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首页> 外文期刊>Information Technology for Development >Trust and Distrust in Online Banking:Their Role in Developing Countries
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Trust and Distrust in Online Banking:Their Role in Developing Countries

机译：在线银行中的信任与不信任：它们在发展中国家的作用

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摘要

Similar to the adoption of automatic teller machines, banks around the world are looking at online banking services as the next technology to reduce costs while maintaining or enhancing services to the customer. In developing countries, the low cost of online banking may enable banks to reach new customers, much like the cell phone offered new possibilities in telephony. Banks must understand, however, that the mediating use of technology increases interpersonal distance between banks and their customers, which can both decrease trust and exacerbate distrust. This article examines the role of trust and distrust in online banking. A framework for categorizing existing and potential online banking users based on their trust and distrust of online banking is presented. Categorizations of users are discussed along with recommendations for how banks can address customer concerns.
机译：与采用自动柜员机类似，世界各地的银行都将在线银行服务视为降低成本，同时维持或增强对客户服务的下一代技术。在发展中国家，网上银行的低成本可能使银行能够吸引新客户，就像手机为电话业提供了新的可能性一样。银行必须了解，但是，中介技术的使用会增加银行与其客户之间的人际距离，这既会降低信任度，又会加剧不信任感。本文探讨了信任和不信任在网上银行中的作用。提出了一个基于现有和潜在网上银行用户对网上银行的信任和不信任进行分类的框架。讨论了用户的分类以及银行如何解决客户关注的建议。

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