Predicting e-services adoption: a perceived risk facets perspective

  • Authors:

  • Mauricio S. Featherman;Paul A. Pavlou

  • Affiliations:

  • College of Business & Economics, Washington State University, Todd Hall 240C, Box 644729, Pullman, WA;Marshall School of Business, University of Southern California, 401M Bridge Hall, Los Angeles, CA

  • Venue:
  • International Journal of Human-Computer Studies - Special issue on HCI and MIS
  • Year:
  • 2003

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Abstract

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.