Adoption of internet banking services in China: is it all about trust?

Abstract

PurposeNumerous empirical studies on internet banking services (IBS) adoption have focused either on perceived risk or trust; but rarely have they combined these concepts and used empirical evidence to investigate the relationship. This study aims to contribute to this field by looking simultaneously at the roles of trust and perceived risk on consumers' IBS usage intention.Design/methodology/approachAn integrated model explaining the interrelationships between trust, perceived risk and usage intention is developed. The research was conducted on a sample of 432 young Chinese consumers who can be classified as IBS early adopters. The quantitative findings are enhanced by the analysis of extensive qualitative data providing unique insights into this market.FindingsResults indicate that there is a significant relationship between trust and perceived risk and that both are crucial in explaining the internet banking usage intention. Furthermore, trust in the bank is fundamental not only to reducing risk perceptions of IBS in general but also to building trust in the banks' competence in terms of IBS activity.Originality/valueThis research adds value to existing studies of online banking, which largely focus on trust and risk separately. In addition, it enables us to contribute to the current literature on the emerging Chinese IBS market, which is largely under‐researched.