Investigating QR mobile payment adoption in Malaysia: a diffusion of innovation perspective

In recent years, a cashless society has become ubiquitous globally, considered an essential part of the digital payment system, especially in the Asia-Pacific region. However, a notable gap persist, as many Malaysians still use cash or other payment alternatives, posing a significant barrier to widespread adoption. Underpinned by diffusion of innovation (DOI) theory, this research aims to examine the impact of the DOI’s elements on users’ usage intention to adopt QR mobile payment services in Malaysia. This study employs a quantitative research design, with data gathered through a face-to-face survey of 102 respondents in the Klang Valley and analyzed using SmartPLS 4.0 It was found that QR mobile payment adoption is positively influenced by relative advantage and observability, while its adoption is negatively influenced by complexity. Meanwhile, the outcome is not influenced by compatibility and trialability. From a practical viewpoint, this study offers valuable insights for QR mobile payment providers, banks, government, policymakers, and any fintech companies by suggesting which elements can be controlled to boost the long-term use and adoption of QR mobile payments. From a theoretical standpoint, this study transcends beyond cognitive and functional criteria to understand the factors behind the adoption.