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Paper Type
Complete
Abstract
In our research, we aim to bridge existing gaps in trust-related studies by assessing the influences of security and privacy on trust and the subsequent effect of trust on customer satisfaction, with a specific focus on digital banking within the Taiwanese context. Our findings demonstrate that information quality (INQ), system quality (SYQ), and service quality (SVQ) exert a significant influence on user satisfaction (USA), with system quality (SYQ) and service quality (SVQ) being the most impactful variables. Trust emerges as a pivotal determinant of satisfaction in digital banking, with security and privacy playing pivotal roles in establishing and reinforcing that trust.
Paper Number
1499
Recommended Citation
Chang, Wei-Lun, "The Impact of Trust on Digital Banking Services" (2024). AMCIS 2024 Proceedings. 1.
https://aisel.aisnet.org/amcis2024/sig_dite/sig_dite/1
The Impact of Trust on Digital Banking Services
In our research, we aim to bridge existing gaps in trust-related studies by assessing the influences of security and privacy on trust and the subsequent effect of trust on customer satisfaction, with a specific focus on digital banking within the Taiwanese context. Our findings demonstrate that information quality (INQ), system quality (SYQ), and service quality (SVQ) exert a significant influence on user satisfaction (USA), with system quality (SYQ) and service quality (SVQ) being the most impactful variables. Trust emerges as a pivotal determinant of satisfaction in digital banking, with security and privacy playing pivotal roles in establishing and reinforcing that trust.
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