A study on understanding QR-based m-payment adoption intention and satisfaction among consumers in India

Purpose Its goal is to determine the factors that affect consumers' intention to use and satisfaction with QR-based mobile payments by incorporating the constructs of the UTAUT2 model and adding one more construct from the diffusion of innovation theory. Design/methodology/approach The present study adopted a quantitative survey whereby data were gathered using a convenience sampling technique from QR-based m-payment users residing in New Delhi. Findings The findings suggest that habit, facilitating conditions, performance expectancy and relative advantage had a strong influence, while social influence does not affect users' satisfaction and intention to use. Research limitations/implications In this study, we used the UTAUT2 model to study the intention to use and satisfaction toward the adoption of QR-based m-payment, Further studies can use other established models for technology adoption to study the behavioral intention of the users toward technology adoption. Originality/value This study contributes to the mobile payment literature by going beyond the widely studied construct of technology adoption intention to also address user satisfaction, thereby linking pre- and post-adoption perspectives.