Factors Impacting Adoption and Continuous Use of Contactless Digital Payments in New Normal

Abstract

The study aims to determine factors impacting the behaviour of customers towards the adoption of contactless digital payments and their continuous use. In India, contactless digital payments are also on the rise, more so during the ongoing pandemic but the question arises, whether customers will continue its use even when COVID-19 recedes. Primary data was collected from 217 respondents in India, the theoretical model is based on TAM and the data was analysed using SPSS AMOS software. The study indicates that trust has a significant impact on perceived risk, but surprisingly the results from this study are significantly different from the existing literature and shows that trust does not have any positive impact on other constructs. Perceived risk has been shown in the study to have a negative impact on the constructs. Perceived usefulness has been shown to have a positive effect towards continuous intention to use contactless digital payments. Copyright © 2022 Inderscience Enterprises Ltd.