Integration of trust in a TAM/ISS model; A study on the use of mobile banking by Mexican banking customers

Abstract

This research was based on the technology acceptance model (TAM), the information systems success model (ISSM) and incorporated trust into the theoretical research model. The study focuses on addressing how the factors of application quality, information quality and service quality affect ease of use, perceived usefulness, and trust. And in turn, how these last three incidents in the use of mobile banking by users in the Monterrey Metropolitan Area (MMA), Mexico. A quantitative study was carried out and the structural equation modeling (SEM) technique based on components/variances was applied. Of the variables addressed, it was found that the three quality factors affect the perceived usefulness, which in turn is an important driver of the use of mobile banking. By addressing the factors that are relevant to the user, a more attractive mobile banking can be created, attracting a greater number of users, leaving traditional banking behind and thus increasing the competitiveness of financial institutions.attractive mobile banking system, attracting a higher number of users, leaving traditional banking behind and thus increasing the competitiveness of financial institutions.