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Escala multinível e multidimensional para confiança on-line

Author

Listed:
  • Miguens, Maria Jesús López
  • González-Vázquez, Encarnación
  • Turnes, Paloma Bernal

Abstract

This paper examines the nature of the construct of consumers’ trust toward the electronic channel of their financial institution. Through a study of a total of 372 individual users of Internet banking in Spain, we have managed to develop a third-order measuring instrument that integrates a total of seven dimensions. The exploratory and confirmatory factor analyses were used to test the validation and reliability of the proposed scale. Findings provide useful information to professionals who seek to identify how customer's trust is formed in the online channel and in the financial sector.

Suggested Citation

  • Miguens, Maria Jesús López & González-Vázquez, Encarnación & Turnes, Paloma Bernal, 2014. "Escala multinível e multidimensional para confiança on-line," RAE - Revista de Administração de Empresas, FGV-EAESP Escola de Administração de Empresas de São Paulo (Brazil), vol. 54(2), March.
    • Handle: RePEc:fgv:eaerae:v:54:y:2014:i:2:a:21013
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    References listed on IDEAS

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    7. Joaquin Aldas-Manzano & Carla Ruiz-Mafe & Silvia Sanz-Blas & Carlos Lassala-Navarré, 2009. "Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use," The Service Industries Journal, Taylor & Francis Journals, vol. 31(7), pages 1165-1190, September.
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