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

Authors: Mohammad Hamdi Al Khasawneh; Omar Hujran; Tariq Abdrabbo

Addresses: Department of Business & E-Marketing and Social Media, Princess Sumaya University for Technology (PSUT), Khalil Al Saket St 112, 11941, Amman, Jordan ' Management Information System Department, Princess Sumaya University for Technology (PSUT), Khalil Al Saket St 112, 11941, Amman, Jordan ' Department of Business & E-Marketing and Social Media, Princess Sumaya University for Technology (PSUT), Khalil Al Saket St 112, 11941, Amman, Jordan

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.

Keywords: mobile banking; trust; credibility; perceived benefits; perceived behavioural control; social influence; risk.

DOI: 10.1504/IJIMA.2018.090957

International Journal of Internet Marketing and Advertising, 2018 Vol.12 No.2, pp.181 - 207

Received: 15 Mar 2017
Accepted: 02 Aug 2017
Published online: 04 Apr 2018 *

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