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Title: Online banking operations management: security concerns on trust in mobile banking system
Authors: Jammoul, Kinana Ahmad
Advisors: Lee, H
Aktas, E
Sivarajah, U
Keywords: Privacy concerns;Elaboration Likelihood Model;SPSS;Quantitative methods;Survey questionnaire
Issue Date: 2016
Publisher: Brunel University London
Abstract: While trust is considered a central aspect of the success of mobile banking systems, privacy and security concerns are seen as the biggest obstacles to building trust in this system. Due to the high level of perceived risk, it is critical for mobile banking managers to reduce the effect of these concerns and foster users’ trust in order to increase the adoption of this service. However, while existing studies have identified the antecedents to trust and their direct effect on it, we still do not know how a persuasive message, which includes privacy and security polices of the mobile banking services, can change trust in this service and how privacy and security concerns play a role in this persuasion process. Determining the variables that are related to developing trust in mobile banking services is crucial in the development of successful tools to improve the consumption of this service. Therefore, this study has set out to investigate and explain the persuasion process used to increase trust in the mobile banking system, with a focus on privacy and security concerns. In particular, it is argued that security and privacy concerns play a positive moderating role in the persuasion process. In particular, this study has involved developing and testing a framework built on the Elaboration Likelihood Model (ELM), which is one of the most widely used theoretical frameworks for explaining how peoples’ attitudes are affected by persuasive messages. Thus, built on the ELM, this thesis tests the effect of both the quality of the argument and the credibility of the source of trust. Source credibility includes two common dimensions, which are source expertise and trustworthiness. Security and privacy concerns are added as moderators to test whether they affect the link between the argument of quality and trust. The research framework has been implemented with a sample of 358 mobile banking users in the UK. By using Statistical Package for the Social Science (SPSS) version 20, the data analysis shows significant support for the research model. The aim of this thesis is to contribute to this growing area of research by developing a theoretical model based on the Elaboration Likelihood Model for trust in mobile banking, which could significantly extend the reliability and validity of the previous research. The result of the current research is important for mobile banking managers. It will help to increase trust in this service, which will provide benefits to users and banks alike.
Description: This thesis was submitted for the award of Doctor of Philosophy and was awarded by Brunel University London
Appears in Collections:Business and Management
Brunel Business School Theses

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