Research on Customer Trust in Internet Banking and its Effect on Internet Banking Customer Adaptation

Abstract

Nowadays, the emergence of online banking has provided another opportunity for customers to benefit from online services. Many scholars have pointed out that there are a large number of factors that forces the banks to run their services through online channels. The main factor that banks should care is customer’s trust which is emphasizes in our research study. Apparently, clients may not accept to use so much the online services due to the low level of trust in that bank. However, our aim of this study is to understand the influence of dimensions on customer’s trust in online banking and their adaptation with this kind of banking. Moreover, the study brings out the relationship between easy access of the bank webpage as well as website quality by comprising the webpage accessibility, privacy and security, information quality, offline services by effecting on customer’s trust in online banking, and then on customer adaptation. The study was conducted through a survey by delivering it in hardcopy and electronically to clients who were used to apply online banking for their needs on this sector. The results showed that customer’s trust in online banking can crucially affect customer adaptation. Ease of access, website and information quality, security and privacy, and offline banking services are the important antecedents of customer’s trust.