The effect of trust,channel technology,and transaction type on the adoption of self-service bank channels

Few studies have examined customers' beliefs and intentions across different self-service technology channels and different intended uses of these channels. The present work integrates (a) technology acceptance variables (b) trusting beliefs and trusting intention as two distinct constructs, (c) level of customers' information about the channel, in order to test their effect on use intention for two channels, Internet and phone banking, and three banking transactions. Findings from a sample of 762 bank customers reveal that patterns of adoption are quite similar for the two channels but differ across transactions. Furthermore, the trusting intention has a strong mediating role between trusting beliefs and technology-acceptance variables on one hand, and intention to use these channels on the other hand. Several implications for developing intention to use technology-based channels are discussed.     

Trust disposition,trust antecedents,trust, and behavioral intention

Trust is important for fostering successful relationships, reducing uncertainty and risk, and increasing willingness to purchase. This study tests the replications in the mobile banking (m-banking) industry and the influence of trust on purchase intention via investigating the relationships between disposition to trust, and trust antecedents to trust in forming trust in m-banking services, which in turn leads to behavioral intention to adopt those services. In spite of numerous studies being focused on the critical role of trust in recent decades, the topic of multidimensional trust antecedents in m-banking, as well as the effects of disposition to trust on m-banking adoption intention has been relatively neglected. Based on the data collected in Taiwan, the results reveal significant positive relationships between disposition to trust, trust antecedents, and trust. Meanwhile, the relationship between trust and behavioral intention are positively significant. Contributions and managerial implications are discussed.     

Determinants of customers’ intentions towards environmentally sustainable banking: Testing the structural model

The increasing urbanization and changing consumption patterns are putting great strain on environmental sustainability. The consumption patterns need to be reformed due to the great contribution to rising carbon emissions. The customers are also becoming aware of the various environmental issues. The current research developed and tested a conceptual framework to scrutinize the antecedents of customers' intentions to adopt environmentally sustainable banking services and activities. Following the theory of planned behaviour (TPB), this paper incorporated the constructs namely trust, environmental consciousness, and perceived behavioural outcomes in addition to its basic variables. The data were gathered from a cross-sectional sample of 440 Indian bank customers using a survey method. PLS-based structural equation modelling technique was employed to test the research model. The results indicated that TPB constructs exert significant influence on customers’ behavioural intention. The environmental consciousness was marked as a highly significant predictor of perceived behavioural outcomes which in turn was found to be a significant determinant of trust as well as behavioural intention. Moreover, the attitude was found to be a significant outcome of trust and environmental consciousness. This research puts forth the theoretical as well as managerial implications and provides directions for further research in the concerned thrust area.     

Atypical Shifts Post-failure: Influence of Co-creation on Attribution and Future Motivation to Co-create

This study investigates how the effect of the failure of co-created products or services influences: (a) internal attribution (i.e. the self) and external attribution (i.e. the firm), (b) customers' expectancies of success, and (c) customers' future motivation to co-create and contribute to recovery from failure. We use attribution theory and the attribution–expectancy framework to explain the theoretical relationships we advance and test our hypotheses in two independent experiments that stimulate co-creation through role-play and vignettes. The results show that customer co-creation shifts the attribution for failure to the self, resulting in atypical shifts in expectancy (increasing customers' expectancy of future success and motivation to continue co-creating in the future). Our results suggest that utilizing customers' efforts and skills in the co-creation of products and services can help firms to manage failure effectively. The implications of our findings on co-creation research and product and service failures are discussed, specific applications within the digital context are considered, and suggestions are offered for future research.     

Internet Banking–An Empirical Investigation of a Trust and Loyalty Model for New Zealand Banks

ABSTRACT

The development of Internet Banking (I-Banking) requires a new recognition of customers' values for building long-term organization-customer relationships in the E-era. A Structural Equation Model was developed and tested in this paper to identify the determinants that influence customers' trust in, and loyalty to, I-Banking in New Zealand. The results indicated that shared value was the most critical factor impacting customers' trust in I-Banking, compared with two other important factors: communication and opportunistic behaviour control. With regards to improving loyalty among I-Bank customers, findings suggest that I-Banking needs to take satisfaction, trust, brand reputation and switching cost seriously. In particular, satisfaction needs to be regarded seriously, as it is the most important factor influencing customers' loyalty. Based on these findings, the paper culminates in recommendations to improve I-Banking services for customers.     

The role of customer online brand experience in customers' intention to forward online company-generated content: The case of the Islamic online banking sector in Palestine

The purpose of this study is twofold: Firstly, to assess the impact of customer online brand experience (COBE) with online banking on customer's intention to forward online company-generated content (CGC). Secondly, to explore the role of online brand community engagement (OBCE) and the perceived trust of brand community page (BCP) as mediating variables between COBE and the intention to forward online CGC. This research conducted an online survey among various Islamic bank customers in Palestine who were members of online brand communities (fan pages) on Facebook. 375 valid responses were collected and results revealed that COBE exerts a dual influence on intention to forward CGC. This study is a pioneering empirical research on the role of OBCE in customers' intention to forward online CGC within the fast-growing Islamic banking industry. This study contributes to fill this research gap by assessing the effect of COBE on OBCE and intention to forward online CGC within the context of the Islamic online banking sector in Palestine. In this sense, this study is a first-of-its-kind research on the role of experience on customer engagement with regard to online brand communities of Islamic banks.     

The Productive Tension of Trust and Distrust: The Coexistence and Relative Role of Trust and Distrust in Online Banking

This study examines the effects of trustworthiness perceptions and trustor dispositions on trust and distrust as well as the downstream influence of trust and distrust on intention to use online banking. More than 500 college students located across two universities completed a survey to provide data for the study. The findings from this study suggest that the “blind trust” and “blind distrust” perspectives used in isolation are incomplete and that a more comprehensive model of trust requires the inclusion of both perspectives. As hypothesized, results also support the assertion that trust and distrust are distinct constructs and that the established e-retailing trust nomological network holds in an online banking context. The study also contributes to the literature by establishing several distrust antecedents, as well as illustrating distrust's negative effect on intention to use online banking. Finally, the study illustrates how the influence of trust can overwhelm the effect of distrust in an online banking context.     

An empirical analysis of factors predicting the behavioral intention to adopt Internet shopping technology among non-shoppers in a developing country context: Does gender matter?

Motivated by the lack of knowledge of what factors deterring Internet users from adopting the Internet shopping in developing cultures, this investigation is therefore intended to underline the possible factors responsible for their deterrence. To achieve this objective, a model was proposed by involving factors established in literature as key potential drivers for predicating individuals' behavioral intention to adopt new technologies. The proposed factors were drawn from popular IS/IT adoption theories, namely perceived ease-of-use, perceived usefulness, perceived compatibility, social influence, trust, perceived risk, privacy, security, Internet shopping anxiety, Internet self-efficacy and price. Gender moderating influence was investigated in the conceptualized relationships between proposed factors and behavioral intention.This study was implemented by collecting data through a self-administered questionnaire from a broad diversity of Jordanian Internet users. Analyzing the data which consists of 261 valid datasets was accomplished by using WarpPLS 4.0. The results provide significant statistical evidence in support of all the factors hypothesized to influence behavioral intention to adopt with the exception of three factors: perceived risk, privacy and security. Furthermore, the gender was found to moderate the relationships between five of the proposed factors (perceived ease-of-use, social influence, trust, perceived risk, privacy) and behavioral intention. This study has also revealed some differences between online shoppers (based on prior literature and results) and non-shoppers. Interestingly, the proposed model explains 58% of the total variance in intention to adopt Internet shopping. Findings and limitations are discussed, theoretical contributions and practical implications are outlined, and future research directions are suggested.     

Managing Customer Switching Behavior in the Banking Industry

This study aimed to explore the factors that lead to the intention to stay and the intention to switch in the banking industry. The research adopted a qualitative, inductive approach to data collection using a sample of 19 Australians customers who use banking services, and two Australian bank managers. The factors that are important to the customers' decision to change banks or to diversify their accounts include: (a) customer service and customer intimacy; (b) response to service failure; (c) effect of advertising; (d) reputation; (e) ease of banking; and (f) customer value.     

Organic food corporate image and customer co-developing behavior: The mediating role of consumer trust and purchase intention

The impact of organic food corporate image on customers' surpassing purchasing behavior is absent in prior literature. Based on the S–O-R framework, the current study focuses on organic food member customers to explore the influence of corporate ability (CA) image and corporate social responsibility (CSR) image of organic food company on the consumption behavior and co-developing behavior of customers. The consumer samples came from 269 member customers of an organic food enterprise in southwest China. The results show that organic food company CA and CSR image positively affect consumer trust and co-developing behavior. CSR image enhances consumer trust and co-developing behavior than CA image does. Additionally, consumer trust and purchase intention play a multi-step mediating role in the relationship between corporate image (CA and CSR) and consumers' co-developing behavior. In conclusion, our findings provide new insights for understanding the relationship between the corporate image of organic food and the co-developing behavior of customers. The research results provide support for organic food companies that can effectively promote consumer trust, continuous purchase, and active engagement in the co-development of products and services by creating an image of ability and social responsibility.     

Determinants of switching intention from web-based stores to retail apps: Habit as a moderator

Online retailers seek to motivate their customers to switch from web-based stores to retail apps as using the latter as a shopping channel has many benefits for retailers compared to web-based stores. This study aims to examine the drivers of customers' intention to switch from web-based stores to retail apps by applying the Stimulus-Organism-Response (S–O-R) model. The moderating role of habit was investigated. Data were collected from 389 Malaysian individuals through an online survey and analysed using the partial least squares technique. The results indicated that performance expectancy has a significant influence on switching intention and is driven by mobile characteristics. Furthermore, effort expectancy has a positive effect on both performance expectancy and switching intention and is triggered by visual complexity and aesthetic quality. The moderating effects of habit on the associations between performance expectancy, effort expectancy and switching intention were not supported. The findings extend the literature on retail apps by exploring the switching intention drivers and testing the moderating effect of culture, which have received less attention. The results enable retail apps' developers and marketers to strategise retail apps development and marketing activities in a way that encourages current web-based stores’ customers to use retail apps as a better alternative.     

Effect of Customers' and Suppliers' Perceptions of the Market Orientation of Manufacturing Firms on Channel Relationships and Financial Performance

ABSTRACT

This study is designed to investigate the effect of customers' and suppliers' perceptions of the market orientation of manufacturing firms on customers' and suppliers' trust in, cooperative norms in, and satisfaction with the relationship with the manufacturing firm. The findings from a sample of 72 matched sets of suppliers, manufacturing firms and customers in industrial channels in the Netherlands reveal that the perceived market orientation of manufacturing firms engaged in channel partnerships has a positive influence on customers' and suppliers' levels of trust in, cooperative norms in, and satisfaction with the relationship. This study further investigates the effect of the customers' and suppliers' trust in, cooperative norms in, and satisfaction with the relationship on the financial performance of the manufacturing firm. The results reveal that customers' and suppliers' cooperative norms in the relationship positively influence the manufacturing firm's financial performance. Customer's and supplier's trust in and satisfaction with the relationship have no effect on the manufacturing firm's financial performance.     

Assessing customers perception of online shopping risks: A structural equation modeling–based multigroup analysis

Increasing evidence shows the role of perceived risk in customers' attitude and intention to use online shopping services. However, the literature shows disagreement regarding the types of risks that influence purchase intention. Therefore, this study aims to empirically identify the most relevant sources of risks and uncertainties associated with online shopping services and to investigate the influence of sociodemographic characteristics (e.g., gender, age, and online shopping experience) on the levels of perceived risk using data collected through a survey questionnaire. A total of 558 participants were selected across three countries (Jordan, Saudi Arabia, and Kuwait). The responses were evaluated using structural equation modeling and multigroup analysis. The analysis showed that of the tested types of risks and uncertainty, only three had a significant influence on customers' purchase decisions: financial risk, information risk, and privacy risk. Regarding the moderating role of sociodemographic variables, the analysis showed that previous experience has a significant moderating effect. At the same time, gender and age were found not to affect the relationship between perceived risks and customers' purchase intention. These findings may help online stores understand customers’ concerns when considering online shopping. The limitations and theoretical and managerial implications of the present study are discussed.     

Multi-dimensional role of trust in Internet banking adoption

Trust has been identified as the key to e-commerce because it is crucial wherever uncertainty and interdependence exist. The strong association between a high level of trust and the banking sector has not yet been fully translated in the electronic world. The aim of this article is to develop and validate a multi-dimensional model of trust for Internet banking. The data are collected through 441 Internet banking users of Halifax Bank of Scotland. Findings suggest that trust and perceived risk are direct antecedents of intention, and trust is a multi-dimensional construct with three antecedents: perceived trustworthiness, perceived security, and perceived privacy.     

Modeling Consumers’ Adoption Intentions of Remote Mobile Payments in the United Kingdom: Extending UTAUT with Innovativeness,Risk, and Trust

Mobile payments (MPs) are predicted to be one of the future's most successful mobile services but have achieved limited acceptance in developed countries to date. PCs are still the preferred technology for online shopping in the United Kingdom but the continued growth of mobile commerce (MC) is highly correlated with the success of remote MPs (RMPs). Currently MP research has largely ignored the variations between different MP solutions, and existing MP adoption studies have predominantly utilized Davis’ (1989) Technology Acceptance Model, which has been criticized for having a deterministic approach without much consideration for users’ individual characteristics. Therefore, this study applied the Unified Theory of Acceptance and Use of Technology (UTAUT), extended with more consumer‐related constructs, to explore the factors affecting nonusers’ intentions to adopt RMP in the United Kingdom. Quantitative data were collected (n = 268) and structural equation modeling was undertaken. The findings revealed that performance expectancy, social influence, innovativeness, and perceived risk significantly influenced nonusers’ intentions to adopt RMP, whereas effort expectancy did not. Inclusion of MP knowledge as a moderating variable revealed that there was a significant difference in the effect of trust on behavioral intention for those who knew about MP than for those who did not. These findings have important theoretical and practical implications, particularly for the development and marketing of RMP, which will support the long‐term success of MC.     

Discovery sustainable servicescape on behavioural intention practices and nationality: The moderating role of parasocial interaction

The application of marketing strategies and advance technology to encourage customers’ sustainable behaviour intentions is a critical issue and is receiving increasing attention in terms of sustainable hotel operations and resource allocation. This study used structural equation modeling (SEM) in analyzing the data drawn from a survey of 792 experienced respondents. Results suggest that 7P marketing strategy has significant indirect influence on the behavioural intentions of word-of-mouth (WOM) and hotel booking intention through the positive and significant mediating effects of perceived trust, performance expectancy, gratification, values of nature, and voluntary reduction in tourist eco-behaviour (VRTE). However, VRTE has insignificant mediation effect on the relationship between perceived trust and performance expectancy. This is the same with performance expectancy that has insignificant indirect effect from VRTE to behavioural intentions. Furthermore, parasocial interaction is confirmed to moderate the relationship between performance expectancy and behavioural intentions. The current research presents several theoretical implications in the research field and management implications for sustainable hotel managers and recommendations for future research directions.     

Electronic Services Co-Creation Experience: Telecommunications Sector in Tunisia as an Example

Despite the intensive use of the Internet in service delivery, little attention has been paid so far to assessing the impact of the quality of electronic services on the willingness of customers to participate in the co-creation experience online. In order to determine how the consumer reacts to the adoption of new information and communication technologies and, in particular, online telecommunication services, we empirically test the influence of electronic service quality dimensions on the co-creation experience online, integrating the attitude, satisfaction, and intention of the customer. The data were collected from a sample of 263 Tunisian telecommunications customers and analyzed using the structural equation modeling technique. The results show that, even if five dimensions of the quality of the online service positively influence the attitude towards the website, all of the dimensions of the quality of e-services positively influence the e-satisfaction. The results also confirm that customers' attitude towards the website and e-satisfaction positively affect the intention to use the website, which in turn affects the willingness of clients to participate in the experience co-creation online.     

Internet banking loyalty: evaluating the role of trust,satisfaction, perceived risk and frequency of use

This paper analyses the role of satisfaction, trust, frequency of use and perceived risk as antecedents of consumer loyalty to banking websites. While the literature usually focuses on the direct effects of these variables, special attention is paid here to evaluate their moderating effects on the relationship between satisfaction and loyalty. The results from a sample of 254 Spanish users of Internet banking services show that while satisfaction correlates positively with loyalty, the effect is significantly less intense with high levels of perceived risk. The results are similar for trust, which correlates more positively with high levels of perceived risk, but also when Internet banking is used less frequently. Managerial implications from these results are provided.     

The effect of interior color on customers’ aesthetic perception,emotion, and behavior in the luxury service

This study examined the role of color in a luxury service setting. To understand the effect of color, this study investigated how each dimension of color (hue, saturation, or value) contributed to customers' aesthetic perceptions of a luxury hotel room. We interpreted customers' emotional and behavioral responses to a luxury hotel room painted various colors by applying the S–O–R model. The results showed that muted and bright colors encouraged both classical and expressive aesthetic perceptions within the same hue. Moreover, the results indicated that customers' aesthetic perceptions influenced their approach response through feelings of pleasure and dominance in the luxury hotel context that was moderated by their luxury consumption motivation. This study extends the previous literature by elucidating the process by which color affects customers' aesthetic perceptions, emotional states, and behavioral responses and can inform the composition of a luxury hotel's servicescape, which reflects customers' consumption motivation.     

The theory of planned behavior in e‐commerce: Making a case for interdependencies between salient beliefs

To provide more specific explanation of consumers' purchase intention on the Internet, this study expanded the original theory of planned behavior (TPB) by decomposing belief constructs and by including interdependency terms between salient beliefs. The findings of this study supported the existence of interdependencies between salient beliefs in TPB. Also, the decomposition of attitude components is expected to provide on‐line retailers with more clear‐cut information about customers' evaluative criteria for e‐tailers when they make a purchase decision on the Internet. © 2005 Wiley Periodicals, Inc.