Predicting e-services adoption: a perceived risk facets perspective

Internet-delivered e-services are increasingly being made available to consumers; however, little is known about how consumers evaluate them for potential adoption. Past Technology Adoption Research has focused primarily on the positive utility gains attributable to system adoption. This research ex...

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Bibliographic Details
Published in:International journal of human-computer studies 2003-10, Vol.59 (4), p.451-474
Main Authors: Featherman, Mauricio S., Pavlou, Paul A.
Format: Article
Language:English
Subjects:
e-Services,SEM
Electronic information services
HCI
Internet
Perceived risk
Risk assessment
Risk facets
Technology adoption
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Summary:Internet-delivered e-services are increasingly being made available to consumers; however, little is known about how consumers evaluate them for potential adoption. Past Technology Adoption Research has focused primarily on the positive utility gains attributable to system adoption. This research extends that approach to include measures of negative utility (potential losses) attributable to e-service adoption. Drawing from Perceived Risk Theory, specific risk facets were operationalized, integrated, and empirically tested within the Technology Acceptance Model resulting in a proposed e-services adoption model. Results indicated that e-services adoption is adversely affected primarily by performance-based risk perceptions, and perceived ease of use of the e-service reduced these risk concerns. Implications of integrating perceived risk into the proposed e-services adoption model are discussed.
ISSN:1071-5819
1095-9300
DOI:10.1016/S1071-5819(03)00111-3