An Empirical Study on Trust in Mobile Banking: A Pakistani Perspective

Digital finance is an emerging field in financial sector and mobile banking is its major pillar. Mobile banking is not only limited to developed countries but also holds a big share in financial/banking sector of developing countries. Trust is considered important factor by mobile banking customers while adopting this mode for financial transactions. Numerous studies have been conducted in this field in different countries. But in Pakistan there are only a few studies in this sector with limited range of variables of technology adoption model theory and theory of planned behavior control. In order to fill literature gap this study is conducted on model used by(Malaquias and Hwang 2016) in Brazil. According to this model trust in mobile banking depends upon personal innovativeness, social influence, task characteristic and risk perception. However, some control variables like gender, age, etc. are also studied in this model. Survey design with questionnaire was used for collecting data from respondents residing in Lahore, Gujranwala and Faisalabad; three districts of Punjab province of Pakistan. This study shows that risk perception negatively affects trust and rest of the variables i.e personal innovativeness, social influence and task characteristic are positively correlated with adoption of mobile banking. Gender is also significant in this study which shows male customers are more likely to adopt mobile banking.