Disposition to Trust, Interpersonal Trust and Institutional Trust of Mobile Banking In Malaysia
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Published:
2024-04-11
Keywords:
Mobile banking, Interpersonal Trust, Disposition to Trust, Institutional Trust, Malaysia
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Abstract
Mobile banking refers to the use of smart phones or other mobile devices to perform tasks online banking from your home computer, such as monitoring the account balances, transfer of funds between accounts, pay bills and prepaid top-up. Mobile banking is a new strategy for the bank to enhance their latest technology in a new dynamic marketing environment. The low penetration of mobile banking in Malaysia, especially in terms of adoption patterns is becoming the research interest, especially when compared to the total number of cellular telephone subscriptions. The penetration rate of mobile banking in Malaysia is still in the minority. One of the issues identified by a few researchers is the perception of trust. This article will discuss along the trust issue and its constituents and then after the intention to use of mobile banking services. The bank should enhance their strategy to improve and develop new strategy in order to gain more utilization and adoption on intention to use. This article attempts to discuss on the element of trust to benefit the service provider in Malaysia.
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How to Cite
Disposition to Trust, Interpersonal Trust and Institutional Trust of Mobile Banking In Malaysia. (2024). Journal of Management Info, 2(4), 1-5. https://doi.org/10.31580/jmi.v8i1.45
References
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Bahmanziari, T., Pearson, J. M., & Crosby, L. (2003). Is trust important in technology adoption? A policy capturing approach. Journal of Computer Information Systems, 43, 46–54. doi:Article\
Bhattacherjee, A. (2002). Individual trust in online firms: Scale development and initial test. Journal of Management Information Systems, 19(1), 211–242. doi:Article
Devlin, J. F. (2006). Technology and innovation in retail banking distribution. International Journal of Bank Marketing, 13(4), 19–25.
Ensor, B., & Wannemacher, P. (2012). The State Of Mobile Banking 2012. Forrester Research.
Fan, Y. W., & Chen, J. C. (n.d.). The Moderating Effect of Disposition to Trust in Online Services. GEBRC Journal Management System.
Fehr, B. (1988). Prototype analysis of the concepts of love and commitment. Journal of Personality and Social Psychology. doi:10.1037/0022-3514.55.4.557
Gefen, D. (2000). E-commerce: the role of familiarity and trust. Omega-The International Journal of Management Science, 28(6), 725–737. doi:10.1016/S0305-0483(00)00021-9
Geller, E. S. Interpersonal Trust : What is it and how can it be increased? (2005).
Hanudin, A., Rizal, M., Hamid, A., Lada, S., & Anis, Z. (2008). The Adoption of Mobile Banking in Malaysia : The case of Bank Islam Malaysia (BIMB). International Journal of Business and Society, 9(2), 43–53.
Jahangir, N., & Begum, N. (2008). The role of perceived usefulness , perceived ease of use , security and privacy , and customer attitude to engender customer adaptation in the context of electronic banking. African Journal of Business Management, 2, 32–40.
Jarvenpaa, S. L., Tractinsky, N., & Vitale, M. (1999). Consumer Trust in an Internet Store : A Cross-Cultural Validation. Journal of Computer Mediated Communication, 5(December), 1–33.
Khalil, M. N., & Pearson, J. M. (2008). An Exploratory Study Into The Adoption Of Internet Banking In A Developing Country : Malaysia. Journal of Internet Commerce, 7(1), 29–73.
Kim, G., Shin, B., & Lee, H. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19, 283–311. doi:10.1111/j.1365-2575.2007.00269.x
Luo, X., Li, H., Zhang, J., & Shim, J. P. (2010). Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems, 49(2), 222–234. doi:10.1016/j.dss.2010.02.008
Masrek, M. N., Uzir, A., & Khairuddin, I. I. (2012). Trust in Mobile Banking Adoption in Malaysia : A Conceptual Framework. Journal of Mobile Technologies, Knowledge & Society, 2012, 12. doi:10.5171/2012.281953
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. Academy of Management Review, 20, 709–734. doi:10.2307/258792
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). Developing and Validating Trust Measures for e-Commerce: An Integrative Typology. Information Systems Research, 13(3), 334–359. doi:10.1287/isre.13.3.334.81
McKnight, D. H., Cummings, L. L., & Chervany, N. L. (1998). Initial trust formation in new organizational relationships. Academy of Management Review, 23, 473–490. doi:10.5465/AMR.1998.926622
Mohd Daud, N., Mohd Kassim, N. E., Wan Mohd Said, W. S. R., & Mohd Noor, M. M. (2011). Determining Critical Success Factors of Mobile Banking Adoption in Malaysia. Australian Journal of Basic and Applied Sciences, 5, 252–265.
Möllering, G. (2001). The Nature of Trust: From Georg Simmel to a Theory of Expectation, Interpretation and Suspension. Sociology, 35, 403–420. doi:10.1177/S0038038501000190
Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58, 20–38. doi:10.2307/1252308
Muñoz-Leiva, F., Luque-MartÃnez, T., & Sánchez-Fernández, J. (2010). How to improve trust toward electronic banking. Online Information Review, 34(6), 907–934. doi:10.1108/14684521011099405
Pavlou. (2002). Institution-based trust in interorganizational exchange relationships: The role of online B2B marketplaces on trust formation. Journal of Strategic Information Systems, 11, 215–243. doi:10.1016/S0963-8687(02)00017-3
Pavlou, P., Tan, Y., & Gefen, D. (2003). Institutional Trust and Familiarity in Online Interorganizational Relationships. Proceedings of the Eleventh European Conference on Information Systems, 16(1), 21.
Pennington, R., Wilcox, H. D., & Grover, V. (2003). The Role of System Trust in Business-to-Consumer Transactions. Journal of Management Information Systems, 20(3), 197–226. doi:10.2307/40398645
Poon, W.-C. (2008). Users’ adoption of e-banking services: the Malaysian perspective. Journal of Business & Industrial Marketing, 23(1), 59–69. doi:10.1108/08858620810841498
Rempel, J. K., Holmes, J. G., & Zanna, M. P. (1985). Trust in close relationships. Journal of Personality and Social Psychology. doi:10.1037/0022-3514.49.1.95
Robert, L. P., Denis, A. R., & Hung, Y.-T. C. (2009). Individual Swift Trust and Knowledge-Based Trust in Face-to-Face and Virtual Team Members. Journal of Management Information Systems. doi:10.2753/MIS0742-1222260210
Rosenberg, M. J. (1956). Cognitive structure and attitudinal affect. Journal of Abnormal Psychology, 53, 367–372. doi:10.1037/h0044579
Rotter, J. B. (1967). A new scale for the measurement of interpersonal trust. Journal of Personality, 35, 651–665. doi:10.1111/j.1467-6494.1967.tb01454.x
Rubin, J. Z., Pruitt, D. G., & Kim, S. H. (1994). Social conflict: Escalation, stalemate, and settlement (2nd ed.). McGraw-Hill series in social psychology. (pp. xviii, 269).
Saadi, R., Hasan, O., Pierson, J. M., & Brunie, L. (2007). Establishing trust beliefs based on a uniform disposition to trust. In Proceedings - International Conference on Signal Image Technologies and Internet Based Systems, SITIS 2007 (pp. 221–228). doi:10.1109/SITIS.2007.54
Saparito, P. A., Chen, C. C., & Sapienza, H. J. (2004). The role of relational trust in bank-small firm relationships. Academy of Management Journal, 47, 400–410. doi:10.5465/APBPP.2002.7516512
Schoorman, F. D., Mayer, R. C., & Davis, J. H. (2007). AN INTEGRATIVE MODEL OF ORGANIZATIONAL TRUST : PAST , PRESENT , AND FUTURE. Academy of Management Review, 32(2), 344–354.
Shapiro, S. P. (1987). The Social Control of Impersonal Trust. American Journal of Sociology. doi:10.1086/228791
Suh, B., & Han, I. (2003). The Impact of Customer Trust and Perception of Security Control on the Acceptance of Electronic Commerce. International Journal of Electronic Commerce, 7, 135–161. Retrieved from http://mesharpe.metapress.com/index/925WUNK9EFE9N95A.pdf\npapers2://publication/uuid/D6832E56-9FC9-4A37-A66B-EC76CD4FBAFC
Tan, F. B., & Sutherland, P. (2004). Online Consumer Trust: A Multi-Dimensional Model. Journal of Electronic Commerce in Organizations, 2, 40–58.
Torkzadeh, G., & Dhillon, G. (2002). Measuring factors that influence the success of Internet commerce. Information Systems Research, 13, 187–204. doi:10.1287/isre.13.2.187.87
Vidotto, G., Massidda, D., Noventa, S., & Vicentini, M. (2012). Trusting Beliefs: A Functional Measurement Study. Psicológica, 33, 575–590. Retrieved from http://www.uv.es/revispsi/articulos3.12/11_Vidotto.pdf
Williamson, O. E., Law, J., Olin, J. M., & Conference, C. (1993). Calculativeness, Trust, and Economic Organization. Journal of Law and Economics, 36(1), 453–486.
Wu, G., Hu, X., & Wu, Y. (2010). Effects of Perceived Interactivity, Perceived Web Assurance and Disposition to Trust on Initial Online Trust. Journal of Computer-Mediated Communication, 16(1), 1–26. doi:10.1111/j.1083-6101.2010.01528.x
Yousafzai, S. Y., Pallister, J. G., & Foxall, G. R. (2005). Strategies for building and communicating trust in electronic banking: A field experiment. Psychology and Marketing. doi:10.1002/mar.20054
Zucker, L. G. (1986). Production of Trust: Institutional Sources of Economic Structure, 1840-1920. Research in Organizational Behaviour, 8, 53–111.
Bahmanziari, T., Pearson, J. M., & Crosby, L. (2003). Is trust important in technology adoption? A policy capturing approach. Journal of Computer Information Systems, 43, 46–54. doi:Article\
Bhattacherjee, A. (2002). Individual trust in online firms: Scale development and initial test. Journal of Management Information Systems, 19(1), 211–242. doi:Article
Devlin, J. F. (2006). Technology and innovation in retail banking distribution. International Journal of Bank Marketing, 13(4), 19–25.
Ensor, B., & Wannemacher, P. (2012). The State Of Mobile Banking 2012. Forrester Research.
Fan, Y. W., & Chen, J. C. (n.d.). The Moderating Effect of Disposition to Trust in Online Services. GEBRC Journal Management System.
Fehr, B. (1988). Prototype analysis of the concepts of love and commitment. Journal of Personality and Social Psychology. doi:10.1037/0022-3514.55.4.557
Gefen, D. (2000). E-commerce: the role of familiarity and trust. Omega-The International Journal of Management Science, 28(6), 725–737. doi:10.1016/S0305-0483(00)00021-9
Geller, E. S. Interpersonal Trust : What is it and how can it be increased? (2005).
Hanudin, A., Rizal, M., Hamid, A., Lada, S., & Anis, Z. (2008). The Adoption of Mobile Banking in Malaysia : The case of Bank Islam Malaysia (BIMB). International Journal of Business and Society, 9(2), 43–53.
Jahangir, N., & Begum, N. (2008). The role of perceived usefulness , perceived ease of use , security and privacy , and customer attitude to engender customer adaptation in the context of electronic banking. African Journal of Business Management, 2, 32–40.
Jarvenpaa, S. L., Tractinsky, N., & Vitale, M. (1999). Consumer Trust in an Internet Store : A Cross-Cultural Validation. Journal of Computer Mediated Communication, 5(December), 1–33.
Khalil, M. N., & Pearson, J. M. (2008). An Exploratory Study Into The Adoption Of Internet Banking In A Developing Country : Malaysia. Journal of Internet Commerce, 7(1), 29–73.
Kim, G., Shin, B., & Lee, H. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19, 283–311. doi:10.1111/j.1365-2575.2007.00269.x
Luo, X., Li, H., Zhang, J., & Shim, J. P. (2010). Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems, 49(2), 222–234. doi:10.1016/j.dss.2010.02.008
Masrek, M. N., Uzir, A., & Khairuddin, I. I. (2012). Trust in Mobile Banking Adoption in Malaysia : A Conceptual Framework. Journal of Mobile Technologies, Knowledge & Society, 2012, 12. doi:10.5171/2012.281953
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. Academy of Management Review, 20, 709–734. doi:10.2307/258792
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). Developing and Validating Trust Measures for e-Commerce: An Integrative Typology. Information Systems Research, 13(3), 334–359. doi:10.1287/isre.13.3.334.81
McKnight, D. H., Cummings, L. L., & Chervany, N. L. (1998). Initial trust formation in new organizational relationships. Academy of Management Review, 23, 473–490. doi:10.5465/AMR.1998.926622
Mohd Daud, N., Mohd Kassim, N. E., Wan Mohd Said, W. S. R., & Mohd Noor, M. M. (2011). Determining Critical Success Factors of Mobile Banking Adoption in Malaysia. Australian Journal of Basic and Applied Sciences, 5, 252–265.
Möllering, G. (2001). The Nature of Trust: From Georg Simmel to a Theory of Expectation, Interpretation and Suspension. Sociology, 35, 403–420. doi:10.1177/S0038038501000190
Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58, 20–38. doi:10.2307/1252308
Muñoz-Leiva, F., Luque-MartÃnez, T., & Sánchez-Fernández, J. (2010). How to improve trust toward electronic banking. Online Information Review, 34(6), 907–934. doi:10.1108/14684521011099405
Pavlou. (2002). Institution-based trust in interorganizational exchange relationships: The role of online B2B marketplaces on trust formation. Journal of Strategic Information Systems, 11, 215–243. doi:10.1016/S0963-8687(02)00017-3
Pavlou, P., Tan, Y., & Gefen, D. (2003). Institutional Trust and Familiarity in Online Interorganizational Relationships. Proceedings of the Eleventh European Conference on Information Systems, 16(1), 21.
Pennington, R., Wilcox, H. D., & Grover, V. (2003). The Role of System Trust in Business-to-Consumer Transactions. Journal of Management Information Systems, 20(3), 197–226. doi:10.2307/40398645
Poon, W.-C. (2008). Users’ adoption of e-banking services: the Malaysian perspective. Journal of Business & Industrial Marketing, 23(1), 59–69. doi:10.1108/08858620810841498
Rempel, J. K., Holmes, J. G., & Zanna, M. P. (1985). Trust in close relationships. Journal of Personality and Social Psychology. doi:10.1037/0022-3514.49.1.95
Robert, L. P., Denis, A. R., & Hung, Y.-T. C. (2009). Individual Swift Trust and Knowledge-Based Trust in Face-to-Face and Virtual Team Members. Journal of Management Information Systems. doi:10.2753/MIS0742-1222260210
Rosenberg, M. J. (1956). Cognitive structure and attitudinal affect. Journal of Abnormal Psychology, 53, 367–372. doi:10.1037/h0044579
Rotter, J. B. (1967). A new scale for the measurement of interpersonal trust. Journal of Personality, 35, 651–665. doi:10.1111/j.1467-6494.1967.tb01454.x
Rubin, J. Z., Pruitt, D. G., & Kim, S. H. (1994). Social conflict: Escalation, stalemate, and settlement (2nd ed.). McGraw-Hill series in social psychology. (pp. xviii, 269).
Saadi, R., Hasan, O., Pierson, J. M., & Brunie, L. (2007). Establishing trust beliefs based on a uniform disposition to trust. In Proceedings - International Conference on Signal Image Technologies and Internet Based Systems, SITIS 2007 (pp. 221–228). doi:10.1109/SITIS.2007.54
Saparito, P. A., Chen, C. C., & Sapienza, H. J. (2004). The role of relational trust in bank-small firm relationships. Academy of Management Journal, 47, 400–410. doi:10.5465/APBPP.2002.7516512
Schoorman, F. D., Mayer, R. C., & Davis, J. H. (2007). AN INTEGRATIVE MODEL OF ORGANIZATIONAL TRUST : PAST , PRESENT , AND FUTURE. Academy of Management Review, 32(2), 344–354.
Shapiro, S. P. (1987). The Social Control of Impersonal Trust. American Journal of Sociology. doi:10.1086/228791
Suh, B., & Han, I. (2003). The Impact of Customer Trust and Perception of Security Control on the Acceptance of Electronic Commerce. International Journal of Electronic Commerce, 7, 135–161. Retrieved from http://mesharpe.metapress.com/index/925WUNK9EFE9N95A.pdf\npapers2://publication/uuid/D6832E56-9FC9-4A37-A66B-EC76CD4FBAFC
Tan, F. B., & Sutherland, P. (2004). Online Consumer Trust: A Multi-Dimensional Model. Journal of Electronic Commerce in Organizations, 2, 40–58.
Torkzadeh, G., & Dhillon, G. (2002). Measuring factors that influence the success of Internet commerce. Information Systems Research, 13, 187–204. doi:10.1287/isre.13.2.187.87
Vidotto, G., Massidda, D., Noventa, S., & Vicentini, M. (2012). Trusting Beliefs: A Functional Measurement Study. Psicológica, 33, 575–590. Retrieved from http://www.uv.es/revispsi/articulos3.12/11_Vidotto.pdf
Williamson, O. E., Law, J., Olin, J. M., & Conference, C. (1993). Calculativeness, Trust, and Economic Organization. Journal of Law and Economics, 36(1), 453–486.
Wu, G., Hu, X., & Wu, Y. (2010). Effects of Perceived Interactivity, Perceived Web Assurance and Disposition to Trust on Initial Online Trust. Journal of Computer-Mediated Communication, 16(1), 1–26. doi:10.1111/j.1083-6101.2010.01528.x
Yousafzai, S. Y., Pallister, J. G., & Foxall, G. R. (2005). Strategies for building and communicating trust in electronic banking: A field experiment. Psychology and Marketing. doi:10.1002/mar.20054
Zucker, L. G. (1986). Production of Trust: Institutional Sources of Economic Structure, 1840-1920. Research in Organizational Behaviour, 8, 53–111.