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Enhancing Universal Access to Financial Services: Affordances, Constraints, and Cross-Country Cultural Value Influences on Mobile Payment Apps Use
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Summary
Advocates of digital financial access promote mobile payment apps (MPAs) as a route to universal access to formal financial services, yet adoption lags in many underserved countries. The authors analyzed over 34,000 online reviews from MPA users, using neural networks and natural language processing to identify affordances and constraints, then tested their relationships with MPA use alongside cross-country cultural values. They found that in traditional value-oriented cultures, the positive effects of affordances weaken and the negative effects of constraints attenuate, while in survival-value-oriented cultures, certain affordances and the credit application complexity constraint have amplified effects.