Security concerns and trust in the adoption of m-commerce

Abstract

Purpose – to deeply examine customer perception on how the determinants of trust and perceived risk affect their intention to adopt mobile commerce. Design/methodology/approach – literature review, conceptual framework, modelling method, quantitative survey methodology (questionnaire instrument). Findings – the perception of risk in terms of privacy, m-payments, m-commerce legislation and quality of delivered products has negative effect on the intention to adopt mobile commerce, good reputation of online vendors, enticing promises, good encryption security and transparency, reduces the effect of risk and increases the intention to use m-commerce. The availability of easy to understand and find policies has positive effect on the intention to use m-commerce. When customers feel free of risks and have high level of trust in the intention to use mobile commerce, they actually adopt it. Research limitation/implications – this empirical research contributed to the theory by exploring the factors that influence or deter the adoption of m-commerce. However, the UTAUT model, simple random sampling method and case studies on how online vendors perform towards this topic are worth exploring by future researchers. Practical implications – the research results show that mobile technology manufacturers and developers should improve both software and wireless network security, online vendors should improve their online reputation, transparency, and mobile website navigation. Lawmakers should improve m-commerce legislation to better protect customers in case of dispute with online vendors. Originality/value – previous researchers have never focused solely and in-depth on the determinants of perceived risk and trust. Moreover, this object had never been examined in the Greek Population.