Building trust in cybernetic payment network: Insights from an emerging economy

Abstract

This study investigates customers' trust and behavioural intentions regarding the use of cybernetic payment network services in an emerging country, focusing on perceived quality, system quality, and perceived image. Data from 324 respondents in Bangladesh were collected via a self-administered Google survey form distributed through email, WhatsApp, and Messenger using purposive sampling. The SmartPLS-4 software was used to assess construct validity and hypothesized path coefficients. Results indicate that perceived quality, system quality, and image significantly influence perceived trust in cybernetic payment network services. Additionally, perceived trust and system quality positively impact behavioural intention to use these services. Furthermore, perceived trust mediates the relationship between behavioural intention and system quality, perceived quality, and image. The study underscores the importance for cybernetic payment network service providers to enhance perceived quality, system quality, and perceived image to foster trust and promote adoption. It highlights the pivotal role of trust in driving customers' intention to adopt these services, urging providers to prioritize efforts in building trust among users. This study contributes to the limited literature on the impact of perceived quality, system quality, and perceived image on customers' inclination to use cybernetic payment network services, offering valuable insights for bank managers and policymakers to formulate effective strategies for sustaining innovation and enhancing adoption rates.

Keywords

• Behavioural intention
• Perceived trust
• Customer service
• Cybernetic payment network
• Emerging economy
• PLS-SEM