Analyzing Customers Continuance Usage Intention Toward QR Code Payment At Coffee Shops In Ho Chi Minh City

Abstract

This study aims to examine customers' continued willingness to use QR Code payments at coffee shops in Ho Chi Minh City. For the investigation of the continuance intention toward QR Code payment at coffee shops in the context of Vietnam, this study adopted some variables from the UTAUT2 model, including effort expectancy, performance expectancy, habit, and other constructs, including system quality, service quality, familiarity, payment security, trust, and customer satisfaction. The questionnaire was delivered online to 152 respondents who had previously used QR codes for payment at coffee shops. For the assessment of measurement scales and models, the collected data has been processed using Smart PLS 4.0. As a result, the positive effects of trust, habit, and consumer satisfaction on continued intention are determined. The results of this study can be used to advise companies that offer QR Code payment services on how to enhance the functionality of their platforms and customer care in order to maintain users. In addition, the government and politicians can utilize this study as a reference for setting up regulations to promote the growth of QR Code payments.