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Stakeholder’s expectations: The case of mobile public transport ticketing in Sweden
KTH, School of Information and Communication Technology (ICT), Communication Systems, CoS, Radio Systems Laboratory (RS Lab). KTH, School of Information and Communication Technology (ICT), Centres, Center for Wireless Systems, Wireless@kth.ORCID iD: 0000-0001-8350-9440
KTH, School of Information and Communication Technology (ICT), Centres, Center for Wireless Systems, Wireless@kth. KTH, School of Information and Communication Technology (ICT), Communication Systems, CoS, Radio Systems Laboratory (RS Lab).
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.), Entrepreneurship and innovation.ORCID iD: 0000-0003-1226-2799
2014 (English)In: 13th International Conference on Mobile Business, 2014 (ICMB 2014), London, June 4-5, 2014, 2014Conference paper, Oral presentation only (Refereed)
Abstract [en]

One of the main areas of mobile payment application in Sweden is mobile public transport ticketing. The main stakeholders involved in this service are mobile network operators, mobile payment service providers, SMS ticket’s “technology solution” providers, public transport companies, and consumers.

Traditionally, mobile operators have had a strong position in this niche since the mobile phone bill or pre-paid subscriptions were used for end-user billing. Due to financial regulation, this situation was changed in February 2013 when new SMS payment solutions were introduced for all public transport companies in Sweden. A number of new actors entered the scene, and the position of existing actors changed dramatically. At the same time, the Swedish mobile operators formed a joint venture, 4T Sweden, offering a new mobile payment solution – WyWallet.

The main focus of this paper is on the change of expectations of different stakeholders taking part in provisioning of SMS payment services. Analysis has been performed by comparison of the initial expectations before the introduction of the new SMS payment system and the real outcome in approximately half a year time. Analysis revealed the fact that expectations of a number of stakeholders about mobile payment services did not come true. Moreover, due to barriers set by the mobile payment solution, mobile payment transactions in public transportation is dramatically lower than what SMS payments were before the market changed.

Place, publisher, year, edition, pages
2014.
Keyword [en]
Mobile Payment Services, Public Transport, Public Transport Ticketing, m-Ticketing, SMS ticketing, Consumer Expectations of a Service, Stakeholders’ Expectations
National Category
Telecommunications Business Administration
Research subject
Business Studies
Identifiers
URN: urn:nbn:se:kth:diva-159106OAI: oai:DiVA.org:kth-159106DiVA, id: diva2:782595
Conference
13th International Conference on Mobile Business,(ICMB 2014) London, June 4-5, 2014
Funder
Wireless@kth, 6469
Note

QC 20150123

Available from: 2015-01-21 Created: 2015-01-21 Last updated: 2018-04-19Bibliographically approved
In thesis
1. Opportunities and challenges of mobile payment services: The perspective of service providers
Open this publication in new window or tab >>Opportunities and challenges of mobile payment services: The perspective of service providers
2018 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

 Mobile payments are transforming the payments industry. These services open up the opportunity for non-banking actors to enter the market. In order to embrace this challenge, banks, traditional payments market players, are forced to launch mobile payments. However, in Europe and most developed economies, a big number of launched services get terminated soon after their introduction in the market. Hence, the ability of different actors to act locally calls for additional research.

The main objective of this thesis is to broaden knowledge and understanding about the ways mobile payment service providers address the opportunities and challenges of mobile payment services. In order to investigate this problem, this research (i) explores factors stimulating and hindering the introduction of mobile payments using perspectives of different types of service providers (i.e., banks, independent providers, direct operator billing providers, retailers, and public transport companies) and (ii) seeks to explain the importance of these factors for each type of provider.

The primary data collected using interview method. More than 40 industry representatives in six countries were contacted. The Service, Technology, Organisation, and Finance (STOF) model was used as a theoretical research framework. This is a business modelling framework that specifies a set of critical design issues that have to  be considered within each model’s domain.

Research findings highlight that the organisation domain is the key domain, which  affects all other domains and has an impact on the general viability of the business model. A comparison of the approaches used by different service providers to address each of the critical design issues helped to identify the factors that are most important within each domain. These factors stimulate or hinder development of a viable business model within each category of service providers.

This research contributes to a better understanding of challenges and success factors associated with the design of business models for new mobile services and uses the lens of the STOF model. The contributions to the academic research on mobile payments are: (i) collection and analysis of a rich empirical data set on mobile payment services implemented in six Northern European countries, (ii) discussion of a bigger picture by connecting research findings to the context of the existing payment system, (iii) extension  of knowledge on business models for mobile ticketing, and (iv) extension of knowledge on the value of mobile ticketing services in the business-to-business (B2B) context.

Abstract [sv]

Uppkomsten av mobila betalningslösningar förändrar betalningsindustrin. Tjänsterna erbjuder möjligheter för nya aktörer att komma in på marknaden. Detta utmanar traditionella aktörer såsom banker vilka börjat att införa mobila betalningstjänster. I Europa och andra utvecklade länder visar det sig att ett stort antal av dessa nya tjänster dras bort från marknaden strax efter att de lanserats. Därför behövs fördjupad forskning kring olika aktörers förmåga att agera på lokala marknader.

Det övergripande syftet med denna avhandling är att bredda kunskap och förståelse om hur tjänsteleverantörer hanterar möjligheter och utmaningar med mobila betalningar. Forskningen har fokuserat på att: (i) identifiera faktorer som stimulerar eller försvårar  lansering av betalningslösningar för olika typer av tjänsteleverantörer (banker, oberoende betalningsleverantörer, telekomoperatörer, detaljhandel och kollektivtrafikföretag) och  (ii) förklara inverkan av olika faktorer för varje typ av leverantör.

Forskningen baseras på primärdata insamlad från intervjuer med drygt 40 aktörer i sex länder. Som teoretiskt ramverk används den s.k. STOF modellen (Service, Technology, Organisation, and Finance) som är ett verktyg framtaget för analys av affärsmodeller. Den anger olika kritiska faktorer och problem som bör beaktas inom affärsmodellens olika domäner.

Resultaten pekar på att “Organisation” är den viktigaste domänen i affärsmodellen, denna påverkar de övriga domänerna samt affärsmodellens allmänna bärkraft. En jämförelse av de strategier som olika tjänsteleverantörer använder för att hantera kritiska designproblem har använts för att peka ut de faktorer som är de viktigaste inom varje domän.

Denna forskningen bidrar till en bättre förståelse av utmaningar och framgångsfaktorer i samband med utformningen av affärsmodeller för nya mobila betalningstjänster. Bidragen till den akademiska forskningen om mobila betalningslösningar är: (i) insamling och analys av ett brett empiriskt material om mobila betalningslösningar i sex nordeuropeiska länder, (ii) en diskussion av helhetsbilden genom att koppla forskningsresultaten om nya betalningslösningar till det befintliga betalningssystemet,  (iii) utökad kunskap om affärsmodeller för mobila biljetttjänster, och (iv) breddad kunskap om värdet av mobila biljetttjänster inom business-to-business (B2B).

Place, publisher, year, edition, pages
Stockholm: Kungliga Tekniska högskolan, 2018. p. 131
Series
TRITA-EECS-AVL ; 2018:31
Keyword
Mobile payments, Mobile ticketing, Business model, STOF, Service provider, Payment services provider, Mobila betalningstjänster, Mobil biljettjänster, Affärsmodeller, STOF, Tjänsteleverantör, Leverantörer av betalningstjänster
National Category
Communication Systems Business Administration
Research subject
Business Studies; SRA - ICT
Identifiers
urn:nbn:se:kth:diva-226555 (URN)978-91-7729-745-1 (ISBN)
Public defence
2018-05-30, Ka-Sal C (Sal Sven-Olof Öhrvik), KTH, Kistagången 16, Kista, 13:00 (English)
Opponent
Supervisors
Note

QC 20180420

Available from: 2018-04-20 Created: 2018-04-19 Last updated: 2018-04-20Bibliographically approved

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Apanasevic, TatjanaArvidsson, Niklas

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