Usability and trust in E-banking

Gabriella Pravettoni, Salvatore Nuccio Leotta, Claudio Lucchiari, Raffaella Misuraca

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Abstract

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.

Original languageEnglish
Pages (from-to)1118-1124
Number of pages7
JournalPsychological Reports
Volume101
Issue number3 II
DOIs
Publication statusPublished - Dec 2007

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ASJC Scopus subject areas

  • Psychology(all)

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Pravettoni, G., Leotta, S. N., Lucchiari, C., & Misuraca, R. (2007). Usability and trust in E-banking. Psychological Reports, 101(3 II), 1118-1124. https://doi.org/10.2466/PR0.101.4.1118-1124