Title Page
Abstract
Contents
Chapter 1. Introduction to the Study 15
Background of the Study 17
Mobile Payment and QR Code Payment 17
Retail Industry 21
Problem Statement 24
Purpose of the Study 26
Research Questions 27
Theoretical Foundation 28
Context-awareness Theory 28
Zone of Tolerance 29
Expectation Confirmation Model(ECM) 32
Conceptual Framework 33
Limitations of the Study 35
Significance of the Study 36
Significance to Theory 36
Significance to Practice 37
Summary 38
Chapter 2. Literature Review 39
Literature Search Strategy 40
Theoretical Foundation 40
Context-awareness Theory 40
Zone of Tolerance 43
Expectation Confirmation Model(ECM) 48
Conceptual Framework 51
Service Quality 51
Customer Satisfaction 60
Hypothesis & Research Model 66
Summary 74
Chapter 3. Research Method 75
Research Design & Relational 77
Questionnaire Design 77
Population 77
Sample Scale 78
Pilot Study 78
Data Collection 79
Variables Measurement 81
Data Analysis Plan 85
Common Method Bias(CMB) 86
Data Analysis Contents 87
Data Analysis Method 91
Summary 92
Chapter 4. Result 93
Data Analysis 93
Demographic Statistics 93
Common Method Bias 96
Reliability Analysis 97
Validity Analysis 99
Mediating Effect Test 119
Data Analysis Summary 121
Hypothesis Verification 122
Structural Equation Model 122
Path Analysis 125
Hypothesis Results 126
Summary 127
Chapter 5. Discussion, Conclusions, and Recommendations 128
Discussion 128
Discussion of the Independent Variable 129
Discussion of the Mediating Variable 132
Discussion of the Findings 133
Implications 135
Academic Implications 135
Practice Implications 136
Limitations and Future Recommendations 138
Conclusions 140
References 143
Appendix A. Questionnaire 181
Table 1. Classification of different types of customers. 21
Table 2. The development stage of the retail industry in China. 23
Table 3. The classification of zone of tolerance. 44
Table 4. Measurement Items of Service Quality. 82
Table 5. Measurement Items of Transaction-specific Satisfaction. 84
Table 6. Measurement Items of Overall Satisfaction. 84
Table 7. Measurement Items of Continuance Intention. 85
Table 8. Frequency analysis of demographic variables. 94
Table 9. Analysis Result of CMB 96
Table 10. Reliability Analysis Results of Internal Consistency. 98
Table 11. KMO Bartlett's Test of Sphericity of Service Quality. 100
Table 12. Total Variance Explained of Service Quality. 101
Table 13. Structure Matrix of Service Quality. 101
Table 14. KMO Bartlett's Test of Sphericity of Transaction-specific Satisfaction. 102
Table 15. Total Variance Explained of Transaction-specific Satisfaction. 103
Table 16. Structure Matrix of Transaction-specific Satisfaction. 103
Table 17. KMO Bartlett's Test of Sphericity of Overall Satisfaction. 104
Table 18. Total Variance Explained of Overall Satisfaction. 104
Table 19. Structure Matrix of Overall Satisfaction. 105
Table 20. KMO Bartlett's Test of Sphericity of Continuance Intention. 105
Table 21. Total Variance Explained of Continuance Intention. 105
Table 22. Structure Matrix of Continuance Intention. 106
Table 23. Structure Matrix of All Variables. 107
Table 24. The Evaluation Index for CFA. 109
Table 25. The scale of SQ's confirmatory factor analysis model fit degree. 110
Table 26. Confirmatory Factor Analysis of Convergent Validity on Service Quality. 111
Table 27. Confirmatory Factor Analysis of Convergent Validity on Transaction-specific Satisfaction. 112
Table 28. Confirmatory Factor Analysis of Convergent Validity on Overall Satisfaction. 113
Table 29. Confirmatory Factor Analysis of Convergent Validity on Continuance Intention. 114
Table 30. The scale of confirmatory factor analysis model fit degree. 115
Table 31. Confirmatory Factor Analysis of Convergent Validity. 116
Table 32. Convergent Validity of AVE and CR. 118
Table 33. Discriminant Validity 119
Table 34. Results of Mediating Effect Analysis. 120
Table 35. Path Analysis and Results. 125
Table 36. Analysis Result of Hypothesis. 126
Figure 1. The publication about "QR code payment" in CNKI from 2012 to 2021. 20
Figure 2. The publication about "QR code payment" in Web of Science Databases from 2012 to 2021. 20
Figure 3. Three Zones of Tolerance 30
Figure 4. Conceptual Framework 35
Figure 5. High involvement, narrow zones of tolerance. 46
Figure 6. Low involvement, wide zones of tolerance. 46
Figure 7. The effect of a transaction success. 47
Figure 8. Expectation Confirmation Model (ECM). 49
Figure 9. Theories Combine with Hypothesis Model. 51
Figure 10. Research Model. 73
Figure 11. Mediating Effect 89
Figure 12. Confirmatory factor analysis of Service Quality (SQ). 111
Figure 13. Confirmatory factor analysis of Transaction-specific Satisfaction (TS). 112
Figure 14. Confirmatory factor analysis of Overall Satisfaction (OS). 113
Figure 15. Confirmatory factor analysis of Continuance Intention (CI). 114
Figure 16. Confirmatory factor analysis Model. 115
Figure 17. Structural Equation Model 123
Figure 18. Structural Equation Model for Interaction Quality. 123
Figure 19. Structural Equation Model for Environment Quality. 124
Figure 20. Structural Equation Model for Outcome Quality. 125