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Trust and New Technologies

Trust and New Technologies

Marketing and Management on the Internet and Mobile Media

Edited by Teemu Kautonen and Heikki Karjaluoto

Trust and New Technologies presents versatile new research that illustrates the different roles that trust plays in the marketing and management of new technologies.

Chapter 5: Effect of Gender on Trust in Online Banking: A Cross-national Comparison

Marke Kivijärvi, Tommi Laukkanen and Pedro Cruz

Subjects: business and management, knowledge management, marketing, innovation and technology, knowledge management, technology and ict


5. Effect of gender on trust in online banking: a cross-national comparison Marke Kivijärvi, Tommi Laukkanen and Pedro Cruz INTRODUCTION The growing use of the Internet has given rise to a variety of electronic commerce applications in business. Electronic banking is seen as one of the most successful business-to-consumer applications in electronic commerce (Pousttchi and Schurig, 2004). The Internet banking services currently available range from mere checking of one’s account balance to a full range of banking services – from personalized financial information menus to online brokerage (Centeno, 2004). At its best, Internet banking creates benefits for both bank and customer, but ‘the cost of introducing the new technologies, risk management, fraud, security measures and acquiring new customers are the main obstacles to achieving profitability in the short and even medium term’ (Centeno, 2004, p. 300). Hence, Internet banking has also suffered from the lack of consumer acceptance (Liao and Cheung, 2003; Littler and Melanthiou, 2006). Among the most significant factors both in consumer attitudes and behavioural intention to use Internet banking is the concept of trust (Aladwani, 2001; Suh and Han, 2002). Trust is a prerequisite in the creation and maintenance of long-lasting and profitable customer–firm relationships (Grönroos, 1999; Morgan and Hunt, 1994; Sirdeshmukh et al., 2001). Trust is even more important for e-commerce due to increased vulnerability, that is, higher risks in online transactions and a lack of consumer awareness of the actual risks (Gefen, 2000; Wang and Emurian, 2005)...

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