Trust transfer in the continued usage of public e-services

Belanche, Daniel; Casaló, Luis V.; Flavián, Carlos; Schepers, Jjl Jeroen

doi:10.1016/j.im.2014.05.016

Cited by 145 publications

(135 citation statements)

References 99 publications

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“…It is worth noting that entitativity research considers that entities "vary along a continuum in the extent to which they are perceived as forming a cohesive unit, rather than forcing such collections to be categorized in a dichotomous fashion as forming a group or not" (Stewart, 2003, p. 7). This implies that the degree of influence of an entity on another is stronger when the degree of assimilation, proximity and integration between them is high (Belanche et al, 2014;Song et al, 2009Song et al, , 2011. Accordingly, the current research posits that the level of transference varies depending upon the perceived degree of similarity (or "functional consistency") between the mature channel and the new one (cf.…”

Section: Research Hypothesesmentioning

confidence: 88%

“…Given that mobile banking is an immediate extension of online banking inasmuch as they share many features, their perceived similarity is high and they are accordingly perceived as a highly entitative couple (Laukkanen, 2016;Wang et al, 2013). Despite their belongingness to the same cohesive group -SSTsand the same reference sourcethe same service providermobile banking and ATMs are low in entitativity due to the weakness of their perceived tie since they share little with respect to their characteristics (Belanche et al, 2014). Consequently, one can predict that the transferability of attitudes is more pronounced between online banking and mobile banking rather than between ATMs and mobile banking.…”

Section: Research Hypothesesmentioning

confidence: 99%

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Toward a contagion-based model of mobile banking adoption

Chaouali

Hedhli

2019

IJBM

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Purpose -The purpose of this paper is to address the following question: Can a bank capitalize on its well-established self-service technologies (SSTs) in order to entice customers to adopt a newly introduced SST, namely, mobile banking? More specifically, it proposes an integrative model that simultaneously investigates the transference effects of attitudes, trust and the contagious influences of social pressures on mobile banking adoption intentions. Design/methodology/approach -Structural equation modeling is applied to data collected from banks' clients who are actually non-users of mobile banking. Findings -The results indicate that attitude toward and trust in mobile banking along with coercive, normative and mimetic pressures are key antecedents to mobile banking adoption intentions. In addition, attitudes toward automated teller machines (ATMs) and online banking significantly predict attitude toward mobile banking. The results also support the effects of trust in ATMs as well as trust in online banking on trust in mobile banking. Moreover, predicted differences in the relative effects of attitude and trust are supported. Particularly, attitude toward online banking has a stronger impact on attitude toward mobile banking compared to the impact of attitude toward ATMs. In the same vein, the effect of trust in online banking on mobile banking is significantly stronger than the effect of trust in ATMs. Practical implications -The study's results hint at some practical and worthwhile guidelines for banks that can be leveraged in communication campaigns aiming at boosting the adoption rates of mobile banking. Banks can take advantage of the transference effects of the established attitudes toward and trusting beliefs in their mature SSTs as well as the contagious social influences in inducing the adoption of a newly introduced SST. Originality/value -The present study represents a first step toward generating new insights into the role of the joint effects of attitudes, trust and social influences in the adoption of a new SST.

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Section: Research Hypothesesmentioning

confidence: 88%

Section: Research Hypothesesmentioning

confidence: 99%

Toward a contagion-based model of mobile banking adoption

Chaouali

Hedhli

2019

IJBM

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“…However, although trust and public value are essential variables in service science and e-government literatures, and most researchers agree they are related (e.g., Mills et al, 2010;Wang, 2014), few studies tried to empirically examine their relationships. Trust can increase outcome expectations based on the benefits of a trustworthy relation (Belanche, Casaló, Flavián, & Schepers, 2014). If the service provider cannot be trusted to behave in accordance with the user's confident beliefs, then there is no reason why she or he should anticipate to gain any benefits or values from using the service (Pavlou, 2003).…”

Section: Tam Extension: External Variablesmentioning

confidence: 99%

The imperative of influencing citizen attitude toward e-government adoption and use

Hujran

Al-Debei

Chatfield

et al. 2015

Computers in Human Behavior

263

193

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“…Constraint (6) directly relates the at t ikh variables with the tc t ikh variables, ensuring that a technology upgrade is "activated" once the corresponding implementation time has elapsed. Constraint (7) ensures that only those technologies which have been approved for the execution of a given procedure can be upgraded.…”

Section: Design Of a Single Window System For E-government Services 569mentioning

confidence: 99%

“…However, despite the many benefits the implementation of a single window system brings with it, most studies found in the literature focus on the management of the infrastructure and communications that are critical to ensure the availability, effectiveness and efficiency of these systems [15], on how to measure the quality of the services delivered through such systems [47,48], or on how the quality of the services provided through the Internet influence the trust citizens have in public administration [7]. Thus, a multidimensional look, which considers both technological and policy aspects, is essential for the proper design of such systems [21,38].…”

mentioning

confidence: 99%

Design of a single window system for e-government services: the chilean case

Cataldo¹,

Ferrer²,

Rey³

et al. 2018

Journal of Industrial &Amp; Management Optimization

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The single window concept refers to systems that allow organizations to provide one-stop services to users. This paper describes a model for the design of a single window system in the context of e-government. The model determines which government service procedures should be incorporated into the system, which technology should be used to execute each procedure and the time in the planning horizon at which technology upgrades and incorporation processes should take place, while maximizing the total social benefit associated with these decisions. The proposed model, a mixed integer linear program, is applied to the particular problem faced by the government of Chile a few years ago. The solution generated by the model for this instance is compared to that obtained through the Chilean government's own method for prioritizing the inclusion of procedures into its single window system. When the proposed model was limited to choosing 60 procedures, the number chosen by the Chilean government's method, the solution produced 1.6 times more benefits. With the limit on the number of procedures removed but considering a budget constraint, the model chose 111 procedures that generated 1.85 times more social benefits than those procedures chosen using the government's method.

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Trust transfer in the continued usage of public e-services

Cited by 145 publications

References 99 publications

Toward a contagion-based model of mobile banking adoption

Toward a contagion-based model of mobile banking adoption

The imperative of influencing citizen attitude toward e-government adoption and use

Design of a single window system for e-government services: the chilean case

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