Towards the Customers' Intention to Use QR Codes in Mobile Payments

Abstract

This research studies the motivation of customers to choose the QR code as a payment tool by developing an integrated model based on UTAUT 424 valid responses were collected from diversified socio-economic backgrounds to validate the proposed framework. Compared with the original UTAUT model, the new one integrates ‘perceived security’, ‘perceived benefits’ and excludes ‘social influence’ to provide more comprehensive and consistent guidance. PLS-SEM technique was performed as in the data analysis process using SmartPLS. Our study concluded that seven of nine hypotheses are supported by the use of PLS-SEM technique. Customers' intention (R2=0.87) to use QR code as the payment tool is jointly contributed by their attitude, perceived usefulness, and subjective norms toward using QR code as the payment method. The formation of customers' attitudes (R2=0.79) towards using QR code is affected by their perceived usefulness, perceived benefits, and subjective norms. Discussion and strategies for the third parties of QR payment providers and future research directions are also presented.

Moderating Role of Perceived Trust and Perceived Service Quality on Consumers’ Use Behavior of Alipay e-wallet System: The Perspectives of Technology Acceptance Model and Theory of Planned Behavior

“…For instance, the consumers' payment activity was influenced by their friends and their family who used it for the first time, and they intend to apply it in their transactional activities. This result was consistent with previous research findings [41,53,54] that consumers are significantly motivated by external influences to use Alipay.…”

QR code m-payment from a customer experience perspective

“…For this reason, it is important for banks to develop and continuously improve risk prevention and control mechanism in QR code m-payment in order to prevent these attempts (The People’s Bank of China 2017 ). Reducing perceived risks will facilitate the adoption of QR code payment, as the contactless feature of QR code payment leads users to question their security and risk concerns (Chang et al 2021 ).…”

“…Users of a website or app can often have concerns about providing their personal information to online retailers. In this context, perceived security and low-risk perception contribute to the positive attitudes of individuals toward m-payment with QR code m-payment (Chang et al 2021 ). Research indicates that risk concerns, especially for the application, negatively affect the user experience of the application and prevent the adoption of the application (Chen 2008 ).…”

Understanding of blockchain-based identity management system adoption in the public sector

“…This can be used by anyone in real settings, and it provides a service that allows users to verify each other's identities without immediately disclosing personal information. As the use of QR codes in e-commerce and mobile payments is recognized as useful and beneficial (Chang et al , 2021), one-time QR codes for blockchain-based mobile ID cards are expected to provide increased transaction efficiency and user satisfaction. However, there are still some lingering security and privacy issues that need to be investigated to increase the user's intention to adopt QR codes in identity management systems.…”