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Factors Influencing Individual Customers Trust in Internet Banking: Case of Baltic States

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  • Viktorija Skvarciany

    (Department of Economics Engineering, Faculty of Business Management, Vilnius Gediminas Technical University, 10223 Vilnius, Lithuania)

  • Daiva Jurevičienė

    (Department of Economics Engineering, Faculty of Business Management, Vilnius Gediminas Technical University, 10223 Vilnius, Lithuania)

Abstract

The investigation of trust in commercial banks needs to focus specifically on internet banking, as it is the fastest growing banking service. The article explores factors influencing trust in internet banking and estimates this impact in the Baltics states. The factors are as follows: Provided information, e-banking system, the website of a bank, and a bank’s characteristics. Overall, 1013 respondents and 21 experts took part in the current study. The results of the respondents’ survey showed that the factor that is necessary for trust building in all the examined countries differs: In Lithuania, information and the bank, in Latvia, the website, and in Estonia, the bank. According to the experts, the most powerful factor in the trust-building process in Lithuania and Latvia is the e-banking system while in Estonia, the website. The research has the following limitations: The online survey of individual customers (however, internet banking relates to internet users, so this limitation is not essential); the analysis of only the positively affecting criteria of the trust-building process; only experts assessed the subfactors.

Suggested Citation

  • Viktorija Skvarciany & Daiva Jurevičienė, 2018. "Factors Influencing Individual Customers Trust in Internet Banking: Case of Baltic States," Sustainability, MDPI, vol. 10(12), pages 1-17, December.
    • Handle: RePEc:gam:jsusta:v:10:y:2018:i:12:p:4809-:d:191068
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    References listed on IDEAS

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    Cited by:

    1. Muzamir M. Mafabi & Tumani Sanneh & Sadaf Sharjeel, 2024. "What Are the Implications of Government's Right to Collect Information on Public Trust in Banks?," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 13(2), pages 468-474.
    2. Miloš Milosavljević & Milan Okanović & Slavica Cicvarić Kostić & Marija Jovanović & Milenko Radonić, 2023. "COVID-19 and Behavioral Factors of e-Payment Use: Evidence from Serbia," Sustainability, MDPI, vol. 15(4), pages 1-13, February.
    3. Francisco Palací & Alejandro Salcedo & Gabriela Topa, 2019. "Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research Approaches," Sustainability, MDPI, vol. 11(2), pages 1-26, January.
    4. Olga Vl. Bitkina & Jaehyun Park & Hyun K. Kim, 2022. "Measuring User-Perceived Characteristics for Banking Services: Proposing a Methodology," IJERPH, MDPI, vol. 19(4), pages 1-15, February.
    5. Taheri, Babak & Yousaf, Anish & Gannon, Martin & Mishra, Abhishek, 2024. "e-commerce website customer engagement: Delineating the role of UTAUT, vividness, and compulsion," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).

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