What Drives Initial Trust in Using Mobile Banking Apps

Abstract

Despite the popularity of Bank Central Asia (BCA) mobile banking apps among its customers, it seems that the used of some features of the apps such as payment, transfer and etc., is still relatively low. Lack of trust has been identified to be one of the causes. Some of these customers may not have previous experience and not yet feel assured to use the features offer by the mobile banking apps. The purpose of this paper is to determine the factors (such as information quality, service quality, and system quality) influencing initial trust in using BCA's mobile banking apps. This research adopts three dimensions of the IS success D&M model to examine initial trust of the non-active users BCA's mobile banking. Data were collected from a total of 202 respondents using questionnaires. Multiple linear regression is used to test the research hypothesis. This study found service quality and system quality positively and significantly affect initial trust, while information quality is found insignificantly affect initial trust.