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The Impact of Customer Trust and Perception of Security and Privacy on the Acceptance of Online Banking Services: Structural Equation Modeling Approach

Al-Sharafi, Mohammed A. and Ruzaini, Abdullah Arshah (2016) The Impact of Customer Trust and Perception of Security and Privacy on the Acceptance of Online Banking Services: Structural Equation Modeling Approach. In: Proceedings of The National Conference for Postgraduate Research (NCON-PGR 2016), 24-25 September 2016 , Universiti Malaysia Pahang (UMP), Pekan, Pahang. pp. 171-177..

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Abstract

The present study aimed to investigate the impact of security and privacy perceptions on bank customers’ trust to accept and adopt online banking services. Specifically, the investigation in the study focused on the factors affecting customers’ trust to accept and use online banking services. In order to achieve this, a survey was administered to a number of 198 participants from Jordan for collecting the data. A Structural Equation Modeling (SEM) approach was utilized for analyzing the respondents’ responses to the survey. The results showed that trust positively affected customers’ behavioral intention to adopt online banking services. Moreover, the customers’ perception, including their perceived usefulness, security and privacy had a significant impact on their trust. However, users’ perceived ease of use failed to predict the customers’ intention to use online banking services. Based on these results, a research model that accurately reflects the factors affecting customers’ trust to accept and use online banking services was developed.

Item Type: Conference or Workshop Item (Lecture)
Uncontrolled Keywords: Online Banking Services, Perceived Ease of Use, Perceived Usefulness, Structural Equation Modeling
Subjects: Q Science > Q Science (General)
Q Science > QA Mathematics > QA76 Computer software
Faculty/Division: Faculty of Computer System And Software Engineering
Depositing User: Noorul Farina Arifin
Date Deposited: 26 Sep 2016 07:19
Last Modified: 27 Apr 2018 03:23
URI: http://umpir.ump.edu.my/id/eprint/14519
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