Tourist Satisfaction Enhancement Using Mobile QR Code Payment: An Empirical Investigation

Abstract

Innovative technologies have greatly changed people's lives, including their travel experiences. This study investigates the antecedents and outcomes of the quick response (QR) code payment technology used in tourism to provide empirical evidence that mobile technologies can be used to enhance tourist satisfaction. An empirical analysis using 247 field survey responses reveals that relative advantage, compatibility, and observability innovation attributes significantly affect tourists' attitudes positively toward QR code payment services, which results in their use of the technology while traveling. However, image-the subjective norm in innovation diffusion-has no effect on such use. Furthermore, the study confirms that the use of the QR code payment technology in tourism influences an individual's transaction satisfaction and travel satisfaction, suggesting that this technology can be used to advance the tourism industry. Theoretical and practical implications of the findings and future research directions are also discussed.

Drivers of Mobile Payment Acceptance in China: An Empirical Investigation

“…Oliveira [19] confirmed that compatibility is the most important variable in explaining the adoption of mobile payment, and believed that if customers see the benefits of using mobile payment to perform certain activities, they may consider mobile payment to have better compatibility with their needs. In addition, previous studies have mentioned that compatibility is a vital factor affecting the adoption of mobile payment services [13,15,25,46], and have proposed that when customers discover the advantages of mobile payment and believe that mobile payment is consistent with their lifestyle, they increase their adoption of mobile payment, which also proves that compatibility has a positive impact on the users' intention to adopt mobile payment [12,20].…”

Elements influence international tourists’ satisfaction

“…Macro risks indicated risks belonging to political environment, economy, tourists' protected laws and legislations, and natural disasters. At micro levels, risks would be health risk; crime such as robbery and terrorist attacks; financial risks such as fluctuation in exchange rate, availability of credit and debit service, QR code payment (Lou, Tian, and Koh, 2017); social risk; and psychological risk.…”

Technology Enabled Information Services Use in Tourism: An Ethnographic Study of Chinese Backpackers

“…Zhang et al (2017) argue that online platforms enable consumers to develop more realistic travel expectations due to the co-creation of their experiences. Lou et al (2017) investigated QR code payments and found that they influence tourists' transaction and travel satisfaction. Sylejmani, Dorn, and Musliu (2017) found that IT can better obtain personalized travel itineraries for group tourists.…”

“…The use of smartphones has altered the time and place constraints on human interaction in the travel domain (Janet E. Dickinson et al, 2014). Yet there remains little research on how tourists engage with IT such as smartphones during longer duration trips (Tan, 2017), or the use of destination online platforms (Molinillo, Liébana-Cabanillas, Anaya-Sánchez, & Buhalis, 2018;Zhang et al, 2017), or how TEIS can play a role in tourist decision making processes (Lou, Tian, & Koh, 2017). Neuhofer (2016) emphasises the significant role of IT in the value creation for tourists, and calls for further research in understanding the utility and value created through TEIS tourist experiences.…”