Design Requirements for Collaboration Processes to Increase Customer Trust in Mobile Banking Platforms

Banks expect the mobile channel to become more important for collaborating with customers. However, a lack of trust continues to prevent a faster dissemination of such mobile banking services, especially for the private banking customer segment. Hence, this paper discusses various determinants of trust and follows a theory-driven approach rooted in the collaboration engineering methodology. Grounded in the calculativebased, relational-based and institution-based views of trust, we derive the following design requirements for collaboration processes on mobile banking platforms: security, privacy, transparency, familiarity, social presence and normality. By validating these requirements with expert interviews, we contribute to existing theory by adding transparency as a design requirement for a collaboration process that fosters trust. Moreover, contrary to existing theory, we did not confirm familiarity as a requirement in this study

Is an App Better than an Email? Developing Trust in a Mobile Financial Advisory Service - Design and Evaluation of a Prototype

Private banks see great potential in digital technologies for engaging with clients. Both practitioners and researchers believe that digital technologies, such as mobile applications, increase transparency in the advisory process and consequently raise trust, satisfaction and customer loyalty. This study proposes 5 design requirements (DR) for developing trust in a mobile financial advisory service. A first prototype was designed following the proposed DR. In addition, we conduct an experimental evaluation with 34 participants and compare the prototype with email communication. The findings provide mixed results on how a mobile application, designed according to the proposed DR, could increase trust and intention to use. With regard to overall satisfaction, the app was favored over email communication