Examination of the Extended UTAUT Model in Mobile Wallet Continuous Usage Intention during the COVID-19 Outbreak

Abstract

The COVID-19 pandemic has prompted the government to encourage cashless payments, including mobile wallets, to reduce potential exposure to the virus. There has not been much research that links the perceptions of health risks and government support to consumer behaviour to use mobile wallets. Therefore, this study aims to determine the intention of using mobile wallets by integrating the Unified Theory of Acceptance and Use of Technology (UTAUT) with the relevant construction of health risk perception and government support during the COVID-19 pandemic. This study involved 308 active mobile wallet users as the respondents, who were selected using the convenience sampling technique. Data analysis was performed using the PLS-SEM method. This study found that performance expectations, health risk perceptions, government support, and social influences had a significant effect on the intention to use mobile wallets. Meanwhile, business expectations did not have any influence on the intention to use mobile wallets.