Resumen

VAN HEERDEN, Robyn; CILLIERS, Liezel  y  ISABIRYE, Naomi. A trust framework to improve adoption of mobile banking by university students. JCMAN [online]. 2023, vol.20, n.1, pp.38-58. ISSN 1815-7440.  http://dx.doi.org/10.35683/jcm21066.184.

BACKGROUND: In today's fast-paced society, technologies have evolved to provide services that are convenient and benefit both the customer and service provider; these include mobile banking (m-banking). University students are a big segment of the future income earners and adopters of technology; thus, it is imperative for them to adopt and become regular m-banking users as this will impact the revenue of banking institutions PURPOSE OF THE STUDY: The aim of this research was to develop a trust framework to improve the adoption of mobile banking by university students DESIGN/METHODOLOGY/APPROACH: The study adopted a positivist approach utilising the quantitative methodology to survey a sample of 471 university students FINDINGS: The findings show the existence of a positive and significant relationship between several factors, such as perceived usefulness, perceived ease of use, and perceived risk, when investigating trust and its influences on m-banking adoption amongst university students RECOMMENDATIONS/VALUE: Based on these findings, the study recommends that banks should consider the above-mentioned factors in order to improve trust and increase m-banking adoption among university students MANAGERIAL IMPLICATIONS: In addressing the reasons why university students do not adopt mobile banking, the study encourages continued efforts to promote m-banking amongst university students to include them in the banking sector and become financially inclusive JEL CLASSIFICATION: G20

Palabras clave : Adoption intention; M-banking; Perceived ease of use; Perceived risk; Perceived usefulness; Trust; University students.

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