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

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

Victor Chang (Teesside University, Middlesbrough, UK), Waner Chen (Imperial College, London, UK), Qianwen Ariel Xu (Teesside University, Middlesbrough, UK) and Chang Xiong (Xi'an Jiaotong-Liverpool University, Suzhou, China)
Copyright: © 2021 |Pages: 21
DOI: 10.4018/JGIM.20211101.oa37
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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.
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1. Introduction

1.1 Overview

A smart life is a lifestyle that connects to the internet and allows many services and activities. These include storing and accessing cloud storage computing and other advanced solutions to achieve the free-flow of information, capital and materials regardless of the time and space. Mobile payment, as one of a core approach to this kind of society, is adopted by a range of users, contributing to a more effective and efficient lifestyle. Technology contributes to continuous development for mobile payment because of the establishment of online payment services from the interactions among banks and many third-party payment platforms. The flexible mobile terminals and the well-constructed 5G and Wi-Fi facilities, also contribute to the popularity of mobile payment. Cashless society benefits not only the users for cost-saving but also the service providers for data-collecting.

As a particular kind of mobile payment tool, QR codes are provided in the majority of cashier desks, particularly in China. It can be used easily regardless of the size and the location of these stores. While among the existing literature, lots of research has been conducted on the employment of mobile payment methods, limited research has paid attention to the status of QR code payment, which is one specific type of mobile payment methods. Figure 1 shows an IoT-based mobile-payment system for our research focus. This paper collected data from China because QR code payment has become the most popular and commonly used mobile payment method across the country. The phenomenon of stopping using this method has appeared. Therefore, it is essential to scrutinize how to maximize the diffusion of QR codes and what factors influence customer behaviors to accept this payment method. In order to enhance our understanding of the adoption of new payment methods, the current study aims to answer: What are the antecedents of customers' motivation in using a new payment method?

Figure 1.

IoT-based Mobile Payment System


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