QR code m-payment from a customer experience perspective

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.