The effect of trust transference in multi-banking channels; offline, online and mobile

Abstract

This study aims at investigating the trust transference among offline, online and mobile banking channels. Empirical results with 280 valid questionnaire data revealed that customers' offline trust transfers to the online banking channel, reflecting online trust, and perceived satisfaction with online banking transactions. In turn, those constructs built in offline and online banking channels affects the four constructs in the mobile banking channel: mobile addiction, perceived differentiation with mobile banking service, perceived safety with mobile banking transactions and intention to use mobile banking.

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