The Perceived Risk and Trust in the Bank's Brand on the Mobile Banking User Vision

Abstract

This research investigated the relationship between perceived risk by bank customers in the use of Mobile Banking (MB) and their trust in the bank's brand. The descriptive research was applied with 356 Brazilian customers that access their banking account via smartphones or tablets. Data analysis was performed using: descriptive and nonparametric statistics. The results show: the correlation between perceived risk in using the MB and the trust in the bank's brand; the influence of perceived risk in the use of MB on trust in the bank's brand; and the significant differences in perceived risk and trust in the bank's brand considering the profile variables: age, gender, income, length of relationship, type of transaction and frequency of access to MB. This study may enlarge knowledge about the perceived risk in the use of technology and trust in the brand and can generate insights for the development of appropriate relationships strategies to different audiences on the use of mobile technology.

Determinants of internet banking usage in emerging markets: Evidence from Egypt

“…Perceive risk refers to clients' expectations of the occurrence of potential loss when performing online banking transactions (Lin et al, 2020;Razak, Hamid, Azhari, & Sonari, 2021;Solarz & Adamek, 2021). Additionally the influence of perceived risk dimensions including privacy, security, performance, time, financial, social and psychological risks have gained considerable empirical support in the previous literature studies (Almutairi, 2021;Amin, Ashraf, Nisar, & Hassan, 2021;Gelenske, Farias, & Santos Jr, 2018;Karim & Gide, 2019;Krishnan & Sheeja, 2020;Marriott & Williams, 2018;Reepu & Arora, 2022;Roy, Balaji, Kesharwani, & Sekhon, 2017). The results of these studies revealed that perceived risk dimensions have a negative influence on clients' usage of internet banking.…”