An investigation of trust in e-banking

• Published in: Management research review 2015-12, Vol.38 (12), p.1267-1284
• Main Authors: Yu, Chian-Son, Asgarkhani, Mehdi
• Format: Article
• Language: English
• Subjects: Management science & operations; Management science/operations research
• ISSN: 2040-8269; 2040-8277
• DOI: 10.1108/MRR-09-2014-0210

Purpose – The purpose of this paper is to understand the connection among trust’s antecedents, dimensions and consequences in the context of e-banking. Design/methodology/approach – A survey of 510 and 122 respondents in Taiwan and New Zealand (NZ), respectively, was conducted. Findings – The empirical results indicate that, first, not all trusts’ precursors the authors considered have significant influence on generating consumers’ trust and, second, that influential weights of these precursors on building consumer trust vary across consumers and cultures. Meanwhile, all factors on the e-banking side hold greatly significant influence on consumers’ trust in both NZ and Taiwan cases. Research limitations/implications – Practical and academic implications culled from the empirical results are discussed, and these implications may also be applicable to other information and communication technology (ICT) solutions and innovation banking services. Practical implications – Before banks shift their focus on to trust resources of consumer side, banks are advised to create clients’ trust from e-banking side, such as situational normality and structural assurance. Originality/value – This paper takes a holistic view to investigate the links between trust’s dimensions, antecedents and consequences in a single research structure, and the implications may also be applicable to other ICT solutions and innovative banking services.