Consumer adoption of mobile payment services during COVID-19: extending meta-UTAUT with perceived severity and self-efficacy

• Published in: International journal of bank marketing Vol. 40; no. 5; pp. 960 - 991
• Main Authors: Upadhyay, Nitin, Upadhyay, Shalini, Abed, Salma S., Dwivedi, Yogesh K.
• Format: Journal Article
• Language: English
• Published: Bradford Emerald Publishing Limited 08.06.2022; Emerald Group Publishing Limited
• Subjects: Bank marketing; Banking; Consumer behavior; Consumers; Contactless payment; Coronaviruses; COVID-19; Electronic commerce; Global economy; Health behavior; Hypotheses; Medical research; Mobile commerce; Prevention; Self-efficacy; Social distancing; Technology Acceptance Model; Technology adoption; India; COVID-19; meta-UTAUT; Intention; Mobile payment; Use behaviour; Contactless payment; Adoption
• ISSN: 0265-2323; 1758-5937
• DOI: 10.1108/IJBM-06-2021-0262

PurposeThe purpose of this paper is to identify and examine the important factors that could affect consumers' behavioural intention and use behaviour towards mobile payment services during COVID-19.Design/methodology/approachThe proposed model extends meta-Unified Theory of Acceptance and Use of Technology (meta-UTAUT) model with perceived severity and self-efficacy factors affecting consumers' behavioural intention and use behaviour towards mobile payment services. A convenient sampling technique has been utilized to gather data from a self-administered questionnaire. The data collection was restricted to the online mode to avoid any physical contact considering the COVID-19 situation.FindingsThe findings revealed that performance expectancy, effort expectancy and perceived severity have a significant positive impact on consumers' attitude; facilitating conditions has a significant positive impact on effort expectancy; self-efficacy has a significant positive impact on effort expectancy; attitude has a significant positive impact on behavioural intention; and behavioural intention has a significant positive impact on use behaviour. Social influence did not confirm any significant relationship.Research limitations/implicationsThe current research study has utilized a non-probability convenient sampling technique to gather data through a self-administered questionnaire. The data collection was restricted to the online mode to avoid any physical contact considering the COVID-19 situation. The respondents were adopters of mobile payment services. The scope of the study is the COVID-19 context or related chronic diseases context where major preventive mechanisms such as social distancing and avoidance of physical contacts are vital.Originality/valueThis study has extended the meta-UTAUT model with the COVID-19 context-specific constructs and relationships. The undertaken work has strengthened the explanability of the model. The inclusion of context relevant variables such as perceived severity and self-efficacy and their association with the existing meta-UTAUT framework have enriched the context of the study. The current study offers a holistic understanding of significant factors influencing Indian consumers’ adoption of mobile payment services in the COVID-19 context.