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

Nitin Upadhyay (IT Systems and Analytics, Indian Institute of Management Jammu, Jammu, India)
Shalini Upadhyay (Humanities and Social Sciences, Birla Institute of Technology and Science–K K Birla Goa Campus, Zuarinagar, India)
Salma S. Abed (Department of Management Information Systems, College of Business (COB), Faculty of Sciences and Arts, King Abdulaziz University, Rabigh, Saudi Arabia)
Yogesh K. Dwivedi (Emerging Markets Research Centre (EMaRC), School of Management, Swansea University, Bay Campus, Swansea, UK) (Symbiosis Institute of Business Management, Pune, Symbiosis International (Deemed University), Pune, India)

International Journal of Bank Marketing

ISSN: 0265-2323

Article publication date: 25 January 2022

Issue publication date: 8 June 2022

3787

Abstract

Purpose

The 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/approach

The 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.

Findings

The 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/implications

The 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/value

This 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.

Keywords

Acknowledgements

The authors would like to thank Editor-in-Chief, Guest Editors and anonymous reviewers for their careful reading of the manuscript and their many insightful comments and suggestions. The authors would like to acknowledge and thank their respective institutes for providing the conducive environment to undertake the study.

Citation

Upadhyay, N., Upadhyay, S., Abed, S.S. and Dwivedi, Y.K. (2022), "Consumer adoption of mobile payment services during COVID-19: extending meta-UTAUT with perceived severity and self-efficacy", International Journal of Bank Marketing, Vol. 40 No. 5, pp. 960-991. https://doi.org/10.1108/IJBM-06-2021-0262

Publisher

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Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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