Toward a contagion-based model of mobile banking adoption

Purpose: The purpose of this paper is to address the following question: Can a bank capitalize on its well-established self-service technologies (SSTs) in order to entice customers to adopt a newly introduced SST, namely, mobile banking More specifically, it proposes an integrative model that simultaneously investigates the transference effects of attitudes, trust and the contagious influences of social pressures on mobile banking adoption intentions. Design/methodology/approach: Structural equation modeling is applied to data collected from banks' clients who are actually non-users of mobile banking. Findings: The results indicate that attitude toward and trust in mobile banking along with coercive, normative and mimetic pressures are key antecedents to mobile banking adoption intentions. In addition, attitudes toward automated teller machines (ATMs) and online banking significantly predict attitude toward mobile banking. The results also support the effects of trust in ATMs as well as trust in online banking on trust in mobile banking. Moreover, predicted differences in the relative effects of attitude and trust are supported. Particularly, attitude toward online banking has a stronger impact on attitude toward mobile banking compared to the impact of attitude toward ATMs. In the same vein, the effect of trust in online banking on mobile banking is significantly stronger than the effect of trust in ATMs. Practical implications: The study's results hint at some practical and worthwhile guidelines for banks that can be leveraged in communication campaigns aiming at boosting the adoption rates of mobile banking. Banks can take advantage of the transference effects of the established attitudes toward and trusting beliefs in their mature SSTs as well as the contagious social influences in inducing the adoption of a newly introduced SST. Originality/value: The present study represents a first step toward generating new insights into the role of the joint effects of attitudes, trust and social influences in the adoption of a new SST

Research on the Formation Mechanism of Multichannel Retailer Loyalty Based on Experience Spillover and Channel Reciprocity

This study proposed a multichannel loyalty model aimed at integrating experience theory, schema theory and loyalty theory. Particularly, we built a multichannel retailer loyalty framework not only from the perspective of multichannel shopping behavior, but also from sequences of channel choices, namely shopping paths, including search online but purchase offline and search offline but purchase online. Correspondingly, this study segmented the framework into two specific models: Model1.search products in one multichannel retailer’s physical, and then purchase in the same multichannel retailer’s website (model 1:offline-online); Model2.search products in one multichannel retailer’s website, and then purchase in the same multichannel retailer’s physical store (model 2:online-offline).Besides, this study empirically tested the model by EFA and CFA with the use of Spss20 and Amos19 after developing the Structural Equation Model. As a result, we demonstrated that experience plays an important role on multichannel retailer loyalty through trust. Moreover, there exists experience spillover effect of channels. A significant interactive effect of trust on loyalty among channel has been supported

Trust Transfer in the Sharing Economy - A Survey-Based Approach

The sharing economy is experiencing explosive growth around the globe in which trust plays a crucial role and builds the foundation of the services. With the rise of the sharing economy and the increasing numbers of cross-contextual users, this research aims at the lack of trust transference possibilities across the Peer-to-Peer applications and has the goal to find out whether and how trust can be transferred between the platforms, so that new users do not have to create their reputation from scratch every time they join a new platform. First, this research provides an in-depth literature review of trust transfer theories. Secondly, a conceptual research model for the role of the imported trust in the context of the sharing economy is outlined and analysed by proposing and evaluating a questionnaire using structural equation modeling. Throughout the study, a three-dimensional scale of trust, i.e. ability, benevolence and integrity, is validated in the context of the sharing economy. The experimental study shows that both the overall and subdimensional trust in the provider is directly affected by the overall trust in the platform, the perceived reputation as well as the perceived social presence. The study also provides empirical evidence for the existence of trust transferability. The findings show that in addition to the immanent ratings, imported ratings also significantly affect the perceived reputation of the provider positively. Finally, this paper discusses further details of the trust transfer processes and broadens implications for future research. The sharing economy is experiencing explosive growth around the globe in which trust plays a crucial role and builds the foundation of the services. With the rise of the sharing economy and the increasing numbers of cross-contextual users, this research aims at the lack of trust transference possibilities across the Peer-to-Peer applications and has the goal to find out whether and how trust can be transferred between the platforms, so that new users do not have to create their reputation from scratch every time they join a new platform. First, this research provides an in-depth literature review of trust transfer theories. Secondly, a conceptual research model for the role of the imported trust in the context of the sharing economy is outlined and analysed by proposing and evaluating a questionnaire using structural equation modeling. Throughout the study, a three-dimensional scale of trust, i.e. ability, benevolence and integrity, is validated in the context of the sharing economy. The experimental study shows that both the overall and subdimensional trust in the provider is directly affected by the overall trust in the platform, the perceived reputation as well as the perceived social presence. The study also provides empirical evidence for the existence of trust transferability. The findings show that in addition to the immanent ratings, imported ratings also significantly affect the perceived reputation of the provider positively. Finally, this paper discusses further details of the trust transfer processes and broadens implications for future research.  Keywords: Sharing Economy, Trust, Trust Transfer, Reputation, Peer-to-pee

Examine User Adoption of Mobile Payment Using the TAM: A Trust Transfer Perspective

Success in online services cannot promise the success in corresponding mobile services. To understand the mobile service adoption behavior under the context of online service transition, this study, taking mobile payment as an example, from a trust transfer perspective, examines users’ acceptance of mobile payment using the TAM (Technology acceptance model). A field survey with 220 mobile payment student users is conducted to test the research model and hypotheses. The key findings include: trust of online payment and structural assurance play the crucial role in the initial trust of mobile payments; perceived ease of use and perceived usefulness positively influent trust in mobile payment. Limitations, theoretical and practical implications are also discussed

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

The Effects of Trust Transference, Mobile Attributes 89 BAR

Abstract Trust is essential in building relationships. In mobile commerce, as in electronic commerce, trust is even more valuable given the absence of human contact and direct observation of the service provider. Despite the importance of trust for mobile commerce, there has been little academic effort to study the relationships between mobile devices unique components of interactivity and customer trust, or the relationship between offline, online and mobile trust. This study proposes a trust-mediated model for customer attitude and transaction intentions in mobile commerce contexts that incorporates trust transference and unique factors present in mobile commerce. Data were collected in an online survey and analyzed via structural equations modeling. Results suggest that trust transferred from online contexts and ease of use have significant effects on mobile trust formation, while also indicating that mobile trust influences consumers' attitudes and intentions to purchase using mobile devices

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

Investigating the antecedents of customer online repurchase intention in a multichannel environment

The evolution of internet technology, rapid digitalization, and the introduction of multiple channels strongly influence the managers and researchers to discover and update how customers better interact in a multichannel environment. Therefore, in today’s multichannel environment, the question of whether multiple channels should be implemented is no longer the focus. More important is the question of how the multiple channels can be handled synergistically to maximize the customer repeat purchase behavior. The current quantitative study attempts to understand whether the role of channel integration helps in customer movement from the firm’s offline channel to the firm’s online channel. Data have been collected from a sample of 358 experienced online customers from different cities of Pakistan and analyzed through smart PLS. The results of the study confirm that the customer previous interaction with the firm offline channel significantly affects the customer perception about the firm’s online channel. Additionally, the results of the study also confirm the moderating role of channel integration and offline image in the transfer of customer perceptions form offline channel to online channel. Although each channel may offer a unique value proposition, channel integration can drive overall customer satisfaction and repeat purchase behavior in a relational, multichannel environment. Therefore, it is pertinent for the firms and managers to not only focus on their new online channel but also their performance in the offline channel to provide a better purchase experience for the customers across multiple channels. Moreover, integrating multiple channels can provide a synergy that helps the firms to achieve competitive advantage

Multichannel retail environment: opportunities and challenges

A seamless customer shopping experience has been provided in a multichannel environment. Currently, firms are using various shopping channels to enhance the customer satisfaction. Customers can use various channels like traditional physical stores, internet-based stores and social media as well to complete their shopping tasks. A large number of people embracing the innovative multichannel environment for information sharing in different online and offline channels. Now a days, these customers require a tailored experience and major portion of these customers demand from the firms to provide a customized solution for their purchasing needs. Consequently, the firms acknowledged the current demands of the customers and opening multiple channels to cater these customers preferences, recording their purchasing history and customer data from multiple channels to provide them an innovative shopping experience. The instant success of these multichannel firms forced the other firms to open multiple channels to boost their image and enjoy higher customer satisfaction and loyalty. However, increasing the number of channels in a firm require a close coordination strategy and synergy among these channels. Channel integration is a possible solution for managing these multiple channels to create a complementary effect

Competitive (versus Loyal) Showrooming: An Application of the Push-Pull-Mooring Framework

Showrooming is an increasingly popular practic that threatens retailers' performance. This paper adopts the push-pull-mooring framework to understand the shopper decision to purchase online from a different retailer (competitive showrooming) rather than from the same retailer visited to gather information (loyal showrooming). Going beyond the customer motivation to get the best value, we focus on retailer-situational variables (store crowding and quality of salesperson service) and retailer-relational variables (customer satisfaction, trust and loyalty) in the decision on competitive (vs loyal) showrooming. Data was collected via a survey answered by 659 showroomers and analysed using fuzzy-set Qualitative Comparative Analysis (fsQCA) to unveil different patterns of competitive showrooming. Results highlight the role of mooring factors, such as a strong customer-retailer relationship and quality salespersons' service, in reducing competitive showrooming