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

Abstract

An examination of previous research related to m-banking in developing countries revealed that research conducted on the drivers of trust in mobile banking is somewhat limited. Therefore, this study attempted to quantitatively investigate the factors that influence users' perceptions of trust towards using mobile banking services. The model is empirically tested using an online survey from a convenience sample of 404 respondents, and analysed using SEM. The study found that the six variables (perceived benefits, perceived credibility, perceived behavioural control, social influence, privacy and security risks) have direct impact on users' trust in m-banking. In particular, perceived credibility has the highest positive effect on users' trusts in m-banking, followed by perceived benefits and PBC while social influence has the lowest effect. In contrast, security risk and privacy risk exhibited a moderate negative impact on users' trust in mobile banking.

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