Abstract
The COVID-19 pandemic has affected the lives of people and services, pushing them toward new technologies that are in step with the development of a “New Normal” way of life. Contactless technologies have been realized as a mechanism to reduce the risks of infection, accelerating the move to touchless behaviors. The purpose of this study is to develop an Integrated Expectation-Confirmation and Health Belief Model (ECHBM) to explain an adoption and continuance intention to use contactless technologies during the COVID-19 pandemic in Thailand. Based on an empirical research survey of 142 samples, the proposed conceptual model was empirically validated using structural equation modelling (SEM). The study found that perceived usefulness, perceived susceptibility, perceived seriousness, and satisfaction significantly influenced continuance usage intention of contactless payment technologies, whereas perceived usefulness and confirmation were found to be significant determinants of consumer satisfaction. The effect of perceived susceptibility was found to be relatively higher than that of satisfaction, and confirmation was found to have an indirect effect on continuance usage intention through perceived usefulness and satisfaction. The integrated ECHBM model has strong explanatory power (56.8%) to predict customers’ continuance usage intention toward use of contactless payment technologies during the COVID-19 pandemic. The study proposes a novel challenge to explain an adoption and continuance intention to use contactless payment technologies as a protective health behavior to mitigate risks of being infected by COVID-19. Doi: 10.28991/esj-2021-01260 Full Text: PDF
Highlights
The World Health Organization (WHO) declared COVID-19 a pandemic on March 11, 2020
Perceived susceptibility and perceived seriousness constructs from the Health Belief Model (HBM) are included in our proposed model framework, since people tend to be worried about an infection of COVID-19, and our assumption is that the COVID-19 phenomenon accelerates contactless payment technology adoption and continuance usage
The Covid-19 pandemic has had an impact on many aspects of our daily life and produced a “New normal” phenomenon, one part of which is acceleration of a digital transformation process
Summary
COVID19 has fundamentally changed the world, with people moving dramatically toward online channels and businesses responding in turn These effects have driven faster digital adoption. Risk perception of COVID-19 can be realized as “the push factor” to motivate an adoption and continuance usage intention of contactless payment technology. To the best of our knowledge, empirical research pertaining to an adoption and continuance usage of contactless payment technology is very limited and has not been fully tested by academics and researchers, especially during COVID-19. In order to address this research gap, we seek to advance the body of knowledge of this field by proposing an Integrated ExpectationConfirmation and Health Belief Model for explaining an adoption and continuance intention to use contactless technologies. A conclusion discussing limitations and future research is found in sections six and seven
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