Identification and Exploration of Customer Trust in E-Banking in Iran

Trust is regard eel as the heart of e-banking system and is important factor in introducing a new product/service in the sphere of information technology. Trust has a positive impact on customer loyalty in e-banking. Therefore, banks and financial institutions are striving to identify factors to create a feeling of trust in customers towards their services. The aim of this study is to identify variables related to customer trust in e- banking. The associated variables with customer trust in e-banking are examined in the study. This study considers a conceptual model that is determinant of customer trust in e-banking. To test the hypotheses, a questionnaire of 25 questions designed that is valued 0 to 100 and distributed among the population (Meli bank), the total 320 patients of the main branches of clients who have had experience using the online system. The method used in this research is descriptive survey. The path analysis method was used to test the hypotheses, and the AMOS soft ware is used for statistical analysis of data. The results of the study show the significant impact of variables on customer trust, however, the perceived risk and perceived security has had the greatest impact on loyalty among them.