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Factors Influencing Individual Customers Trust in Internet Banking: Case of Baltic States

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  • Viktorija Skvarciany

    (Department of Economics Engineering, Faculty of Business Management, Vilnius Gediminas Technical University, 10223 Vilnius, Lithuania)

  • Daiva Jurevičienė

    (Department of Economics Engineering, Faculty of Business Management, Vilnius Gediminas Technical University, 10223 Vilnius, Lithuania)

Abstract

The investigation of trust in commercial banks needs to focus specifically on internet banking, as it is the fastest growing banking service. The article explores factors influencing trust in internet banking and estimates this impact in the Baltics states. The factors are as follows: Provided information, e-banking system, the website of a bank, and a bank’s characteristics. Overall, 1013 respondents and 21 experts took part in the current study. The results of the respondents’ survey showed that the factor that is necessary for trust building in all the examined countries differs: In Lithuania, information and the bank, in Latvia, the website, and in Estonia, the bank. According to the experts, the most powerful factor in the trust-building process in Lithuania and Latvia is the e-banking system while in Estonia, the website. The research has the following limitations: The online survey of individual customers (however, internet banking relates to internet users, so this limitation is not essential); the analysis of only the positively affecting criteria of the trust-building process; only experts assessed the subfactors.

Suggested Citation

  • Viktorija Skvarciany & Daiva Jurevičienė, 2018. "Factors Influencing Individual Customers Trust in Internet Banking: Case of Baltic States," Sustainability, MDPI, vol. 10(12), pages 1-17, December.
    • Handle: RePEc:gam:jsusta:v:10:y:2018:i:12:p:4809-:d:191068
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    References listed on IDEAS

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    1. Md. Nur Alam Siddik & Gang Sun & Sajal Kabiraj & Joghee Shanmugan & Cui Yanjuan, 2016. "Impacts of e-banking on performance of banks in a developing economy: empirical evidence from Bangladesh," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 17(6), pages 1066-1080, November.
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    3. Hart O. Awa & Ojiabo Ukoha & Bartholomew C. Emecheta, 2016. "Using T-O-E theoretical framework to study the adoption of ERP solution," Cogent Business & Management, Taylor & Francis Journals, vol. 3(1), pages 1196571-119, December.
    4. Irfan Bashir & C. Madhavaiah, 2014. "Determinants of Young Consumers’ Intention to Use Internet Banking Services in India," Vision, , vol. 18(3), pages 153-163, September.
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    2. Francisco Palací & Alejandro Salcedo & Gabriela Topa, 2019. "Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research Approaches," Sustainability, MDPI, vol. 11(2), pages 1-26, January.
    3. Olga Vl. Bitkina & Jaehyun Park & Hyun K. Kim, 2022. "Measuring User-Perceived Characteristics for Banking Services: Proposing a Methodology," IJERPH, MDPI, vol. 19(4), pages 1-15, February.

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