Understanding consumer adoption of mobile payment in India: Extending Meta-UTAUT model with personal innovativeness, anxiety, trust, and grievance redressal

Pushp Patil, Kuttimani Tamilmani, Nripendra P. Rana and Vishnupriya Raghavan

International Journal of Information Management, 2020, vol. 54, issue C

Abstract: Mobile payments are the future as we move towards a cashless society. In some markets, cash is already being replaced by digital transactions, but consumers of many developing countries are slower in transition towards digital payments. This study aims to identify major determinants of consumer mobile payment adoption in India the country with second largest mobile subscribers in the world. Existing mobile payments adoption studies have predominantly utilised Technology Acceptance Model (TAM), which was primarily developed in organisational context and criticised for having deterministic approach without much consideration for users’ individual characteristics. Therefore, this study adapted meta-UTAUT model with individual difference variable attitude as core construct and extended the model with consumer related constructs such as personal innovativeness, anxiety, trust, and grievance redressal. Empirical examination of the model among 491 Indian consumers revealed performance expectancy, intention to use, and grievance redressal as significant positive predictor of consumer use behaviour towards mobile payment. Moreover, intention to use was significantly influenced by attitude, social influence, and facilitating conditions. The major contribution of this study includes re-affirming the central role of attitude in consumer adoption studies and examining usage behaviour in contrast to most existing studies, which examine only behavioural intention.

Keywords: Mobile payment; Adoption; Use behaviour; Meta-UTAUT; TAM (search for similar items in EconPapers)
Date: 2020
References: Add references at CitEc
Citations: View citations in EconPapers (57)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0268401220302115
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:54:y:2020:i:c:s0268401220302115

DOI: 10.1016/j.ijinfomgt.2020.102144

Access Statistics for this article

International Journal of Information Management is currently edited by Yogesh K. Dwivedi

More articles in International Journal of Information Management from Elsevier
Bibliographic data for series maintained by Catherine Liu ().