Antecedents and Consequences of Trust in Using Mobile Banking

Abstract

Because large amount of literature identifies trust as a crucial factor in the success of mobile banking, this study aims to illuminate the link from trust's precursors, itself, to its outcome in the context of mobile banking. After surveying 356 potential customers and 247 current customers, the empirical results indicate that trust significantly influences potential users' intention to use mobile banking and current users' commitment to use mobile banking. Regarding current customers, the results reveal that situational normality, structural assurance, knowledge-incurred trust, personal-incurred trust, and calculative-incurred trust, in that order of relative power, considerably affect trust belief in mobile banking. As for potential customers, the results reveal that personal-incurred trust, knowledge-incurred trust, structural assurance and situational normality, in that order of relative influences, considerably affect trust belief in mobile banking. Given that the level of influence of trust's antecedents in generating consumers trust varies across potential customers and current customers, banks are advised to strengthen different trust resources to meet the main concerns of different customer groups.