IDEAS home Printed from https://ideas.repec.org/a/pal/jofsma/v29y2024i1d10.1057_s41264-022-00186-5.html
   My bibliography  Save this article

QR code m-payment from a customer experience perspective

Author

Listed:
  • Berrin Arzu Eren

    (Development Investment Bank of Turkey)

Abstract

This study aimed to examine the effect of the quality dimensions of information system success model (ISSM), perceived risk, perceived transaction speed, and optimistic perspective on Quick Response (QR) code mobile payment (m-payment) experience. For this purpose, a survey was conducted in Turkey involving 207 adults who had experienced the QR code m-payment method. Partial least squares structural equation modeling (PLS-SEM) was used to investigate the relations between the variables. Research results showed that information quality, system quality, perceived transaction speed, and optimism significantly affected customer experience. However, service quality and perceived risk regarding QR code m-payment had no impact on customer experience. This study tried to reveal behavioral intentions of users in future by bringing together the concepts of ISSM and marketing, examining the QR code m-payment customer experience in the pandemic period with an integrative approach. In this context, the research has theoretical implications that extend ISSM toward improving technology-based financial services and omnichannel marketing.

Suggested Citation

  • Berrin Arzu Eren, 2024. "QR code m-payment from a customer experience perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(1), pages 106-121, March.
    • Handle: RePEc:pal:jofsma:v:29:y:2024:i:1:d:10.1057_s41264-022-00186-5
    DOI: 10.1057/s41264-022-00186-5
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41264-022-00186-5
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1057/s41264-022-00186-5?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Yuyang Zhao & Fernando Bacao, 2021. "How Does the Pandemic Facilitate Mobile Payment? An Investigation on Users’ Perspective under the COVID-19 Pandemic," IJERPH, MDPI, vol. 18(3), pages 1-22, January.
    2. Yongping Zhong & Hee-Cheol Moon, 2022. "Investigating Customer Behavior of Using Contactless Payment in China: A Comparative Study of Facial Recognition Payment and Mobile QR-Code Payment," Sustainability, MDPI, vol. 14(12), pages 1-19, June.
    3. Hoyer, Wayne D. & Kroschke, Mirja & Schmitt, Bernd & Kraume, Karsten & Shankar, Venkatesh, 2020. "Transforming the Customer Experience Through New Technologies," Journal of Interactive Marketing, Elsevier, vol. 51(C), pages 57-71.
    4. Chen, Nan & Yang, Yunpeng, 2021. "The impact of customer experience on consumer purchase intention in cross-border E-commerce——Taking network structural embeddedness as mediator variable," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    5. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    6. Rather, Raouf Ahmad & Hollebeek, Linda D., 2021. "Customers’ service-related engagement, experience, and behavioral intent: Moderating role of age," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    7. Yan, Li-Ya & Tan, Garry Wei-Han & Loh, Xiu-Ming & Hew, Jun-Jie & Ooi, Keng-Boon, 2021. "QR code and mobile payment: The disruptive forces in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    8. Randolph B. Cooper & Robert W. Zmud, 1990. "Information Technology Implementation Research: A Technological Diffusion Approach," Management Science, INFORMS, vol. 36(2), pages 123-139, February.
    9. M. Humbani & M. Wiese, 2018. "A Cashless Society for All: Determining Consumers’ Readiness to Adopt Mobile Payment Services," Journal of African Business, Taylor & Francis Journals, vol. 19(3), pages 409-429, July.
    10. 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.
    11. Barbara H. Wixom & Peter A. Todd, 2005. "A Theoretical Integration of User Satisfaction and Technology Acceptance," Information Systems Research, INFORMS, vol. 16(1), pages 85-102, March.
    12. Shin, Dong-Hee, 2015. "Effect of the customer experience on satisfaction with smartphones: Assessing smart satisfaction index with partial least squares," Telecommunications Policy, Elsevier, vol. 39(8), pages 627-641.
    13. Boden, Joe & Maier, Erik & Wilken, Robert, 2020. "The effect of credit card versus mobile payment on convenience and consumers’ willingness to pay," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    14. Siwei Sun & Fangyu Zhang & Kaicheng Liao & Victor Chang, 2021. "Determine Factors of NFC Mobile Payment Continuous Adoption in Shopping Malls: Evidence From Indonesia," International Journal of Business Intelligence Research (IJBIR), IGI Global, vol. 12(2), pages 1-20, July.
    15. Ray J Paul, 2007. "Challenges to information systems: time to change," European Journal of Information Systems, Taylor & Francis Journals, vol. 16(3), pages 193-195, July.
    16. Streukens, Sandra & Leroi-Werelds, Sara, 2016. "Bootstrapping and PLS-SEM: A step-by-step guide to get more out of your bootstrap results," European Management Journal, Elsevier, vol. 34(6), pages 618-632.
    Full references (including those not matched with items on IDEAS)

    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. Yinglu Sun & Wei Xue & Subir Bandyopadhyay & Dong Cheng, 2022. "WeChat mobile-payment-based smart retail customer experience: an integrated framework," Information Technology and Management, Springer, vol. 23(2), pages 77-94, June.
    2. Molinillo, Sebastian & Aguilar-Illescas, Rocío & Anaya-Sánchez, Rafael & Carvajal-Trujillo, Elena, 2022. "The customer retail app experience: Implications for customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    3. Türker, Cansu & Altay, Burak Can & Okumuş, Abdullah, 2022. "Understanding user acceptance of QR code mobile payment systems in Turkey: An extended TAM," Technological Forecasting and Social Change, Elsevier, vol. 184(C).
    4. Blanca I. Hernández-Ortega & Michael A. Stanko & Rishika Rishika & Francisco-Jose Molina-Castillo & José Franco, 2022. "Brand-generated social media content and its differential impact on loyalty program members," Journal of the Academy of Marketing Science, Springer, vol. 50(5), pages 1071-1090, September.
    5. Cachero-Martínez, Silvia & Vázquez-Casielles, Rodolfo, 2021. "Building consumer loyalty through e-shopping experiences: The mediating role of emotions," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    6. Michel Muschkiet & Tobias Wulfert & Robert Woroch & Gero Strobel & Leonardo Banh, 2023. "Unleashing the digital building bricks," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-22, December.
    7. Paul MUKUCHA & Divaries Cosmas JARAVAZA & Forbes MAKUDZA, 2022. "Towards Gender-Based Market Segmentation: The Differential Influence of Gender on Dining Experiences in the University Cafeteria Industry," Management and Economics Review, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 7(2), pages 182-200, June.
    8. Hufrish Majra & Rajan Saxena & Sumi Jha & Srinath Jagannathan, 2016. "Structuring Technology Applications for Enhanced Customer Experience: Evidence from Indian Air Travellers," Global Business Review, International Management Institute, vol. 17(2), pages 351-374, April.
    9. Zhou, Jiaying & Dahana, Wirawan Dony & Ye, Qiongwei & Zhang, Qingyu & Ye, Mingqi & Li, Xi, 2023. "Hedonic service consumption and its dynamic effects on sales in the brick-and-mortar retail context," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    10. Sørensen, Flemming & Jensen, Jens Friis, 2015. "Value creation and knowledge development in tourism experience encounters," Tourism Management, Elsevier, vol. 46(C), pages 336-346.
    11. Morone, Andrea & Nemore, Francesco & Schirone, Dario Antonio, 2018. "Sales impact of servicescape's rational stimuli: A natural experiment," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 256-262.
    12. Khan, Imran & Hollebeek, Linda D. & Fatma, Mobin & Islam, Jamid Ul & Riivits-Arkonsuo, Iivi, 2020. "Customer experience and commitment in retailing: Does customer age matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    13. Maksym Koghut & Omar AI-Tabbaa, 2021. "Exploring Consumers’ Discontinuance Intention of Remote Mobile Payments during Post-Adoption Usage: An Empirical Study," Administrative Sciences, MDPI, vol. 11(1), pages 1-33, February.
    14. Ittamalla, Rajesh & Srinivas Kumar, Daruri Venkata, 2021. "Determinants of holistic passenger experience in public transportation: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    15. Jelena Demko-Rihter & Igor ter Halle, 2015. "Revival of high street retailing – the added value of shopping apps," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 17(39), pages 632-632, May.
    16. Muhammad Waqas & Zalfa Laili Binti Hamzah & Noor Akma Mohd Salleh, 2021. "Customer experience: a systematic literature review and consumer culture theory-based conceptualisation," Management Review Quarterly, Springer, vol. 71(1), pages 135-176, February.
    17. Olsson, Lars E. & Friman, Margareta & Pareigis, Jörg & Edvardsson, Bo, 2012. "Measuring service experience: Applying the satisfaction with travel scale in public transport," Journal of Retailing and Consumer Services, Elsevier, vol. 19(4), pages 413-418.
    18. Ruth N. Bolton & Anders Gustafsson & Crina O. Tarasi & Lars Witell, 2022. "Designing satisfying service encounters: website versus store touchpoints," Journal of the Academy of Marketing Science, Springer, vol. 50(1), pages 85-107, January.
    19. Troiville, Julien & Hair, Joe F. & Cliquet, Gérard, 2019. "Definition, conceptualization and measurement of consumer-based retailer brand equity," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 73-84.
    20. Nguyen, July & Ferraro, Carla & Sands, Sean, 2020. "Similarity over difference: How congruency in customer characteristics drives service experiences," Journal of Business Research, Elsevier, vol. 121(C), pages 592-603.

    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:pal:jofsma:v:29:y:2024:i:1:d:10.1057_s41264-022-00186-5. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.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.