Intermittent Continued Adoption of Digital Payment Services During the COVID-19 Induced Pandemic

The present study intends to explore intermittent continued adoption behaviour of users of digital payment services (forms of contactless, cashless and paperless payment methods) during the COVID-19 pandemic. For this, the study explores the drives of adequate level of expectations and measures their impact on confirmation, leading to neutral satisfaction and intermittent continued adoption behaviour. Expectation confirmation model is used to support the hypothesized model. The study surveyed 413 adopters of digital payment services during the pandemic. Smart PLS 3 was used to test mediating effects of neutral satisfaction and perceived COVID-19 risk on intermittent continued adoption behaviour. Findings indicate that adequate level of expectations, once confirmed, leads to neutral satisfaction and intermittent continued adoption behaviour of users. The study also confirms the significant positive direct and mediating impact of perceived COVID-19 risk on intermittent continued adoption behaviour. The study only discusses adequate (minimum) level of expectations of users.