Investigating Customer Behavior of Using Contactless Payment in China: A Comparative Study of Facial Recognition Payment and Mobile QR-Code Payment

Abstract

Emerging technologies have made tremendous changes in people’s daily lives, and they have profoundly influenced their economic and consumption activities. Recently, the COVID-19 pandemic has also drastically increased individuals’ usage of contactless payment technologies, such as mobile and facial recognition payments, which has accelerated the transformation of digital transaction services in China. In this study, the findings show that perceived usefulness, perceived ease of use, and service security can affect the perceived value and user satisfaction of using contactless payment. Moreover, a higher perceived value and satisfaction level may encourage more post-adoption behaviors, such as continuous and habitual usage of contactless payment methods or encouraging others to use contactless payment methods via word-of-mouth; however, perceived value did not have a direct effect on continuous usage. In addition, there are certain differences in user behavior depending on whether facial recognition payment or mobile QR-code payment is used. For QR-code payment users, overall, their satisfaction and post-adoption behaviors are more strongly bonded with each other compared with the behaviors of facial recognition payment users. This study has generated more information and insight into the transformation of digital payment and can help managers align their strategies more efficiently in the post-pandemic era.

Predicting intention to use QR code mobile payment among Malaysian Muslim millennials

“…However, the results on the impact of perceived ease of use on intention have been inconsistent. Zhong and Moon (2022), Ibrahim et al 2019;Senali et al (2022), Sukwadi et al (2022), andTang et al (2022) found a significant positive relationship between perceived ease of use and consumers' intention to use QR code. This is also consistent with empirical research from numerous studies (Hewawasam et al, 2022;Susanti & Alamsyah, 2022).…”

Two decades of mobile payment research: A systematic review using the TCCM approach

“…In addition to the future research directions mentioned in accepted by them. Second, the FRPS in China is becoming a popular contactless payment system due to its convenience (Zhong & Moon, 2022).…”

“…Researchers may investigate the reason for the lower acceptance of BNPL by the older generation and what factors BNPL providers need to consider to make it accepted by them. Second, the FRPS in China is becoming a popular contactless payment system due to its convenience (Zhong & Moon, 2022). If the FRPS is adopted, it may pose competition to MPS, considering its advantages over MPS.…”

QR code m-payment from a customer experience perspective

“…Inadequate system quality increases difficulties in using the application and prevents users from enjoying or being happy with the product (Saadillah et al 2021 ). Studies designed related to QR code use indicate that system quality, including ease of use and usability, positively affects customer satisfaction following the experience (Zhong and Moon 2022 ). Problems in system quality for digital payment negatively affect customer experience (Zhou 2013 ).…”