Stakeholder’s expectations : The case of mobile public transport ticketing in Sweden

• 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.

Ämnesord

TEKNIK OCH TEKNOLOGIER  -- Elektroteknik och elektronik -- Telekommunikation (hsv//swe)

ENGINEERING AND TECHNOLOGY  -- Electrical Engineering, Electronic Engineering, Information Engineering -- Telecommunications (hsv//eng)

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Nyckelord

Mobile Payment Services

Public Transport

Public Transport Ticketing

m-Ticketing

SMS ticketing

Consumer Expectations of a Service

Stakeholders’ Expectations

Företagsekonomi

Business Studies

Publikations- och innehållstyp

ref (ämneskategori)

kon (ämneskategori)