IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v9y2017i7p1186-d103873.html

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

Author

Listed:
  • Liguo Lou

    (College of Business Administration, Chonnam National University, 77 Yongbong-Ro, Buk-Gu, Kwang-Ju 61186, Korea)

  • Zilu Tian

    (Henan University of Animal Husbandry and Economy, No. 2, Yingcai Street, Huiji District, Zhengzhou 450044, China)

  • Joon Koh

    (College of Business Administration, Chonnam National University, 77 Yongbong-Ro, Buk-Gu, Kwang-Ju 61186, Korea)

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.

Suggested Citation

  • Liguo Lou & Zilu Tian & Joon Koh, 2017. "Tourist Satisfaction Enhancement Using Mobile QR Code Payment: An Empirical Investigation," Sustainability, MDPI, vol. 9(7), pages 1-14, July.
    • Handle: RePEc:gam:jsusta:v:9:y:2017:i:7:p:1186-:d:103873
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/9/7/1186/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/9/7/1186/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Demirci Orel, Fatma & Kara, Ali, 2014. "Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 118-129.
    2. William H. DeLone & Ephraim R. McLean, 1992. "Information Systems Success: The Quest for the Dependent Variable," Information Systems Research, INFORMS, vol. 3(1), pages 60-95, March.
    3. Kim, Hyelin & Woo, Eunju & Uysal, Muzaffer, 2015. "Tourism experience and quality of life among elderly tourists," Tourism Management, Elsevier, vol. 46(C), pages 465-476.
    4. Gary C. Moore & Izak Benbasat, 1991. "Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation," Information Systems Research, INFORMS, vol. 2(3), pages 192-222, September.
    5. Ramesh Sharda & Steve H. Barr & James C. McDonnell, 1988. "Decision Support System Effectiveness: A Review and an Empirical Test," Management Science, INFORMS, vol. 34(2), pages 139-159, February.
    6. Zheng, Weimin & Huang, Xiaoting & Li, Yuan, 2017. "Understanding the tourist mobility using GPS: Where is the next place?," Tourism Management, Elsevier, vol. 59(C), pages 267-280.
    7. Minkyung Choy & Gunno Park, 2016. "Sustaining Innovative Success: A Case Study on Consumer-Centric Innovation in the ICT Industry," Sustainability, MDPI, vol. 8(10), pages 1-13, September.
    8. Shankar, Venkatesh & Balasubramanian, Sridhar, 2009. "Mobile Marketing: A Synthesis and Prognosis," Journal of Interactive Marketing, Elsevier, vol. 23(2), pages 118-129.
    9. Holbrook, Morris B & Hirschman, Elizabeth C, 1982. "The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(2), pages 132-140, September.
    10. Namho Chung & Inessa Tyan & Heejeong Han, 0. "Enhancing the smart tourism experience through geotag," Information Systems Frontiers, Springer, vol. 0, pages 1-12.
    11. Wang, Dan & Xiang, Zheng & Fesenmaier, Daniel R., 2014. "Adapting to the mobile world: A model of smartphone use," Annals of Tourism Research, Elsevier, vol. 48(C), pages 11-26.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ruoyuan Wang & Chung-Shing Chan, 2025. "A systematic literature review on payment methods in hospitality and tourism," Information Technology & Tourism, Springer, vol. 27(1), pages 1-27, March.
    2. Ma, Qingguo & He, Yijin & Tan, Yulin & Cheng, Lu & Wang, Manlin, 2024. "Unveiling the Impact of Payment Methods on Consumer Behavior: Insights and Future Directions," OSF Preprints 3fphk, Center for Open Science.
    3. Briana M. Martinez & Laura E. McAndrews, 2023. "Do you take...? The effect of mobile payment solutions on use intention: an application of UTAUT2," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(3), pages 458-469, September.
    4. repec:osf:osfxxx:3fphk_v1 is not listed on IDEAS
    5. Ligang Liu & Yang Zhou & Xiao Sun, 2023. "The Impact of the Wellness Tourism Experience on Tourist Well-Being: The Mediating Role of Tourist Satisfaction," Sustainability, MDPI, vol. 15(3), pages 1-23, January.
    6. Chunyu Jiang & Seuk Wai Phoong, 2023. "A ten-year review analysis of the impact of digitization on tourism development (2012–2022)," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 10(1), pages 1-16, December.
    7. Ayatulloh Michael Musyaffi & Razana Juhaida Johari & Christian Wiradendi Wolor & Amer Azlan Abdul Jamal & Anaya Zahra Santika & Muhammad Arifsyah Arifi, 2023. "The Innovativeness and Value of Quick Response Code Payment for MSMEs: The Influence of Security-Related Factor," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 6, pages 89-107.
    8. Zhunzhun Liu & Shenglin Ben & Ruidong Zhang, 2019. "Factors affecting consumers’ mobile payment behavior: a meta-analysis," Electronic Commerce Research, Springer, vol. 19(3), pages 575-601, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Tseng, Shu-Mei, 2015. "Exploring the intention to continue using web-based self-service," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 85-93.
    2. Gudigantala, Naveen & Song, Jaeki & Jones, Donald, 2011. "User satisfaction with Web-based DSS: The role of cognitive antecedents," International Journal of Information Management, Elsevier, vol. 31(4), pages 327-338.
    3. Huang, Lijuan & Mou, Jian & See-To, Eric W.K. & Kim, Jongki, 2019. "Consumer perceived value preferences for mobile marketing in China: A mixed method approach," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 70-86.
    4. Severin Oesterle & Arne Buchwald & Nils Urbach, 2022. "Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 571-597, June.
    5. Dehghani, Milad & William Kennedy, Ryan & Mashatan, Atefeh & Rese, Alexandra & Karavidas, Dionysios, 2022. "High interest, low adoption. A mixed-method investigation into the factors influencing organisational adoption of blockchain technology," Journal of Business Research, Elsevier, vol. 149(C), pages 393-411.
    6. Siti Salwa Mohd Ishak & Sidney Newton, 2018. "Testing a Model of User Resistance Towards Technology Adoption in Construction Organizations," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 15(06), pages 1-27, December.
    7. Queiroz, Maciel M. & Fosso Wamba, Samuel, 2019. "Blockchain adoption challenges in supply chain: An empirical investigation of the main drivers in India and the USA," International Journal of Information Management, Elsevier, vol. 46(C), pages 70-82.
    8. A. Maes & G. Poels, 2006. "Development of a user evaluations based quality model for conceptual modeling," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 06/406, Ghent University, Faculty of Economics and Business Administration.
    9. Mi, Hwang, 1998. "Did Task Type Matter in the Use of Decision Room GSS? A Critical Review and a Meta-analysis," Omega, Elsevier, vol. 26(1), pages 1-15, February.
    10. Pei Yee Chin & Nina Evans & Charles Zhechao Liu & Kim-Kwang Raymond Choo, 2020. "Understanding Factors Influencing Employees’ Consumptive and Contributive Use of Enterprise Social Networks," Information Systems Frontiers, Springer, vol. 22(6), pages 1357-1376, December.
    11. Liu, Feng & Zhao, Shaoqiong & Li, Yang, 2017. "How many, how often, and how new? A multivariate profiling of mobile app users," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 71-80.
    12. Pei Yee Chin & Nina Evans & Charles Zhechao Liu & Kim-Kwang Raymond Choo, 0. "Understanding Factors Influencing Employees’ Consumptive and Contributive Use of Enterprise Social Networks," Information Systems Frontiers, Springer, vol. 0, pages 1-20.
    13. Dalal Bamufleh & Maram Abdulrahman Almalki & Randa Almohammadi & Esraa Alharbi, 2021. "User Acceptance of Enterprise Resource Planning (ERP) Systems in Higher Education Institutions: A Conceptual Model," International Journal of Enterprise Information Systems (IJEIS), IGI Global Scientific Publishing, vol. 17(4), pages 138-157, October.
    14. Nripendra P. Rana & Yogesh K. Dwivedi & Banita Lal & Michael D. Williams & Marc Clement, 2017. "Citizens’ adoption of an electronic government system: towards a unified view," Information Systems Frontiers, Springer, vol. 19(3), pages 549-568, June.
    15. Lorenz Graf-Vlachy & Katharina Buhtz & Andreas König, 2018. "Social influence in technology adoption: taking stock and moving forward," Management Review Quarterly, Springer, vol. 68(1), pages 37-76, February.
    16. Gaffar Hafiz Sagala & Dóra Őri, 2024. "Toward SMEs digital transformation success: a systematic literature review," Information Systems and e-Business Management, Springer, vol. 22(4), pages 667-719, December.
    17. Akter, Shahriar & Wamba, Samuel Fosso & D’Ambra, John, 2019. "Enabling a transformative service system by modeling quality dynamics," International Journal of Production Economics, Elsevier, vol. 207(C), pages 210-226.
    18. Segars, A. H., 1997. "Assessing the unidimensionality of measurement: a paradigm and illustration within the context of information systems research," Omega, Elsevier, vol. 25(1), pages 107-121, February.
    19. Ying-Kai Liao & Hong-Loc Thi Nguyen (Rush) & Tuan Cong Dao & Phuong-Thy Thi Nguyen & Hum Sophea, 2024. "The antecedents of customers’ attitude and behavioral intention of using e-banking: the moderating roles of social influence and customers’ traits," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 1037-1061, September.
    20. Wenjuan Xu & Peiyu Ou & Weiguo Fan, 2017. "Antecedents of ERP assimilation and its impact on ERP value: A TOE-based model and empirical test," Information Systems Frontiers, Springer, vol. 19(1), pages 13-30, February.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:9:y:2017:i:7:p:1186-:d:103873. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.