During the COVID-19 pandemic, the use of e-services increased, bringing a better choice of technologies and services. Nevertheless, these services require the use of sensitive personal data, which increased the level of risk because of potential privacy and security breaches. As a result, citizens are more concerned about their privacy, security, and personal data protection. The SOTERIA project aims to provide a secure and user-driven solution. This study aims to identify barriers and key points related to citizens when using digital systems for data interoperability.

Both qualitative and quantitative approaches were applied in order to identify and measure citizens’ general needs regarding the tool to be developed within the context of SOTERIA. The questionnaire was distributed throughout the three European countries under study: Austria, Romania, and Spain, with 400 responses collected in each country. The distribution of sex, age, occupation and educational level was representative in the entire sample.

This study corroborates the critical role of perceived security in the intention to adopt new technologies. In addition, to trust and being consistent with the extant literature on technology adoption/acceptance, perceived benefits and usefulness also play a crucial role in driving attitudes and behavioral intention to adopt digital data wallet (DDW). Our findings show that perceived ease of use, the user’s belief of having no difficulty using the technology (i.e., DDW), is a significant predictor of consumers’ intentions to use DDW. Our qualitative data from both the in-depth interviews and focus groups also revealed convenience, being comfortable, and/or less time and energy needed to use DDW in comparison to one’s current situation, to be a determinant of perceived benefits. Transparency, which provides consumers with knowledge of how firms manage their personal information, was also viewed as important among our participants in both in-depth interviews and focus groups. Our findings corroborate previous studies that report the control of privacy concerns, or the extent to which consumers believe they can manage the flow of information, feel comfortable and enhance their perceived view of privacy or lower privacy concerns.

Our qualitative studies confirmed that trust, or consumers’ expectation of how data will be handled in the future plays an important role in influencing the intention of DDW adoption.