A Comparative Study of Trust in Mobile Banking: An Analysis of U.S. and Thai Customers

Ravi Lonkani, Chuleeporn Changchit, Tim Klaus, Jomjai Sampet

Source Title: Journal of Global Information Management (JGIM)28(4)

ISSN: 1062-7375|EISSN: 1533-7995|EISBN13: 9781799804130|DOI: 10.4018/JGIM.2020100106

MLA

Lonkani, Ravi, et al. "A Comparative Study of Trust in Mobile Banking: An Analysis of U.S. and Thai Customers." JGIM vol.28, no.4 2020: pp.95-119. http://doi.org/10.4018/JGIM.2020100106

APA

Lonkani, R., Changchit, C., Klaus, T., & Sampet, J. (2020). A Comparative Study of Trust in Mobile Banking: An Analysis of U.S. and Thai Customers. Journal of Global Information Management (JGIM), 28(4), 95-119. http://doi.org/10.4018/JGIM.2020100106

Chicago

Lonkani, Ravi, et al. "A Comparative Study of Trust in Mobile Banking: An Analysis of U.S. and Thai Customers," Journal of Global Information Management (JGIM) 28, no.4: 95-119. http://doi.org/10.4018/JGIM.2020100106

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Abstract

With the rapid growth of mobile phone usage, mobile services have influenced many industries including banking. Mobile banking has become a popular service as it offers a convenient channel for customers to perform banking transactions. Nevertheless, not all customers feel safe performing financial transactions online. Trust has become a crucial element on whether customers choose to use mobile banking. As a comparative study, this research examines factors and bank customers' characteristics that influence trust in mobile banking between U.S. and Thai mobile banking customers. Three hundred and eight USA consumers and two hundred and fifty-two Thai consumers participated in this study. The results found multiple significant factors influencing trust and usage of mobile banking. This study expands on previous trust and mobile banking usage research and provides practical implications for cross-cultural strategies in mobile banking.