Innovation characteristics, knowledge-based trust, and the use of mobile banking: Bank Mellat customers of Tabriz

Development of mobile phone technologies has led to the importance of these technologies infinancial services and business. By applying innovation diffusion theory and knowledge-basedtrust, this study intends to investigate how innovation characteristics (perceived relativebenefits, ease of use, and compatibility) and knowledge-based trust (perceived competence,benevolence, and honesty) affect attitude and behavioral intention of adoption or continuingthe use of mobile banking. We distributed 385 questionnaires for data analysis among customerand potential customers of Mellat bank in Tabriz. Data were analyzed using path analysismethod and Spearman correlation coefficient by Spss and AMOS. Findings show that all threedimensions of innovation have positive relationship with attitude toward adoption or continuingthe use of mobile banking. In addition, two dimension of knowledge-based trust (perceivedcompetence and benevolence) affects the attitudes of customers positively. However, theperceived honesty dimension of knowledge-based trust does not have significant relationshipwith customers attitudes. Finally, we found that attitudes of customers toward using mobilebanking have positive effect on their behavioral intention of using mobile banking.

Keywords:

mobile banking , knowledge-based trust , innovation , attitude , behavioral intention