The influence of consumer trust on the drivers of electronic wallet transactions

Abstract

Purpose: This study aims to analyze the relationship between consumer trust and the transactions carried out involving Fintech apps, such as electronic wallets. The context of this paper is the use of these applications in Peru, where the focus is on studying variables such as perceived quality and user experience as predictors, perceived risk as a moderator and electronic word-of-mouth as a dependent variable of consumer trust.

Design/Methodology/Approach: To obtain the required data, an online survey was distributed to 386 individuals between the ages of 18 and 40 who reside in the Lima Metropolitan area and have used e-wallets in the last 3 months. To calculate the sample size, the simple random sampling technique was used and a descriptive analysis of the data was carried out using JASP. Additionally, SmartPLS was used to measure validity, consistency, and hypothesis testing.

Findings: The model shows acceptable internal consistency; furthermore, it has acceptable convergent validity and most of the items do not demonstrate collinearity. In general terms, it has acceptable discriminant validity. Hypotheses 1, 2, and 4 are accepted, and are related to perceived quality, user experience, and electronic word-of-mouth, respectively.

Originality: The contribution made by this research is by addressing the knowledge gap caused by the lack of studies on consumer trust in Fintech applications in Peru. The importance of these topics lies in the accelerated evolution and widespread use of digital wallets, and thus the study of these variables is relevant for the contribution of knowledge in the field and the reinforcement of their use.