Revistas Académicas WoS

Analysis of the trust-commitment relationship in intranet banking

The purpose of this article is to empirically analyze the trust-commitment relationship in the context of internet banking. To achieve this objective, a telephone survey was applied to a group of internet banking clients in Chile, and the dimensional structure of trust was deeply analyzed. Through a structural equation model, the positive and direct effect of trust on commitment was proven in the context of the study. Furthermore, it could be determined that trust in internet banking has a multidimensional structure constituted by honesty, benevolence and competence. These results give the banks knowledge about what factors must be managed in order to achieve commitment from the customers who make internet transactions, mainly in a Latin American context.

Revista Venezolana de Gerencia, Vol. 14, pp. 371 - 392, 2009
Autor(es): Torres Eduardo, Manzur Enrique, Olavarrieta Sergio, Barra Cristóbal