FACTORS AFFECTING CUSTOMERS' INTENTION TO CHOOSE QR PAYMENT METHOD IN HANOI CITY DURING COVID-19 PANDEMIC

Abstract

In the 4.0 technology era, non-cash payment is becoming an inevitable trend of countries around
the world. In Vietnam, payment by QR code has been one of the most developed non-cash payment
methods in recent years. In particular, the value of this form of payment is even more evident in the
face of the complicated developments of the COVID-19 pandemic. Therefore, this study was conducted
with the aim of analyzing the factors affecting the intention to choose QR PAY payment method of
customers in Hanoi city in the context of COVID-19, through the variables that have been adjusted
from the UTAUT2 model ,which are (1) Performance Expectancy; (2) Effort Expectancy; (3) Perceived
security; (4) Hedonic Motivation; (5) Habit and (6) Personal Innovativeness. Research data was
collected with 308 valid questionnaires from people over 18 years old who used the form of payment
by QR code in Hanoi city. Research results show that the original variables were merged, forming three
new variables: (1) F1 (Performance and habit); (2) F2 (Effort and security) and (3) F3 (Personal
Innovativeness). Variables F1 and F2 do not affect the intention of customers to choose, however,
variable F3 positively affects the intention to choose QR PAY payment method of people.