Customers’ continuance usage of mobile payment during the COVID-19 pandemic

Abstract

Purpose The COVID-19 pandemic has significantly affected how consumers make payment choices. This study aims to develop a comprehensive model explaining customers’ continuance usage of mobile payment during the COVID-19 pandemic by investigating both the pull (positive) factors of mobile payment and the push (negative) factors of cash payment. Design/methodology/approach A survey was conducted on 508 mobile payment users. A quota sampling method was applied to collect the data. Then, the data were analyzed using structural equation modeling. This study employed SPSS and LISREL software. Findings This study reveals that four antecedent factors: favorable attitude toward mobile payment, social influence, facilitating conditions and unfavorable attitude toward cash payment, positively affect the continuance intention to use mobile payment during the COVID-19 pandemic. The finding also corroborates the effect of continuance intention on the actual use of mobile payment. Practical implications This research provides valuable insights for formulating business strategies. The results indicate that mobile payment providers should not only consider the positive aspects of mobile payments but also the negative aspects of cash payment when encouraging the continuance usage of mobile payments to customers. Originality/value This study is among the first to empirically test the effect of unfavorable attitudes toward cash payment on the continuing use of mobile payment. Specifically, the research extends the unified theory of acceptance and use of technology by adding the push–pull-mooring model to enhance the explanatory power.

The emergence of mobile payment acceptance in Saudi Arabia: the role of reimbursement condition

“…This is comparable to the findings of Bal et al. (2021); Albarq (2014); Handoko (2022); and Kınış and Tanova (2022), who concur that there is a positive correlation between PU and PEOU concerning consumer attitudes. The use of ANOVA addresses RQ2 by showing that consumers reacted positively to immediate reimbursements following fraudulent activity and were increasingly likely to use e-wallets.…”

“…In 2008, TAM3 was created by Venkatesh and Bala (2008) via a combination of TAM2 (Venkatesh and Davis, 2000) and included the identification of factors deemed relevant to perceived ease of use (PEOU). Despite being disparaged by certain parties, the general framework of TAM has informed many large-scale studies into the factors that influence an adult’s adoption of new technology (Braun, 2013), such as mobile devices (Handoko, 2022); e-wallets (Kınış and Tanova, 2022); and online shopping (Albarq, 2014).…”

“…It can be argued that these, and related studies, do not unequivocally clarify the galvanizing factors behind a consumer’s intention to adopt an m-payment method. As stated by Handoko (2022), it is still not fully understood what precise factors influence consumers to exchange a traditional payment method with a digital method.…”

“…The use of a portable electronic device, such as a tablet or cell phone, to pay for a product or service is known as a mobile payment. M-payment became increasingly prevalent throughout the COVID-19 pandemic due to its contactless features, ease of use and dependability (Handoko, 2022). Purchasers were confident that digital payment methods would assist in maintaining the economic status quo and increase safety by reducing the risk of transmission (Yang et al, 2021).…”

Effect of COVID-19 health threat on consumer’s perceived value towards mobile payments in India: a means-end model

“…Although m-payment continuance has been fairly researched, studies in the context of the COVID-19 pandemic are still evolving. Researchers have explored the continuance usage intention of MPS and contactless payment technologies during Covid, using various theories, such as expectation confirmation model (Puriwat and Tripopsakul 2021 ; Sreelakshmi and Prathap 2020 ), user technology acceptance and usage theory (UTAUT) (Istijanto and Handoko 2022 ; Santosa et al 2021 ), and cognitive–affective model (Loh et al 2022 ). The ECM model explains the post-adoption behavior of consumers and how expectation confirmation effectively leads to perceived usefulness and consumer satisfaction.…”