The Effects of Trust and Perceived Risk on Users’ Acceptance of ICT Services

Abstract

The purpose of this paper is two-fold. First, we explore the precise impact of trust and perceived risk on the core constructs of UTAUT (Unified Theory of Acceptance and Use of Technology) and thereby delicately expands the model, building upon the previous studies, which are limited to proposing conceptual frameworks or validating only certain aspects of their casual relationships. Second, we apply UTAUT model to the novel ICT (information and communication technology) service context of CeDA (Certified electronic Document Authorities) service, which is different from the common application of UTAUT. In order to provide theoretical foundations to achieve the objectives, we investigate the accomplishments and theoretical developments of UTAUT.Our results largely support our hypotheses. Trust and perceived risk were shown to be direct antecedents of intention to use in UTAUT, while trust functions as an indirect antecedent through perceived risk, performance expectancy, and effort expectancy. Performance expectancy and social influence were shown to positively affect behavioral intention. Effort expectancy was not shown to positively affect behavioral intention because of the indication of survey subject pool. Effort expectancy was also shown to significantly influence performance expectancy. In addition, the combination of trust, perceived risk, performance expectancy, effort expectancy, and social influence accounted for 55.3% of the variances observed in users’ intention to use of CeDA service.Our research contributes to the precise exploration on how trust and perceived risk act on the core constructs of UTAUT. It deepens understanding on their relationships. It also contributes to the extended application of UTAUT, to the service sector beyond the traditional, technology goods.