TY  - CHAP
AB  - Purpose The study examines how two types of trust – institutional and system trust – predict online banking intentions (OBI) as a function of generational cohort membership.Methodology/approach The study uses a cross-sectional survey of 559 U.S. Amazon Mechanical Turk (MTurk) members using quota sampling from three generational groups: SGI (born before 1946), older boomer (born 1946–1954), and millennial (born 1977–1992).Findings Results showed generational cohort differences in system and institutional trust as well as OBI. Serial mediation model results showed the model where institutional trust precedes system trust best explains the relationship between generational cohort membership and OBI.Research limitations While diverse, the sample comprised of MTurk workers and relied on self-report measures of behavioral intentions, thus limiting the generalizability of our findings.Implications This study introduces two levels of e-trust into the technology acceptance literature and provides a guideline for financial institutions and system designers to understand the role of trust in driving online service adoption and use for different generations.Originality/value This study explores generational differences in technology use with special focus on older adults, which is yet to be fully explored in the literature. This study differentiates between two levels of e-trust and explores the order in which both trust types mediate the relationship between generational cohort membership and OBI.
VL  - 10
SN  - 978-1-78560-381-5, 978-1-78560-380-8/2050-2060
DO  - 10.1108/S2050-206020150000010006
UR  - https://doi.org/10.1108/S2050-206020150000010006
AU  - Alhabash Saleem
AU  - Jiang Mengtian
AU  - Brooks Brandon
AU  - Rifon Nora J.
AU  - LaRose Robert
AU  - Cotten Shelia R.
PY  - 2015
Y1  - 2015/01/01
TI  - Online Banking for the Ages: Generational Differences in Institutional and System Trust
T2  - Communication and Information Technologies Annual
T3  - Studies in Media and Communications
PB  - Emerald Group Publishing Limited
SP  - 145
EP  - 171
Y2  - 2024/09/22
ER  -