Consumer Acceptance of Contactless Payments in India: Extension to TAM

Abstract

Contactless payment is arguably the fastest growing payment methods across the globe. The purpose of this article is to do a study of the consumer acceptance of contactless payments in India using a survey sample of 165 respondents from Chennai. While technology acceptance model (TAM) has been normally used, the proposed model make use of seven variables (perceived usefulness, perceived ease of use, perceived risk, engagement, compatibility, trust and hedonic motivation) taking into consideration the customer, service provider and the technology eco system. Findings of the study indicates that perceived ease of use, compatibility and perceived usefulness were the main factors influencing contactless payment acceptance. This study extends the knowledge of consumer’s payment-decision making and provides insights into how to promote contactless payments.