Privacy, security, infrastructure, and cost issues in internet banking in the Philippines: Initial trust formation

Abstract

The overall purpose of this study is to develop an understanding of the issues that influence initial trust on behavioural intention to use internet banking in developing countries like the Philippines. The country has experienced sophisticated cyberattacks, slowest download internet speed and average internet costs per Mbps that are far above the global average standards. The study proposes and empirically tests if these issues influence initial trust formation with a sample of 454 local banks' customers who are non-users of internet banking services in the Philippines. Perceived costs, quality of infrastructure, privacy, security and disposition to trust were barriers to non-users' intentions to engage in any online financial transaction.