Inducing customers’ usage toward QR-code mobile payment in Hanoi city

Abstract

The purpose of the study is to analyze motivated factors that influence customers’ use intention toward QR-code mobile payment in Hanoi city. A research model is formulated based on the prominent theoretical base- Diffusion of Innovation (DOI) to empirically examine factors affecting customers’ use intention, and give practitioners recommendations in order to induce use behavior toward QR-code mobile payment. Data are gathered from 311 customers who have utilized mobile payment services and are inclined to utilize QR-code mobile payment in Hanoi between 06/2022 and 07/2022. Structural equation modeling (SEM) is applied to examine the research model. Findings demonstrate that (1) cost effectiveness and (2) perceived convenience are the two most significant, positive factors influencing use intention toward QR-code mobile payment, followed by (3) perceived innovativeness, (4) perceived complementary, (5) compatibility, and (6) trialability. However, perceived risk does not exert a significant impact on use intention toward QR-code mobile payment. Finally, this study draws theoretical and practical implications to boost usage behavior among customers in Hanoi toward QR-code payment.