Usability and trust in e-banking.
This study assessed the role of usability in trust of e-banking services. A questionnaire was administered to 185 Italian undergraduate working students who volunteered for the experiment (M age = 30.5 yr., SD = 3.1). Participants were differentiated on computer ability (Expert, n = 104; Nonexpert, n = 81) and e-banking use (User, n = 93; Nonusers, n = 92). Analysis showed that the website usability of e-banking services did not play a very important role for the User group. Instead, institution-based trust, e.g., the trust in the security policy of the Web merchant, customers, and the overall trust of the bank were the crucial factors in the adoption of e-banking.
Pravettoni
Gabriella
G
Department of Social and Political Studies, University of Milano, Italy. gabriella.pravettoni@unimi.it
Leotta
Salvatore Nuccio
SN
Lucchiari
Claudio
C
Misuraca
Raffaella
R
D000328:Adult; D001292:Attitude to Computers; D016494:Computer Security; D003625:Data Collection; D004467:Economics; D005260:Female; D005607:Fraud / Q000523:psychology; D006801:Humans; D020407:Internet; D007558:Italy; D008297:Male; D018570:Risk Assessment; D013334:Students / Q000523:psychology; D035502:Trust