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Customers' Perceived Risk and Trust in Using Mobile Money Services—an Empirical Study of Ghana

Author

Listed:
  • Ibn Kailan Abdul-Hamid

    (University of Professional Studies, Accra, Ghana)

  • Aijaz A. Shaikh

    (University of Jyväskylä, Jyväskylä, Finland)

  • Henry Boateng

    (University of Technology Sydney, Ultimo, Australia)

  • Robert E. Hinson

    (University of Ghana and University of the Free State Business School, Accra, Ghana)

Abstract

Although mobile money (MM) has been explored in the existing literature, the roles of trust and risk in MM use have received little attention from researchers. Furthermore, many of the existing studies have treated these constructs as unidimensional. The extant literature also shows that perceived risk has received little attention from researchers who have conducted studies on MM. Thus, the objective of this study is to examine the roles of trust and perceived risk in customers' intent to adopt MM services in Ghana. Both trust and perceived risk were broken down into various dimensions. The study involved 671 respondents who were selected via an intercept approach and an online survey. Structural equation modelling was used to test the study's hypotheses. The findings show that perceived risk is negatively associated with customers' intent to use MM services and economy-based trust. Trust in service providers and economy-based trust are positively associated with customers' intent to use MM services. The implications of the findings are provided in the latter part of this study.

Suggested Citation

  • Ibn Kailan Abdul-Hamid & Aijaz A. Shaikh & Henry Boateng & Robert E. Hinson, 2019. "Customers' Perceived Risk and Trust in Using Mobile Money Services—an Empirical Study of Ghana," International Journal of E-Business Research (IJEBR), IGI Global, vol. 15(1), pages 1-19, January.
    • Handle: RePEc:igg:jebr00:v:15:y:2019:i:1:p:1-19
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    Citations

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    Cited by:

    1. Michael Humbani, 2021. "Understanding Perceived Risks in Proximity Mobile Payment Adoption in South Africa and the Mediating Effect of Perceived Value," International Review of Management and Marketing, Econjournals, vol. 11(6), pages 10-20.
    2. Joanna Ejdys & Aleksandra Gulc, 2020. "Trust in Courier Services and Its Antecedents as a Determinant of Perceived Service Quality and Future Intention to Use Courier Service," Sustainability, MDPI, vol. 12(21), pages 1-18, October.
    3. Waqar Younas & K. Ramanathan Kalimuthu, 2021. "Telecom microfinance banking versus commercial banking: a battle in the financial services sector," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(2), pages 67-80, June.
    4. Ivan Rivadeneyra & Daniel D. Suthers & Ruben Juarez, 2022. "Mobile money networks with tax-incentives," Palgrave Communications, Palgrave Macmillan, vol. 9(1), pages 1-14, December.
    5. Bair, Sabrine & Miquel-Florensa, Josepa & Ozyilmaz, Hakan, 2024. "Two-Sided Financial Technology Underadoption: Experimental Evidence from Jordan," TSE Working Papers 24-1582, Toulouse School of Economics (TSE).
    6. Zhong, Junying & Chen, Tiao, 2023. "Antecedents of mobile payment loyalty: An extended perspective of perceived value and information system success model," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    7. Munish Gupta & Sanjay Taneja & Vikas Sharma & Amandeep Singh & Ramona Rupeika-Apoga & Kshitiz Jangir, 2023. "Does Previous Experience with the Unified Payments Interface (UPI) Affect the Usage of Central Bank Digital Currency (CBDC)?," JRFM, MDPI, vol. 16(6), pages 1-23, May.
    8. L. Vimal Raj & S. Amilan & K. Aparna & Karthick Swaminathan, 2024. "Factors influencing the adoption of cashless transactions during COVID-19: an extension of enhanced UTAUT with pandemic precautionary measures," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(2), pages 488-507, June.

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