Perceived Risk, Structural Assurance and Trust in Mobile Payments
Main Article Content
Keywords
Trust, mobile payment, perceived risk, structural assurance, intention to adopt
Abstract
Mobile technologies have emerged as a new business phenomenon as a result of the increasing popularity of mobile devices and the proliferation of mobile technologies. A number of marketing research studies have focused on the identification of the background and consequences of mobile commerce, thus enabling m-commerce service providers to design appropriate marketing strategies. This paper’s major contributions are the importance of trust in adopting mobile payments under the influence of perceived risk and structural assurance, as well as the identification of business-related factors that affect mobile trust. A quantitative study was carried out, with 175 valid auto-administered questionnaires collected and analysed using structural equations modelling. The analysis results indicate the positive effect of perceived risk and structural assurance in mobile trust on mobile payment adoption intention. It is important to raise managers’ awareness of preserving the security of services in order to develop mobile trust. Also, to reduce the perceived risk associated with mobile financial transactions, managers need to provide basic insurance for customers in order to defend their transactions in the event of fraud or a particular problem.
Downloads
Download data is not yet available.
References
Abraouz, F. Z., & Chakir, K. (2020). Adéquation entre entrepreneuriat coopératif et développement durable, Étude des aspects coopératifs dans la région Souss-Massa. Revue Internationale des Sciences de Gestion, 3, 2. https://revue-isg.com/index.php/home/article/view/252
Aldás‐Manzano, J., Lassala‐Navarré, C., Ruiz‐Mafé, C., & Sanz‐Blas, S. (2009). Key drivers of internet banking services use. Online Information Review. https://doi.org/10.1108/14684520910985675
Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005). Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study. Journal of Marketing, 69(4), 133–152. https://doi.org/10.1509/jmkg.2005.69.4.133
Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of business research, 59(7), 866–875. https://doi.org/10.1016/j.jbusres.2006.01.021
Bermeo Giraldo, M. C., Benjumea-Arias, M. L., Valencia-Arias, A., & Montoya-Restrepo, I. A. (2021). Factors determining the use and acceptance of mobile banking in Colombia. Journal of Telecommunications the Digital Economy, 9(4), 44–47. https://doi.org/10.18080/jtde.v9n4.391
Chaix, L., & Torre, D. (2015). Le double rôle du paiement mobile dans les pays en développement. Revue économique, 703–727. https://doi.org/10.3917/reco.664.0703
Chaudhuri, A., & Holbrook, M. B. (2002). Product-class effects on brand commitment and brand outcomes: The role of brand trust and brand affect. Journal of Brand Management, 10(1), 33–58. https://doi.org/10.1057/palgrave.bm.2540100
Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern methods for business research, 295(2), 295–336. https://doi.org/10.1007/978-3-031-06374-9_2
Chouk, I. (2005). Déterminants de la confiance du consommateur vis-à-vis d’un marchand internet non familier: une approche par le role des tiers (Doctoral dissertation, Paris 9). Paris 9. Retrieved from https://www.theses.fr/2005PA090047
Chandra, S., Srivastava, S. C., & Theng, Y. L. (2010). Evaluating the role of trust in consumer adoption of mobile payment systems: An empirical analysis. Communications of the Association for Information Systems, 27, 1529–3181. https://doi.org/10.17705/1CAIS.02729
Dounia, D., & Fatine, B. (2020). Proposition d’un modèle explicatif de l’adoption du service «Sans contact». Information Systems Management Innovation, 4(2), 4–16. https://doi.org/10.34874/IMIST.PRSM/ISMI/28599
Eastin, M. S. (2002). Diffusion of e-commerce: an analysis of the adoption of four e-commerce activities. Telematics informatics, 19(3), 251–267. https://doi.org/ 10.17705/1CAIS.02729
Fernandes, V. (2012). En quoi l’approche PLS est-elle une méthode a (re)-découvrir pour les chercheurs en management? M@n@gement, 15(1), 102–123. https://hal.archives-ouvertes.fr/hal-00827984
Fornell, C. L., & David F (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
Gefen, D., Karahanna, E., & Straub, D. W. (2003). Inexperience and experience with online stores: The importance of TAM and trust. IEEE Transactions on engineering management, 50(3), 307–321. https://doi.org/10.1109/TEM.2003.817277
Gold, A. H., Malhotra, A., & Segars, A. H. (2001). Knowledge management: An organizational capabilities perspective. Journal of management information systems, 18(1), 185–214. https://doi.org/10.1080/07421222.2001.11045669
Guibert, N. (1999). La confiance en marketing: fondements et applications. Recherche et Applications en Marketing, 14(1), 1–19.
Guibert, N., Paris, H., Rech, J., & Claudin, C. (2009). Identification of thrust force models for vibratory drilling. International Journal of Machine Tools Manufacture, 49(9), 730–738. https://doi.org/10.1177/076737019901400101
Gurviez, P., & Korchia, M. (2002). Proposition d’une échelle de mesure multidimensionnelle de la confiance dans la marque. Recherche et Applications en Marketing, 17(3), 41–61. https://doi.org/10.1177/076737010201700304
Hair Jr, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European business review. https://doi.org/10.1108/EBR-10-2013-0128
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural equation modeling: a multidisciplinary journal, 6(1), 1–55. https://doi.org/10.1080/10705519909540118
Huang, Y., Wang, X., & Wang, X. (2020). Mobile payment in China: Practice and its effects. Asian Economic Papers, 19(3), 1–18. https://doi.org/10.1162/asep_a_00779
Hwang, Y., & Kim, D. J. (2007). Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust. 43(3), 746–760. https://doi.org/10.1016/j.dss.2006.12.008
Jarvenpaa, S. L., Tractinsky, N., & Vitale, M. (1999). Consumer trust in an Internet store: A cross-cultural validation. Journal of Computer-Mediated Communication, 5(2), JCMC526. https://doi.org/10.1111/j.1083-6101.1999.tb00337.x
Lee, T. (2005). The impact of perceptions of interactivity on customer trust and transaction intentions in mobile commerce. Journal of Electronic Commerce Research, 6(3), 165. http://ojs.jecr.org/jecr/sites/default/files/06_3_p01.pdf
Liébana-Cabanillas, F., Marinkovic, V., de Luna, I. R., & Kalinic, Z. (2018). Predicting the determinants of mobile payment acceptance: A hybrid SEM-neural network approach. Technological Forecasting Social Change, 129, 117–130. https://doi.org/10.1016/j.techfore.2017.12.015
Malaquias, R. F., & Hwang, Y. (2016). An empirical study on trust in mobile banking: A developing country perspective. Computers in human behavior, 54, 453–461. https://doi.org/10.1177/0266666915616164
McKnight, D. H., Choudhury, V., & Kacmar, C. (1995). Affect-and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of management journal, 38(1), 24–59. https://doi.org/10.5465/256727
McKnight, D. H. C., & Norman L. (2002). The impact of initial consumer trust on intentions to transact with a web site: a trust building model. The journal of strategic information systems, 11(3–4), 297–323. https://doi.org/10.1016/S0963-8687(02)00020-3
Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International journal of electronic commerce, 7(3), 101–134. https://doi.org/10.1080/10864415.2003.11044275
Rana, N. P., Barnard, D. J., Baabdullah, A. M., Rees, D., & Roderick, S. (2019). Exploring barriers of m-commerce adoption in SMEs in the UK: Developing a framework using ISM. International Journal of Information Management, 44, 141–153. https://doi.org/10.1016/j.ijinfomgt.2018.10.009
Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of management review, 23(3), 393–404. https://doi.org/10.5465/amr.1998.926617
Sawadogo, A. D., Sawadogo, Z., Ataky, S., Askia, K. M., Roland, K., & Boussim, I. (2022). Preliminary Investigation of Mobile Banking Attacks in West Africa: Feedback from Orange Money Customers in Burkina Faso. Paper presented at the International Conference on e-Infrastructure and e-Services for Developing Countries. https://doi.org/ 10.1007/978-3-031-06374-9_2
Srivastava, S. C., Chandra, S., & Theng, Y. L. (2010). Evaluating the role of trust in consumer adoption of mobile payment systems: An empirical analysis. Communications of the Association for Information systems, 27, 561–588. https://hal.archives-ouvertes.fr/hal-00537097/
Tournois, N., & Cheikho, A. (2015). L’impact des facteurs d’adoption des innovations sur la relation banque-client dans le contexte mobile. Congrès IAE France.
Touzani, M., & Driss, F. B. (2007). Sécurité perçue et fréquentation des points de vente: proposition d’une échelle de mesure et étude d’impact. 10ème Colloque Etienne Thil, La Rochelle, France. Retrieved from https://www.researchgate.net/publication/260170996_Securite_percue_et_frequentation_des_points_de_vente_proposition_d’une_echelle_de_mesure_et_etude_d’impact
Tritah, S., & Daoud, M. (2021). The conceptual and theoretical foundations of the PLS structural equation method. International Journal of Accounting, Finance, Auditing, Management and Economics, 2(1), 378-395. https://doi.org/10.5281/zenodo.4474527
Veijalainen, J. (2007). Developing Mobile Ontologies; who, why, where, and how? 2007 International Conference on Mobile Data Management. https://doi.org/10.1109/MDM.2007.85
Wang, W. T., Ou, W. M., & Chen, W. Y. (2019). The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective. International Journal of Information Management, 44, 178–193. https://doi.org/10.1016/j.ijinfomgt.2018.10.011
Wang, Y. D., & Emurian, H. H. (2005). An overview of online trust: Concepts, elements, and implications. Computers in human behavior, 21(1), 105–125. https://doi.org/10.1016/j.chb.2003.11.008
Wetzels, M., Odekerken-Schröder, G., & Van Oppen, C. (2009). Using PLS path modeling for assessing hierarchical construct models: Guidelines and empirical illustration. MIS quarterly, 177–195. https://doi.org/10.2307/20650284
Xin, H., Techatassanasoontorn, A. A., & Tan, F. B. (2013). Exploring the influence of trust on mobile payment adoption. https://aisel.aisnet.org/pacis2013/143
Yousafzai, S., Pallister, J., & Foxall, G. (2009). Multi-dimensional role of trust in Internet banking adoption. The Service Industries Journal, 29(5), 591–605. https://doi.org/10.1080/02642060902719958
Zhani, N., Mouri, N., & Ahmed, T. (2022). The role of mobile value and trust as drivers of purchase intentions in m-servicescape. Journal of Retailing Consumer Services, 68, 103060. https://doi.org/10.1016/j.jretconser.2022.103060
Zhou, T. (2011). Examining the critical success factors of mobile website adoption. Online Information Review. https://doi.org/10.1108/14684521111161972
Aldás‐Manzano, J., Lassala‐Navarré, C., Ruiz‐Mafé, C., & Sanz‐Blas, S. (2009). Key drivers of internet banking services use. Online Information Review. https://doi.org/10.1108/14684520910985675
Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005). Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study. Journal of Marketing, 69(4), 133–152. https://doi.org/10.1509/jmkg.2005.69.4.133
Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of business research, 59(7), 866–875. https://doi.org/10.1016/j.jbusres.2006.01.021
Bermeo Giraldo, M. C., Benjumea-Arias, M. L., Valencia-Arias, A., & Montoya-Restrepo, I. A. (2021). Factors determining the use and acceptance of mobile banking in Colombia. Journal of Telecommunications the Digital Economy, 9(4), 44–47. https://doi.org/10.18080/jtde.v9n4.391
Chaix, L., & Torre, D. (2015). Le double rôle du paiement mobile dans les pays en développement. Revue économique, 703–727. https://doi.org/10.3917/reco.664.0703
Chaudhuri, A., & Holbrook, M. B. (2002). Product-class effects on brand commitment and brand outcomes: The role of brand trust and brand affect. Journal of Brand Management, 10(1), 33–58. https://doi.org/10.1057/palgrave.bm.2540100
Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern methods for business research, 295(2), 295–336. https://doi.org/10.1007/978-3-031-06374-9_2
Chouk, I. (2005). Déterminants de la confiance du consommateur vis-à-vis d’un marchand internet non familier: une approche par le role des tiers (Doctoral dissertation, Paris 9). Paris 9. Retrieved from https://www.theses.fr/2005PA090047
Chandra, S., Srivastava, S. C., & Theng, Y. L. (2010). Evaluating the role of trust in consumer adoption of mobile payment systems: An empirical analysis. Communications of the Association for Information Systems, 27, 1529–3181. https://doi.org/10.17705/1CAIS.02729
Dounia, D., & Fatine, B. (2020). Proposition d’un modèle explicatif de l’adoption du service «Sans contact». Information Systems Management Innovation, 4(2), 4–16. https://doi.org/10.34874/IMIST.PRSM/ISMI/28599
Eastin, M. S. (2002). Diffusion of e-commerce: an analysis of the adoption of four e-commerce activities. Telematics informatics, 19(3), 251–267. https://doi.org/ 10.17705/1CAIS.02729
Fernandes, V. (2012). En quoi l’approche PLS est-elle une méthode a (re)-découvrir pour les chercheurs en management? M@n@gement, 15(1), 102–123. https://hal.archives-ouvertes.fr/hal-00827984
Fornell, C. L., & David F (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
Gefen, D., Karahanna, E., & Straub, D. W. (2003). Inexperience and experience with online stores: The importance of TAM and trust. IEEE Transactions on engineering management, 50(3), 307–321. https://doi.org/10.1109/TEM.2003.817277
Gold, A. H., Malhotra, A., & Segars, A. H. (2001). Knowledge management: An organizational capabilities perspective. Journal of management information systems, 18(1), 185–214. https://doi.org/10.1080/07421222.2001.11045669
Guibert, N. (1999). La confiance en marketing: fondements et applications. Recherche et Applications en Marketing, 14(1), 1–19.
Guibert, N., Paris, H., Rech, J., & Claudin, C. (2009). Identification of thrust force models for vibratory drilling. International Journal of Machine Tools Manufacture, 49(9), 730–738. https://doi.org/10.1177/076737019901400101
Gurviez, P., & Korchia, M. (2002). Proposition d’une échelle de mesure multidimensionnelle de la confiance dans la marque. Recherche et Applications en Marketing, 17(3), 41–61. https://doi.org/10.1177/076737010201700304
Hair Jr, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European business review. https://doi.org/10.1108/EBR-10-2013-0128
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural equation modeling: a multidisciplinary journal, 6(1), 1–55. https://doi.org/10.1080/10705519909540118
Huang, Y., Wang, X., & Wang, X. (2020). Mobile payment in China: Practice and its effects. Asian Economic Papers, 19(3), 1–18. https://doi.org/10.1162/asep_a_00779
Hwang, Y., & Kim, D. J. (2007). Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust. 43(3), 746–760. https://doi.org/10.1016/j.dss.2006.12.008
Jarvenpaa, S. L., Tractinsky, N., & Vitale, M. (1999). Consumer trust in an Internet store: A cross-cultural validation. Journal of Computer-Mediated Communication, 5(2), JCMC526. https://doi.org/10.1111/j.1083-6101.1999.tb00337.x
Lee, T. (2005). The impact of perceptions of interactivity on customer trust and transaction intentions in mobile commerce. Journal of Electronic Commerce Research, 6(3), 165. http://ojs.jecr.org/jecr/sites/default/files/06_3_p01.pdf
Liébana-Cabanillas, F., Marinkovic, V., de Luna, I. R., & Kalinic, Z. (2018). Predicting the determinants of mobile payment acceptance: A hybrid SEM-neural network approach. Technological Forecasting Social Change, 129, 117–130. https://doi.org/10.1016/j.techfore.2017.12.015
Malaquias, R. F., & Hwang, Y. (2016). An empirical study on trust in mobile banking: A developing country perspective. Computers in human behavior, 54, 453–461. https://doi.org/10.1177/0266666915616164
McKnight, D. H., Choudhury, V., & Kacmar, C. (1995). Affect-and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of management journal, 38(1), 24–59. https://doi.org/10.5465/256727
McKnight, D. H. C., & Norman L. (2002). The impact of initial consumer trust on intentions to transact with a web site: a trust building model. The journal of strategic information systems, 11(3–4), 297–323. https://doi.org/10.1016/S0963-8687(02)00020-3
Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International journal of electronic commerce, 7(3), 101–134. https://doi.org/10.1080/10864415.2003.11044275
Rana, N. P., Barnard, D. J., Baabdullah, A. M., Rees, D., & Roderick, S. (2019). Exploring barriers of m-commerce adoption in SMEs in the UK: Developing a framework using ISM. International Journal of Information Management, 44, 141–153. https://doi.org/10.1016/j.ijinfomgt.2018.10.009
Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of management review, 23(3), 393–404. https://doi.org/10.5465/amr.1998.926617
Sawadogo, A. D., Sawadogo, Z., Ataky, S., Askia, K. M., Roland, K., & Boussim, I. (2022). Preliminary Investigation of Mobile Banking Attacks in West Africa: Feedback from Orange Money Customers in Burkina Faso. Paper presented at the International Conference on e-Infrastructure and e-Services for Developing Countries. https://doi.org/ 10.1007/978-3-031-06374-9_2
Srivastava, S. C., Chandra, S., & Theng, Y. L. (2010). Evaluating the role of trust in consumer adoption of mobile payment systems: An empirical analysis. Communications of the Association for Information systems, 27, 561–588. https://hal.archives-ouvertes.fr/hal-00537097/
Tournois, N., & Cheikho, A. (2015). L’impact des facteurs d’adoption des innovations sur la relation banque-client dans le contexte mobile. Congrès IAE France.
Touzani, M., & Driss, F. B. (2007). Sécurité perçue et fréquentation des points de vente: proposition d’une échelle de mesure et étude d’impact. 10ème Colloque Etienne Thil, La Rochelle, France. Retrieved from https://www.researchgate.net/publication/260170996_Securite_percue_et_frequentation_des_points_de_vente_proposition_d’une_echelle_de_mesure_et_etude_d’impact
Tritah, S., & Daoud, M. (2021). The conceptual and theoretical foundations of the PLS structural equation method. International Journal of Accounting, Finance, Auditing, Management and Economics, 2(1), 378-395. https://doi.org/10.5281/zenodo.4474527
Veijalainen, J. (2007). Developing Mobile Ontologies; who, why, where, and how? 2007 International Conference on Mobile Data Management. https://doi.org/10.1109/MDM.2007.85
Wang, W. T., Ou, W. M., & Chen, W. Y. (2019). The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective. International Journal of Information Management, 44, 178–193. https://doi.org/10.1016/j.ijinfomgt.2018.10.011
Wang, Y. D., & Emurian, H. H. (2005). An overview of online trust: Concepts, elements, and implications. Computers in human behavior, 21(1), 105–125. https://doi.org/10.1016/j.chb.2003.11.008
Wetzels, M., Odekerken-Schröder, G., & Van Oppen, C. (2009). Using PLS path modeling for assessing hierarchical construct models: Guidelines and empirical illustration. MIS quarterly, 177–195. https://doi.org/10.2307/20650284
Xin, H., Techatassanasoontorn, A. A., & Tan, F. B. (2013). Exploring the influence of trust on mobile payment adoption. https://aisel.aisnet.org/pacis2013/143
Yousafzai, S., Pallister, J., & Foxall, G. (2009). Multi-dimensional role of trust in Internet banking adoption. The Service Industries Journal, 29(5), 591–605. https://doi.org/10.1080/02642060902719958
Zhani, N., Mouri, N., & Ahmed, T. (2022). The role of mobile value and trust as drivers of purchase intentions in m-servicescape. Journal of Retailing Consumer Services, 68, 103060. https://doi.org/10.1016/j.jretconser.2022.103060
Zhou, T. (2011). Examining the critical success factors of mobile website adoption. Online Information Review. https://doi.org/10.1108/14684521111161972
Article Sidebar
Published
Dec 28, 2022
Article Details
How to Cite
Sahli Sassi, A., Hammami, H., & Ben Lallouna Hafsia, H. (2022). Perceived Risk, Structural Assurance and Trust in Mobile Payments. Journal of Telecommunications and the Digital Economy, 10(4), 41–56. https://doi.org/10.18080/jtde.v10n4.619
Issue
Section
Digital Economy & Society
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Copyright Telecommunications Association Inc.
Author Biographies
Afef Sahli Sassi, University of Manouba
Assistant at FSEGT
PhD in Marketing University of Manouba
Address: Univ. Manouba, ESCT, UR13ES55, University Campus of Manouba, 2010, Tunisia
Laboratory: Marketing Methods
Hanéne Hammami, Université de Tunis El Manar
Assistant at FSEGT
PhD in Marketing University of Manouba
Address: Univ. Manouba, ESCT, UR13ES55, University Campus of Manouba, 2010, Tunisia
Laboratory: Marketing Methods
Hajer Ben Lallouna Hafsia, University of Manouba
Professor at the Higher School of Commerce of Tunis
University of Manouba
Address: Univ. Manouba, ESCT, UR13ES55, University Campus of Manouba, 2010, Tunisia
Laboratory: Marketing Methods
