An Empirical Study on Mobile Banking Adoption: The Role of Trust

Mobile banking is an emerging service that not only facilitates our life, but also creates great opportunities for mobile operators, device manufactures, and especially for banks. To better understand individual's intention to adopt mobile banking, this paper integrates trust into technology acceptance model (TAM), and examined the role of trust based on a multi-dimensional perspective. Results from a survey of 438 respondents indicated that: 1) trust primarily works as an indirect antecedent of user's intention to adopt mobile banking through its impact on perceived usefulness (PU), which is the primary direct indicator of intention; 2) the shape of individual's general trust is mainly affected by three dimensions (trust in technologies, trust in vendors and structural assurance); 3) structural assurance is the most important facets of individual's general trust. Finally, implications for improving the adoption of mobile banking are discussed.