The relationship of web security with potential customers’ attitudes and behavioural intentions: A case study of e-wallet services in Ho Chi Minh city

Abstract

The purpose of the study is to examine the role of web security (WEBS) in the intention to use e-wallet services within the Theory of Perceived Risk (TPR) framework. The study was conducted in two phases: qualitative research involving focus group discussions and quantitative research using structural model testing (SEM). A sample of 431 potential customers using e-wallet services in Ho Chi Minh city was selected using the chain - referral sampling method to test the theoretical model. At the 95% of confidence level, the research results showed that all five hypotheses were statistically significant. Specifically, WEBS had positive effects on cognitive attitude (COGA) and affective attitude (AFFA). Furthermore, both attitude variables also had an impact on behavioural intention (BEHI) to use the service. In addition, WEBS had a direct impact on BEHI. Finally, based on the research results, several managerial implications are proposed for FinTech (financial technology) companies providing e-wallet services, particularly regarding the development of effective security policies to attract users.