The growing popularity of the internet has provided an opportunity for organisations to deliver services effectively and efficiently via remote channels, necessitating a fresh perspective in order to understand how to extract the best outcome in terms of customer satisfaction and profitability. We found that the factors influencing trust levels in the real world may not do so in the internet banking environment. Trust levels were high overall, but the expectation that trust levels would increase over time through use and/or benevolent activity by the Bank was not supported. The key driver for using internet banking was found to be convenience.
Yelverton, Bruce; Matthews, Claire; and Tripe, David, "Trust on the Internet" (2004). ACIS 2004 Proceedings. Paper 107.