Determinants and consequences of user trust in mobile banking

Abstract

The development of mobile banking applications has enabled banks to serve their customers much faster and more easily. Bearing in mind that financial institutions in developing countries face many problems related to the implementation of mobile banking and that it is not as widespread as expected, it is very important to understand the factors that influence the adoption of mobile banking, as well as the trust of users in these services. Therefore, this paper aims to determine through empirical research the effects of security, perceived usefulness, and perceived ease of use on trust and how the trust of mobile banking users affects their satisfaction, affective attachment, and intention to use. It was found that security and perceived ease of use have statistically significant positive effects on trust, then that trust has a positive effect on satisfaction, and satisfaction on affective commitment and intention to use. Finally, it was shown that affective commitment has a statistically significant positive effect on the intention to use.