Understanding users’ initial trust in mobile banking: An elaboration likelihood perspective

Due to the high perceived risk, building users’ initial trust is crucial to facilitating their adoption and usage of mobile banking. Drawing on the elaboration likelihood model (ELM), this research examined users’ initial trust in mobile banking. The results indicated that initial trust develops along a dual route including the central route and peripheral route. Self-efficacy as the elaboration likelihood moderates the effects of central cues and peripheral cues on initial trust. Central cues include information quality and service quality, whereas peripheral cues include system quality, structural assurance and reputation. The results imply that service providers need to employ differentiated strategies to build users’ initial trust in mobile banking.

► Initial trust develops via a dual route including central route and peripheral route.
► Self-efficacy as the elaboration likelihood moderates initial trust development.
► Central cues include information quality and service quality.
► Peripheral cues include system quality, structural assurance and reputation.