Factors That Affect Consumers’ Trust and Continuous Adoption of Online Financial Services

Abstract

Trust is relatively influential factor of customer behavior in online financial services. The purpose of this study is to propose a framework of intention to continuously adopt online financial services. To test the model, partial least squares is employed to analyze data collected from 126 respondents in Taiwan. The research findings showed that: 1. website trust influences on the intention to continuous adoption of online financial services; 2. cognitive trust of online customers influences on affective trust; 3. factors of transaction security, website and company awareness, prior Internet experience, and navigation functions directly influence on cognitive trust of online customers, and; 4. transaction security is the only factor that influences on affective trust of online customers. This research provides a theoretical foundation for academics and also practical guidelines for service providers in dealing with the trust aspects of online financial service.