Akademik Veri Yönetim Sistemi
32nd EBES Conference, İstanbul, Türkiye, 5 - 07 Ağustos 2020, ss.38
Technological developments enable bank customers to complete banking transactions via mobile devices. Current affairs including Covid-19 epidemics have dramatically increased the usage of alternative channels such as mobile banking. Different factors affect mobile banking usage intention of bank customers. Consumer trust is one of the most important antecedents of mobile banking usage intention of consumers. Consumer trust affects consumers’ mobile banking usage intention not only directly but also indirectly by decreasing perceived risk of consumers. In other words, consumer trust decreases perceived risks of consumers and the less risk a consumer perceive, the more likely he/she is to use mobile banking. In this context, the aim of the study is to examine the role of perceived risk in the relationship between consumer trust and mobile banking usage intention. In the process of collecting data for the study, 400 respondents were obtained through the convenience sampling method. However, 44 of these individuals were excluded for leaving some statements contained in the questionnaire blank; the remaining 356 questionnaires were subjected to analysis. The questionnaire was divided into two parts. Section one is consisted of questions related to demographics. Sections two is consisted of the items of consumer trust, perceived risk, and mobile banking usage intention scales developed by different authors. The factor, reliability, regression analyses were employed. The results reveal that there is a positive relationship between consumer trust and mobile banking usage intention. The results also show that perceived risk has a partial mediating role in the relationship between consumer trust and mobile banking usage intention.