Abstract

The adoption rate of Internet banking services (IBS) is considered to be relatively high in the developed countries; which is not the case for developing countries. The lack of trust plays a vital role in discouraging users from adopting IBS. Therefore, initial trust could be the starting point of making customers comfortable processing their banking transactions online. This study aims to propose a conceptual model of initial trust in IBS in developing countries. The proposed model integrates its constructs from: the trust literature, diffusion of innovation theory (DoI), and Hofstede’s national culture theory. This paper also aims to develop and validate a research instrument in order to examine the proposed model. We conducted a pilot study in Jordan, which is one of the developing countries, and refined the model and its instrument based on the obtained results.

Recommended Citation

Aljaafreh, A. & Al-Ani, A. (2014). Conceptualizing Initial Trust in Internet Banking Services: A Pilot Study. In V. Strahonja, N. Vrček., D. Plantak Vukovac, C. Barry, M. Lang, H. Linger, & C. Schneider (Eds.), Information Systems Development: Transforming Organisations and Society through Information Systems (ISD2014 Proceedings).Varaždin, Croatia: Faculty of Organization and Informatics. ISBN: 978-953-6071-43-2. http://aisel.aisnet.org/isd2014/proceedings/ReshapingOrganisations/3.

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Conceptualizing Initial Trust in Internet Banking Services: A Pilot Study

The adoption rate of Internet banking services (IBS) is considered to be relatively high in the developed countries; which is not the case for developing countries. The lack of trust plays a vital role in discouraging users from adopting IBS. Therefore, initial trust could be the starting point of making customers comfortable processing their banking transactions online. This study aims to propose a conceptual model of initial trust in IBS in developing countries. The proposed model integrates its constructs from: the trust literature, diffusion of innovation theory (DoI), and Hofstede’s national culture theory. This paper also aims to develop and validate a research instrument in order to examine the proposed model. We conducted a pilot study in Jordan, which is one of the developing countries, and refined the model and its instrument based on the obtained results.