IDEAS home Printed from https://ideas.repec.org/a/pal/palcom/v10y2023i1d10.1057_s41599-023-02483-3.html
   My bibliography  Save this article

Investigating customers’ continuous trust towards mobile banking apps

Author

Listed:
  • Maohao Che

    (Nanyang Technological University
    Singapore University of Social Sciences)

  • Sze Yee Ashley Say

    (Nanyang Technological University)

  • Han Yu

    (Nanyang Technological University)

  • Qingji Zhou

    (Tianjin University)

  • Jared Shu

    (WeResearch, WeBank)

  • Wen Sun

    (WeResearch, WeBank)

  • Xi Luo

    (WeResearch, WeBank)

  • Hong Xu

    (Nanyang Technological University)

Abstract

Gaining continuous trust from mobile banking customers is a critical step in retaining customers for their usage of the provided services. The current study aims to investigate how customers’ continuous trust is formed at the continuous-use stage. Online survey responses from 450 frequent mobile banking users are collected. The data were analysed using structural equation modelling (SEM) based on a proposed model that predicts trust. The findings successfully validated the model and its reduced form. Based on the model, customers’ continuous trust can be predicted by mobile banking apps’ perceived ease of use, privacy assurance and security features, organisation reputation, customer support, and customers’ previous experience. Furthermore, the interactive relationships among these proposed factors are proposed and validated in the model. By studying trust in mobile banking past the initial adoption stage, we provide evidence to support the theoretical framework of investigating mobile banking continuous trust from the three constructs—mobile app (perceived ease of use, privacy assurance, security features), organisation (reputation, customer support), and customer (prior experience).

Suggested Citation

  • Maohao Che & Sze Yee Ashley Say & Han Yu & Qingji Zhou & Jared Shu & Wen Sun & Xi Luo & Hong Xu, 2023. "Investigating customers’ continuous trust towards mobile banking apps," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-10, December.
    • Handle: RePEc:pal:palcom:v:10:y:2023:i:1:d:10.1057_s41599-023-02483-3
    DOI: 10.1057/s41599-023-02483-3
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41599-023-02483-3
    File Function: Abstract
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1057/s41599-023-02483-3?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Gurveen Kaur & Pankaj Deshwal & Hamendra K. Dangi, 2023. "Customer engagement: a systematic review and future research agenda," International Journal of Internet Marketing and Advertising, Inderscience Enterprises Ltd, vol. 18(2/3), pages 148-180.
    2. Sharma, Sujeet Kumar & Mangla, Sachin Kumar & Luthra, Sunil & Al-Salti, Zahran, 2018. "Mobile wallet inhibitors: Developing a comprehensive theory using an integrated model," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 52-63.
    3. Morteza Ghobakhloo & Masood Fathi, 2019. "Modeling the Success of Application-Based Mobile Banking," Economies, MDPI, vol. 7(4), pages 1-21, November.
    4. Kim, Yeolib & Peterson, Robert A., 2017. "A Meta-analysis of Online Trust Relationships in E-commerce," Journal of Interactive Marketing, Elsevier, vol. 38(C), pages 44-54.
    5. Zhou, Qingji & Lim, Fong Jie & Yu, Han & Xu, Gaoqian & Ren, Xiaoyu & Liu, Dan & Wang, Xiangxin & Mai, Xinda & Xu, Hong, 2021. "A study on factors affecting service quality and loyalty intention in mobile banking," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    6. Dariyoush Jamshidi & Yousef Keshavarz & Fazlollah Kazemi & Moghaddaseh Mohammadian, 2018. "Mobile banking behavior and flow experience," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 45(1), pages 57-81, January.
    7. Shareef, Mahmud Akhter & Baabdullah, Abdullah & Dutta, Shantanu & Kumar, Vinod & Dwivedi, Yogesh K., 2018. "Consumer adoption of mobile banking services: An empirical examination of factors according to adoption stages," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 54-67.
    8. Wenjuan Li & Lan Xue, 2021. "Analyzing the Critical Factors Influencing Post-Use Trust and Its Impact on Citizens’ Continuous-Use Intention of E-Government: Evidence from Chinese Municipalities," Sustainability, MDPI, vol. 13(14), pages 1-18, July.
    9. Federico Cassioli & Michela Balconi, 2022. "Advertising in app: a neuroscientific approach," International Journal of Internet Marketing and Advertising, Inderscience Enterprises Ltd, vol. 16(3), pages 257-270.
    10. Shahid, Shadma & Islam, Jamid Ul & Malik, Shehla & Hasan, Uzma, 2022. "Examining consumer experience in using m-banking apps: A study of its antecedents and outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Avornyo, Philip & Fang, Jiaming & Antwi, Collins Opoku & Aboagye, Michael Osei & Boadi, Evans Asante, 2019. "Are customers still with us? The influence of optimum stimulation level and IT-specific traits on mobile banking discontinuous usage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 348-360.
    2. Wongsansukcharoen, Jedsada, 2022. "Effect of community relationship management, relationship marketing orientation, customer engagement, and brand trust on brand loyalty: The case of a commercial bank in Thailand," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    3. Sharma, Manisha & Banerjee, Subhojit & Paul, Justin, 2022. "Role of social media on mobile banking adoption among consumers," Technological Forecasting and Social Change, Elsevier, vol. 180(C).
    4. Moriuchi, Emi & Takahashi, Ikuo, 2022. "The role of perceived value, trust and engagement in the C2C online secondary marketplace," Journal of Business Research, Elsevier, vol. 148(C), pages 76-88.
    5. Jebarajakirthy, Charles & Shankar, Amit, 2021. "Impact of online convenience on mobile banking adoption intention: A moderated mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    6. Alalwan, Ali Abdallah & Baabdullah, Abdullah M. & Rana, Nripendra P. & Tamilmani, Kuttimani & Dwivedi, Yogesh K., 2018. "Examining adoption of mobile internet in Saudi Arabia: Extending TAM with perceived enjoyment, innovativeness and trust," Technology in Society, Elsevier, vol. 55(C), pages 100-110.
    7. Isabelle Brun & Lova Rajaobelina & Line Ricard & Annick Fortin, 2017. "Impact of website characteristics on relationship quality: a comparison of banks financial cooperatives," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(4), pages 141-149, December.
    8. Nardi, Vinicius Antonio Machado & Jardim, William Carvalho & Ladeira, Wagner Júnior & Santini, Fernando, 2020. "A meta-analysis of the relationship between customer participation and brand outcomes," Journal of Business Research, Elsevier, vol. 117(C), pages 450-460.
    9. Shankar, Amit & Rishi, Bikramjit, 2020. "Convenience matter in mobile banking adoption intention?," Australasian marketing journal, Elsevier, vol. 28(4), pages 273-285.
    10. Kim, Yeolib & Kim, Seung Hyun & Peterson, Robert A. & Choi, Jeonghye, 2023. "Privacy concern and its consequences: A meta-analysis," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
    11. Yousaf, Anish & Mishra, Abhishek & Gupta, Anil, 2021. "‘From technology adoption to consumption’: Effect of pre-adoption expectations from fitness applications on usage satisfaction, continual usage, and health satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    12. Matej Kovač & Vesna Žabkar, 2020. "Do Social Media and E-Mail Engagement Impact Reputation and Trust-Driven Behavior?," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 32(1), pages 9-25.
    13. Yadgar Taha M. Hamakhan, 2020. "The effect of individual factors on user behaviour and the moderating role of trust: an empirical investigation of consumers’ acceptance of electronic banking in the Kurdistan Region of Iraq," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-29, December.
    14. Larbi-Siaw, Otu & Xuhua, Hu & Owusu, Ebenezer & Owusu-Agyeman, Abigail & Fulgence, Brou Ettien & Frimpong, Samuel Akwasi, 2022. "Eco-innovation, sustainable business performance and market turbulence moderation in emerging economies," Technology in Society, Elsevier, vol. 68(C).
    15. Kala Kamdjoug, Jean Robert & Wamba-Taguimdje, Serge-Lopez & Wamba, Samuel Fosso & Kake, Ingrid Bive'e, 2021. "Determining factors and impacts of the intention to adopt mobile banking app in Cameroon: Case of SARA by afriland First Bank," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    16. Chia-chi Sun & Shih-chi Chang, 2021. "An Examination of the Catalyst for Tapping into Mobile Financial Services in the Post-COVID-19 World," Mathematics, MDPI, vol. 9(16), pages 1-19, August.
    17. Youshin Kwak & Jeeyeon Kim & Yeolib Kim & Jeonghye Choi, 2021. "Understanding digital consumers' well‐being in Asia: The moderating roles of digital natives and privacy concerns," Journal of Consumer Affairs, Wiley Blackwell, vol. 55(4), pages 1274-1291, December.
    18. Jalan, Akanksha & Matkovskyy, Roman & Urquhart, Andrew & Yarovaya, Larisa, 2023. "The role of interpersonal trust in cryptocurrency adoption," Journal of International Financial Markets, Institutions and Money, Elsevier, vol. 83(C).
    19. Nadire Cavus & Yakubu Bala Mohammed & Abdulsalam Ya’u Gital & Mohammed Bulama & Adamu Muhammad Tukur & Danlami Mohammed & Muhammad Lamir Isah & Abba Hassan, 2022. "Emotional Artificial Neural Networks and Gaussian Process-Regression-Based Hybrid Machine-Learning Model for Prediction of Security and Privacy Effects on M-Banking Attractiveness," Sustainability, MDPI, vol. 14(10), pages 1-21, May.
    20. Muhammad Hamza & Rai Waqas Azfar & Khwaja Mateen Mazher & Basel Sultan & Ahsen Maqsoom & Shabir Hussain Khahro & Zubair Ahmed Memon, 2023. "Exploring Perceptions of the Adoption of Prefabricated Construction Technology in Pakistan Using the Technology Acceptance Model," Sustainability, MDPI, vol. 15(10), pages 1-25, May.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:palcom:v:10:y:2023:i:1:d:10.1057_s41599-023-02483-3. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: https://www.nature.com/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.