The role of cybersecurity and trust on customers’ continuous usage of mobile money in Cameroon

The rapid growth of mobile money in Africa has been led by a rise in cyberattacks, including account hacking, fraud, and data breaches, which threaten user trust and financial inclusion. This study investigates how cybersecurity measures influence customers’ trust and the continuous use of mobile money in Cameroon, focusing on the mediating role of trust. Using Partial Least Squares Structural Equation Modeling (PLS-SEM) on survey data from 273 households, the findings reveal that process-based trust, derived from repeated positive experiences, and active monitoring of risks by operators significantly enhance continuous usage, while institutional trust and certain regulatory actions have limited effect. These results highlight a paradoxical dynamic: mobile money usage continues to grow despite high exposure to cyber threats and weakened institutional trust, driven by perceived value, service convenience, and proactive risk management. By integrating multidimensional aspects of both trust and cybersecurity, this study provides novel insights into the key drivers of sustained mobile money adoption in high-risk digital environments, offering practical implications for operators, regulators, and policymakers seeking to strengthen user confidence and service reliability.