An Empirical Study of Mobile Commerce and Customers Security Perception in Saudi Arabia

Abstract

Digital transformation of businesses has seen tremendous growth recently, moreover, COVID-19 has increased online shopping. However, it is important for businesses that customers’ online shopping experience is secure and joyful. In this paper, customers’ security perception regarding some leading mobile commerce applications in Saudi Arabia is explored. Our survey questions focused on three aspects, namely: Consumer rating, trustworthiness, and credit card security. The results highlight that consumers perceive that mobile commerce applications in Saudi Arabia need further improvement in security. In this work, a model to improve customers’ security perception in Saudi Arabia is presented. This model can be generalized to other geographical regions as well. The model outlines different actions for practitioners and policymakers that help in improving security infrastructure, authentication mechanisms, and trustworthiness.