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Information Technology and Management

, Volume 13, Issue 1, pp 27–37 | Cite as

Examining mobile banking user adoption from the perspectives of trust and flow experience

  • Tao ZhouEmail author
Article

Abstract

Due to the high perceived risk and poor experience associated with using mobile banking, it is critical for service providers to build users’ trust and improve their experience. Integrating both perspectives of trust and flow experience, this research examined the factors affecting mobile banking user adoption. The results indicate that structural assurance is the main factor affecting trust, whereas ubiquity and perceived ease of use are the main factors affecting flow experience. Trust has a significant effect on flow experience, and both factors determine usage intention, which in turn affects actual usage. Thus mobile service providers need to concern both trust and flow experience to facilitate user adoption and usage of mobile banking services.

Keywords

Trust Flow experience Mobile banking Structural assurance 

Notes

Acknowledgment

This work was partially supported by a grant from the National Natural Science Foundation of China (71001030), a grant from the Zhejiang Provincial Natural Science Foundation (Y7100057), and a grant from Zhijiang Social Science Young Scholar Plan (G94).

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Copyright information

© Springer Science+Business Media, LLC 2011

Authors and Affiliations

  1. 1.School of ManagementHangzhou Dianzi UniversityHangzhouPeople’s Republic of China

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