Volume 20 No 13 (2022)
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Consumer Intention To Use Mobile Payment Post COVID 19: An Empirical Study In Bangalore
Dr.Lakshmi H , Dr.Dharmananda M , Dr.Harisha B S
Abstract
Restrictions imposed and protocols followed during COVID 19 has made people to adapt to “New normal” way of
life. When there was a risk of the covid-19 virus spreading through cash and card transactions, many Indians opted
for contactless payments. It was made possible by usage smart cards and mobile payment apps. Marketers and
consumers realized that few habits followed during pandemic are not transitory. This study intends to develop an
integrated framework based on the Unified Theory of Acceptance and Use of Technology to assess the user
intention to the use of mobile payment in Bangalore post COVID-19 pandemic. The conceptual model was proposed
and empirically justified using structural equation modelling based on a survey of 387 samples from Bangalore.
Perceived Trust, Performance Expectancy, Effort Expectancy, Social influence, facilitating conditions and perceived
enjoyment are found to have notable positive association with the Consumer intent for using of mobile payment
technologies post pandemic. The findings contribute to the addition of new perspectives to the literature and
provide insights for digital payment service providers to prioritise building consumer trust and making their
services clear, understandable and simple to use
Keywords
Contactless payment, Unified Theory of Acceptance, Use of Technology, cashless transaction, mobile payment.
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