Title: Stages in the development of consumers' online trust as mediating variable in online banking system: a proposed model

Authors: Candy Lim Chiu; Jason Lim Chiu; Somkiat Mansumitrchai

Addresses: College of Business and Public Management, Wenzhou-Kean University, Wenzhou, China ' College of Commerce, University of Santo Tomas, Manila, Philippines ' College of Business and Public Management, Wenzhou-Kean University, Wenzhou, China

Abstract: Several studies suggest that consumers have not adopted online banking system to the same degree primarily because of online trust related issues. It is a long-term barrier for realising the potentials of B2C banking innovations. However, current literature relating to trust in online banking arguably falls short in at least two areas. First, lack of comprehensive study detailing the stages of trust as mediating variable between antecedents and consequence in order to understand consumers' online trust formation on self-service technologies. Second, most prior studies focus only on the general concept and effect of trust on consumer behavioural intention, adoption decision, and utilisation of innovations. This study tries to fill these gaps by systematically analysing online trust based on behavioural adoption models and technology acceptance theories as a fundamental prerequisite of B2C relationship in the retail industry, leading to the positive adoption of innovation.

Keywords: trust; antecedents; consequences; mediating; online banking; internet banking; mobile banking; adoption; stages of trust; offline trust; online trust.

DOI: 10.1504/IJEF.2019.099003

International Journal of Electronic Finance, 2019 Vol.9 No.3, pp.170 - 201

Accepted: 06 Jun 2018
Published online: 12 Apr 2019 *

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