An empirical study on trust in mobile banking: A developing country perspective. (January 2016)

• Record Type: Journal Article
• Authors: Malaquias, Rodrigo F.; Hwang, Yujong
• Is Part Of: Computers in human behavior. Volume 54(2016)
• Page Start: 453
• Page End: 461
• Publication Date: 2016-01
• Subjects: Mobile banking -- Technology adoption -- m-Commerce -- Trust -- Questionnaire survey; Interactive computer systems -- Periodicals; Man-machine systems -- Periodicals; 004.019
• DOI: 10.1016/j.chb.2015.08.039
• Languages: English
• ISSNs: 0747-5632

Abstract

Abstract: Trust is essential for Mobile Banking (MB) adoption and usage. MB technology has the potential to improve people's quality of life and to bring efficiency to banks. In this paper, MB trust was addressed in Brazil, a developing country that has an enormous potential for expansion of banking services. We used Confirmatory Factor Analysis and Structural Equation Modeling to analyze the database, which was composed of 1077 questionnaires. In this study sample, determinants of trust had similar behavior when compared to determinants of trust previously pointed out in the literature. Our discussion indicated a kind of information asymmetry that could be mitigated in order to build trust in MB and promote its adoption. However, we observed a negative relationship between trust in MB and undergraduate course area (dummy variable for undergraduate courses in technology). The inclusion and analysis of this new variable, especially in developing countries, may contribute with the literature on MB adoption. Highlights: We studied mobile banking trust in Brazil where has a high potential for expansion of banking services. We analyzed the database, which was composed of 1077 questionnaires using structural equation model. We found the information asymmetry for trust in mobile banking and promote its adoption. We observed a negative relationship between trust and undergraduate course area. Theoretical and practical implications are discussed in the paper.