A1 Journal article (refereed)
Examining Consumers’ Usage Intention of Contactless Payment Systems (2019)

Karjaluoto, H., Shaikh, A. A., Leppäniemi, M., & Luomala, R. (2019). Examining Consumers’ Usage Intention of Contactless Payment Systems. International Journal of Bank Marketing, 38(2), 332-351. https://doi.org/10.1108/IJBM-04-2019-0155

JYU authors or editors

Publication details

All authors or editors: Karjaluoto, Heikki; Shaikh, Aijaz A.; Leppäniemi, Matti; Luomala, Roope

Journal or series: International Journal of Bank Marketing

ISSN: 0265-2323

eISSN: 1758-5937

Publication year: 2019

Volume: 38

Issue number: 2

Pages range: 332-351

Publisher: Emerald

Publication country: United Kingdom

Publication language: English

DOI: https://doi.org/10.1108/IJBM-04-2019-0155

Publication open access: Not open

Publication channel open access:

Publication is parallel published (JYX): https://jyx.jyu.fi/handle/123456789/66396


Purpose: This study develops and tests a conceptual model that combines the modified Unified Theory of Acceptance and Use of Technology (UTAUT2) with a consumer brand engagement model to predict consumers’ usage intentions toward contactless payment systems in a developed country.

Design/methodology/approach - We cooperated with a contactless payment service provider in Finland and reached out to 22,000 customers, resulting in 1,165 usable responses. The collected data were analyzed using structural equation modeling.

Findings - The study shows that the UTAUT2 and the consumer brand engagement model together explain approximately 70% of the variance in usage intention. Of the predictors, habit and consumers’ overall satisfaction have the strongest influence on usage intentions. The model also confirms the positive relationship between intention and use.

Practical implications – Understanding the reasons for both the intention to use and the continued use of contactless payments is important for merchants, banks, and other service providers. This study shows which technology adoption factors drive both the intention and the use of contactless payments. The finding that intention is mainly driven by habit and overall satisfaction and not by hedonic reasons indicates that such behaviors are difficult to change.

Originality/value – This study is among the first to examine contactless payment usage in a developed market, where over half of all point-of-sale transactions are executed using contactless payment cards and/or cell phones.

Keywords: payment methods; payment cards; retail trade; consumer behaviour; committing oneself; customer satisfaction; brands

Free keywords: contactless payments; near field communication; UTAUT2; consumer brand engagement; usage intention

Contributing organizations

Ministry reporting: Yes

Reporting Year: 2020

Preliminary JUFO rating: 1

Last updated on 2021-10-11 at 16:04