Abstract
Purpose The purpose of this paper is to identify and examine the important factors that could affect consumers' behavioural intention and use behaviour towards mobile payment services during COVID-19. Design/methodology/approach The proposed model extends meta-Unified Theory of Acceptance and Use of Technology (meta-UTAUT) model with perceived severity and self-efficacy factors affecting consumers' behavioural intention and use behaviour towards mobile payment services. A convenient sampling technique has been utilized to gather data from a self-administered questionnaire. The data collection was restricted to the online mode to avoid any physical contact considering the COVID-19 situation. Findings The findings revealed that performance expectancy, effort expectancy and perceived severity have a significant positive impact on consumers' attitude; facilitating conditions has a significant positive impact on effort expectancy; self-efficacy has a significant positive impact on effort expectancy; attitude has a significant positive impact on behavioural intention; and behavioural intention has a significant positive impact on use behaviour. Social influence did not confirm any significant relationship. Research limitations/implications The current research study has utilized a non-probability convenient sampling technique to gather data through a self-administered questionnaire. The data collection was restricted to the online mode to avoid any physical contact considering the COVID-19 situation. The respondents were adopters of mobile payment services. The scope of the study is the COVID-19 context or related chronic diseases context where major preventive mechanisms such as social distancing and avoidance of physical contacts are vital. Originality/value This study has extended the meta-UTAUT model with the COVID-19 context-specific constructs and relationships. The undertaken work has strengthened the explanability of the model. The inclusion of context relevant variables such as perceived severity and self-efficacy and their association with the existing meta-UTAUT framework have enriched the context of the study. The current study offers a holistic understanding of significant factors influencing Indian consumers' adoption of mobile payment services in the COVID-19 context.