Antecedents of Trust in Mobile Banking Amongst Generation Y Students in South Africa

The purpose of this study was to determine the influence of perceived structural assurance concerning mobile banking, information and system quality of mobile banking, integrity of the mobile bank, trust propensity and perceived ease of use and usefulness of mobile banking on South African Generation Y students’ trust in mobile banking. The study followed a descriptive research design, using a single cross-sectional approach. A self-administered survey questionnaire was used to collect data from a convenience sample of 334 students registered at three public South African university campuses. The results suggest that Generation Y students’ perceived structural assurance, integrity of a bank, trust propensity and ease of use of mobile banking all have a statistically significant positive influence on their trust in mobile banking. However, their perceived information and system quality, as well as their usefulness of mobile banking has a positive yet non-significant influence on their trust in mobile banking. Understanding Generation Y students’ trust in mobile banking will assist retail banking marketers and strategists in their efforts to formulate strategies that will foster trust in their mobile channels amongst customers of this cohort and, in doing so, promote greater mobile banking penetration. This paper also fulfils an identified need to study the antecedents of trust in mobile banking, especially amongst the South African youth.