Trust-building mechanism for promoting mobile payments' continued use by small businesses in a developing country: tackling the perceived risk issue

Sahid Susilo Nugroho () and Widya Paramita ()
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Sahid Susilo Nugroho: Universitas Gadjah Mada
Widya Paramita: Universitas Gadjah Mada

Journal of Financial Services Marketing, 2024, vol. 29, issue 3, No 16, 936-945

Abstract: Abstract Previous studies have generally assumed that perceived benefits and perceived risks independently influence trust and the continued usage intention of M-payment. Building upon the trust and customer-perceived value concept, perceived benefits should be able to compensate for perceived risks associated with the use of M-payment. Through a survey completed by 1133 small business owners in Indonesia, this study found that the influence of perceived risk on continued usage intention of M-payment is valid only when it is mediated by trust. Moreover, the negative influence of perceived risk on trust and continued use intention cannot be reduced by the perceived benefits of M-payment. Therefore, to promote the continued usage intention of M-payment, its stakeholders should focus their efforts on eliminating the perceived risks and improving the trust of small business owners.

Keywords: Perceived risk; Perceived benefits; Trust; Mobile payment; Continuance usage intention (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1057/s41264-023-00245-5

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