Consumer trust and distrust: retaining paper bills in online banking

Abstract

Purpose – The purpose of this paper is to explore the role of paper bills and statements in online and mobile banking and how they may serve to support trust along with mitigating distrust for consumers when dealing with banks and billing firms. Design/methodology/approach – A two-phase study with 208 Canadian online bill payers. Phase 1 verified the comprehension of the measurement items being tested. In Phase 2, exploratory factor analysis was used to determine the factor structure. Regression analysis was used to identify the relationship of the factors with the intention to continuing receiving paper bills. Findings – Four factors for trust and distrust were identified in this study of which two (structural assurance and counted on to help) plus subjective norm predict the intention to continue receiving paper bills. Research limitations/implications – Trust and distrust are shown to co-exist in this study. Consumers feel vulnerable to the risks inherent in online financial interactions, but signal their willingness to trust by adopting online and mobile banking. Consumers mitigate the distrust they have in banks and billing firms by continuing to receive paper bills and statements. This study is limited to paper bills and statements. The role of other paper documents in customer relationship management is worthy of further exploration. Practical implications – This research investigates the role of financial documents in the consumer-firm relationship. This study suggests that paper bills are a communication method that supports consumers’ trust in the banks and billing firms and their adoption of online and mobile banking. Banks and billing firms’ continued emphasis on consumers’ giving up paper bills while insisting on original paper documentation in problem resolution situations, sends mixed messages to consumers, which heightens their distrust in these firms. Originality/value – This is the first study to suggest that paper bills and statements have a role in influencing trust or distrust of banks and billing firms.

Influencing Factors Analysis for a Social Network Web Based Payment Service in China

“…We find that lower trust is the reason why many people do not choose to use this service. The most popular claim is that they do not believe that E-payments are secure, which means trust prevents them from participating [44]. Since in the analysis data, all informants are users of WeChat payment, they chose to trust the WeChat platform and its security policy and then chose to use the service and do not consider the trust factor significant.…”

Determinants of continuance intention to use the smartphone banking services

“…In the IS field, user satisfaction with a technology is also an important factor influencing adoption and continuance use of a technology (Bhattacherjee, 2001b). Besides user satisfaction, trust is another key determinant of adoption and continuance use of e-commerce (Venkatesh et al, 2011) and internet banking (McNeish, 2015). Other factors that influence use of electronic-based services are system usefulness, security, and self-efficacy (Bhattacherjee, 2001b;Bhattacherjee et al, 2008;Bhattacherjee and Premkumar, 2004;Hsu and Chiu, 2004;Kim et al, 2004;Lee and Chung, 2009;Venkatesh et al, 2011).…”

Consumer adoption of mobile banking services: An empirical examination of factors according to adoption stages

“…The concept of mobile banking -for example, type of service, association of different stakeholders, and scope and boundaries of the service -has been explored by many researchers (e.g. Al-Ghazali et al, 2015;Alafeef et al, 2011;Deb & Lomo-David, 2014;Laukkanen & Lauronen, 2005;Luo et al, 2010;Maroofi & Nazaripour, 2013;McNeish, 2015;Mortimer et al, 2015;Rosmain et al, 2013;Shaikh et al, 2015;Wang et al, 2015;Yu & Fang, 2009;Zhou, 2012). Researchers have also attempted to distinguish this mobile service delivery channel from the generic virtual banking service, i.e., Internet banking, by explicitly setting the periphery of this financial service (Chikomo et al, 2006;Laukkanen & Lauronen, 2005).…”

“…Adetiloye, 2014;Daramola et al, 2014;Pousttchi & Schurig, 2004) have illustrated that consumer awareness for mobile banking is rooted in the appropriate design of the technology through the protection of security and privacy of consumers. However, the problem is, still the service providers of mobile banking such as financial institutions do not have comprehensive idea about consumers behavioral pattern to accept, use, and be satisfied with mobile banking (Maroofi & Nazaripour, 2013;McNeish, 2015;Mortimer et al, 2015;Wang et al, 2015). Practitioners and existing literature also do not have explicit perception about mobile banking users' requirements at different phases of this virtual service (Dass & Muttukrishnan, 2011;Govindarajan et al, 2014;Masrek et al, 2012;Mishra & Singh, 2015;Natarajan et al, 2010;Wang et al, 2015).…”