https://orcid.org/0000-0002-6401-540X
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ABSTRACT
This paper applies a theory of persuasion using the elaboration likelihood model to explain how communication messages from mobile banking services are interpreted by receivers to increase their trust in mobile banking. We explain how users’ security and privacy concerns moderate the central route persuasion relationship between argument quality and trust. A questionnaire survey is employed to test a research model. The findings indicate that central and peripheral route persuasion cues enforce users’ trust in mobile banking services. Users with strong privacy and security concerns are more likely to rely on the quality of arguments of the messages. Theoretical and practical implications are discussed in the paper.
Acknowledgments
This work was partly supported by the Ministry of Education of the Republic of Korea and the National Research Foundation of Korea (NRF-2018S1A5A2A01037425)
Disclosure statement
No potential conflict of interest was reported by the author(s).
Notes
Additional information
Notes on contributors
Kinana Jammoul
Kinana Jammoul is currently a lecturer and a module leader in business and management. Kinana completed her master’s degree in Finance and her PhD in Business and Management studies at Brunel University. Her thesis was about trust in mobile banking system. Kinana applied quantitative method and used SPSS for data analysis. Kinana participated in many different conferences and workshops (EMCIS conference 2014 and 2015, BAM conference in Queen Mary University, 2016, and 2017).
Habin Lee
Habin Lee is a Chair in Digital Business Analytics at Brunel Business School, Brunel University London. He gained PhD in Management Information Systems at Korea Advanced Institute of Science and Technology. His research interests include computational process theory, online commerce/living, and social network analysis. He published articles on international journals including Information Systems Management, Management Science, Journal of AIS, IEEE Tr Mobile Computing, and Government Information Quarterly among others.
Jisun Kim
Jisun Kim is a post-doctoral research fellow at the University of Southampton. She has a background in design and human factors with a strong interest in user interface and interaction design. She has applied user-centered design approach in a wide range of product and service design projects both in academia and industry. Her recent research has involved the analysis of users’ interaction with digital products as part of complex sociotechnical systems. She focuses on the impact of information as a tool to guide users’ behavior change and to maximize the acceptance of the developed products and services.
Moongil Yoon
Moongil Yoon is a Professor of Management Science at the Korea Aerospace University. His research focuses on product design and revenue management in the service industry, multi-criteria decision making and business models in digital environments. His research has been published in leading journals such as European Journal of Operational Research, Annals of Operations Research, Journal of Operational Research Society, and Technical Forecasting and Social Change.
Uthayasankar Sivarajah
Uthayasankar Sivarajah is a Professor of Technology Management and Circular Economy at University of Bradford. His passion for research and teaching is interdisciplinary in nature focusing on the use of emerging digital technology for the betterment of society, be it in a business or government context. He has published over 50 scientific articles in leading peer-reviewed journals and conferences. His research tackling societal challenges such as consumer behavior and reduction of waste has featured in reputable media publications such as The World Economic Forum, BBC Yorkshire and The Conversation. He is a Fellow of the UK Higher Education Academy (FHEA) and a member of the British Academy of Management (BAM).