Title: The effect of trust transference in multi-banking channels; offline, online and mobile

Authors: Inwon Kang, Kun Chang Lee, Sang-Man Kim, Jiwon Lee

Addresses: School of International Business and Trade, Kyung Hee University, Seoul 130-701, Korea. ' Department of Interaction Science, SKK Business School, Sungkyunkwan University, Seoul 110-745, Korea. ' School of Management and Management Research Institute, Kyung Hee University, Seoul 130-701, Korea. ' School of International Business and Trade, Kyung Hee University, Seoul 130-701, Korea

Abstract: This study aims at investigating the trust transference among offline, online and mobile banking channels. Empirical results with 280 valid questionnaire data revealed that customers| offline trust transfers to the online banking channel, reflecting online trust, and perceived satisfaction with online banking transactions. In turn, those constructs built in offline and online banking channels affects the four constructs in the mobile banking channel: mobile addiction, perceived differentiation with mobile banking service, perceived safety with mobile banking transactions and intention to use mobile banking.

Keywords: trust transference; channel expansion; offline trust; online trust; online banking; mobile banking; mobile communications; m-banking; e-banking; electronic banking; perceived satisfaction; mobile addiction; perceived differentiation; perceived safety; intention to use.

DOI: 10.1504/IJMC.2011.040141

International Journal of Mobile Communications, 2011 Vol.9 No.2, pp.103 - 123

Available online: 18 May 2011 *

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