A proposed model of e-trust for electronic banking

Abstract

Customer's trust is the most important and one of the key factors of success in e-commerce. However, trust is the essential aspects of e-banking adoption and the main element for building long-term relationships with the bank's customers. So the purpose of this research is to investigate the factors influencing on customer′s trust in e-banking services and prioritize them. Therefore, designed questionnaire was distributed among 177 electronic service customers in number of banks in the city of Karaj, Iran. Likert quintuplet scales were used to measure the variables. After collecting the questionnaires, the data were analyzed by structural equation modeling (by using LISREL 8.5). The results revealed that quality of electronic services such as ease of use, privacy and security, individual characteristics of customers such as disposition to trust and features of bank such as reputation, size and dependence on government, have had the greatest effect on customer′s trust in e-banking services.Growing Science Ltd. All rights reserved. 5

Female online shoppers

“…After all, customers are often required to provide essential data, such as credit card information and personal profiles, while shopping online. If customers feel insecure (e.g., the website has been invaded before), they may not trust the website (Yousafzai et al, 2003). Thus, we posit the following: H 5 : Perceived online security will be positively associated with e-trust.…”

“…Indeed, prior studies have posited that perceived online privacy can be considered an important source of e-trust (Connolly and Bannister, 2007;Teoh et al, 2013;Hsu et al, 2014). When consumers believe that an online firm tries hard to protect their privacy through technical mechanisms and/or policies, they will be more comfortable providing personal data while shopping online (Teoh et al, 2013;Yousafzai et al, 2003). Hence, we posit the following: H 4 : Perceived online privacy will be positively associated with e-trust.…”

“…As a result, online security is always a main concern for online shoppers (Lauer and Deng, 2007;Shukla, 2014), particularly for female shoppers in the context of online clothing shopping (Cho and Fiorito, 2009). This concern may negatively influence customers' perceptions about online firms' technical abilities to prevent their websites from being intentionally invaded and damaged, resulting in reduced e-trust (Lauer and Deng, 2007;Teoh et al, 2013;Yousafzai et al, 2003). After all, customers are often required to provide essential data, such as credit card information and personal profiles, while shopping online.…”

Factors obstructing intentions to trust and purchase products online

“…Also Mayer et al (1995) and McKnight et al (1998) identified and validated ability, benevolence, and integrity as the underlying trustworthiness dimensions in the context of organisational behaviour. Even Yousafzai et al (2003) examined benevolence, integrity, and competence as the major dimensions of trust in the context of ebanking. With regard to e-commerce, Chong et al (2003) found the dimensions of trustworthiness as perceived integrity, perceived benevolence, and perceived competency.…”

The challenges of long‐distance relationships: the effects of psychological distance between service provider and consumer on the efforts to recover from service failure

“…In addition, according to the ECT, customers' trusts occur when they perceive evidence that the service recovery has met or exceeded their confident expectations. When trust is built, the perceived level of risk—which is the subjective belief in the possibility of loss in the recovery process—will be lowered, given that it is assumed that the trusted service provider will perform based on consumer expectations (Doney & Cannon, ; Jarvenpaa, Tractinsky, & Vitale, ; Yousafzai, Pallister, & Foxall, ). The above discussion thus leads to:…”