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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 and Herzallah, Fadi A. T. and Abu-Shanab, Emad A. (2018) The impact of customer trust and perception of security and privacy on the acceptance of online banking services: structural equation modeling approach. International Journal of Industrial Management (IJIM), 4. pp. 1-14. ISSN 2289-9286 (Print); 0127-564x (Online)

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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: Article
Uncontrolled Keywords: Online Banking Services, Perceived Ease of Use, Perceived Usefulness, Structural Equation Modeling
Subjects: H Social Sciences > HF Commerce
Faculty/Division: Faculty of Computer System And Software Engineering
Depositing User: Noorul Farina Arifin
Date Deposited: 27 Jun 2018 03:29
Last Modified: 27 Jun 2018 03:29
URI: http://umpir.ump.edu.my/id/eprint/21405
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