Cybersecurity and trust formation in digital payment use behaviour in North India

Abstract This study examines key factors associated with digital payment systems use behaviour in India, focusing on effort expectancy, grievance redressal, trust, performance expectancy, perceived cybersecurity risks, and social influence. Additionally, it explores the moderating effects of cybercrime experience, education level, and age on these relationships. Survey data were collected from urban regions in North India, and structural equation modelling was employed to analyse the determinants of use behaviour among active users. The analysis reveals that effort expectancy, grievance redressal, and performance expectancy are positively associated with use behaviour. Trust did not exhibit a significant direct association with use behaviour; however, it is positively associated with performance expectancy and is associated with social influence and perceived cybersecurity risks. Cybercrime experience moderates the association between perceived cybersecurity risks and trust, highlighting heterogeneity in trust-formation pathways across user subgroups. This research offers new perspectives on the relationships among trust, cybersecurity concerns, and digital payment use behaviour. It is underpinned by a unique dataset collected from diverse urban regions in North India, offering a novel perspective on user behaviour and use determinants. The findings underscore the importance of mitigating cybersecurity risks and strengthening trust-related mechanisms to support sustained use, offering practical recommendations for policymakers and digital payment providers.