International Journal of Academic Research in Business and Social Sciences

search-icon

Identification and Exploration of Customer Trust in E-Banking in Iran

Open access

Seyed Akbar Nilipour Tabatabaei, Bahareh Moradi Aliabadi, Maryam Gholizadeh, Narges Parvizi

Pages 12-20 Received: 19 Jun, 2014 Revised: 11 Jul, 2014 Published Online: 02 Aug, 2014

http://dx.doi.org/10.46886/IJARBSS/v4-i8/1062
Trust is regard eel as the heart of e-banking system and is important factor in introducing a new product/service in the sphere of information technology. Trust has a positive impact on customer loyalty in e- banking. Therefore, banks and financial institutions are striving to identify factors to create a feeling of trust in customers towards their services. The aim of this study is to identify variables related to customer trust in e- banking. The associated variables with customer trust in e-banking are examined in the study. This study considers a conceptual model that is determinant of customer trust in e-banking. To test the hypotheses, a questionnaire of 25 questions designed that is valued 0 to 100 and distributed among the population (Meli bank), the total 320 patients of the main branches of clients who have had experience using the online system. The method used in this research is descriptive survey. The path analysis method was used to test the hypotheses, and the AMOS soft ware is used for statistical analysis of data. The results of the study show the significant impact of variables on customer trust, however, the perceived risk and perceived security has had the greatest impact on loyalty among them.
- Chao-Min,C & Hsin-Yi,H. Chia-Hui,Y.(2010).Antecedents of trust in online auctions, journal of Electronic Commerce Research and Applications 9(2),pp:148–159.

- David, H. Wong, C. L.,Kenneth,B & Randall,B.(2009 ).To Trust or Not to Trust: The Consumer’s Dilemma with E-banking, Journal of Internet Business1(6,)pp:247–263.

- Ing-Long,W. (2012).The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust, International Journal of Information Managementv33(1),pp:1-11.

- Ja-Chul,G. Sang-Chul,L & Yung-Ho,S.(2009).Determinants of behavioral intention to mobile banking, the journal Expert Systems with Applications 36(9),pp:11605–11616.

- Kuang-Wen,W. Shaio,Y.H. David,C.Y & Irina,P. (2012).The effect of online privacy policy on consumer privacy concern and trust, journal of Computers in Human Behavior28(3),pp:889-897.

- Kuo-Wei,L. Ming-Ten,T. & Maria,C.L.(2011).From marketplace to marketspace: Investigating the consumer switch to online banking, journal of Electronic Commerce Research and Applications 10(1),pp:115–125 .

- Kun,C. Lee,N,C & Sangjae,L.(2011).Exploring the influence of personal schema on trust transfer and switching costs in brick-and-click bookstores, journal of Information & Management 48(8),pp:364–370.

- Samsudin,W.N & Azila,M.,N. Juhary.A. (2009).Technology Trust and E-Banking Adoption: The Mediating Effect of Customer Relationship Management Performance, The Asian Journal of Technology Management 2(2),p:2.
- Shu-Hua,C. Ying-Hueih,C. Chin-Yen,H. (2012).Exploring the impact of trust and relational embeddedness in e-marketplaces: An empirical study in Taiwan, journal of Industrial Marketing Management 41(1),pp:460–468.
- Reeti,A. Sanjay,R. & Ankit,M. (2009). Customers’ perspectives regarding e-banking in an emerging economy, Journal of Retailing and Consumer Services16(1),pp:340–351.

- Yaobin,L. Shuiqing,Y. Patrick,Y.K.C. & Yuzhi,C. (2011).Dynamics between the trust transfer process and intention to use mobile payment services: A cross-environment perspective, journal of Information & Management 48(8),pp:393–403.