Khía cạnh thời gian và ý định tiếp tục sử dụng thương mại di động vai trò của rủi ro cảm nhận và an toàn cảm nhận

MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH CITY NGUYEN HUU KHOI TIME PERSPECTIVE AND CONTINUANCE INTENTION TO USE MOBILE COMMERCE: THE DUAL ROLE OF PERCEIVED RISK AND SECURITY DISSERTATION Ho Chi Minh city – 2020 MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH CITY NGUYEN HUU KHOI TIME PERSPECTIVE AND CONTINUANCE INTENTION TO USE MOBILE COMMERCE: THE DUAL ROLE OF PERCEIVED RISK AND SECURITY Major : Business administration Code : 9340101 DISSERTATION Academic advisors: PROF DR NGUYỄN ĐÔNG PHONG DR LÊ NHẬT HẠNH Ho Chi Minh city – 2020 i DECLARATION OF AUTHENTICITY This thesis is the result of work done during the period of registration and is wholly the work of the author Nguyen Huu Khoi ii ACKNOWLEDGMENTS I would like to thank my first supervisor, Professor Nguyen Dong Phong, for making me a better reader, a better thinker, and a better writer I am also grateful to my second supervisor Doctor Le Nhat Hanh for her challenging observations on my ideas and proposals Their constant guidance, invaluable suggestions and deep insights in research have immensely shaped this thesis This dissertation would never have been written without their kind and patient assistance I am very grateful also to Doctor Ho Huy Tuu (Nha Trang University) and Professor Svein Ottar Olsen (School of Business and Economics, UiT The Arctic University of Norway) for their help with the valuable comments, suggestions, and ideas I would also like to thank you to my colleagues and friends, who have given encouragement and advice I am especially thankful to my wife, Thai Thi Hoai Thu, for her support and understanding The thesis is dedicated to my beloved parents who support me all my life Nguyen Huu Khoi iii TABLE OF CONTENT Declaration of authenticity .i Acknowledgments ii Table of content .iii List of abbreviations .vi List of tables vii List of figures .viii Abstract ix CHAPTER - INTRODUCTION 1.1 Definition of key terms 1.2 Research background 1.3 Justification for the current research 1.4 Research objectives and research questions 1.5 Research methodology and scope 1.6 Research contributions .10 1.7 Research structure 11 1.8 Research limitations 12 1.9 Summary 13 CHAPTER - LITERATURE REVIEW 14 2.1 Mobile commerce and its advantages 14 2.2 Continuance intention to use mobile commerce 17 2.3 Mobile commerce adoption in Vietnamese enterprises 19 2.4 Previous studies on mobile commerce in a Vietnam and international context 24 2.4.1 Previous studies on mobile commerce context in a Vietnam context24 2.4.2 Previous studies on mobile commerce in an international context 32 2.4.3 Individual difference variables in mobile commerce research and consideration of future consequences 41 2.4.4 Perceived risk and perceived security in mobile service adoption 44 iv 2.5 Conclusion of the literature review 46 2.6 The selection of Vietnam as a research context for the current study 47 2.7 Summary 49 CHAPTER - HYPOTHESES DEVELOPMENT .50 3.1 Theoretical frameworks to connect consideration of future consequences, perceived risk and security and continuance intention to use mobile commerce 50 3.1.1 Regulatory focus theory 50 3.1.2 Regulatory fit theory .52 3.2 Research hypotheses and research model 54 3.2.1 Consideration of future consequences-Immediate versus consideration of future consequences-Future .54 3.2.2 Perceived risk vs security and continuance intention to adopt mobile commerce .55 3.2.3 The relationships between time perspective and perceived risk versus perceived security 59 3.2.4 The moderating effects of CFCs .60 3.2.5 Proposed research model and hypotheses .63 3.3 Summary 64 CHAPTER - RESEARCH METHOD 65 4.1 Research process 65 4.2 Pilot study 68 4.2.1 Questionnaire design .68 4.2.2 Cronbach’s Alpha testing results .75 4.3 The main study 86 4.3.1 Data collection 86 4.3.2 Data analysis method 90 4.4 Summary 93 CHAPTER - DATA ANALYSIS AND RESULTS 95 v 5.1 Validation of measures: reliability and validity 95 5.1.1 First-order and reflective – reflective second-order constructs 95 5.1.2 Reflective - formative second-order construct 104 5.2 Checking for common method bias 105 5.3 The strategy for testing the proposed moderating effects 106 5.3.1 Product indicator approach 106 5.3.2 Orthogonalizing approach .106 5.3.3 Two-stage approach 107 5.3.4 Justification for selecting the two-state approach in the current study .108 5.4 Testing hypotheses by applying PLS-SEM 108 5.4.1 Research model quality 109 5.4.2 The direct effects 109 5.4.3 The moderating effects 110 5.4.4 Testing for asymmetric impact 111 5.4.5 Post-hoc analysis 112 5.4.6 The summarization of hypothesis testing results 113 5.5 Hypothesis testing results summary 115 5.6 Discussion 117 5.7 Summary 120 CHAPTER - CONCLUSIONS AND IMPLICATIONS 121 6.1 Conclusion .121 6.2 Theoretical implications 121 6.3 Practical implications .127 6.4 Limitations and future research 129 6.5 Summary 130 List of author’s published papers .1 REFERENCES APPENDICES .27 vi vii LIST OF ABBREVIATIONS CFC CFC-Future CFC-Immediate CMB DTPB EC IDT MC MISS PLS-SEM SCT PR PS TAM TTF TPB TRA Consideration of future consequences Consideration of future consequences - Future Consideration of future consequences - Immediate Common method bias Decomposed Theory of Planned Behavior Electronic commerce Innovation diffusion theory Mobile commerce Information systems success Partial least square structural equation modeling Social cognitive theory Perceived risk Perceived security Technology acceptance model Task – technology fit Theory of planned behavior Theory of reasoned action The unified theory of acceptance and use of UTAUT technology The extended unified theory of acceptance and use of UTAUT2 VIF technology Variance inflation factor viii LIST OF TABLES Table 1-1: Definition of key terms used in the present research Table 2-1: Mobile commerce advantages over electronic commerce 15 Table 2-2: Previous studies on mobile commerce in a Vietnam context .25 Table 2-3: Some widely adopted theories of adoption 33 Table 3-1: The summary of regulatory focus theory 51 Table 3-2: Summarization of proposed hypotheses .63 Table 4-1: Constructs measurement 70 Table 4-2: Cronbach's Alpha testing results 76 Table 4-3: Final items of the questionnaire 82 Table 4-4: Respondents' characteristic 89 Table 5-1: Cronbach's Alpha and composite reliability 96 Table 5-2: Factor loadings and average variance extracted 97 Table 5-3: Fornell-Larcker and Heterotrait-Monotrait criterion 103 Table 5-4: Convergent testing results of reflective-formative second-order construct 105 Table 5-5: The direct effect testing results 109 Table 5-6: The moderating effect testing results 110 Table 5-7: Testing the relative importance of direct effects 111 Table 5-8: ANOVA analysis results 112 Table 5-9: Summary of path analysis testing results 114 Table 5-10: Summary of hypothesis testing results .115 Venkatesh, V., M.G Morris, G.B Davis and F.D Davis, 2003 User acceptance of information technology: toward a unified view MIS Quarterly, 27(3): 425-478 Venkatesh, V., J.Y Thong and X Xu, 2012 Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology MIS Quarterly: 157-178 Vladimir, Z., 1996 Electronic commerce: structures and issues International Journal of Electronic Commerce, 1(1): 3-23 Walczuch, R., H Lundgren, 2004 Psychological antecedents of institution-based consumer trust in e-retailing Information & Management, 42(1): 159-177 Wang, W., E.W Ngai and H Wei, 2012 Explaining instant messaging continuance intention: the role of personality International Journal of Human-Computer Interaction, 28(8): 500-510 Wei, T.T., G Marthandan, Chong, A Y -L., Ooi, K -B and S Arumugam, 2009 What drives Malaysian m-commerce adoption? 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Cách trả lời … Hầu hết câu hỏi có đoạn giới thiệu ngắn trước bắt đầu câu hỏi thực Một vài câu hỏi tương tự nhau, Anh/Chị trả lời giống khác tùy thuộc vào đánh giá thân Trước trả lời câu hỏi, Anh/Chị vui lòng đọc đoạn giới thiệu câu hỏi cách kỹ Đối với câu hỏi, Anh/Chị bạn lựa chọn trả lời cách đánh (X) thang đo từ (hồn tồn khơng đồng ý) đến (hồn tồn đồng ý) = Hồn tồn khơng đồng ý; = Rất không đồng ý; = Hơi không đồng ý; = Trung dung; = Hơi đồng ý; = Rất đồng ý; = Hoàn toàn đồng ý Cảm ơn Anh/Chị dành thời gian trả lời! PHẦN 1: KHẢO SÁT Câu 1: Anh/Chị vui lòng cho biết mức độ đồng ý phát biểu sau liên quan đến việc sử dụng thương mại di động Tơi hình dung việc sử dụng TMDĐ tương lai, cố gắng đạt điều việc sử dụng TMDĐ hàng ngày Tôi tham gia TMDĐ để đạt lợi ích tương lai Tôi sẵn sàng bỏ qua niềm vui lợi ích trước mắt sử dụng TMDĐ để đạt lợi ích lâu dài Tơi nghĩ cần đề phòng kết tiêu cực TMDĐ kết tiêu cực xuất tương lai Tôi nghĩ nên thực hành vi TMDĐ có kết quan trọng tương lai hành vi TMDĐ có kết quan trọng Khi định TMDĐ, nghĩ việc định ảnh hưởng đến tương lai Việc sử dụng TMDĐ thường bị ảnh hưởng kết tương lai Tôi sử dụng TMDĐ để thỏa mãn nhu cầu trước mắt, vấn đề tương lai giải sau Việc sử dụng TMDĐ bị tác động kết ngắn hạn (tính theo ngày theo tuần) Sự thuận tiện yếu tố quan trọng việc sử dụng TMDĐ Tôi thường bỏ qua cảnh báo hậu tiêu cực tương lai việc sử dụng TMDĐ nghĩ vấn đề giải trước muộn Tôi nghĩ bỏ qua việc sử dụng TMDĐ không cần thiết vấn đề tương lai giải sau Tơi sử dụng TMDĐ để giải vấn đề trước mắt, vấn đề tương lai xử lý sau Đối với tôi, hoạt động TMDĐ thường ngày đem lại kết cụ thể quan trọng hoạt động TMDĐ mang lại kết tương lai Câu 2: Anh/Chị suy nghĩ hoạt động thương mại điện tử thiết bị di động vui lòng cho biết mức độ đồng ý phát biểu sau Ai sử dụng tài khoản TMDĐ để xem thông tin giao dịch Ai sử dụng tài khoản TMDĐ tơi để mua hàng Ai đánh cắp tài khoản TMDĐ Website TMDĐ truyền thông tin giao dịch khơng xác Thơng tin giao dịch TMDĐ bị chỉnh sửa Website TMDĐ ghi nhận thông tin giao dịch không Tôi đặt hàng qua TMDĐ lỗi hệ thống Tơi khơng thể đặt hàng qua TMDĐ lỗi sở liệu 7 7 1 1 2 2 3 3 4 4 5 5 6 6 7 7 Tôi đặt hàng qua TMDĐ lỗi mạng Website TMDĐ sử dụng chữ kí số Pháp luật bảo hộ chữ kí số TMDĐ Định danh website TMDĐ đáng tin cậy Câu 3: Anh/Chị suy nghĩ hoạt động thương mại điện tử thiết bị di động vui lòng cho biết mức độ đồng ý phát biểu sau TMDĐ không phù hợp để chi tiền giao dịch Chi tiền cho giao dịch TMDĐ không sáng suốt Tơi khơng nhận từ TMDĐ tương xứng với số tiền bỏ TMDĐ không mang lại giá trị tương xứng với số tiền bỏ Tôi lo lắng TMDĐ không hoạt động kì vọng Tơi lo lắng TMDĐ khơng mang lại lợi ích kì vọng Mua hàng website TMDĐ có nhiều rủi ro Tôi không người bán website TMDĐ hoạt động kì vọng Tơi kiểm sốt thơng tin tốn sử dụng TMDĐ Thông tin cá nhân bị sử dụng ý muốn sử dụng TMDĐ Tội phạm mạng chiếm quyền kiểm sốt tài khoản TMDĐ tơi TMDĐ khơng phù hợp với hình ảnh cá nhân Sử dụng TMDĐ dẫn đến ảnh hưởng mặt tâm lý TMDĐ làm người khác nghĩ tiêu cực TMDĐ dẫn đến tổn thất mặt xã hội (hình ảnh, danh tiếng, …) Sử dụng TMDĐ làm thời gian chuyển sang phương thức toán khác Sử dụng TMDĐ, thời gian khắc phục lỗi liên quan đến toán TMDĐ dẫn đến việc tiêu tốn thời gian khơng hiệu TMDĐ làm tiêu tốn nhiều thời gian gây lãng phí thời gian Câu hỏi 4: Anh/Chị suy nghĩ hoạt động thương mại điện 7 7 7 7 7 2 2 3 3 4 4 5 5 6 6 7 7 7 7 tử thiết bị di động vui lòng cho biết mức độ đồng ý phát biểu sau Tôi dự định gia tăng việc sử dụng TMDĐ tương lai Tôi dự định tiếp tục sử dụng TMDĐ tương 7 lai Tơi khuyến khích nhiều người khác sử dụng TMDĐ PHẦN 2: THƠNG TIN KHÁC Anh/ Chị vui lòng cho biết giới tính: Nam  Nữ  Anh/Chị sinh năm: Anh/Chị thuộc nhóm nghề nghiệp: Sinh viên  Nhân viên doanh nghiệp quốc doanh  Nhân viên công ty tư nhân  Tự kinh doanh  Khác  Anh chị thuộc nhóm thu nhập (VNĐ): Dưới triệu  triệu – 10 triệu  Từ 15 triệu  Trân trọng cảm ơn Anh/Chị! 10 triệu – 15  APPENDIX B: FORMULA FOR CALCULATING CRONBACH’S ALPHA, COMPOSITE RELIABILITY AND AVERAGE VARIANCE EXTRACTED Cronbac h' s Alpha α= M ∗´r (1)Notes: r´ : represents the average correlation 1+ ( M −1 )∗´r of the first-order constructs; M: the number of first-order construct M pc = (∑ ) (∑ ) ∑ i =1 M i =1 li + li M (2) var ( e i ) Note: l i: refers to the loading of the lower order construct i of a specific higher order construct measured with M lower order constructs (i = 1, , M); e i is the measurement error of lower order construct i; var(e i) refers to the variance of the measurement error, which is defined as 1−l 2i M ∑ l 2i AVE = i=1 (3) M l Note: i: refers to the loading of the lower order construct i of a specific higher order construct measured with M lower order constructs (i = 1, , M) APPENDIX C: COMMON LATENT FACTOR ANALYSIS The result of Harmon’s one-factor test Extraction Sums of Squared Initial Eigenvalues Component 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 % of Total 10.55 6.00 3.00 2.79 2.18 1.95 1.85 1.44 1.34 1.21 1.11 1.01 0.93 0.80 0.77 0.67 0.60 0.57 0.56 0.54 0.52 0.50 0.48 0.47 0.44 0.42 0.42 0.40 0.38 0.38 0.37 0.33 0.33 Variance 21.54 12.25 6.12 5.70 4.46 3.98 3.77 2.93 2.74 2.47 2.26 2.07 1.89 1.63 1.57 1.37 1.22 1.17 1.13 1.10 1.05 1.02 0.97 0.95 0.90 0.86 0.85 0.82 0.78 0.77 0.75 0.68 0.67 Loadings % of Cumulative Cumulative % 21.54 33.79 39.91 45.60 50.06 54.04 57.81 60.74 63.48 65.95 68.21 70.28 72.17 73.80 75.37 76.74 77.96 79.13 80.26 81.36 82.41 83.44 84.41 85.36 86.26 87.13 87.98 88.79 89.57 90.34 91.09 91.77 92.44 Total 10.55 Variance 21.54 % 21.54 Extraction Sums of Squared Initial Eigenvalues Component 34 35 36 37 38 39 40 41 42 43 44 45 46 47 % of Total 0.32 0.31 0.29 0.29 0.27 0.26 0.25 0.23 0.22 0.22 0.20 0.20 0.18 0.17 Variance 0.66 0.63 0.59 0.59 0.55 0.53 0.51 0.48 0.46 0.45 0.41 0.40 0.37 0.35 Loadings % of Cumulative Cumulative % 93.10 93.73 94.32 94.91 95.46 95.99 96.49 96.97 97.43 97.88 98.29 98.69 99.05 99.40 Total Variance % (Source: author’s calculation) The result of common latent factor analysis Constructs and indicators Substantive R1 factor Latent Factor loadings (R1) loading (R2) CFC-Immediate (CFCI) (Joireman et al., 2012, Strathman et al., 1994) I only use mobile commerce to 0.75*** 0.56 0.05 satisfy immediate R2 0.00260 concerns, figuring the future will take care of itself (CFCI1) My mobile commerce activities are 0.77*** 0.59 0.09 0.00828 0.89*** 0.78 0.02 0.00023 0.78*** 0.07 0.00462 only influenced by the immediate (i.e., a matter of days or weeks) outcomes of my actions (CFCI2) My convenience is a big factor in my mobile commerce activities (CFCI3) I think that sacrificing mobile 0.6 Constructs and indicators Substantive R1 Latent factor Factor loadings (R1) loading (R2) R2 commerce activities now is usually unnecessary since future outcomes can be dealt with at a later time (CFCI5) I only use mobile commerce to 0.92*** 0.84 -0.08* 0.00672 0.81*** 0.66 -0.07 0.00518 outcomes (CFCI7) CFC-Future (CFCF) (Joireman et al., 2012, Strathman et al., 1994) I consider how mobile commerce’s 0.87*** 0.76 -0.06 0.00303 satisfy immediate concerns, figuring that I will take care of future problems that may occur at a later date (CFCI6) Since my day-to-day mobile commerce activities have specific outcomes, it is more important to me than activities mobile that have commerce distant benefits might be in the future, and try to archive those benefits with my day-to-day of using mobile commerce (CFCF1) Often, I engage in a mobile 0.84*** 0.7 0.03 0.00090 0.79*** 0.62 0.02 0.00026 commerce activity in order to achieve outcomes that may not result for many years (CFCF2) I am willing to sacrifice my immediate happiness or well-being of using mobile commerce Constructs and indicators Substantive R1 R2 Latent factor Factor loadings (R1) loading (R2) activities in order to achieve future outcomes (CFCF3) I think it is more important to make 0.81*** 0.66 0.00000 0.82*** 0.67 0.00000 0.75*** 0.56 0.01 0.00012 consequences (CFCF7) Financial Risk (FR) (Featherman and Pavlou, 2003, Kim et al., 2005) 0.79*** 0.63 0.044 Mobile commerce would be an 0.0019 a mobile commerce decision with important distant consequences than a mobile commerce decision with less important immediate consequences (CFCF5) When I make a mobile commerce decision, I think about how it might affect me in the future (CFCF6) My mobile commerce activities are generally influenced by future inappropriate way to spend my money (FR1) The money I would make on 0.83*** 0.70 -0.06 0.0036 wise (FR2) I will not get my money’s worth 0.86*** 0.75 -0.063 0.0040 from mobile commerce (FR3) Mobile commerce would 0.88*** 0.79 0.1** 0.0100 (FR4) Performance Risk (PER) (Featherman and Pavlou, 2003, Kim et al., 2005) I worry mobile commerce will not 0.9*** 0.81 -0.07* 0.00504 mobile commerce would not be not provide value for the money I spent perform as they are supposed to (PER1) Constructs and indicators Substantive R1 factor Latent R2 Factor loadings (R1) loading (R2) I worry mobile commerce will not 0.77*** 0.59 0.1* 0.00903 provide the level of benefits as I expect (PER2) A lot of risks would be involved 0.9*** 0.8 -0.06 0.00325 0.76*** 0.57 0.04 0.00152 expected (PER4) Privacy Risk (PrR) (Featherman and Pavlou, 2003, Kim et al., 2005) Using mobile commerce, I will lose 0.8*** 0.64 0.02 0.00036 with purchasing items on mobile commerce (PER3) I am not confident about mobile commerce vendors to perform as control over my payment information (PrR1) Using mobile commerce, my 0.85*** 0.72 0.02 0.00058 0.87*** 0.75 -0.04 0.00185 personal information would be used without my knowledge (PrR2) Internet criminals might take control of my account if I use mobile commerce (PrR3) Psychological Risk (PSR) (Featherman and Pavlou, 2003, Kim et al., 2005) Mobile commerce will not fit in 0.91*** 0.83 0.01 0.00005 well with my self-image or selfconcept (PSR1) The usage of mobile commerce 0.91*** 0.83 -0.01 0.00005 for me (PSR2) Social Risk (SR) (Featherman and Pavlou, 2003, Kim et al., 2005) Mobile commerce will negatively 0.94*** 0.88 -0.05* 0.00260 would lead to a psychological loss affect the way others think of you (SR1) Constructs and indicators Substantive R1 factor R2 Latent Factor loadings (R1) loading (R2) Using mobile commerce would 0.9*** 0.82 0.05* 0.00240 lead to a social loss for me (SR2) Time Risk (TR) (Featherman and Pavlou, 2003, Kim et al., 2005) Using mobile commerce, I will lose 0.84*** 0.7 0.00002 0.87*** 0.76 -0.01 0.00006 errors (TR2) Mobile commerce could lead to an 0.85*** 0.73 0.03 0.00090 inefficient use of my time (TR3) Mobile commerce will take too 0.79*** 0.62 -0.02 0.00044 (TR4) Perceived Confidentiality (PC) (Hartono et al., 2014) Someone uses my mobile 0.8*** 0.64 -0.03 0.00073 time switching to a different payment method (TR1) Using mobile commerce, I will waste a lot of time fixing payments much time or be a waste of time commerce ID to read my transactional informationR (PC1) Someone uses my mobile 0.84*** 0.71 0.00000 commerce ID to make order R (PC1) Someone steals my mobile 0.89*** 0.79 0.00001 commerce ID R (PC1) The site transmits my transactional 0.79*** 0.63 0.03 0.00078 information accurately (PI1) My transactional information is 0.84*** 0.7 0.03 0.00078 alteredR (PI2) The site records my transactional 0.72*** 0.51 -0.03 0.00090 information incorrectlyR (PI3) Perceived Availability (PA) (Hartono et al., 2014) I cannot order due to system 0.78*** 0.61 0.05 0.00212 failureR (PA1) Constructs and indicators Substantive R1 factor Latent R2 Factor loadings (R1) loading (R2) I cannot order due to database 0.89*** 0.79 -0.09* 0.00740 failureR (PA2) I cannot order due to network 0.82*** 0.67 0.04 0.00152 failureR (PA3) Perceived Non-Repudiation (PNR) (Hartono et al., 2014) 0.91*** 0.84 The site uses digital signature -0.047 0.0022 (PNR1) The legislation backs up the digital 0.88*** 0.79 0.113** 0.0128 signature (PNR2) The identity of 0.92*** 0.86 -0.034 0.0012 trustworthy (PNR3) Continuance intention to use mobile commerce (UMC) (Chong, 2015) I intend to increase my use of 0.9*** 0.81 -0.01 0.00008 this site is mobile commerce in the future (UMC1) I intend to continue my use of 0.85*** 0.73 0.07** 0.00548 0.94*** 0.88 -0.06** 0.00397 0.001 0.002 mobile commerce in the future (UMC2) I will strongly recommend others to use mobile commerce (UMC3) Average Notes: *** p < 0.001; ** p < 0.01; * p < 0.05 (Source: author’s calculation) 0.84 0.71 ... quan hệ rủi ro cảm nhận, an toàn cảm xi nhận ý định tiếp tục sử dụng thương mại di động Luận án có đóng góp quan trọng việc khám phá tác động CFC-Immediate CFC-Future đến ý định tiếp tục sử dụng. .. tục sử dụng thương mại di động đánh đổi cảm nhận rủi ro cảm nhận an toàn cảm nhận Từ khóa: Xem xét kết tương lai; rủi ro cảm nhận an toàn cảm nhận; ý định tiếp tục; tác động trực tiếp, bất đối... CFC-Immediate CFC-Future có vài trò quan trọng việc giải thích ý định tiếp tục sử dụng thương mại di động, vai trò biến số khác tác động bất đối xứng đến đến rủi ro cảm nhận an toàn cảm nhận tác động