Abstract:

While the number of retail banks providing mobile banking services has significantly increased, the adoption rate among consumers is still consider very low. One of the critical issues identified by researchers is the aspect of trust. In a mobile banking environment, three categories of trustee which are the retail banks that provide mobile banking services; the Mobile Telecommunication Provider that provide mobile internet services; and the mobile gadget that is used as the medium for engaging in mobile banking transaction are equally important and must be addressed in order to establish trust of the consumer. Against this background, this paper develops a conceptual model of trust which covers the three aforementioned trustees in mobile banking. The model should be of interest to both researcher and practitioner as it will help to identify factors influencing trust building of the mobile banking consumers, hence leading towards increased adoption and utilization.