Title: Factors impacting adoption and continuous use of contactless digital payments in the new normal

Authors: Vidushi Vatsa; Bhawna Agarwal

Addresses: Amity College of Commerce and Finance, Amity University, Uttar Pradesh (AUUP), India ' Amity College of Commerce and Finance, Amity University, Uttar Pradesh (AUUP), India

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.

Keywords: technology acceptance model; TAM; contactless digital payments; continuous intention to use; new normal.

DOI: 10.1504/IJEF.2022.126481

International Journal of Electronic Finance, 2022 Vol.11 No.4, pp.317 - 344

Received: 07 Sep 2021
Accepted: 03 Feb 2022
Published online: 26 Oct 2022 *

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