Factors influencing the usage of mobile payment services during the COVID-19 pandemic

Abstract

This study aims to identify and examine the factors that affected users' behavioral intentions, attitudes, and perceptions toward mobile payment services during COVID-19. It also attempts to determine the impact of demographic variables on the ease of use of mobile payment services. A survey approach was adopted to collect primary data and capture attitudes and behaviors on the use of mobile payment services during and after COVID-19. Being a quantitative study, a multiple regression analysis was used to analyze the primary data. The results indicate that education was the main reason for the adoption of mobile payment services, and security was the leading factor contributing to user satisfaction. Ease of use of the payment app was important for continued usage of the app. The statistical analysis explains that ease of use is an important variable for the usage of payment wallets or mobile payment services by users, followed by familiarity, safety, and security of the mobile payment wallet. Based on the findings of this study, it is suggested that mobile payment companies should concentrate more on the performance and ease of use of their applications. Mobile payment companies should also concentrate on meeting their users’ needs, which will indirectly lead to the retention of their users for a long period.