When Information Matters Most: How ESG Quality, Credibility, and Trust Shape End-Users’ Acceptance of Low-Altitude Services
When Information Matters Most: How ESG Quality, Credibility, and Trust Shape End-Users’ Acceptance of Low-Altitude Services

Summary/Abstract: The dissemination of misinformation about environmental, social, and governance (ESG) practices is particularly relevant in environments where sustainability is crucial, as misleading ESG information can undermine users’ trust and impede the adoption of truly sustainable low-altitude services (e.g., drone delivery). To bridge this gap, this study uses an extended AI Device Use Acceptance (AIDUA) framework, incorporating the Information Adoption Model (IAM), to analyse how the credibility and quality of ESG information affect end-users’ expectations and trust, which in turn influence whether they are willing to adopt or reject low-altitude services. For this purpose, data from a survey of 304 Chinese respondents were used to evaluate the hypotheses using partial least squares structural equation modelling (PLS-SEM). The results demonstrate that ESG quality (H1a: β = 0.364, p < 0.00, H1b: β = 0.725, p < 0.00) and credible information (H2a: β = 0.484, p < 0.00, H2b: β = 0.215, p < 0.00) favourably influence performance and effort expectations. These positively significant efforts (H3: β = 0.222, p < 0.00) and performance (H4: β = 0.630, p < 0.00) expectations build trust, which, in turn, positively affects the willingness to use low-altitude services (H5: β = 0.704, p < 0.00). However, hypothesis H6 was not significant in this relationship. The findings of this research advance the literatureon technology and service management by elucidating the impact of high-quality, credible information on decision-making behaviour.

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