Prioritizing the client trust factors in electronic banking using analytic hierarchy process

Abstract: This paper prioritizes the trust factors among electronic banking clients of an Iranian bank named Parsian Bank. The study first analyzes and reviews the literature and interviews with experts of electronic banking and academicians and determines client trust as the most important factor for development of electronic banking. The study also determines different factors associated with trust, which includes individual factors, banking factors and infrastructural factors. The sample populations consist of 25 experts who are academicians, managers and bank officers, clients of electronic banking. The necessary data was collected through conducting interviews and questionnaires and they are analyzed using analytic hierarchy process (AHP). The research findings indicate that the attitudinal factors, telecommunication infrastructure and cultural factors were the most influential factors accordingly and the customer orientation and ease of access were the least influential factors.

How to cite this paper

 vazifedust, H & Bani’Asadi, M. (2014). Prioritizing the client trust factors in electronic banking using analytic hierarchy process.Management Science Letters , 4(4), 695-702.

Refrences

Ang, L., Dubelaar, C., & Lee, B. (2001, June). To trust or not to trust? A model of internet trust from the customer & apos; s point of view. In Proc. 14th Bled E-Commerce Conf (pp. 25-26).

Bailey, T. (2002). On trust and philosophy. The Philosophy of Trust.

Corbitt, B. J., Thanasankit, T., & Yi, H. (2003). Trust and e-commerce: a study of consumer perceptions. Electronic commerce research and applications, 2(3), 203-215.

Egger, F. N. (2000, April). Trust me, I & apos; m an online vendor: towards a model of trust for e-commerce system design. In CHI & apos; 00 extended abstracts on Human factors in computing systems (pp. 101-102). ACM.

Geffen, D., & Govindaraiulu, C. (2001). ERP customer loyalty: an exploratory investigation into the importance of a trusting relationship. Journal of Information Technology Theory and Application (JITTA), 3(1), 3.

Hemphill, T. A. (2002). Electronic commerce and consumer privacy: Establishing online trust in the US digital economy. Business and Society Review, 107(2), 221-239.

Kotler, P., & Armstrong, G. (2010). Principles of marketing. Pearson Education.

Lee, M. K., & Turban, E. (2001). A trust model for consumer internet shopping. International Journal of electronic commerce, 6, 75-92.

Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of management review, 20(3), 709-734.

Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of management review, 23(3), 393-404.

Saaty, T. L. (1994). Highlights and critical points in the theory and application of the analytic hierarchy process. European Journal of Operational Research,74(3), 426-447.

Urban, G. L., Sultan, F., & Qualls, W. J. (2000). Placing trust at the center of your internet strategy. Sloan Management Review, 42(1), 39-48.

Shankar, V., Urban, G. L., & Sultan, F. (2002). Online trust: a stakeholder perspective, concepts, implications, and future directions. The Journal of strategic information systems, 11(3), 325-344.

Wang, Y. D., & Emurian, H. H. (2005). An overview of online trust: Concepts, elements, and implications. Computers in human behavior, 21(1), 105-125.

Wan, W. W., Luk, C. L., & Chow, C. W. (2005). Customers & apos; adoption of banking channels in Hong Kong. International Journal of bank marketing, 23(3), 255-272.

Yoon, S. J. (2002). The antecedents and consequences of trust in online?purchase decisions. Journal of interactive marketing, 16(2), 47-63.

Journals

MSL Volumes

Keywords

Authors

Countries

Management Science Letters

Prioritizing the client trust factors in electronic banking using analytic hierarchy process Pages 695-702 Download PDF

Add Reviews