The COVID-19 pandemic significantly accelerated the adoption of digital payment platforms, transforming them from optional conveniences into essential tools for daily financial transactions. While the initial surge in usage was largely driven by health concerns and contactless payment preferences, sustained usage in the post-pandemic period depends on deeper behavioural factors such as trust, satisfaction and habit formation. This study examines the transition from pandemic-induced adoption to habit formation and its influence on digital payment continuance intention in Bengaluru. Primary data were collected from 300 digital payment users through a structured questionnaire. The study analyzed key variables including perceived security, system reliability, customer trust, user satisfaction and habit formation. Statistical tools such as descriptive analysis, reliability testing, correlation, multiple regression and Structural Equation Modeling (SEM) were employed to evaluate direct and indirect relationships among variables. The findings reveal that perceived security and system reliability significantly strengthen customer trust and satisfaction, which subsequently contribute to habit formation. Habit formation emerged as a strong predictor of continuance intention, indicating that repeated positive usage experiences during and after the pandemic have transformed digital payments into routine financial behaviour. The study highlights that trust acts as a critical mechanism in converting initial pandemic-driven adoption into long-term engagement. The research offers valuable insights for digital payment service providers, financial institutions and policymakers seeking to sustain digital payment growth by reinforcing trust, enhancing system performance and fostering habitual usage patterns in post-pandemic digital ecosystems.
Digital Payment Platforms, Post-COVID Adoption, Habit Formation, Customer Trust, Continuance Intention, FinTech, Bengaluru.
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