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Building trust in internet banking: a trustworthiness perspective

Pay Ling Yu (Taylor's Business School, Taylor's University, Selangor, Malaysia)
M S Balaji (Department of Marketing, Taylor's Business School, Taylor's University, Subang Jaya, Malaysia.)
Kok Wei Khong (Taylor’s Business School, Taylor’s University, Selangor, Malaysia)

Industrial Management & Data Systems

ISSN: 0263-5577

Article publication date: 9 March 2015



Based on the trust theory, the purpose of this paper is to empirically examine the role of trustworthiness and trust in users’ intentions to continue using internet banking. Further, the authors position the trust beliefs of competence, benevolence, integrity, and shared values as key antecedents of trustworthiness and trust.


A questionnaire survey was used to collect responses from 227 actual users of internet banking in Malaysian context. A PLS analysis was conducted to explore the relationships between trusting beliefs, trustworthiness, trust, and internet banking use.


Empirical findings show that trusting beliefs of consistency, integrity, and shared values determine the trustworthiness and trust in internet banking. Moreover, trust was found to mediate the relationship between trustworthiness and internet banking use.

Practical implications

The study findings help managers understand the factors that determine Malaysia users trust and trustworthiness perceptions in internet banking. With reports indicated increase in internet banking use in Malaysia, the study findings provide important insights into enhancing users’ trust in internet banking for future transactions.


Unlike previous studies that have largely focussed on technology factors, this study based on trust theory proposes that trust is important for users to continue using internet banking services. In developing this trust, the authors propose that trustworthiness is of vital importance. Further, the authors propose and show that trusting beliefs of competence, integrity and shared values influence user trustworthiness and trust in internet banking use. Thus, this study extends the understanding of the internet banking use in Malaysian context.



Yu, P.L., Balaji, M.S. and Khong, K.W. (2015), "Building trust in internet banking: a trustworthiness perspective", Industrial Management & Data Systems, Vol. 115 No. 2, pp. 235-252.



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