Evaluating Enablers and Outcomes of Clients' Behavioral Intention to Use Electronic Mobile Payment Services during Covid-19 Pandemic: An Empirical Study on Jordanian Insurance Companies

Abstract

By applying the Unified Theory of Acceptance Use of Technology 2 (UTAUT2), this study aimed to evaluate the enablers and outcomes of National Wallet (NW) company clients' behavioral intention to use electronic mobile payment services in the Jordanian insurance industry during the pandemic of Covid-19. The current study employed quantitative and qualitative research approaches. The proposed hypotheses were tested quantitatively by developing and examining the UTAUT2 model along with the Perceived Risk (PR) variable which was added to the original model and tested based on the moderators of income, education, age, gender and experience that would influence clients' behavioral intention to use mobile payment services and in turn influence clients' use behavior. Based on a sample comprised of 426 NW clients who used mobile payment services in the Jordanian insurance companies during Covid-19 pandemic, the Hayes Process Macro by Andrew F. Hayes plugin was used as a statistical analysis in Statistical Package for Social Sciences (SPSS) software to evaluate path coefficients. Data was collected via an online survey questionnaire and then analyzed and hypotheses were examined by employing both Structural-equation Modeling (SEM) and Machine-learning (ML) techniques. Results showed that performance expectancy, hedonic motivation, price value, perceived risk and habit impacted behavioral intention, whereas effort expectancy, social influence and facilitating conditions did not. Moreover, behavioral intention had statistically significant path coefficients on use behavior and habit on use behavior. In addition, several qualitative interviews were conducted with NW clients to verify the research results. Quirkos 2.3.1 application was used for qualitative analysis of three interviews.