Understanding Customer's Initial Trust in Internet Banking Services: A Field Study in Jordan

Aljaafreh, A; Al-Ani, A; Aljaafreh, R; Chandran, D

Understanding Customer's Initial Trust in Internet Banking Services: A Field Study in Jordan

Aljaafreh, A Al-Ani, A

Aljaafreh, R Chandran, D

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Publication Type:: Conference Proceeding
Citation:: International Conference on Information Systems Development, ISD 2015, 2015
Issue Date:: 2015-01-01

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Field	Value	Language
dc.contributor.author	Aljaafreh, A	en_US
dc.contributor.author	Al-Ani, A https://orcid.org/0000-0002-8092-8954	en_US
dc.contributor.author	Aljaafreh, R	en_US
dc.contributor.author	Chandran, D https://orcid.org/0000-0002-7131-5128	en_US
dc.date.available	2015-07-30	en_US
dc.date.issued	2015-01-01	en_US
dc.identifier.citation	International Conference on Information Systems Development, ISD 2015, 2015	en_US
dc.identifier.isbn	9789624423938	en_US
dc.identifier.uri	http://hdl.handle.net/10453/38355
dc.description.abstract	The aim of this study is to develop a unified model of initial trust for the adoption of internet banking services (IBS) in developing countries. In particular, three groups of factors have been investigated: trust literature, diffusion of innovation theory, and national culture, in order to reveal their effect on forming a customer's initial trust in IBS. We collected data using a survey and then analysed it using structural equation modelling. According to the obtained results, initial trust in internet banking services was significantly affected by: (i) factors obtained from the trust literature, which are disposition to trust, organisational structural assurance, and reputation. (ii) Relative advantages, which was adopted from the diffusion of innovation theory. (iii) Uncertainty avoidance, which is a dimension of national culture. Also, analysis of results showed a high impact of initial trust in IBS on the intention to use it. However, unlike developed countries, we found that some factors not to have noticeable influence on initial trust in IBS, such as: technical structural assurance and individualism versus collectivism.	en_US
dc.relation.ispartof	International Conference on Information Systems Development, ISD 2015	en_US
dc.title	Understanding Customer's Initial Trust in Internet Banking Services: A Field Study in Jordan	en_US
dc.type	Conference Proceeding
utslib.for	0801 Artificial Intelligence and Image Processing	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Engineering and Information Technology
pubs.organisational-group	/University of Technology Sydney/Faculty of Engineering and Information Technology/School of Biomedical Engineering
pubs.organisational-group	/University of Technology Sydney/Faculty of Engineering and Information Technology/School of Professional Practice and Leadership
pubs.organisational-group	/University of Technology Sydney/Strength - CHT - Health Technologies
utslib.copyright.status	closed_access
pubs.declined	2015-11-27T11:39:26.865+1100
pubs.deleted	2015-11-27T11:39:26.865+1100
pubs.publication-status	Published	en_US

Abstract:

The aim of this study is to develop a unified model of initial trust for the adoption of internet banking services (IBS) in developing countries. In particular, three groups of factors have been investigated: trust literature, diffusion of innovation theory, and national culture, in order to reveal their effect on forming a customer's initial trust in IBS. We collected data using a survey and then analysed it using structural equation modelling. According to the obtained results, initial trust in internet banking services was significantly affected by: (i) factors obtained from the trust literature, which are disposition to trust, organisational structural assurance, and reputation. (ii) Relative advantages, which was adopted from the diffusion of innovation theory. (iii) Uncertainty avoidance, which is a dimension of national culture. Also, analysis of results showed a high impact of initial trust in IBS on the intention to use it. However, unlike developed countries, we found that some factors not to have noticeable influence on initial trust in IBS, such as: technical structural assurance and individualism versus collectivism.

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http://hdl.handle.net/10453/38355