Abstract:

Internet banking services (IBS) offer many benefits to customers and banks. IBS have widely adopted and used in developed  countries,  however  IBS  adoption  in  developing  countries  such  as  Jordan  is  still  low.  Lack  of customer trust is considered as the most important impediment to the use of IBS in developing countries. The aim of this study is to investigate and identify the factors that influence customer’s initial trust of IBS in the Jordanian  context.  This  paper adopts  the  qualitative  literature  survey  approach  and  reports  two  main categories:  Human  category  and  Information  Technology  category.  Human  category  includes:  personality- based trust, cognition-based trust (Reputation), Institutional-based trust (structural assurance), social factors (culture)  and  supporting  factors  (relative  advantages).  Information  Technology  category  includes:  website factors  (security,  privacy,  and  general  online  experiences)).  We  argue  that  these  factors  can  be  useful  for organisations in understanding and addressing customer’s initial trust about IBS in the Jordanian context.