A quantitative examination of the factors that influence users' perceptions of trust towards using mobile banking services

Khasawneh, Mohammad Hamdi Al; Hujran, Omar; Abdrabbo, Tariq

doi:10.1504/ijima.2018.090957

Cited by 19 publications

(12 citation statements)

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“…In addition, this study added perceived security and perceived privacy to the conceptual model due to their substantial roles in sensitive technological services that are related to financial dealings such as m-banking (e.g. Alabdan, 2017;Alkhaldi, 2016;Casalo et al, 2007;Finn et al, 2013;Khasawneh et al, 2018;Linck et al, 2006;Mashhour and Saleh, 2015).…”

Section: Conceptual Modelmentioning

confidence: 99%

An integrated model for m-banking adoption in Saudi Arabia

Baabdullah

Alalwan

Rana

et al. 2019

IJBM

100

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Purpose-This study aims to identify and examine the most important factors that could predict the Saudi customer's continued intention towards adoption of mobile banking. Design/methodology/approach-The proposed conceptual model was based on the Technology Acceptance Model (TAM) and Task-Technology Fit (TTF) model. This is also expanded by considering two additional factors: perceived privacy and perceived security. By using a self-administered questionnaire, the data was collected from a convenience sample of Saudi banking customers from different parts of Saudi Arabia. Findings-The main results based on structural equation modelling analyses supported the impact of perceived privacy, perceived security, perceived usefulness, and task-technology fit on the customers' continued intention to use mobile banking. Research limitations/implications-The moderation influence of the demographic factors (i.e. age, gender, income level, educational level) was not tested. The data was also collected using a self-report questionnaire; however, it would be more accurate to utilise more statistics from the bank database about the users of m-banking. Originality/value-This study represents a worthy attempt to test such novel technology (mbanking) in the KSA where there is a scarcity of literature. A considerable theoretical contribution was also made by integrating the TTF model with the TAM in addition to consider privacy and security in one single model. Moreover, considering both perceived privacy and security in the current model creates an accurate picture about the adoption of mbanking especially as there are a limited number of m-banking studies that have considered privacy and security alongside the TTF model and TAM in the same model.

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Section: Conceptual Modelmentioning

confidence: 99%

An integrated model for m-banking adoption in Saudi Arabia

Baabdullah

Alalwan

Rana

et al. 2019

IJBM

100

View full text Add to dashboard Cite

show abstract

“…The relationship between perceived risk and trust has been examined in previous research (Eiser et al, 2002;Liao et al, 2011;Zhou, 2013), including mobile payment services (Park et al, 2019). To be specific, scholars have found that users' trust in mobile payment services will decrease as they become more concerned about the higher risks associated with the financial aspects (Sarkar et al, 2020) and privacy (Khasawneh et al, 2018). If users perceive a high level of risk of FRP, they may distrust the technology.…”

Section: Perceived Risksmentioning

confidence: 99%

Should I scan my face? The influence of perceived value and trust on Chinese users’ intention to use facial recognition payment

Liu

Yan

2023

Telematics and Informatics

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“…Where, they are always hoping to be protected by the bank especially when they are using their personal and financial information in doing different online transaction through the internet banking (Ahmad & Al-Zu' i, 2011). Moreover, perceived privacy has been found to be the determinant factor of customer willingness for the usage and trust of technology (Arpaci, 2016;Khasawneh et al, 2018;Ozturket al, 2017;Zhang, Lu, & Kizildag, 2018).…”

Section: Shared Valuementioning

confidence: 99%

The Moderating Role of Consumer Characteristics on E-Loyalty in E-banking business: A Multigroup Analysis

Aziza

Kassim

2021

SHS Web Conf.

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Noticing the recent development in internet banking in different parts of the world has resulted in increasing online transactions without visiting the bank. Thus, this study investigates the importance of antecedents of e-loyalty—shared value, information quality, system quality, service quality, trust, attraction, and satisfaction— in using e-banking services and the role of consumer characteristics (gender, age, and level of education) as a moderator was analyzed as well. A survey questionnaire was distributed conveniently via online and face-to-face to customers in Muscat and Nizwa to gain important insights on how customer loyalty in the e-banking business is constructed. A total of 228 usable questionnaires were collected and analyzed using descriptive statistics, multigroup analysis, and structural equation modelling to test the hypotheses. Results of the analyses indicated that e-loyalty is found to be positively influenced by satisfaction, which later influenced by trust, attraction, shared value, information quality, system quality, service quality. The moderating role of gender, age, and level of education was supported by the data. The paper concludes some implications and limitations of the results are discussed. Besides, investigating which factors are important in driving customers using online banking, this study provides a deeper understanding of keeping customers online and loyal to a particular service provider. Specifically, the service providers need to focus on the importance of gender, age, and level of education in moderating the construction of e-loyalty in using e-banking services. This study provides new insights by adding attraction as an antecedent of customer satisfaction and the moderating role of consumer characteristics in using e-banking services.

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A quantitative examination of the factors that influence users' perceptions of trust towards using mobile banking services

Cited by 19 publications

References 0 publications

An integrated model for m-banking adoption in Saudi Arabia

An integrated model for m-banking adoption in Saudi Arabia

Should I scan my face? The influence of perceived value and trust on Chinese users’ intention to use facial recognition payment

The Moderating Role of Consumer Characteristics on E-Loyalty in E-banking business: A Multigroup Analysis

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