A Study of User Adoption Factors of Mobile Banking Services Based on the Trust and Distrust Perspective

Abstract

A large numbers of banks have paid attention to promote the Mobile banking service because this could provide real-time services ubiquitously and reduce the operating cost. However, the existence of risk and uncertainty in mobile banking may cause lack of trust so that consumers have pause and ponder to this services. Firstly, according to the differences between trust and distrust relationship, this article sets sight that the users’ adoption to mobile banking is decided by the trust and distrust. Distrust is mainly affected by uncertainty avoidance, perceived cost, perceived risk; in the meanwhile, trust is influenced by the trust propensity, consumer cognition, perceived benefit and system quality. Finally, we build the adoption model based on the perspective of trust and distrust in order to provide a theoretical reference to mobile banking prolongation.
Key words: Mobile banking; Adoption; Trust; Distrust