The role of trust and security in Smartphone banking continuance

Susanto, Aries; Chang, Younghoon; Zo, Hangjung; Park, Myeong Cheol

doi:10.1109/icsmc.2012.6378055

“…Trust remains a primary concern in the mobile e-commerce discipline in connection with issues such as m-banking, owing to its crucial role in mediating information exchange (Susanto et al, 2012). The findings of this study clearly show that users trust m-banking services.…”

Section: Discussionmentioning

confidence: 57%

“…For example, using the ECM, Susanto et al (2012) concluded that perceived security and satisfaction are strong determinants of consumers' decisions to re-use m-banking services. Chen (2012) stated that trust, along with satisfaction, has a positive effect on continuance intention (see also Lee, 2010).…”

Section: Trust Satisfaction and Wommentioning

confidence: 99%

Consumers' perceptions of mobile banking continuous usage in Finland and South Africa

Shaikh

¹

,

Karjaluoto

²

,

Chinje

³

2015

IJEF

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Abstract:This study examines continuous usage behaviour related to mobile banking (m-banking) among consumers living in Finland (FI) and South Africa (ZA). The study investigates three postadoption behavioural consequences-namely, trust, satisfaction, and word of mouth. Using purposeful sampling techniques, we found that trust plays a significant role in promoting continuous usage of m-banking. In general, the respondents reported high levels of trust in mbanking technology and were satisfied with the m-banking application and services. In addition, convenience, user friendliness, and speed emerged as the main sub-topics related to satisfaction.In most cases, the convenience of using m-banking dominated the recommendation criteria.However, users, especially those in ZA, generally do not promote m-banking services to others. This study shows that for the majority of users, m-banking usage is related to increased satisfaction with the bank, implying that m-banking services should be a vital part of banks' strategy to retain customers.

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“…This finding is considered original as very scant studies, if any, have examined the relationship between the provider"s trustworthiness and trust in m-payments. As discussed earlier in the literature review (section 2.6.5.3), provider"s trustworthiness (also called "trust beliefs in provider") has been mostly studied as a measurement of consumer trust itself (Chandra et al, 2010;Cho et al, 2007;Meng et al, 2008;Piao et al, 2012;Susanto et al, 2012;Xin et al, 2013;Xu et al, 2005;. Therefore, this finding provides a richer perspective on provider"s trustworthiness as a source for influencing consumer"s trust within the m-payments context.…”

Section: Results Of H7 -The Higher the Provider's Trustworthiness The Higher The Consumers Trust In Mobile Payments (ß = 0193)mentioning

confidence: 97%

“…(2) Perceived Privacy Risks. When presenting perceived risks in e-commerce and m-commerce, scholars often couple security risks with privacy risks (Chandra et al, 2010;Susanto et al, 2012;Xin et al, 2013). However, privacy differs from security although they are closely related .…”

mentioning

confidence: 99%

Factors Influencing Consumer Trust in Mobile Payments in the United Arab Emirates

Shuhaiber¹

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<p>While mobile payments have been adopted by a huge number of businesses, the body of knowledge regarding user trust in mobile payments shows that trust is a major issue in its adoption and development. The purpose of this study was to better understand the factors that influence consumer trust in mobile payments in one significant country in this region; The United Arab Emirates (UAE) as the research region. The UAE is one of the leading economies in the Middle East Arab region, and mobile technology is well advanced and widely utilised. An analysis of relevant literature provided the basis for the development of a conceptual model. The model, classified into five logical groups (consumer characteristics, environmental influences, provider characteristics, perceived risks and mobile-device characteristics), was further explored, validated, extended and tested through a mixed-method methodology, combining both qualitative (phase one) and quantitative (phase two) approaches, with semi-structured interviewing in exploratory focus groups and an online survey being used respectively. The findings of the qualitative phase were used to clarify the appropriateness of the preliminary Consumer Trust in Mobile Payments (CTMP) model, which was accordingly revised and extended. The second phase (the quantitative approach) was based on a survey of 340 respondents in the UAE. The collected data were analysed by using Structural Equation Modelling with the Partial Least Squares (PLS-SEM) approach. Many of the factors in the qualitative CTMP model were successfully validated and statistically significant. The resulting, quantitatively weighted CTMP model shows that users‟ awareness and provider‟s trustworthiness are the most positive influential factor, followed by perceive security levels and device-design suitability. Customers‟ uncertainty avoidance, on the other hand, is the most negatively influential factor on trust, followed by perceived privacy risks associated with m-payments. The model contributes towards better acceptance and usage of mobile payments. The findings also provide a number of theoretical implications for academic research and useful information for practitioners.</p>

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“…as an independent variable that influences general trust in mobile vendors (Min et al, 2008), and in many other instances as a measurement of consumer trust itself (Chandra et al, 2010;Cho et al, 2007;Meng et al, 2008;Piao et al, 2012;Susanto et al, 2012;Xin et al, 2013;Xu et al, 2005;, or as a measure of initial trust . It was also observed that only one study included this factor as a focal construct that includes all four dimensions: benevolence, honesty, competence and predictability (Mogenahalli et al, 2008).…”

Section: Provider's Characteristicsmentioning

confidence: 99%

Factors Influencing Consumer Trust in Mobile Payments in the United Arab Emirates

Shuhaiber¹

View full text Add to dashboard Cite

<p>While mobile payments have been adopted by a huge number of businesses, the body of knowledge regarding user trust in mobile payments shows that trust is a major issue in its adoption and development. The purpose of this study was to better understand the factors that influence consumer trust in mobile payments in one significant country in this region; The United Arab Emirates (UAE) as the research region. The UAE is one of the leading economies in the Middle East Arab region, and mobile technology is well advanced and widely utilised. An analysis of relevant literature provided the basis for the development of a conceptual model. The model, classified into five logical groups (consumer characteristics, environmental influences, provider characteristics, perceived risks and mobile-device characteristics), was further explored, validated, extended and tested through a mixed-method methodology, combining both qualitative (phase one) and quantitative (phase two) approaches, with semi-structured interviewing in exploratory focus groups and an online survey being used respectively. The findings of the qualitative phase were used to clarify the appropriateness of the preliminary Consumer Trust in Mobile Payments (CTMP) model, which was accordingly revised and extended. The second phase (the quantitative approach) was based on a survey of 340 respondents in the UAE. The collected data were analysed by using Structural Equation Modelling with the Partial Least Squares (PLS-SEM) approach. Many of the factors in the qualitative CTMP model were successfully validated and statistically significant. The resulting, quantitatively weighted CTMP model shows that users‟ awareness and provider‟s trustworthiness are the most positive influential factor, followed by perceive security levels and device-design suitability. Customers‟ uncertainty avoidance, on the other hand, is the most negatively influential factor on trust, followed by perceived privacy risks associated with m-payments. The model contributes towards better acceptance and usage of mobile payments. The findings also provide a number of theoretical implications for academic research and useful information for practitioners.</p>

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The role of trust and security in Smartphone banking continuance

Cited by 19 publications

References 31 publications

Consumers' perceptions of mobile banking continuous usage in Finland and South Africa

Consumers' perceptions of mobile banking continuous usage in Finland and South Africa

Factors Influencing Consumer Trust in Mobile Payments in the United Arab Emirates

Factors Influencing Consumer Trust in Mobile Payments in the United Arab Emirates

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