The moderating effect of e-bank structure on French consumers’ trust

Abstract

Purpose The purpose of this paper is to demonstrate how an e-bank’s structure (click-and-mortar bank vs internet-only bank) influences the consumer’s evaluation of website quality, and to identify the most significant website features that influence online trust and lead to consumer loyalty. Design/methodology/approach A non-probability convenience sample of 476 online bank users (248 click-and-mortar and 230 internet-only bank users) was used in this study. An online survey was conducted. Structural equation modeling and multi-group analysis were used to analyze the data. Findings Findings suggest that e-trust and e-loyalty levels depend on the e-banking structure. Click-and-mortar-based online users were found to have more trust and loyalty in their online banks than internet-only bank users. Findings demonstrate that website features are evaluated differently according to the e-bank structure. Information design and interactivity are very important for internet-only banks, and their effect on online trust seems to be higher. On the other hand, website personalization was evaluated as more important for click-and-mortar banks and had a stronger impact on online trust. Practical implications To promote the trustworthiness of their websites and retain customers, internet-only banks should make the experience more tangible for users by developing a pleasant online experience. Personalization is an important variable that can enhance the consumer’s engagement with the brand. Click-and-mortar banks should enhance their interactivity by providing a continuous and consistent experience across different channels of distribution whether online or in-person and provide more interactive tools on their websites. Originality/value This study contributes significantly to the marketing research literature related to consumer trust as well as to the electronic banking literature. It is the first study to compare customers of click-and-mortar banks with customers of internet-only banks when evaluating website features. It also explores the impact of the e-bank model on the relationship between website features and online trust and customer loyalty.

Not all elderly are the same: fostering trust through mobile banking service experience

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Pengujian faktor anteseden pada loyalitas pengguna internet banking

“…Nasabah lebih tertarik untuk menggunakan cara-cara yang lebih mudah, aman dan dapat diakses langsung untuk memenuhi kebutuhan perbankan. Saat ini nasabah lebih memilih transaksi online daripada harus datang langsung ke kantor cabang (Kaabachi et al, 2020).…”

“…Melindungi rekening nasabah sangat bergantung pada kebijakan keamanan teknologi informasi yang dilaksanakan oleh sebuah bank. Ennew dan Sekhon dalam Kaabachi et al (2020) mendefinisikan kepercayaan sebagai kesediaan individu untuk menerima kerentanan dengan alasan adanya harapan positif tentang niat atau perilaku orang lain dimana didalamnya ada ketergantungan dan risiko. Menurut Mayer dalam Vinayek & Jindal (2011), kepercayaan merupakan keyakinan, harapan atau perasaan yang mengakar dalam kepribadian dan berasal dari perkembangan psikologis awal individu yang juga dikenal sebagai 'disposisi untuk percaya'.…”

Impact of website attributes on customer engagement in banking: a solicitation of stimulus-organism-response theory

“…Specifically, there is a need to concentrate on the websites of banks, as these websites are often the first and sometimes the only contact points for potential and current customers (Boateng, 2018;Bravo et al, 2019;Kaabachi et al, 2020). Websites in the banking sector offer a real-time engagement platform for customers to engage with the focal bank through an interaction with respective financial products and portfolios (Brun et al, 2014;Khan et al, 2016).…”