Factors affecting generation Y's customer experience and continued intentions toward QR code mobile payment in Vietnam

Abstract

With the ongoing global shift towards digital payment methods, including the widespread use of QR codes, it is crucial to gain a comprehensive understanding of the factors that influence consumers' continued intention to use this technology. This study focuses on investigating how information quality, system quality, service quality, perceived risk, perceived transaction speed, and optimism influence customer experience. Additionally, it explores the relationship between customer experience and the intention to continue using QR code payment. The data for this research was collected from individuals belonging to Generation Y, aged between 27 and 42 years old, residing in southern Vietnam (n = 303). Both online questionnaires and paper surveys were utilized for data collection. The PLS-SEM model was employed to estimate the proposed hypotheses. The findings of this study reveal the positive effects of information quality, service quality, perceived transaction speed, and optimism on customer experience. Moreover, customer experience significantly influences the intention to continue using QR code payment in a positive manner. However, perceived risk has a negative impact on customer experience, while the influence of system quality on customer experience yields inconclusive results. These findings contribute to the existing literature on QR payment trends among the millennial generation in Vietnam, providing valuable insights for the development of QR code mobile payment solutions.