Factors influencing mobile wallet apps continuance usage intention: does personal interaction avoidance matter under the COVID-19 pandemic?

Purpose The purpose of this study is to examine the continuance intention to use m-wallets apps. This study also examines the moderating role of personal interaction avoidance. Design/methodology/approach A quantitative research approach with an online questionnaire was used to collect the empirical data from Jordanian users. Findings The data were analysed using structural equation modelling that largely supported the postulated hypotheses that citizens continued use of m-wallets apps is significantly and positively influenced by most factors proposed. Conversely, the impact of attitude and personal innovativeness was not supported. Originality/value This study presents empirical evidence on the vital dimensions that need to be taken into account by service providers, designers and developers in their endeavours to motivate users to use m-wallets apps.