The Role of Service Quality and Security in Driving Satisfaction with Cloud-Based Payment Systems in Australia: A Merchant Perspective

Online payments, also known as cloud-based payments, have become increasingly popular worldwide due to their convenience and flexibility. However, in Australia, these payment systems, known as Cloud-based Payment systems (CBPS), have not been widely adopted compared to other countries. This could be due to dissatisfaction with current payment methods or lack of awareness about the benefits of CBPS. To investigate this, a qualitative research approach using semi-structured interviews was conducted with 10 Australian merchants, focusing on their acceptance of CBPS. The study incorporated four new variables (service quality, security, trust, and price value) to the Technology Acceptance Model (TAM) constructs of perceived usefulness and perceived ease of use. The findings highlighted the importance of security measures to ensure safe transactions and the significance of service quality, with some merchants willing to pay more for better quality and security. Although Australian banks are generally trusted, concerns about internet connectivity and mobile device safety were identified. Electronic payments were viewed as useful and convenient, but concerns about payment delays and extra fees remained. The study emphasised the need for more secure, trustworthy, and affordable electronic payment systems to enhance the adoption of CBPS in Australia.