User experience of utilising contactless payment technology in Saudi Arabia during the COVID-19 pandemic. Issue 2 (3rd July 2021)

• Record Type: Journal Article
• Authors: Shishah, Wesam; Alhelaly, Soha
• Is Part Of: Journal of decision systems. Volume 30:Issue 2/3(2021)
• Page Start: 282
• Page End: 299
• Publication Date: 2021-07-03
• Subjects: Contactless technology -- contactless payments -- COVID-19 -- coronavirus -- user experience (UX); Decision support systems -- Periodicals; Management information systems -- Periodicals; Information resources management -- Periodicals; Information storage and retrieval systems -- Periodicals; Management -- Communication systems -- Periodicals; Decision support systems; Information resources management; Information storage and retrieval systems; Management -- Communication systems; Management information systems; Periodicals; 658.40305
• DOI: 10.1080/12460125.2021.1890315
• Languages: English
• ISSNs: 1246-0125

Abstract

ABSTRACT: Contactless payments are being increasingly used with people demonstrating their interest in the payment technologyby waving or tapping their cards and devices at point-of-sale (POS) terminals across the world to make purchases. Eventhough the shift to contactless payments systems was already taking place before the COVID-19 outbreak, it is essential tostudy if the current crisis has accelerated this transformation. In this study, an online survey was used to examine the experience ofutilizing contactless payment technology in Saudi Arabia during the COVID-19 outbreak. We also investigated the factors thatcould affect this experience. The results showed that positive experiences in utilizing contactless payment technology have increased after the start of the COVID-19 pandemic. Furthermore, the study showed that health safety and hygiene were the mainreasons for using contactless technology for payment during the coronavirus crisis, while the security of transactions was the mainconcern in not using it for payments.