are helpful.
UA6 Providing opportunities to be innovative is more important than requiring standardized work procedures.
UA7 It is better to have a bad situation that you know about than to have an uncertain situation. (dropped)
UA8 People should avoid making changes because things could get worse. (dropped)
Intention to Use JoMoPay BI1 I intend to use JoMoPay system in the future. [27,28]
System. BI2 I would likely use JoMoPay system in my daily life whenever it is possible.
BI3 I am planning to use JoMoPay system frequently.
BI4 I predict that I would be using the JoMoPay system in the near future.

Note 1: All responses of both Users & Non-Users JoMoPay system were 292 responses.
Note 2: (1 USD = 0.71 JD).

References [16] A. Al Hanandeh, M. Bahou, Interview with the Jordanian Official Television -
Good Morning Program, - Encourage citizens to make electronic payment [Video
file]. Retrieved from, 2016, Feb 5, https://www.youtube.com/watch?v=aX9e
[1] M.Z. Alam, M.R. Hoque, W. Hu, Z. Barua, Factors influencing the adoption of
0ac9NOc&t=939s.
mHealth services in a developing country: a patient-centric study, Int. J. Inf.
[17] N. Saleh, M. Bahou, Nov 9). Interview With the Jordanian Official Television -
Manag. 50 (2020) 128–143.
Program Money and Business - Electronic Payment Systems in Jordan [Video File],
[2] D. Al-Fraihat, M. Joy, R. Masa’deh, J. Sinclair, Evaluating E-learning systems
Retrieved from, 2015, https://www.youtube.com/watch?v=phfpAHqmoI8.
success: an empirical study, Comput. Hum. Behav. 102 (2020) 67–86.
[18] L. Sehwail, M. Bahou, Interview with the Jordanian Official Television - Program
[3] R.F. Malaquias, Y. Hwang, Mobile banking use: a comparative study with
Money and Business - Financial Inclusion [Video File], Retrieved from April 24,
Brazilian and US participants, Int. J. Inf. Manag. 44 (2019) 132–140.
2017, https://www.youtube.com/watch?v=5ouJVc7nBqU.
[4] F.O. Bankole, O.O. Bankole, The effects of cultural dimension on ICT innovation:
[19] Central bank of Jordan, Jordan Financial Stability Report-2014, Retrieved from,
empirical analysis of mobile phone services, Telematics Inf. 34 (2) (2017)
2014, http://www.cbj.gov.jo/EchoBusV3.0/SystemAssets/PDFs/EN/FINANCIAL
490–505.
%20STABILITY%20REPORT%202014.pdf.
[5] A.A. Alalwan, Mobile food ordering apps: an empirical study of the factors
[20] Central bank of Jordan, Report for Mobile Payment System, Retrieved from,
affecting customer e-satisfaction and continued intention to reuse, Int. J. Inf.
2017, http://www.cbj.gov.jo/EchoBusv3.0/SystemAssets/PDFs/AR/Jomopay%
Manag. 50 (2020) 28–44.
20report%207.pdf.
[6] M. Vallespín, S. Molinillo, C.M. Ramos, Who relies on mobile payment systems
[21] D. Pal, V. Vanijja, B. Papasratorn, An empirical analysis towards the adoption of
when they are on vacation? A segmentation analysis, Turizam: međunarodni
NFC mobile payment system by the end user, Procedia Computer Sci. 69 (2015)
znanstveno-stručni časopis 66 (1) (2018) 6–18.
13–25.
[7] Statista, Forecast Number of Mobile Users Worldwide from 2019 to 2023 (In
[22] Central bank of Jordan, Mobile Payment Instructions of 2013, Amended Pursuant
Billions), Available from:, 2019 https://www.statista.com/statistics/218984/nu
to the Instructions of 2017, Retrieved from, 2017, http://www.cbj.gov.jo/EchoBu
mber-of-global-mobile-users-since-2010/. (Accessed 23 November 2019).
sV3.0/SystemAssets/24ab593c-e6da-4247-9a6c-7644b996d2f2.pdf.
[8] International Telecommunication Union, Measuring Digital Development Facts
[23] N. Sobti, Impact of demonetization on diffusion of mobile payment service in
and Figures 2019, Available from:, 2019 https://www.itu.int/en/ITU-D/Statisti
India: antecedents of behavioral intention and adoption using extended UTAUT
cs/Documents/facts/FactsFigures2019.pdf. (Accessed 22 November 2019).
model, J. Adv. Manag. Res. 16 (4) (2019) 472–497.
[9] Ministry of Digital Economy and Entrepreneurship, Government of Jordan
[24] A.M. Qatawneh, F.M. Aldhmour, S.M. Alfugara, The adoption of electronic
announce plans for internet for all, Retrieved from, http://moict.gov.jo/co
payment system (EPS) in Jordan: case study of orange telecommunication
ntent/government-of-jordan-announce-plans-for-internet-for-all-278, 2017.
company, J. Bus. Manag. 6 (22) (2015) 139–148.
[10] Ministry of Digital Economy and Entrepreneurship, The Minister office: The
[25] M. Al-Okaily, M.S. Abd Rahman, A. Ali, Factors affecting the acceptance of mobile
Minister Speech Retrieved from, http://moict.gov.jo/content/minister-speech,
payment systems in Jordan: the moderating role of trust, J. Inf. Syst. Technol.
2017.
Manag. 4 (15) (2019) 16–26.
[11] M. Ghazal, ‘Jordan Internet for All’ project launched. Published by Jordan Times.
[26] H. Qasim, E. Abu-Shanab, Drivers of mobile payment acceptance: the impact of
Retrieved from, http://www.jordantimes.com/news/wef-2017/jordan-internet-a
network externalities, Inf. Syst. Front 18 (5) (2016) 1021–1034.
ll%E2%80%99-project-launched, 2017. May 21.
[27] V. Venkatesh, M.G. Morris, G.B. Davis, F.D. Davis, User acceptance of information
[12] M. Ghazal, Mobile Payment Transactions Reach 13, since start of year. published
technology: toward a unified view, MIS Q. 27 (3) (2003) 425–478.
by Jordan Times. Retrieved from, 2017, p. 498, http://www.jordantimes.com
[28] V. Venkatesh, J.Y. Thong, X. Xu, Consumer acceptance and use of information
/news/local/mobile-payment-transactions-reach-13498-start-year. Jun 13.
technology: extending the unified theory of acceptance and use of technology,
[13] Central bank of Jordan, Jordan Financial Stability Report-2017, Retrieved from,
MIS Q. 36 (1) (2012) 157–178.
2017, http://www.cbj.gov.jo/Pages/viewpage.aspx?pageID=45.
[29] P.J.B. Tan, Applying the UTAUT to understand factors affecting the use of English
[14] Central bank of Jordan, Jordan Financial Stability Report-2016, Retrieved from,
e-learning websites in Taiwan, Sage Open 3 (4) (2013) 1–12.
2016, http://www.cbj.gov.jo/EchoBusV3.0/SystemAssets/PDFs/EN/FINANCIAL
[30] E.A. Payne, M.B. Curtis, Can the unified theory of acceptance and use of
%20STABILITY%20REPORT%202016.pdf.
technology help us?, Retrieved from, http://aaahq.org/meetings/AUD2009/Ca
[15] Central bank of Jordan, Jordan Financial Stability Report-2015, Retrieved from,
nTheUnifiedTheory.pdf, 2008.
2015, http://www.cbj.gov.jo/EchoBusV3.0/SystemAssets/PDFs/EN/FINANCIAL
[31] R. Grant, J. Danziger, Exploring the corporate benefits and employee adoption of
%20STABILITY%20REPORT%202015.pdf.
corporate e learning, Center for Research on Information Technology and
Organizations. I.T. in Business, 2005.

13
M. Al-Okaily et al.
[32] A.A. Alalwan, Y.K. Dwivedi, N.P. Rana, Factors influencing adoption of mobile
banking by Jordanian bank customers: extending UTAUT2 with trust, Int. J. Inf.
Manag. 37 (3) (2017) 99–110.
[33] A.A. Alalwan, Y.K. Dwivedi, M.D. Williams, Customers’ intention and adoption of
telebanking in Jordan, Inf. Syst. Manag. 33 (2) (2016) 154–178.
[34] M.K. Gharaibeh, M.R.M. Arshad, Determinants of intention to use mobile banking
in the north of Jordan: extending UTAUT2 with mass media and trust, J. Eng.
Appl. Sci. 13 (8) (2018) 2023–2033.
[35] P. Rita, T. Oliveira, A. Estorninho, S. Moro, Mobile services adoption in a
hospitality consumer context, Int. J. Cult. Tourism Hospit. Res. 12 (1) (2018)
143–158.
[36] A. Gupta, N. Dogra, B. George, What determines tourist adoption of smartphone
apps? An analysis based on the UTAUT-2 framework, J. Hospital. Tour. Technol.
9 (1) (2018) 50–64.
[37] P. Acheampong, L. Zhiwen, K.K. Hiran, O.E. Serwaa, F. Boateng, I.A. Bediako,
Examining the intervening role of age and gender on mobile payment acceptance
in Ghana: UTAUT model, Canad. J. Appl. Sci. Technol. 6 (1) (2018) 141–151.
[38] A. Alsyouf, A.K. Ishak, Understanding EHRs continuance intention to use from the
perspectives of UTAUT: practice environment moderating effect and top
management support as predictor variables, Int. J. Electron. Healthc. 10 (1–2)
(2018) 24–59.
[39] P. Mugambe, UTAUT model in explaining the adoption of mobile money usage by
MSMEs’ customers in Uganda, Adv. Econ. Business 5 (3) (2017) 129–136.
[40] C.H. Wong, G.W.H. Tan, T.S. Hew, K.B. Ooi, Can mobile TV be a new revolution
in the television industry? Comput. Hum. Behav. 55 (2016) 764–776.
[41] T. Oliveira, M. Thomas, G. Baptista, F. Campos, Mobile payment: understanding
the determinants of customer adoption and intention to recommend the
technology, Comput. Hum. Behav. 61 (2016) 404–414.
[42] C. Morosan, A. DeFranco, It’s about time: revisiting UTAUT2 to examine
consumers’ intentions to use NFC mobile payments in hotels, Int. J. Hospit.
Manag. 53 (2016) 17–29.
[43] R. De-Sena Abrahão, S.N. Moriguchi, D.F. Andrade, Intention of adoption of
mobile payment: an analysis in the light of the unified theory of acceptance and
use of technology (UTAUT), RAI Revista de Admin. e Inov. 13 (3) (2016)
221–230.
[44] G. Baptista, T. Oliveira, Understanding mobile banking: the unified theory of
acceptance and use of technology combined with cultural moderators, Comput.
Hum. Behav. 50 (2015) 418–430.
[45] I. Ajzen, The theory of planned behavior, Organ. Behav. Hum. Decis. Process. 50
(2) (1991) 179–211.
[46] K.M. Faqih, An empirical analysis of factors predicting the behavioral intention to
adopt Internet shopping technology among non-shoppers in a developing country
context: does gender matter? J. Retailing Consum. Serv. 30 (2016) 140–164.
[47] S. Taylor, P. Todd, Understanding information technology usage: a test of
competing models, Inf. Syst. Res. 6 (2) (1995) 144–176.
[48] J.P.A. Hsieh, A. Rai, M. Keil, Understanding digital inequality: comparing
continued use behavioral models of the socio-economically advantaged and
disadvantaged, MIS Q. 32 (1) (2008) 97–126.
[49] S.A. Brown, A.R. Dennis, V. Venkatesh, Predicting collaboration technology use:
integrating technology adoption and collaboration research, J. Manag. Inf. Syst.
27 (2) (2010) 9–54.
[50] S. Afshan, A. Sharif, Acceptance of mobile banking framework in Pakistan,
Telematics Inf. 33 (2) (2016) 370–387.
[51] S. Singh, R.K. Srivastava, Predicting the intention to use mobile banking in India,
Int. J. Bank Market. 36 (2) (2018) 357–378.
[52] I. Lee, B. Choi, J. Kim, S.J. Hon, Culture-technology fit: effects of cultural
characteristics on the post-adoption beliefs of mobile Internet users, Int. J.
Electron. Commer. 11 (4) (2007) 11–51.
[53] E. Rogers, Diffusion of Innovations, Free Press, New York, 1995.
[54] Central bank of Jordan, Spreading Financial and Banking Literacy, Retrieved
from, 2017, http://www.cbj.gov.jo/Pages/viewpage.aspx?pageID=202.
[55] H. Mohammadi, A study of mobile banking loyalty in Iran, Comput. Hum. Behav.
44 (2015) 35–47.
[56] C. Chen, Perceived risk, usage frequency of mobile banking services, Manag. Serv.
Qual.: An Int. J. 23 (5) (2013) 410–436.
[57] P. Hanafizadeh, H.R. Khedmatgozar, The mediating role of the dimensions of the
perceived risk in the effect of customers’ awareness on the adoption of Internet
banking in Iran, Electron. Commer. Res. 12 (2) (2012) 151–175.
[58] D.L. Huang, P.L.P. Rau, G. Salvendy, F. Gao, J. Zhou, Factors affecting perception
of information security and their impacts on IT adoption and security practices,
Int. J. Hum. Comput. Stud. 69 (12) (2011) 870–883.
[59] T. Laukkanen, V. Kiviniemi, The role of information in mobile banking resistance,
Int. J. Bank Market. 28 (5) (2010) 372–388.
[60] S.A. Al-Somali, R. Gholami, B. Clegg, An investigation into the acceptance of
online banking in Saudi Arabia, Technovation 29 (2) (2009) 130–141.
[61] S.A. Macht, Reaping value-added benefits from crowdfunders: what can we learn
from relationship marketing? Strat. Change 23 (7–8) (2014) 439–460.
[62] A. Mukherjee, P. Nath, Role of electronic trust in online retailing: a Re-
examination of the commitment-trust theory, Eur. J. Market. 41 (9/10) (2007)
1173–1202.
[63] F. Liébana-Cabanillas, V. Marinkovic, I.R. de Luna, Z. Kalinic, Predicting the
determinants of mobile payment acceptance: a hybrid SEM-neural network
approach, Technol. Forecast. Soc. Change 129 (2018) 117–130.
[64] M.M. Al-Okaily, M.S.A. Rahman, The impact of implementing Web trust
principles on the efficiency of accounting information system in commercial
banks at Jordan, J. Bus. Manag. 19 (7) (2017) 71–80.
14
Technology in Society 63 (2020) 101367
[65] M.M. Al-Okaily, M.S.A. Rahman, The impact of implementing web-trust
principles on the quality of accounting information issued by Jordanian banks,
J. Bus. Manag. 19 (7) (2017) 61–70.
[66] H. Hankun, L. Yafang, H. Xuemei, F. Jing, A comparative study of China and US
users’ acceptance of online payment, 2016, 13th International Conference on Service
Systems and Service Management (ICSSSM), 2016, pp. 1–6 (IEEE).
[67] I. Ramos-de-Luna, F. Montoro-Ríos, F. Liébana-Cabanillas, Determinants of the
intention to use NFC technology as a payment system: an acceptance model
approach, Inf. Syst. E Bus. Manag. 14 (2) (2016) 293–314.
[68] L. Di Pietro, R.G. Mugion, G. Mattia, M.F. Renzi, M. Toni, The integrated model
on mobile payment acceptance (IMMPA): an empirical application to public
transport, Transport. Res. C Emerg. Technol. 56 (2015) 463–479.
[69] T. Escobar-Rodríguez, E. Carvajal-Trujillo, Online purchasing tickets for low cost
carriers: an application of the unified theory of acceptance and use of technology
(UTAUT) model, Tourism Manag. 43 (2014) 70–88.
[70] S.I.S. Al-Hawary, W.F. Al-Smeran, Impact of electronic service quality on
customers satisfaction of islamic banks in Jordan, Int. J. Acad. Res. Account.
Finance. Manag. Sci. 7 (1) (2017) 170–188.
[71] J. Jun, I. Cho, H. Park, Factors influencing continued use of mobile easy payment
service: an empirical investigation, Total Qual. Manag. Bus. Excel. 29 (9–10)
(2018) 1043–1057.
[72] P.K. Chopdar, N. Korfiatis, V.J. Sivakumar, M.D. Lytras, Mobile shopping apps
adoption and perceived risks: a cross-country perspective utilizing the unified
theory of acceptance and use of technology, 2018, Comput. Hum. Behav. 86
(2018) 109–128.
[73] G.H. Hofstede, H. Geert, Culture’s Consequences: International Differences in
Work Related Values, Sage, Beverly Hills, 1980.
[74] G. Hofstede, Organizations and Cultures: Software of the Mind, McGraw-Hill,
New York, 1991.
[75] C. Tam, T. Oliveira, Does culture influence m-banking use and individual
performance? Inf. Manag. 56 (3) (2019) 356–363.
[76] K. Alshare, A. Mousa, The moderating effect of espoused cultural dimensions on
consumer’s intention to use mobile payment devices, 2014 (Proceedings of
Thirty-Fifth International Conference on Information Systems. Auckland, New
Zealand).
[77] A. Zhang, X. Yue, Y. Kong, Exploring culture factors affecting the adoption of
mobile payment, 10th International conference on mobile business, 2011,
pp. 263–267.
[78] M. Srite, E. Karahanna, The role of espoused national cultural values in
technology acceptance, MIS Q. 30 (3) (2006) 679–704.
[79] M. Al-Jabari, Factors Influencing Online Shopping Behavior Among Jordanian
Academicians. (Doctor Dissertation). Universiti Utara Malaysia, Othman Yeop
Abdullah Graduate School of Business, Sintok, Malaysia, 2013.
[80] S. Seo, K. Kim, J. Jang, Uncertainty avoidance as a moderator for influences on
foreign resident dining out behaviors, Int. J. Contemp. Hospit. Manag. 30 (2)
(2018) 900–918.
[81] S. De Meulenaer, P. De Pelsmacker, N. Dens, Power distance, uncertainty
avoidance, and the effects of source credibility on health risk message
compliance, Health Commun. 33 (3) (2018) 291–298.
[82] A. Al-Okaily, M. Al-Okaily, F. Shiyyab, W. Masadah, Accounting information
system effectiveness from an organizational perspective, Manag. Sci. Lett. 10 (16)
(2020) 3991–4000.
[83] H. Alqudah, N. Amran, H. Hassan, Factors affecting the internal auditors’
effectiveness in the Jordanian public sector: the moderating effect of task
complexity, EuroMed J. Bus. 14 (3) (2019) 251–273.
[84] A.F. Alshira’h, The effect of peer influence on sales tax compliance among
Jordanian SMEs, Int. J. Acad. Res. Bus. Soc. Sci. 9 (3) (2019) 710–721.
[85] A. Alsaad, R. Mohamad, N.A. Ismail, The moderating role of trust in business to
business electronic commerce (B2B EC) adoption, Comput. Hum. Behav. 68
(2017) 157–169.
[86] A.A. Lutfi, K.M. Idris, R. Mohamad, The influence of technological, organizational
and environmental factors on accounting information system usage among
Jordanian small and medium-sized enterprises, Int. J. Econ. Financ. Issues 6 (7S)
(2016) 240–248.
[87] W.R. Summerhill, C.L. Taylor. Selecting a data collection technique, University of
Florida Cooperative Extension Service, Institute of Food and Agricultural
Sciences, EDIS, 1992.
[88] R.W. Brislin, The Wording and Translation of Research Instruments, Sage
Publications, Inc, London, 1986.
[89] J.F. Hair, J.G.T.M. Hult, C.M. Ringle, M. Sarstedt, A Primer on Partial Least
Squares Structural Equation Modeling (PLS-SEM), SAGE Publications, Inc, USA,
2014.
[90] T. Alrawashdeh. The Extended UTAUT Acceptance Model of Computer-Based
Distance Training System Among Public Sector’s Employees in Jordan (Doctor
dissertation), Universiti Utara Malaysia, Othman Yeop Abdullah Graduate School
of Business, Sintok, Malaysia, 2011.
[91] J.F. Hair, W.C. Black, B.J. Babin, R.E. Anderson, R.L. Tatham, Multivariate Data
Analysis, Pearson Prentice Hall, Upper Saddle River, NJ, 2010.
[92] J.F. Hair, R.E. Anderson, R.L. Tatham, W.C. Black, Multivariate Data Analysis
with Readings, fourth ed., Prentice Hall, Englewood Cliffs, NJ, 1995.
[93] J. Hair, R. Anderson, R. Tatham, W. Black, Multivariate Data Analysis, Prentice
Hall, Inc, Upper Saddle River, New Jersey, 1998.
[94] F. Valerie, Re-discovering the PLS approach in management science, M@n@
gement 15 (1) (2012) 101–123.
[95] W.W. Chin, The partial least squares approach to structural equation modeling,
Mod. Methods for Business Res. 295 (2) (1998) 295–336.
M. Al-Okaily et al.
[96] W.J. Reinartz, M. Heinlein, J. Henseler, An emprical comparison of the efficacy of
covariance based and variance-based sem, Int. J. Res. Market. 26 (4) (2009)
332–344.
[97] C.M. Ringle, M. Sarstedt, D.W. Straub, A critical look at the use of PLS-SEM, MIS
Q. 36 (1) (2012) iii–xiv.
[98] D. Gefen, E.E. Rigdon, D. Straub, ’s comments: an update and extension to SEM
guidelines for administrative and social science research, MIS Q. 35 (2) (2011)
iii–xiv.
[99] J.F. Hair, C.M. Ringle, M. Sarstedt, PLS-SEM: indeed, a silver bullet, J. Market.
Theor. Pract. 19 (2) (2011) 139–152.
[100] J. Henseler, С.M. Ringle, R.R. Sinkovics, The use of partial least squares path
modeling in international marketing, Adv. Int. Market. 20 (2009) 277–320.
[101] M. Wetzels, G. Odekerken-Schröder, C. Van Oppen, Using PLS path modeling for
assessing hierarchical construct models: Guidelines and empirical illustration,
MIS Q. (2009) 177–195.
[102] J.-M. Becker, K. Klein, M. Wetzels, Hierarchical Latent Variable Models in PLS-
SEM: Guidelines for Using Reflective-Formative Type Models. Long, Range Plan.
45 (5–6) (2012) 359–394.
[103] D. Iacobucci, N. Saldanha, X. Deng, A meditation on mediation: Evidence that
structural equations models perform better than regressions, J. Consum. Psychol.
17 (2) (2007) 139–153.
[104] A. Ali, M.S.A. Rahman, A. Bakar, Financial satisfaction and the influence of
financial literacy in Malaysia, Soc. Indicat. Res. 120 (1) (2015) 137–156.
[105] J.F. Hair, C.M. Ringle, M. Sarstedt, Editorial-partial least squares structural
equation modeling: rigorous applications, better results and higher acceptance,
Long. Range Plan. 46 (1–2) (2013) 1–12.
[106] J. Henseler, C.M. Ringle, M. Sarstedt, A new criterion for assessing discriminant
validity in variance-based structural equation modeling, J. Acad. Market. Sci. 43
(1) (2015) 115–135.
[107] U. Sekaran, R. Bougie, Research Methods for Business, fifth ed., John Wiley &
Sons, Inc., New York, NY, USA, 2010.
[108] R.T. Wright, D.E. Campbell, J.B. Thatcher, N. Roberts, Operationalizing
Multidimensional Constructs in Structural Equation Modeling: Recommendations
for IS Research, Commun. Assoc. Inf. Syst. 30 (2012) (June 2012) 367–412.
[109] T. Hu, W.J. Kettinger, R.S. Poston, The effect of online social value on satisfaction
and continued use of social media, Eur. J. Inf. Syst. 20 (1) (2014) 1–20.
[110] V. Fornell, C. Larcker, Evaluating structural equation models with observable
variables and measurement error, J. Market. 18 (1) (1981) 39–50.
[111] S. Rahi, M. Ghani, F. Alnaser, A. Ngah, Investigating the role of unified theory of
acceptance and use of technology (UTAUT) in internet banking adoption context,
Manag. Sci. Lett. 8 (3) (2018) 173–186.
[112] M.R. Ab Hamid, W. Sami, M.M. Sidek, Discriminant validity assessment: use of
Fornell & larcker criterion versus HTMT criterion, J. Phys. Conf. 890 (1) (2017),
012163.
[113] N.S. Davcik, The use and misuse of structural equation modeling (SEM) in
management research: a review and critique, J. Adv. Manag. Res. 11 (1) (2014)
1–30.
[114] M. El-Masri, A. Tarhini, Factors affecting the adoption of e-learning systems in
Qatar and USA: extending the unified theory of acceptance and use of technology
2 (UTAUT2), Educ. Technol. Res. Dev. 65 (3) (2017) 743–763.
[115] W. Chaouali, I.B. Yahia, N. Souiden, The interplay of counter-conformity
motivation, social influence, and trust in customers’ intention to adopt Internet
banking services: the case of an emerging country, J. Retailing Consum. Serv. 28
(2016) 209–218.
[116] C. Makanyeza, S. Mutambayashata, Consumers’ acceptance and use of plastic
money in Harare, Zimbabwe: application of the unified theory of acceptance and
use of technology 2, Int. J. Bank Market. 36 (2) (2018) 379–392.
[117] A.A. Alalwan, A.M. Baabdullah, N.P. Rana, K. Tamilmani, Y.K. Dwivedi,
Examining adoption of mobile internet in Saudi Arabia: extending TAM with
perceived enjoyment, innovativeness and trust, Technol. Soc. 55 (2018) 100–110.
[118] S. Alzubi, Factors affecting the success of M-learning implementation in institutes
of Higher learning in Jordan (Doctor dissertation), Universiti Utara Malaysia,
Othman Yeop Abdullah Graduate School of Business, Sintok, Malaysia, 2016.
[119] K. Rouibah, P.B. Lowry, L. Almutairi, Dimensions of business-to-consumer (B2C)
systems success in Kuwait: testing a modified DeLone and McLean IS success
model in an E-commerce context, J. Global Inf. Manag. 23 (3) (2015) 41–71.
[120] I.D. Constantiou, A. Papazafeiropoulou, M.T. Vendelø, Does culture affect the
adoption of advanced mobile services? A comparative study of young adults’
15
Technology in Society 63 (2020) 101367
perceptions in Denmark and the UK, ACM SIGMIS - Data Base: Datab. Adv. Inf.
Syst. 40 (4) (2009) 132–147.
[121] Gadha, The gadha wallet, Available from: https://gatetopay.com/gadha, 2020.
(Accessed 9 May 2020).
[122] Central Bank of Jordan, Central Bank of Jordan procedures during the Corona
Virus pandemic period with respect to payment systems and promoting the use of
electronic payment services, Retrieved from, https://bit.ly/2Lgnz5P, 2020.
(Accessed 26 June 2020).
[123] United Nations High Commissioner for Refugees, The digital lives of refugees:
what’s next? Available from. https://bit.ly/2Z9uWT2, 2019. (Accessed 26 June
2020).
[124] M.I.R.M. Jaradat, K.M. Faqih, Investigating the moderating effects of gender and
self-efficacy in the context of mobile payment adoption: a developing country
perspective, Int. J. Bus. Manag. 9 (11) (2014) 147–169.
[125] S. Al-Somalli, R. Gholami, B. Clegg, An investigation into the acceptance of online
banking in Saudi Arabia, J. Technov. 29 (2009) 130–141.
[126] L.V. Casaló, C. Flavián, M. Guinalíu, The role of security, privacy, usability and
reputation in the development of online banking, Online Inf. Rev. 31 (5) (2007)
583–603.
Dr. Manaf Al-Okaily is an Assistant Professor in the Accounting Information Systems at the
School of Business, Jadara University. Dr. Al-Okaily earned his Doctor of Philosophy de­
gree in Accounting Information Systems from University Malaysia Terengganu, Kuala
Terengganu, Malaysia. His Master and Bachelor degree in Accounting from Jadara Uni­
versity, Irbid, Jordan. His current research interest is in the area of Accounting and
Business Intelligence, Accounting Information Systems Related Issues, Information Sys­
tems Acceptance and Adoption Theories, Technology Acceptance and Adoption, e-
learning, e-audit, e-purchase, e-payment, m-government, m-banking and m-payment
systems. In addition, his research interest is also concerned with the Quantitative Research
Methods as well as Partial Least Squares-Structural Equation Modelling (PLS-SEM).
Dr. Abdalwali Lutfi is an Assistant Professor in the college of business administration at
King Faisal University. Dr Lutfi holds an undergraduate degree in Accounting from Irbid
University, a master degree in Accounting from Jadara University, and a PhD in Ac­
counting\ Accounting Information System from University Utara Malaysia. His teaching
and research interests are in the area of Accounting and Accounting Information System.
His current research involves end-user computing, usage of Accounting Information Sys­
tem and information technology. He has published many refereed articles in journals such
as Data in Brief, International Journal of Finance & Economic and Journal of Advanced
Research in Business and Management Studies.
Dr. Abdallah Alsaad is an Assistant Professor in the business school at Hafr ALbatin Uni­
versity and Jadara University. Dr. Alsaad holds an undergraduate degree in MIS from Al-
balqa University, a master degree in MIS from Yarmouk University, and a Ph.D. in E-
business from University Utara Malaysia. His teaching and research interests are in the
area of business administration and management information systems. His current
research involves end user computing, cyberloafing, adoption of information technology.
His research appeared in many refereed journals such as computes in human behavior and
telematics and informatics.
Dr. Abdallah Taamneh is an Assistant Professor in the business school at Jadara University.
Dr. Taamneh holds an undergraduate degree in MIS and master degree in business
administration from Yarmouk University, and a Ph.D. in Business administration from
Girne american university. His teaching and research interests are in the area of business
administration and Human resource management information systems. His current
research involves end user computing, cyberloafing, adoption of information technology.
Dr. Adi Alsyouf is an Assistant Professor in the College of Business Rabigh at King Abdu­
laziz University. Dr. Alsyouf received a Bachelor’s degree in Nursing from Al-Zaytonah
University Jordan, MBA in Health Services, Management from Royal College of Sur­
geons in Ireland and Yarmouk University in Jordan PhD in Management Health Infor­
mation System from Utara University Malaysia. His research interests are health
information system management, health quality management, health policy, personality
and readiness for change.