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The Mediating Role of “Trust” in Mobile Banking Success: An Empirical Study
Yulia Wati,Chulmo Koo 한국경영정보학회 2010 한국경영정보학회 학술대회논문집 Vol.2010 No.1
Mobile banking has been considered to be one of the most value-added and important mobile services currently available. Considering the fact that the penetration of this technology is undefined well, particularly in developing country, this study clarified the role of trust as a mediating variable in mobile banking environment. An empirical study was undertaken in Indonesia and the data of 100 respondents were collected. The empirical results provided strong evidence for the explanatory power of our research model. Firstly, we found that the trust mediated the effects of information quality to perceived usefulness and end-user satisfaction. Second, the both relationships of system quality and perceived usefulness and system quality and end-user satisfaction were partially mediated by trust. Third, trust also showed a direct effect on both end-user satisfaction and perceived usefulness. Lastly, the result provided support of the positive relationship between perceived usefulness and end-user satisfaction. Implication for both practice and further research were also discussed.
A Comparative Study of Internet Banking Satisfaction Model in South Korea and Indonesia
Wati, Yulia,Koo, Chul-Mo The Korea Society of Management Information System 2009 Asia Pacific Journal of Information Systems Vol.19 No.4
Banking industries have continuously innovated through technology-enhanced products and services. Many studies have recognized the importance of the Internet in banking industries, arguing that it has been widely adopted. Many studies published on the Internet banking in specific countries are mostly related with such issues as internet banking adoption and acceptance, security and risks of online banking system, and interface design. Several studies have been done to examine the differences and similarities between other banking channels and the Internet banking. However, to the best of our knowledge, only a limited number of studies has examined the differences and similarities between two specific countries in order to create a new customer satisfaction model. In this research, we studied the internet banking satisfaction model by comparing two countries: South Korea and Indonesia. We conducted an empirical study based on the data collected in both two countries. In this research, we found that countries which have adopted electric banking services, particularly between a country with high ICT adoption and a country with low ICT adoption, show different satisfaction trends. Based on the study results, herein we provide discussion, managerial, and practical implications.
A Study of Mobile and Internet Banking Service: Applying for IS Success Model
Koo, Chulmo,Wati, Yulia,Chung, Namho The Korea Society of Management Information System 2013 Asia Pacific Journal of Information Systems Vol.23 No.1
Understanding success factors in electronic banking is important to helping banks succeed. In this study, we extend DeLone and McLean's IS success model to the electronic banking by adding trust as a success variable. We tested the extended model by comparing internet banking and mobile banking in Indonesia. Using a structural equation modelling approach. We found that system quality had positive impacts on perceived usefulness and end-user satisfaction for both internet banking and mobile banking. The development of e-banking (internet banking and mobile banking) in Indonesia is in its initial stage. Finally, although we tested for the common method bias to relieve concern, further research may use multiple methods when collecting the data. This study investigated the role of each dimension of IS success in the electronic banking environment. While the original IS success model emphasizes individual and organizational impacts, we have argued that trust is an important indicator of IS impact on an individual socially in the banking industry. The contribution of our study is two-fold. Conceptually, the study is the first to extend the IS success model to the e-banking context. We provide an extension of the updated IS success model by adding trust as an outcome variable in the research model.
Koo, Chulmo,Wati, Yulia,Park, Keeho,Lim, Min Kyung Gunther Eysenbach 2011 Journal of medical Internet research Vol.13 No.4
<P><B>Background</B></P><P>The fact that patient satisfaction with primary care clinical practices and physician-patient communications has decreased gradually has brought a new opportunity to the online channel as a supplementary service to provide additional information.</P><P><B>Objective</B></P><P>In this study, our objectives were to examine the process of cognitive knowledge expectation-confirmation from eHealth users and to recommend the attributes of a “knowledge-intensive website.”. Knowledge expectation can be defined as users’ existing attitudes or beliefs regarding expected levels of knowledge they may gain by accessing the website. Knowledge confirmation is the extent to which user’s knowledge expectation of information systems use is realized during actual use. In our hypothesized research model, perceived information quality, presentation and attractiveness as well as knowledge expectation influence knowledge confirmation, which in turn influences perceived usefulness and end user satisfaction, which feeds back to knowledge expectation.</P><P><B>Methods</B></P><P>An empirical study was conducted at the National Cancer Center (NCC), Republic of Korea (South Korea), by evaluating its official website. A user survey was administered containing items to measure subjectively perceived website quality and expectation-confirmation attributes. A study sample of 198 usable responses was used for further analysis. We used the structural equation model to test the proposed research model.</P><P><B>Results</B></P><P>Knowledge expectation exhibited a positive effect on knowledge confirmation (beta = .27, P < .001). The paths from information quality, information presentation, and website attractiveness to knowledge confirmation were also positive and significant (beta = .24, P < .001; beta = .29, P < .001; beta = .18, P < .001, respectively). Moreover, the effect of knowledge confirmation on perceived usefulness was also positively significant (beta = .64, P < .001). Knowledge expectation together with knowledge confirmation and perceived usefulness also significantly affected end user satisfaction (beta = .22 P < .001; beta = .39, P < .001; beta = .25, P < .001, respectively).</P><P><B>Conclusions</B></P><P>Theoretically, this study has (1) identified knowledge-intensive website attributes, (2) enhanced the theoretical foundation of eHealth from the information systems (IS) perspective by adopting the expectation-confirmation theory (ECT), and (3) examined the importance of information and knowledge attributes and explained their impact on user satisfaction. Practically, our empirical results suggest that perceived website quality (ie, information quality, information presentation, and website attractiveness) is a core requirement for knowledge building. In addition, our study has also shown that knowledge confirmation has a greater effect on satisfaction than both knowledge expectation and perceived usefulness.</P>