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Investigating Customer Behavior of Using Contactless Payment in China: A Comparative Study of Facial Recognition Payment and Mobile QR-Code Payment

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  • Yongping Zhong

    (School of Management, Shenyang University of Technology, Shenyang 110870, China)

  • Hee-Cheol Moon

    (Department of International Trade, Chungnam National University, 99 Daehak-ro, Yuseong-gu, Daejeon 34134, Korea)

Abstract

Emerging technologies have made tremendous changes in people’s daily lives, and they have profoundly influenced their economic and consumption activities. Recently, the COVID-19 pandemic has also drastically increased individuals’ usage of contactless payment technologies, such as mobile and facial recognition payments, which has accelerated the transformation of digital transaction services in China. In this study, the findings show that perceived usefulness, perceived ease of use, and service security can affect the perceived value and user satisfaction of using contactless payment. Moreover, a higher perceived value and satisfaction level may encourage more post-adoption behaviors, such as continuous and habitual usage of contactless payment methods or encouraging others to use contactless payment methods via word-of-mouth; however, perceived value did not have a direct effect on continuous usage. In addition, there are certain differences in user behavior depending on whether facial recognition payment or mobile QR-code payment is used. For QR-code payment users, overall, their satisfaction and post-adoption behaviors are more strongly bonded with each other compared with the behaviors of facial recognition payment users. This study has generated more information and insight into the transformation of digital payment and can help managers align their strategies more efficiently in the post-pandemic era.

Suggested Citation

  • 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.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:12:p:7150-:d:836168
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    1. 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).
    2. Jung-Chieh Lee & Lei Bi & Haotian Liu, 2024. "User stickiness to facial recognition payment technology: insights from Sako’s trust typology, privacy concerns, and a cross-cultural context," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-15, December.
    3. 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.
    4. 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.
    5. Yuqi Zhao & Young-Hwan Pan, 2023. "A Study of the Impact of Cultural Characteristics on Consumers’ Behavioral Intention for Mobile Payments: A Comparison between China and Korea," Sustainability, MDPI, vol. 15(8), pages 1-22, April.

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