Building trust in internet banking: a trustworthiness perspective

2015 ◽  
Vol 115 (2) ◽  
pp. 235-252 ◽  
Author(s):  
Pay Ling Yu ◽  
M S Balaji ◽  
Kok Wei Khong
Keyword(s):  
Internet Banking ◽  
Shared Values ◽  
Banking Services ◽  
Content Type ◽  
Trust Theory ◽  
Pls Analysis ◽  
Trusting Beliefs ◽  
Internet Banking Services ◽  
The Relationship

Purpose – Based on the trust theory, the purpose of this paper is to empirically examine the role of trustworthiness and trust in users’ intentions to continue using internet banking. Further, the authors position the trust beliefs of competence, benevolence, integrity, and shared values as key antecedents of trustworthiness and trust. Design/methodology/approach – A questionnaire survey was used to collect responses from 227 actual users of internet banking in Malaysian context. A PLS analysis was conducted to explore the relationships between trusting beliefs, trustworthiness, trust, and internet banking use. Findings – Empirical findings show that trusting beliefs of consistency, integrity, and shared values determine the trustworthiness and trust in internet banking. Moreover, trust was found to mediate the relationship between trustworthiness and internet banking use. Practical implications – The study findings help managers understand the factors that determine Malaysia users trust and trustworthiness perceptions in internet banking. With reports indicated increase in internet banking use in Malaysia, the study findings provide important insights into enhancing users’ trust in internet banking for future transactions. Originality/value – Unlike previous studies that have largely focussed on technology factors, this study based on trust theory proposes that trust is important for users to continue using internet banking services. In developing this trust, the authors propose that trustworthiness is of vital importance. Further, the authors propose and show that trusting beliefs of competence, integrity and shared values influence user trustworthiness and trust in internet banking use. Thus, this study extends the understanding of the internet banking use in Malaysian context.

scholarly journals New perspectives on the role of customer satisfaction and commitment in promoting customer citizenship behaviours

2018 ◽  
Vol 21 (1) ◽  
Author(s):  
Estelle Van Tonder ◽  
Leon T. De Beer
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Internet Banking ◽  
Consumer Advocacy ◽  
Banking Services ◽  
Customer Commitment ◽  
Helping Behaviour ◽  
Internet Banking Services ◽  
The Relationship

Background: It is widely accepted that the relationship quality dimensions of customer satisfaction and commitment may impact on customer citizenship behaviour. The positive effect of customer satisfaction on customer commitment is also undisputed within the relationship marketing literature. Aim: It was the aim of this study to examine the extent to which customer commitment mediates and strengthens the relationship between customers’ perceived satisfaction and their citizenship behaviour. In the context of Internet banking, the study aimed to examine the extent to which customer’s commitment towards the service provider (the bank) strengthens the relationship between satisfaction with the service provided (Internet banking) and customer citizenship behaviour (consumer advocacy and the helping of other customers). Setting: The study was conducted in the South African Internet banking environment, which could benefit from a model of factors contributing to customer citizenship behaviour, specifically the sub-dimensions of consumer advocacy and helping behaviour. Methods: A descriptive and quantitative research design was followed and the survey responses obtained from 491 existing users of Internet banking services were used in the analysis. Results: Following the structural equation model results, the direct relationships between all constructs were confirmed. Customer commitment, however, has only a partial mediating effect on the relationships between customer satisfaction and the sub-dimensions of consumer advocacy and helping behaviour. Conclusions: From a theoretical perspective, the research findings provide more insight into the role of customer satisfaction and commitment in contributing to customer citizenship behaviour and the extent to which both relationship quality factors are needed in order to do so. From a practical perspective, banks should adapt their marketing strategies to facilitate greater relationships with customers responsible for citizenship behaviours. Customers promoting the benefits of the service to other customers and helping them to use the service may ultimately contribute to greater adoption and use of Internet banking services.

The post-adoption behavior of internet banking users through the eyes of self-determination theory and expectation confirmation model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Samar Rahi ◽  
Majeed Mustafa Othman Mansour ◽  
Malek Alharafsheh ◽  
Mahmoud Alghizzawi
Keyword(s):  
Internet Banking ◽  
Self Determination ◽  
Financial Advisors ◽  
Research Model ◽  
Continuance Intention ◽  
Banking Services ◽  
Content Type ◽  
Use Of Internet ◽  
Internet Banking Services ◽  
Expectation Confirmation

PurposeIn this era of digital technology, the banking sector has revolutionized its operations by using web-based Internet banking services. However, the success of these financial services is dependent on Internet banking user continuance intention instead of initial adoption. The current study develops a theoretical framework based on three well-known theories, namely the expectation–confirmation theory, self-determination theory (SDT) and the commitment trust theory, to investigate Internet banking user continuance intention towards use of Internet banking services.Design/methodology/approachFollowing positivist paradigm, a research survey was conducted towards Internet banking users of commercial banks. In response, 355 valid observations were retrieved and used for data analysis. For data analysis, this study has used a latest statistical approach, namely structural equation modelling (SEM).FindingsThis study has confirmed that factors underpinning the commitment trust theory, SDT and expectation–confirmation model have significant impact on Internet banking user continuance intention. The research model explained 68.4% of variance in determining Internet banking user continuance intention, which is substantial. The effect size analysis (f2) indicates that perceived usefulness is the most important factor among all other exogenous variables. The predictive relevance of the research model was found substantial Q2 50.3%. These findings confirmed that the research model has substantial power to predict Internet banking user continuance intention.Practical implicationsFrom a managerial perspective, findings of this research give deeper insight into financial advisors, bank managers and policy- makers to understand human motivation and expectation–confirmation factors in order to retain customers and gain return on Information Technology (IT) investment. Additionally, results suggest that attention should be given on user trust, which in turn boosts user intention towards continuance use of Internet banking services. Extension of the self-determination framework contributes to theory and augments e-commerce literature, especially in a post-adoption setting.Originality/valueThere are several studies that investigate Internet banking user pre-adoption behaviour. Therefore, less is discussed about the Internet banking user’s post-adoption behaviour. Findings of this study help financial advisors to comprehensively understand which factor influences Internet banking user behaviour towards continue use of Internet banking services.

Econometric investigation of internet banking adoption in Greece

2014 ◽  
Vol 41 (4) ◽  
pp. 586-600 ◽  
Author(s):  
Georgia Giordani ◽  
Christos Floros ◽  
Guy Judge
Keyword(s):  
Technology Acceptance ◽  
Internet Banking ◽  
Demographic Characteristics ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Previous Experience ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Content Type ◽  
Internet Banking Services

Purpose – The purpose of this paper is to examine if high branch fees, branch dissatisfaction as well as any previous experience of Greek banking customers with other banking technologies (i.e. Automated Teller Machines (ATMs)) have any impact on the probability of internet banking adoption. Further, the authors comment on the socio-economic and demographic characteristics of Greek banking customers, which effect the decision to adopt internet banking services. Design/methodology/approach – The authors employed the logistic regression model to examine the probability of Greek customers adopting internet banking based on certain demographic characteristics but also due to high branch fees, any dissatisfaction with branch services or due to previous experience of electronic banking technologies (ATMs). Findings – After estimating a logistic model, the authors report that branch dissatisfaction and high branch fees have no impact to the internet banking adoption in Greece, therefore Greek customers prefer to visit branches and are willing to pay high fees for the transactions. However, the authors find that ATM users are more likely to adopt internet banking services in Greece. Research limitations/implications – The authors should employ a technology acceptance model, to test the effect of perceived ease-of-use, perceived usefulness and technology self-efficacy of customers on the probability of e-banking adoption. The authors should also examine other hypotheses using recent data from other European countries and compare the results with those from Greece. Practical implications – The findings are strongly recommended to Greek bank managers. Originality/value – The research is primarily motivated by the lack of similar studies to explain empirically the characteristics of Greek bank customers which affect the adoption of internet banking.

The role of religious norms, trust, importance of attributes and information sources in the relationship between religiosity and selection of the Islamic bank

2017 ◽  
Vol 8 (2) ◽  
pp. 158-186 ◽  
Author(s):  
Hardius Usman ◽  
Prijono Tjiptoherijanto ◽  
Tengku Ezni Balqiah ◽  
I. Gusti Ngurah Agung
Keyword(s):  
Information Source ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Traditional Group ◽  
Banking Services ◽  
Content Type ◽  
Conventional Banks ◽  
The Relationship ◽  
Intervening Variables

Purpose This paper aims to examine the assumption used in previous studies that all Muslims adopt and believe the same law on the prohibition of bank interest and to investigate the indirect effect of religiosity on customers’ decision for using Islamic banking services. Design/methodology/approach This study uses an exploratory approach and the natural experimental design with seemingly causal models. A total of 363 questionnaires were distributed to three groups of bank customers, i.e. Islamic banks customers, conventional banks customers and customers of both banks (121 respondents in each group). Findings The results show that the role of religiosity in the customers’ decision for using the Islamic banking services depends on religious norms variable. Religiosity affects the decision of customers in the traditional group, but it does not have any effect for the contemporary group. Other findings suggest that religiosity indirectly affects the decision for using the Islamic banks through intervening variables of trust and information source. Originality/value This is the first paper to investigate the relationship between religiosity and customers’ decision for using the Islamic banking services by considering the religious norm variable. This paper also examines indirect affects of religiosity to the Islamic banks’ choice through intervening variables of trust and information source.

Extension of technology continuance theory (TCT) with task technology fit (TTF) in the context of Internet banking user continuance intention

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Samar Rahi ◽  
Mubbsher Munawar Khan ◽  
Mahmoud Alghizzawi
Keyword(s):  
Internet Banking ◽  
Research Model ◽  
Continuance Intention ◽  
Banking Services ◽  
Content Type ◽  
Integrated Technology ◽  
Task Technology Fit ◽  
Use Of Internet ◽  
Internet Banking Services ◽  
Practical Implications

PurposeThe advancement in Internet technology has played a significant role in revolutionizing the Internet banking services. Therefore, little is discussed about factors that motivate technology user to continue the use of Internet banking services. The current study investigates Internet banking user continuance behavior toward the use of Internet banking services with the integration of two-well known information system (IS) theories namely task technology fit (TTF) and technology continuance theory (TCT).Design/methodology/approachThe research design of this study is based on positivist paradigm and followed quantitative research approach. Data were collected from 360 Internet banking users of commercial banks across Pakistan. The research model was tested with structural equation modeling (SEM).FindingsThe research model had explained 53.9% variance in Internet banking user continuance intention. Next to this, the predictive relevance of the research model was tested with Stone-Geisser's Q² values using blindfolding procedure. Results revealed that the newly developed integrated technology continuance research model has substantial power to predict Internet banking user continuance intention. Moreover, the effect size analysis revealed that factors like satisfaction and user expectation were the most important factors in determining Internet banking user continuance intention.Practical implicationsFor practical implications importance performance matrix analysis (IPMA) has used to see the importance and performance of the underpinned factors. Findings indicate that managers and policy makers should focus on user satisfaction, perceived usefulness and expectation confirmation in order to enhance the Internet banking user continuance intention toward the use of Internet banking services. Some of the ways banks can do this is to develop esthetic Internet banking website with charm of novelty, relevant information and smooth flows with less complex redirects.Originality/valueUnlike prior studies that focus on Internet banking user pre-adoption issues, the current study examines post-adoption issue of Internet banking users and investigates Internet banking user continuance intention. This study is significant as it integrates two-well known theories namely TCT and TTF in Internet banking user continuance intention and augments the IS literature by developing an integrated technology continuance model (TCM).

Adoption of internet banking services in Gujarat

2018 ◽  
Vol 36 (1) ◽  
pp. 147-169 ◽  
Author(s):  
Kiran J. Patel ◽  
Hiren J. Patel
Keyword(s):  
Social Influence ◽  
Service Providers ◽  
Internet Banking ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Banking Services ◽  
Content Type ◽  
Factors Influencing ◽  
Perceived Security ◽  
Internet Banking Services

Purpose The purpose of this paper is to validate the technology acceptance model (TAM) and its extended form to understand the factors influencing internet banking adoption in Gujarat. Design/methodology/approach Extended TAM incorporates perceived security and social influence, important variables in internet banking literature. Using a questionnaire survey, data relating to the variables are collected from 284 individuals who are/were using internet banking services and subjected to confirmatory factor analysis (CFA) to establish validity and structural equation modeling (SEM) to identify important factors influencing internet banking adoption. Findings The empirical results of SEM showed that the extended TAM has higher predictability than the TAM in internet banking settings. The results highlighted that the intention to use internet banking is positively influenced mainly by perceived security, followed by other significant factors, namely, perceived usefulness, perceived ease of use and social influence. Practical implications The findings of this paper enable internet banking service providers to develop/modify new/existing internet banking services in order to achieve higher adoption rates of internet banking. Originality/value Additional incorporated variables in a new model considerably contribute to improving the understanding of internet banking adoption in Gujarat.

Consumer attitude and behavioural intention towards Internet banking adoption in India

2015 ◽  
Vol 7 (1) ◽  
pp. 67-102 ◽  
Author(s):  
Irfan Bashir ◽  
Chendragiri Madhavaiah
Keyword(s):  
Perceived Risk ◽  
Internet Banking ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Website Design ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Content Type ◽  
Perceived Enjoyment ◽  
Internet Banking Services

Purpose – The purpose of this paper is to provide an insight into the determinants of the customers’ attitude and behavioural intention to use Internet banking services, paying special attention to the role of perceived risk, trust, enjoyment, website design and social influence. Design/methodology/approach – A research model grounded on the technology acceptance model (TAM) reflecting the effects of trust, perceived risk, perceived enjoyment, perceived website design and social influence on TAM constructs is proposed. The structural equation modelling technique is used to analyse a sample of 697 individual Internet banking users in India through an online survey. Findings – The results of data analysis confirm some of the hypotheses drawn from the literature. Consistent with some of the other studies, perceived usefulness, perceived ease of use, trust and perceived enjoyment are found to be immediate direct determinants of customers’ attitude towards using Internet banking. Attitude, perceived risk, perceived enjoyment and trust determine the customers’ behavioural intentions to use Internet banking. Although the direct effect of perceived website design is significant only on perceived ease of use, its indirect effects are significant on perceived usefulness, attitude and behavioural intentions. Furthermore, perceived enjoyment exerts both direct and indirect effects on perceived usefulness but exerts only direct effect on perceived ease of use. Research limitations/implications – Generalizability of the research is a practical limitation in consumer research studies and the present study is not an exception to that. The current study focused only on some technological, behavioural and attitudinal factors, and many customer-specific factors and other psychographic and behavioural factors such as cost, perceived value, service quality and satisfaction, which can provide more significant insight into the adoption process, are not a part of the scope of the study. Practical implications – This research specifies the implications in three perspectives, viz., theoretical, methodological and managerial. Furthermore, this study provides the practical recommendations to enhance customer trust and guidelines to reduce perceived risk. The most significant implication for the banking sector is that apart from offering useful and user-friendly services, they need to build a trusting relationship with customers. Originality/value – This study extends existing body of Internet banking literature by incorporating trust and risk perceptions. The effects of website design and perceived enjoyment on Internet banking acceptance have been examined and were found to be significant in the Indian context. In addition, it enables us to contribute to the current literature on the emerging Indian Internet banking services (IBS) market, which is largely under-researched.

Examining consumer participation on brand microblogs in China: perspectives from elaboration likelihood model, commitment–trust theory and social presence

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Zheshi Bao ◽  
Dongdong Wang
Keyword(s):  
Social Presence ◽  
Elaboration Likelihood Model ◽  
Moderating Effect ◽  
Elaboration Likelihood ◽  
Content Type ◽  
Trust Theory ◽  
Likelihood Model ◽  
The Relationship ◽  
Community Commitment

Purpose Brand microblogs have been adopted as a new approach to promote products or services and maintain relationships with consumers for companies, but literature on why consumers are willing to participate on these microblogs is still relatively limited. The purpose of this study is to examine factors affecting consumers’ participation on brand microblogs and then indicate the underlying mechanism of this process based on elaboration likelihood model (ELM), commitment–trust theory and social presence. Design/methodology/approach An online survey was conducted in China to investigate consumers who followed brand microblogs. A total of 380 valid responses were collected, and the data were analyzed by the partial least squares structural equation modeling to assess the proposed research model. Findings The findings show that argument quality and source credibility of a brand microblog are two important factors that enhance consumers’ community commitment and trust toward the microblog, which, in turn, promote their participation intention. In addition, social presence has a moderating effect on the relationship between trust toward brand microblog and participation. Originality/value This study extends the understanding regarding consumers’ information adoption processes in brand microblogs from both central and peripheral routes based on ELM. Besides, the role of trust in affecting consumers’ participation and community commitment in the context of brand microblog has been examined from a more detailed perspective. Finally, this paper better reveal the role of social presence in brand communities by focusing on its moderating effect on the relationship between commitment–trust and consumers’ participation. These findings can provide entrepreneurs with insights into strengthening consumers’ participation and operating their brand microblogs in the long-term.

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