Impact of perceived risk on mobile banking usage intentions: trust as a mediator and a moderator

Van, Ha Nguyen; Pham, Long; Williamson, Stan; Huong, Vu Thanh; Hoa, Pham Xuan; Trang, Pham Lam Hanh

doi:10.1504/ijbem.2020.106202

Cited by 20 publications

(16 citation statements)

References 41 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…The finding about trust as a mediator in this study complements the ELM-related literature on information usefulness as a mediator (Salehi-Esfahani et al, 2016) or satisfaction as a mediator (Khokhar and Ellahi, 2020;Srivastava and Vishnani, 2021). At the same time, the result about trust that motivates investment intention in this study is analogous to previously different theoretical discussions on trust, which influences users' intention to use mobile banking (Van et al, 2020) or affects their response behavior toward using information technology (Chancey et al, 2015). After all, trust cannot be improved overnight without making great efforts on source credibility and argument quality in the long run.…”

Section: Managerial Implicationssupporting

confidence: 83%

Modeling investment intention in online P2P lending: an elaboration likelihood perspective

Lin

Huang

2021

IJBM

View full text Add to dashboard Cite

Purpose This work proposes a research model that explains investment intention in online peer-to-peer (P2P) lending based on the persuasion theory of elaboration likelihood model (ELM). In the proposed model, investment intention indirectly relates to source credibility and argument quality through the mediation of trust. At the same time, the study hypothetically moderates the relationships between source credibility and trust and between argument quality and trust by financial self-efficacy and risk preference.Design/methodology/approach This research presents an experiment to empirically validate its theoretical rationales. The hypotheses herein were tested using data from working professionals at a large science park in Taiwan. A total of 500 participants took part in the experiment in which the scenario of a pseudo-online P2P lending intermediary was first presented for their perusal, and then questionnaires based on the scenario were provided for the participants to fill out.Findings Trust cannot be improved over night without making great efforts on source credibility and argument quality in the long run. Online marketers should study market segmentations to decide what appropriate elements and promises should be provided in advertisements in order to improve their source credibility. Moreover, how online intermediaries formulate convincing messages and Polish their delivery communication skills should be improved so as to increase argument quality.Originality/value First, the theoretical conceptualization of source credibility and argument quality built upon the ELM not only broadens the boundary of virtual communities beyond the literature that considers source credibility and argument quality as important determinants, but also shows the practical status quo of trust as a critical mediator. Second, this research incorporates financial self-efficacy (based on social cognitive theory) and risk preference (based on economic theory) as important moderators in the development of trust. For that reason, customer education initiatives that influence financial self-efficacy and risk preference are discussed in greater detail.

show abstract

Section: Managerial Implicationssupporting

confidence: 83%

Modeling investment intention in online P2P lending: an elaboration likelihood perspective

Lin

Huang

2021

IJBM

View full text Add to dashboard Cite

show abstract

“…Indeed, lack of trust could impact adoption of new technologies, generate political resistance to policies and impede changes in behaviour that might otherwise be beneficial (Hobbs and Goddard, 2015). Conversely, with trust, consumers are more likely to engage in positive behaviours, such as purchase intention (Hong and Cha, 2013; Jiménez and San Martín, 2014; Cuong, 2020; Mahmud et al , 2020), repurchase intention (Trivedi and Yadav, 2020) and technology adoption (Van et al , 2020; Kassim et al , 2012; Siau and Shen, 2003). In addition, Dunning et al (2012) show that trust is characterized by social and emotional aspects that cannot be underestimated and that it is necessary to address this aspect of trust in affecting various different decisions made at the level of the individual, also in relation to social behaviour (Kasperson et al , 1992).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

The role of trust and algorithms in consumers’ front-of-pack labels acceptance: a cross-country investigation

Mazzù

Baccelloni

Romani

et al. 2022

EJM

View full text Add to dashboard Cite

Purpose This study aims to reveal the implications that trust, as a key driver of consumer behaviour, might have on consumer acceptance of front-of-pack labels (FOPLs) and policy effectiveness. By conducting three studies on 1956 European consumers with different levels of exposure to FOPLs, this study offers additional theoretical and experimental support through a deep investigation of the central role of trust in consumers’ decision-making towards healthier and more informed food choices. Design/methodology/approach Study 1 used structural equation modelling to assess whether trust is a relevant mediator of the relationship between attitude and behavioural intention (BI), thus upgrading the front-of-pack acceptance model (FOPAM); Study 2 tested the model by comparing two labels at the extremes of the current European scheme (NutrInform Battery [NiB], Nutri-Score [NS]); Study 3 assessed the effect in cases where the connection between trust and algorithms is made transparent and evaluated trust dimensions, focusing on the perception of an algorithm presence behind FOPLs information. Findings Study 1 strengthens the FOPAM model with the mediating role of trust in FOPLs, demonstrating a positive effect of attitude on trust and, in turn, on BI, and resulting in a higher model fit with all the significant relationships; Study 2 revealed that the relative performance of the different labels on the FOPAM can be explained by the trust dimension; Study 3, investigating the dynamics of trust in the FOPAM, revealed that the NS is less effective than the NiB on attitude, BI and trust. Research limitations/implications The sample was limited to Italian, French and English respondents, and two labels at the extreme of the spectrum were examined. Furthermore, the research has relevance to the issue of trust. Other moderators used in previous studies on technology acceptance model, such as actual use versus perceptual use, user experience level or type of users and type of use might be investigated. Practical implications The investigation of trust, with the upgrade of FOPAM, enhances understanding of consumers’ decision-making processes when aided by food labels and makes a new contribution to the European Union “Inception Impact Assessment” in preparation for the finalization of the “From-Farm-to-Fork Strategy”, providing new insights into the role of trust by assessing the relative performance of FOPLs in consumers’ acceptance of food-related information. Furthermore, this study revealed that consumers’ perception of FOPLs worsens when they realize that they are the result of an algorithmic calculation. Finally, the new FOPAM represents a reliable theoretical model for future research on FOPL. Originality/value This study increases the knowledge about the performance of different FOPLs on several dimensions of food decision-making, positions the upgraded FOPAM as a valid alternative to existing theoretical models to assess the relative performance of labels, also extending the literature in the context of algorithm-based FOPL, and could be used as a valid support to policymakers and industry experts in their decision towards a unified label at European level.

show abstract

“…Creating and fostering customer loyalty is one of the most important goals of businesses . Many studies have examined the factors that influence customer loyalty in traditional and online commerce settings, for example, brick-mortar banking and online banking (Van et al, 2020b). However, as mobile commerce becomes more and more commonplace and mobile banking is one of its most vivid forms of manifestation (Pham et al, 2019c), concern focuses on the question: How can a bank effectively maintain its clients and enhance its competitive edge in the mobile banking environment?…”

Section: Introductionmentioning

confidence: 99%

Predicting Customer Loyalty in the Mobile Banking Setting

Bui

Moore

Wimmer

et al. 2022

International Journal of E-Services and Mobile Applications

Self Cite

View full text Add to dashboard Cite

This study uses a novel theoretical approach that combines two multidimensional service quality models that focus on customer satisfaction, perceived value, and customer loyalty as outcomes of service quality in the context of mobile banking. Additionally, the study assesses the potential moderating effects of switching costs between mobile banking service quality and customer loyalty. The study found a strong direct effect between service quality, perceived value, customer satisfaction, and loyalty. The moderating effect of switching costs was found to be inconsequential to customer loyalty. The study demonstrates that financial institutions should focus on building and maintaining functional, secure mobile banking applications to enhance customer loyalty and retention.

show abstract

Impact of perceived risk on mobile banking usage intentions: trust as a mediator and a moderator

Cited by 20 publications

References 41 publications

Modeling investment intention in online P2P lending: an elaboration likelihood perspective

Modeling investment intention in online P2P lending: an elaboration likelihood perspective

The role of trust and algorithms in consumers’ front-of-pack labels acceptance: a cross-country investigation

Predicting Customer Loyalty in the Mobile Banking Setting

Contact Info

Product

Resources

About