Challenges and factors influencing initial trust and behavioral intention to use mobile banking services in the Philippines

Abstract

Purpose-This paper aims to assess the direct effects of antecedents of initial trust, the mediating effect of trust and the moderating effect of demographic variables on non-adopters' behavioral intention to use mobile banking. Design/methodology/approach-The study tested the models of theory of reasoned action and theory of planned behavior to evaluate potential antecedents of trust (diffusion of trust, infrastructure quality, perceived costs, privacy and security) moderators (demographic variables) and mediators (initial trust) that will influence behavioral intention to use mobile banking. The Hayes' Process Macro developed by Andrew F. Hayes (2013) was used as a statistical analysis in SPSS to estimates the path coefficients using multiple regression. The tool provides insights on the direct and indirect effect of the independent variable on the dependent variable through the existence of moderating variables and mediation variables. Findings-The results show that the non-adopters of mobile banking asserted that the antecedents of initial trust played a significant influence on behavioral intention to use online banking services. Originality/value-There is a dearth of literature addressing mobile banking in the Philippines. The first initial trust formation in internet banking using computer workstations and laptops in the Philippines was conducted by Chiu et al. (2016). This research fills in the gap by expanding and formulating a deeper understanding of the antecedents of initial trust that influence consumer behavioral intention that might be responsible for the slow diffusion of mobile banking services in the country. The results from this study will help financial institutions create a beneficial connection with consumers while alleviating the fears of non-adopters and enhancing their understanding of the benefits of mobile banking.

Factors affecting Palestinian customers’ use of online banking services

“…Theories and models of technology use Several studies discussed the barriers against customers' use of the internet banking services, some of these main barriers include infrastructures, privacy and security (Chiu et al, 2017). Various researchers have emphasized other factors including past satisfaction with previous online services providers by setting the service quality determinants, namely "satisfiers" such as attentiveness, responsiveness, care and friendliness; however, the "dissatisfiers" are integrity, reliability, responsiveness, availability and functionality ( Johnston, 1995).…”

“…Such propensity has a measurable influence in customers' decision in favor of self-service technologies (Magotra et al, 2015;Al-Smadi, 2012). Several factors are linked with technology adoption propensity (Potgieter et al, 2010;Tarhini et al, 2016;Chiu et al, 2017) including socioeconomics-related characteristics (Azouzi, 2009); technology attributes (Danyali, 2018;Ghobakhloo et al, 2012;Davis, 1989); and facilitating conditions (Schuster et al, 2016;Venkatesh et al, 2003). We propose the following technology propensity-related hypothesis:…”

Drivers Affecting Online Banking Usage of Private Commercial Banks in Sri Lanka

“…Further it consists of four main concepts that reflect the social influence which affects the usage of internet and other media sources, such as behavioral attitude, subjective norms, intention to use and actual use [11]. According to Theory of planned behavior (TPB) customers' behavioral intentions to use the Online banking (OB) services are dependent on their attitudes, and subjective norms [12]. Further, several constructs have been added to the TAM over time including perceived credibility, perceived trust, organizational factors, technology factors and individual differences.…”

The Climate Change Issue Towards Behavioral Intentions: A Perspective of Social Marketing

“…Initial trust has no impact demographical aspects such as gender, age, household income, and marital status. Instead, the m-banking consumer's behavioral intention to change to subscribe mobile banking is affected by awareness campaign, knowledge and trial ability at the beginning with customers (Chiu et al, 2017). Engelbrecht and Heine ( 2017) find out on their study that leader integrity together with ethical leadership and trust promotes work engagement.…”