Title: Investigating the role of online initial trust in explaining the adoption intention of internet banking services

Authors: Ali Aljaafreh; Omar Al-Hujran; Ahmed Al-Ani; Mutaz M. Al-Debei; Nidal Al-Dmour

Addresses: Department of Management Information Systems, Mutah University, Mutah, Karak, 61710, Jordan ' College of Business and Economics, United Arab Emirates University, Sheik Khalifa Bin Zayed Street, Al Ain 15551, UAE ' School of Biomedical Engineering, University of Technology Sydney, Broadway, NSW, 2007, Australia ' Department of Management Information Systems, The University of Jordan, Queen Rania Street, 11942, Amman, Jordan ' Department of Information Technology, Ajman University, University Street, 2758, Ajman, United Arab Emirates

Abstract: Online initial trust is one of the impediments that affect the adoption of new information technology (IT) innovations; therefore, improving customer's initial trust is likely to improve the adoption of internet banking services (IBS). This study aims identify the factors that affect customer's initial trust for the adoption of internet banking services in developing countries. Data from a survey of 540 respondents were collected to empirically test the proposed research model. The results of this study show that organisational structural assurance, banks' reputation, perceived relative advantages, and uncertainty avoidance are the most important determinants of customers' initial trust in IBS in developing countries. In addition, the results indicate that initial trust in IBS positively influences intention to use IBS. The obtained results underpin the claim that national culture has a significant role in forming customers' initial trust in IBS, particularly in developing countries' context.

Keywords: initial trust; internet banking; national culture; intention to use; developing countries.

DOI: 10.1504/IJBIS.2021.113971

International Journal of Business Information Systems, 2021 Vol.36 No.4, pp.474 - 505

Received: 01 Sep 2018
Accepted: 16 Dec 2018

Published online: 06 Apr 2021 *

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