User-centric drivers of QR payment adoption in emerging economies: trust, quality, and social influence

Abstract This research explored factors shaping the use of QR code mobile payment systems in Cambodia, considering aspects like service quality, trust, risk perception, user experience, and social influence. It draws on an integrated framework combining elements of established technology adoption models, tailored to address the dynamics of emerging markets. Data from 350 survey respondents were analyzed using a statistical modeling approach to test the proposed relationships. Findings suggest that service quality enhances trust and lowers perceived risk. Higher perceived risk tends to reduce the intent to use these payment systems, while positive user experiences and social influences significantly encourage adoption. The study underscores the importance of trust and service quality in promoting usage in developing markets like Cambodia, where issues such as security concerns and limited digital literacy persist. By incorporating trust and service quality into traditional models, this work offers a refined perspective suited to the Cambodian setting.