An integrated framework for understanding information disclosure behaviour in mobile payment services

Privacy concerns persist when consumers disclose information, impacting mobile payment services diffusion. However, information disclosure is inevitable in mobile payment services. According to the privacy paradox, users’ willingness to disclose information is governed by assessing perceived risks and associated benefits. This study investigates the role of structural assurance and trust in reducing users’ sensitivity to information disclosure in mobile payment services. A conceptual model is proposed by employing communication privacy management theory and privacy trust behavioural intention as overarching theoretical guidance. Based on the analysis of 339 valid responses, using partial least square structural equation modelling (PLS-SEM), the assessment suggests that structural assurance can boost privacy and security perception to enhance users’ trust in mobile payment services. Trust reduces perceived risks and information sensitivity, positively influencing information disclosure. A thorough understanding of privacy concerns can contribute to improved service and system development, efficient utilisation of collected data, and identification of appropriate data management solutions that ensure data subjects’ privacy protection. The insights may further help practitioners craft communication strategies and derive privacy policies to facilitate better diffusion of mobile payment services.