IDEAS home Printed from https://ideas.repec.org/a/sae/busper/v10y2022i2p234-250.html

Impact of Trustworthiness on the Usage of M-banking Apps: A Study on Bangladeshi Consumers

Author

Listed:
  • Md. Rahat Khan
  • Sudhir Rana
  • Md. Imran Hosen

Abstract

The objective of this study is to find out the impact of trustworthiness on the usage of mobile banking (M-banking) apps in the capital city of Bangladesh. A structured questionnaire was distributed using the snowball sampling technique. Confirmatory factor analyses and structural equation modeling (using SPSS Statistics 20.0 and AMOS 26.0) were used on 362 responses found suitable for the study. The analytical results reveal that all three components of trustworthiness (ability, benevolence, and integrity) have a positive impact on M-banking app usage. Although banks have realized the importance of consumer convenience, they struggle to create trustworthiness. Thus, this study showcases that this positive trustworthiness amongst M-banking app users would be helpful in enhancing the usage of apps.

Suggested Citation

  • Md. Rahat Khan & Sudhir Rana & Md. Imran Hosen, 2022. "Impact of Trustworthiness on the Usage of M-banking Apps: A Study on Bangladeshi Consumers," Business Perspectives and Research, , vol. 10(2), pages 234-250, May.
    • Handle: RePEc:sae:busper:v:10:y:2022:i:2:p:234-250
    DOI: 10.1177/22785337211001969
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/22785337211001969
    Download Restriction: no
    File URL: https://libkey.io/10.1177/22785337211001969?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Abdul Waheed Siyal & Ding Donghong & Waheed Ali Umrani & Saeed Siyal & Shaharbano Bhand, 2019. "Predicting Mobile Banking Acceptance and Loyalty in Chinese Bank Customers," SAGE Open, , vol. 9(2), pages 21582440198, April.
    2. Bindu K. Nambiar & Hareesh N. Ramanathan & Sudhir Rana & Sanjeev Prashar, 2018. "Perceived Service Quality and Customer Satisfaction: A Missing Link in Indian Banking Sector," Vision, , vol. 23(1), pages 44-55, March.
    3. Amina Abdinoor & Ulingeta O.L. Mbamba, 2017. "Factors influencing consumers’ adoption of mobile financial services in Tanzania," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1392273-139, January.
    4. Lin, Hsiu-Fen, 2011. "An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust," International Journal of Information Management, Elsevier, vol. 31(3), pages 252-260.
    5. Md Shamimul Islam & Noorliza Karia & Muhammad Khaleel & Firdaus Bin Ahmad Fauzi & Mohamed Soliman Mohamed Soliman & Jamshed Khalid & Md. Yeasir Arafat Bhuiyan & Md. Abdullah Al Mamun, 2019. "Intention to adopt mobile banking in Bangladesh: an empirical study of emerging economy," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 31(1), pages 136-151.
    6. Md. Rahat Khan & Kritika Sharma, 2020. "Purchase Preferences and Buying Influences on Religious Occasions," FIIB Business Review, , vol. 9(3), pages 216-227, September.
    7. Karl V. Lins & Henri Servaes & Ane Tamayo, 2017. "Social Capital, Trust, and Firm Performance: The Value of Corporate Social Responsibility during the Financial Crisis," Journal of Finance, American Finance Association, vol. 72(4), pages 1785-1824, August.
    8. Sujeet Kumar Sharma, 2019. "Integrating cognitive antecedents into TAM to explain mobile banking behavioral intention: A SEM-neural network modeling," Information Systems Frontiers, Springer, vol. 21(4), pages 815-827, August.
    9. Wynne W. Chin & Abhijit Gopal & W. David Salisbury, 1997. "Advancing the Theory of Adaptive Structuration: The Development of a Scale to Measure Faithfulness of Appropriation," Information Systems Research, INFORMS, vol. 8(4), pages 342-367, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Sanjoy Kumar Roy & Udayshankar Sarkar & Md. Rahat Khan & Most. Tahura Pervin & Abdullah Al Ahad, 2025. "Generation Z’s Behavioral Factors Affecting Purchase Intention Through Social Media Portals: A Hybrid PLS-SEM and ANN Modeling Approach," SAGE Open, , vol. 15(3), pages 21582440251, August.
    2. Chakraborty, Debarun & Singu, Hari Babu & Patre, Smruti, 2022. "Fitness Apps's purchase behaviour: Amalgamation of Stimulus-Organism-Behaviour-Consequence framework (S–O–B–C) and the innovation resistance theory (IRT)," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    3. Most. Tahura Pervin & Md. Rahat Khan, 2025. "The Impact of Social Media Marketing on Consumers’ Buying Decisions in the Restaurant Industry: Mediating Role of Trustworthiness," Jindal Journal of Business Research, , vol. 14(1), pages 28-48, June.
    4. Shagun Tyagi & Ashulekha Gupta & Nabila Ansari, 2024. "Adoption and perception of banking customers towards green mode of banking: a demonstration of structural equation modelling," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 826-842, September.
    5. R. V. Naveenan & Chee Yoong Liew & Ploypailin Kijkasiwat, 2024. "Nexus Between Financial Inclusion, Digital Inclusion and Health Outcomes: Evidence from Developing Economies," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 174(1), pages 367-408, August.
    6. Khan, Md. Rahat & Pervin, Most. Tahura & Arif, Md. Zahir Uddin & Hossain, S.M. Khaled, 2024. "The impact of technology service quality on Bangladeshi banking consumers' satisfaction during the pandemic situation: Green development and innovation perspective in banking service," Innovation and Green Development, Elsevier, vol. 3(2).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. repec:bcp:journl:v:8:y:2024:i:1:p:1520-1538 is not listed on IDEAS
    2. Jadil, Yassine & Rana, Nripendra P. & Dwivedi, Yogesh K., 2021. "A meta-analysis of the UTAUT model in the mobile banking literature: The moderating role of sample size and culture," Journal of Business Research, Elsevier, vol. 132(C), pages 354-372.
    3. Tengku Ikmal Hakimi & Johanna Abdullah Jaafar & Nor Azah Abdul Aziz, 2023. "What factors influence the usage of mobile banking among digital natives?," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 763-778, December.
    4. Nadire Cavus & Yakubu Bala Mohammed & Mohammed Bulama & Muhammad Lamir Isah, 2023. "Examining User Verification Schemes, Safety and Secrecy Issues Affecting M-Banking: Systematic Literature Review," SAGE Open, , vol. 13(1), pages 21582440231, January.
    5. Ashraf Hilal & Concepción Varela-Neira, 2022. "Understanding Consumer Adoption of Mobile Banking: Extending the UTAUT2 Model with Proactive Personality," Sustainability, MDPI, vol. 14(22), pages 1-23, November.
    6. Prashant Tiwari & Shiv Kant Tiwari & Ashish Gupta, 2021. "Examining the Impact of Customers’ Awareness, Risk and Trust in M-Banking Adoption," FIIB Business Review, , vol. 10(4), pages 413-423, December.
    7. Wajeeha Aslam & Iviane Ramos de Luna & Muhammad Asim & Kashif Farhat, 2023. "Do the Preceding Self-service Technologies Influence Mobile Banking Adoption?," IIM Kozhikode Society & Management Review, , vol. 12(1), pages 50-66, January.
    8. Concepción Varela-Neira & Ashraf Hilal, 2026. "A UTAUT2 approach to understand intention to use mobile banking by non-users and intention to continue by users," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 31(1), pages 1-20, March.
    9. Francisco Liébana-Cabanillas & Nidhi Singh & Zoran Kalinic & Elena Carvajal-Trujillo, 2021. "Examining the determinants of continuance intention to use and the moderating effect of the gender and age of users of NFC mobile payments: a multi-analytical approach," Information Technology and Management, Springer, vol. 22(2), pages 133-161, June.
    10. Fogel, Kathy & Jandik, Tomas & McCumber, William R., 2018. "CFO social capital and private debt," Journal of Corporate Finance, Elsevier, vol. 52(C), pages 28-52.
    11. Olayinka David-West & Oluwasola Oni & Folajimi Ashiru, 2022. "Diffusion of Innovations: Mobile Money Utility and Financial Inclusion in Nigeria. Insights from Agents and Unbanked Poor End Users," Information Systems Frontiers, Springer, vol. 24(6), pages 1753-1773, December.
    12. Oehler, Andreas & Neuss, Charlotte, 2025. "ESG disclosure vs. ESG ratings: Consistent information value?," International Review of Financial Analysis, Elsevier, vol. 107(C).
    13. Arru Brunella & Delrio Federico & Furesi Roberto & Pulina Pietro & Fabio Albino Madau, 2025. "Role of environmental, social and governance disclosure in business profitability and cost of debt: An analysis of small Southern Italian agri‐food businesses," Agribusiness, John Wiley & Sons, Ltd., vol. 41(3), pages 856-895, July.
    14. Leon Zolotoy & Don O’Sullivan & Keke Song, 2021. "The Role of Ethical Standards in the Relationship Between Religious Social Norms and M&A Announcement Returns," Journal of Business Ethics, Springer, vol. 170(4), pages 721-742, May.
    15. Michalski, Lachlan & Low, Rand Kwong Yew, 2024. "Determinants of corporate credit ratings: Does ESG matter?," International Review of Financial Analysis, Elsevier, vol. 94(C).
    16. FeCheng Ma & Farhan Khan & Kashif Ullah Khan & Si XiangYun, 2021. "Investigating the Impact of Information Technology, Absorptive Capacity, and Dynamic Capabilities on Firm Performance: An Empirical Study," SAGE Open, , vol. 11(4), pages 21582440211, November.
    17. Haibei Chen & Xianglian Zhao, 2023. "Use intention of green financial security intelligence service based on UTAUT," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 25(10), pages 10709-10742, October.
    18. Gu, Leilei & Liu, Zhongyang & Xu, Danyang, 2023. "The risk-mitigating role of corporate social responsibility in Chinese listed heavy-polluting companies: An extreme event experience perspective," Energy Economics, Elsevier, vol. 125(C).
    19. Chang He & Junzhi Zhang & Liukai Wang & Weiqing Wang & Fei Li, 2025. "Targeted poverty alleviation and corporate financial performance: The CSR strategy perspective," Australian Journal of Management, Australian School of Business, vol. 50(2), pages 631-653, May.
    20. Sujeeth Ungratwar & Dipasha Sharma & Satish Kumar, 2025. "Mapping the digital banking landscape: a multi-dimensional exploration of fintech, digital payments, and e-wallets, with insights into current scenarios and future research," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-22, December.
    21. Bin Wang & Chenchen Wei & Longmei Shi & Xiaoqiang Cheng & Xueqin Shi, 2025. "ESG and firm operational efficiency: evidence from Chinese listed companies," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 27(1), pages 681-714, January.

    More about this item

    Keywords

    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:busper:v:10:y:2022:i:2:p:234-250. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.