The Impact of antecedents of trustworthiness on the Usage of Mobile-Banking Apps: An empirical study on Pakistani Consumers using PLS-SEM

Abstract

This study aims to investigate the association between trustworthiness and the adoption of mobile banking (M-banking) apps in Pakistan. The convenient sampling method was used to distribute a structured questionnaire. Total 750 questionnaires were distributed and only 660 responses deemed to be appropriate for the confirmatory factor analyses and structural equation modeling by using SMART PLS. The analytical findings show that the adoption of mobile banking apps is positively impacted by each of the three components of trustworthiness (ability, benevolence, and integrity). Banks are conscious about the value of consumer convenience yet struggling to earn customers trustworthiness. This study demonstrates how the high degree of trust among M-banking app users may benefit greater app usage.