消費者對於傳統銀行、純網銀、元宇宙銀行的網銀之採用因素調查

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題名	消費者對於傳統銀行、純網銀、元宇宙銀行的網銀之採用因素調查 Consumer Adoption of Digital Banking Service across Physical, Online, and Metaverse Banks
作者	盧德恩 Lu, Teh-Eng
貢獻者	朴星俊 Park, Sungjun 盧德恩 Lu, Teh-Eng
關鍵詞	網上銀行信任 TAM TAM Digital Banking Trust
日期	2023
上傳時間	6-Jul-2023 16:52:58 (UTC+8)
摘要	在過去十年中，由於其便利性、觸及容易度和成本效益，使用網上銀行的消費者數量迅速增長。通過網上銀行，客戶可以通過幾個簡單的點擊執行各種金融任務，例如查詢帳戶餘額、在帳戶之間轉賬、支付賬單以及申請貸款或信用卡。現在，不只有傳統的實體銀行可以提供網上銀行服務。新型銀行，例如純網上銀行和虛擬世界銀行也進入市場，使市場變得更加競爭。對於實體銀行的管理者來說，找到能與這些競爭對手競爭的方法非常重要。由於信任在網上銀行的採用中發揮著重要的作用，因此本論文旨在找出消費者對不同類型銀行信任程度的差異以及影響消費者在網路銀行信任的因素，進而促使這些消費者採用該服務。我通過在延伸的科技接受模型(TAM)中添加了隱私擔憂和與生活方式相容性等變數，作為信任的前導因素，才測試是否對採用行為有所影響。我使用回歸分析來測試這些變數之間的關係。然後，我進行了一個變異數分析（ANOVA）和事後分析，以檢驗消費者在不同類型銀行之間的信任水平是否存在明顯差異。結果顯示，消費者對於實體與網上銀行之間的信任水平相同，並且相對於元宇宙銀行更加信任這兩種類型的銀行。此外，隱私擔憂對信任有負面影響，與生活方式相容性對信任有正面影響，而信任確實對採用意向有正面影響。 The convenience, accessibility, and affordability of digital banking have contributed to its rapid growth in popularity over the past ten years. Customers can easily check account balances, move money between accounts, pay bills, apply for loans, or credit cards, and other financial operations with the help of digital banking. These days, digital banking services are not just available from traditional click-and-mortar institutions. With the entry of new bank types including online-only banks and metaverse banks, the market is now more competitive than ever. It is crucial that management of click-and-mortar banks find a means to compete with these rivals. Since trust is crucial to the adoption of online banking, this thesis seeks to identify the differences in consumer trust levels toward various bank types and the variables that influence consumer trust in digital banking that may ultimately result in adoption. I adopted an extended TAM model by adding constructs including privacy concern and compatibility with lifestyle as antecedents of trust that may later lead to adoption and used a regression analysis to test the relationship between constructs. Afterwards, I conducted an ANOVA and post-hoc analysis to test whether there is a clear difference between consumers’ trust levels between the different types of banks. The results show us that consumers show the same levels of trust between a click-and-mortar bank and an online only bank, trusting these two types of banks more than a metaverse bank. Also, privacy concern has a negative effect on trust, compatibility with lifestyle has a positive effect on trust, and trust indeed has a positive effect on adoption intention.
參考文獻	Al-Gahtani, S. S. (2001b). The Applicability of TAM Outside North America. Information Resources Management Journal, 14(3), 37–46. Aladwani, A. M. (2001). Online banking: a field study of drivers, development challenges, and expectations. International Journal of Information Management, 21(3), 213–225. Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Williams, M. (2016). Consumer adoption of mobile banking in Jordan. Journal of Enterprise Information Management, 29(1), 118–139. Albort-Morant, G., Sanchís-Pedregosa, C., & Paredes, J. R. P. (2021). Online banking adoption in Spanish cities and towns. Finding differences through TAM application. Ekonomska Istrazivanja-economic Research, 35(1), 854–872. Anouze, A. L., & Alamro, A. S. (2019). Factors affecting intention to use e-banking in Jordan. International Journal of Bank Marketing, 38(1), 86–112. Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74–94. Bappy, T. A., & Chowdhury, R. S. (2020). Antecedents of Trust in Online Banking: A Bangladeshi Perspective. AIUB Journal of Business and Economics, 17(1), 41–66. Bashir, I., & Madhavaiah, C. (2015). Consumer attitude and behavioural intention towards Internet banking adoption in India. Journal of Indian Business Research, 7(1). Benbasat, I., & Barki, H. (2007). Quo vadis TAM? Journal of the Association for Information Systems, 8(4), 211–218. Bradley, L., & Stewart, K. (2003). The Diffusion of Online Banking. Journal of Marketing Management, 19(9–10), 1087–1109. Dash, Manoranjan & Mohanty, Ayasa & Pattnaik, Snigdha & Mohapatra, R.C. & Sahoo, Dhruti. (2011). Using the TAM model to explain how attitudes determine adoption of internet banking. 50-59. Davis, F. D. (1985). A technology acceptance model for empirically testing new end-user information systems : theory and results. In Ph. D. dissertation, Massachusetts Institute of Technology. Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. Management Information Systems Quarterly, 13(3), 319. Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Science, 35(8), 982–1003. De Ruyter, K., Moorman, L., & Lemmink, J. (2001). Antecedents of Commitment and Trust in Customer–Supplier Relationships in High Technology Markets. Industrial Marketing Management, 30(3), 271–286. Dwivedi, Y. K., Shareef, M. A., Simintiras, A. C., Lal, B., & Weerakkody, V. (2016). A generalised adoption model for services: A cross-country comparison of mobile health (m-health). Government Information Quarterly, 33(1), 174–187. Ennew, C., & Sekhon, H. (2007). Measuring trust in financial services: the Trust Index. Consumer Policy Review, 17(2), 62–68. Eriksson, K., Kerem, K., & Nilsson, D. (2005). Customer acceptance of internet banking in Estonia. International Journal of Bank Marketing, 23(2), 200–216. Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39–50. Gefen, D., & Straub, D. W. (2000). The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption. Journal of the Association for Information Systems, 1(1), 1–30. Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in Online Shopping: An Integrated Model. Management Information Systems Quarterly, 27(1), 51. Guriting, P., & Ndubisi, N. O. (2006). Borneo online banking: evaluating customer perceptions and behavioural intention. Management Research News, 29(1/2), 6–15. Hanafizadeh, P., Keating, B. W., & Khedmatgozar, H. R. (2014). A systematic review of Internet banking adoption. Telematics and Informatics, 31(3), 492–510. Hanafizadeh, P., Behboudi, M., Koshksaray, A. A., & Tabar, M. J. S. (2014). Mobile-banking adoption by Iranian bank clients. Telematics and Informatics, 31(1), 62–78. Harris, L. C., & Goode, M. M. (2004). The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. Journal of Retailing, 80(2), 139–158. Hossain, S. S., Bao, Y., Hasan, N., & Islam, M. F. (2020). Perception and prediction of intention to use online banking systems. International Journal of Research in Business and Social Science, 9(1), 112–126. Kaabachi, S., Mrad, S. B., & Fiedler, A. (2019). The moderating effect of e-bank structure on French consumers’ trust. International Journal of Bank Marketing, 38(2), 501–528. Kesharwani, A., & Bisht, S. S. (2012). The impact of trust and perceived risk on internet banking adoption in India. International Journal of Bank Marketing, 30(4), 303–322. Koo, C., Chung, N., & Kim, H. (2015). Examining explorative and exploitative uses of smartphones: a user competence perspective. Information Technology & People, 28(1), 133–162. Lee. (2020). Determinants of adoption and continuance intentions toward Internet-only banks. The International Journal of Bank Marketing, 38(4), 843–865. Maditinos, D. I., Chatzoudes, D., & Sarigiannidis, L. (2013). An examination of the critical factors affecting consumer acceptance of online banking. Journal of Systems and Information Technology, 15(1), 97–116. Mathieson, K. (1991). Predicting User Intentions: Comparing the Technology Acceptance Model with the Theory of Planned Behavior. Information Systems Research, 2(3), 173–191. Mital, M., Chang, V., Choudhary, P. K., Papa, A., & Pani, A. K. (2017). Adoption of Internet of Things in India: A test of competing models using a structured equation modeling approach. Technological Forecasting and Social Change, 136, 339–346. Mohammadi, H. (2015). A study of mobile banking usage in Iran. International Journal of Bank Marketing, 33(6), 733–759. Moorman, C., Deshpandé, R., & Zaltman, G. (1993). Factors Affecting Trust in Market Research Relationships. Journal of Marketing, 57(1), 81. Mukherjee, A., & Nath, P. (2003). A model of trust in online relationship banking. International Journal of Bank Marketing, 21(1), 5–15. Patel, K. K., & Patel, H. D. (2017). Adoption of internet banking services in Gujarat. International Journal of Bank Marketing, 36(1), 147–169. Posey, C., Lowry, P. B., Roberts, T. L., & Ellis, T. S. (2010). Proposing the online community self-disclosure model: the case of working professionals in France and the U.K. who use online communities. European Journal of Information Systems, 19(2), 181–195. Ratnasingham, P. (1998). The importance of trust in electronic commerce. Internet Research, 8(4), 313–321. Rawashdeh, A. (2015). Factors affecting adoption of internet banking in Jordan. International Journal of Bank Marketing, 33(4), 510–529. Reichheld, F. F., & Schefter, P. (2003). E-LOYALTY: YOUR SECRET WEAPON ON THE WEB. Harvard Business Review, 78(4), 105–113. Rogers, E. M. (1962). Diffusion of Innovations. Schaefer, G. K. (2002). Money, Trust, and Banking: An Integrated Approach to Monetary Theory and Banking Theory. Suh, B., & Han, I. (2002). Effect of trust on customer acceptance of Internet banking. Electronic Commerce Research and Applications, 1(3–4), 247–263. Sungjun (Steven) Park;ChunTing (David) Tung;Heejung Lee*, 2021.04, The Adoption of AI Service Robots: A Comparison between Credence and Experience Service Settings, Psychology & Marketing, Vol.38, No.4, pp.691-703. Tan, G. W., Chong, C. F., Ooi, K., & Chong, A. Y. (2010). The Adoption of Online Banking in Malaysia: An Empirical Analysis. The International Journal of Business and Management, 3(2), 169. Venkatesh, V., Davis, F. D., & Morris, M. A. (2007). Dead Or Alive? The Development, Trajectory And Future Of Technology Adoption Research. Journal of the Association for Information Systems, 8(4), 267–286. Wu, I., & Chen, J. (2005). An extension of Trust and TAM model with TPB in the initial adoption of on-line tax: An empirical study. International Journal of Human-computer Studies, 62(6), 784–808. Yap, K., Wong, D., Loh, C., & Bak, R. (2010). Offline and online banking – where to draw the line when building trust in e‐banking? International Journal of Bank Marketing, 28(1), 27–46. Yap, K., Wong, D., Loh, C., & Bak, R. (2010b). Offline and online banking – where to draw the line when building trust in e‐banking? International Journal of Bank Marketing, 28(1), 27–46.
描述	碩士國立政治大學企業管理研究所(MBA學位學程) 109363070
資料來源	http://thesis.lib.nccu.edu.tw/record/#G0109363070
資料類型	thesis

dc.contributor.advisor	朴星俊	zh_TW
dc.contributor.advisor	Park, Sungjun	en_US
dc.contributor.author (Authors)	盧德恩	zh_TW
dc.contributor.author (Authors)	Lu, Teh-Eng	en_US
dc.creator (作者)	盧德恩	zh_TW
dc.creator (作者)	Lu, Teh-Eng	en_US
dc.date (日期)	2023	en_US
dc.date.accessioned	6-Jul-2023 16:52:58 (UTC+8)	-
dc.date.available	6-Jul-2023 16:52:58 (UTC+8)	-
dc.date.issued (上傳時間)	6-Jul-2023 16:52:58 (UTC+8)	-
dc.identifier (Other Identifiers)	G0109363070	en_US
dc.identifier.uri (URI)	http://nccur.lib.nccu.edu.tw/handle/140.119/145889	-
dc.description (描述)	碩士	zh_TW
dc.description (描述)	國立政治大學	zh_TW
dc.description (描述)	企業管理研究所(MBA學位學程)	zh_TW
dc.description (描述)	109363070	zh_TW
dc.description.abstract (摘要)	在過去十年中，由於其便利性、觸及容易度和成本效益，使用網上銀行的消費者數量迅速增長。通過網上銀行，客戶可以通過幾個簡單的點擊執行各種金融任務，例如查詢帳戶餘額、在帳戶之間轉賬、支付賬單以及申請貸款或信用卡。現在，不只有傳統的實體銀行可以提供網上銀行服務。新型銀行，例如純網上銀行和虛擬世界銀行也進入市場，使市場變得更加競爭。對於實體銀行的管理者來說，找到能與這些競爭對手競爭的方法非常重要。由於信任在網上銀行的採用中發揮著重要的作用，因此本論文旨在找出消費者對不同類型銀行信任程度的差異以及影響消費者在網路銀行信任的因素，進而促使這些消費者採用該服務。我通過在延伸的科技接受模型(TAM)中添加了隱私擔憂和與生活方式相容性等變數，作為信任的前導因素，才測試是否對採用行為有所影響。我使用回歸分析來測試這些變數之間的關係。然後，我進行了一個變異數分析（ANOVA）和事後分析，以檢驗消費者在不同類型銀行之間的信任水平是否存在明顯差異。結果顯示，消費者對於實體與網上銀行之間的信任水平相同，並且相對於元宇宙銀行更加信任這兩種類型的銀行。此外，隱私擔憂對信任有負面影響，與生活方式相容性對信任有正面影響，而信任確實對採用意向有正面影響。	zh_TW
dc.description.abstract (摘要)	The convenience, accessibility, and affordability of digital banking have contributed to its rapid growth in popularity over the past ten years. Customers can easily check account balances, move money between accounts, pay bills, apply for loans, or credit cards, and other financial operations with the help of digital banking. These days, digital banking services are not just available from traditional click-and-mortar institutions. With the entry of new bank types including online-only banks and metaverse banks, the market is now more competitive than ever. It is crucial that management of click-and-mortar banks find a means to compete with these rivals. Since trust is crucial to the adoption of online banking, this thesis seeks to identify the differences in consumer trust levels toward various bank types and the variables that influence consumer trust in digital banking that may ultimately result in adoption. I adopted an extended TAM model by adding constructs including privacy concern and compatibility with lifestyle as antecedents of trust that may later lead to adoption and used a regression analysis to test the relationship between constructs. Afterwards, I conducted an ANOVA and post-hoc analysis to test whether there is a clear difference between consumers’ trust levels between the different types of banks. The results show us that consumers show the same levels of trust between a click-and-mortar bank and an online only bank, trusting these two types of banks more than a metaverse bank. Also, privacy concern has a negative effect on trust, compatibility with lifestyle has a positive effect on trust, and trust indeed has a positive effect on adoption intention.	en_US
dc.description.tableofcontents	ACKNOWLEDGEMENT II 摘要 III ABSTRACT IV TABLE OF CONTENTS V LIST OF TABLES VII LIST OF FIGURES VIII CHAPTER 1 – INTRODUCTION 1 CHAPTER 2 - LITERATURE REVIEW 3 2.1 DIGITAL BANKING 3 2.2 TAM 4 CHAPTER 3 – HYPOTHESIS 7 3.1 INFLUENCE OF PRIVACY CONCERN ON TRUST 7 3.2 INFLUENCE OF COMPATIBILITY WITH LIFESTYLE ON TRUST 8 3.3 INFLUENCE OF TRUST ON PERCEIVED USEFULNESS 8 3.4 INFLUENCE OF TRUST ON PERCEIVED EASE OF USE 9 3.5 CONFIRMATION OF TRADITIONAL TAM RELATIONSHIP 10 3.6 COMPARISON BETWEEN TRUST ON DIFFERENT TYPES OF BANKS 11 CHAPTER 4 – METHOD 13 4.1 DATA COLLECTION AND SAMPLING 13 4.2 ANALYSIS 14 CHAPTER 5 – RESULTS 15 5.1 DEMOGRAPHIC PROFILES 15 5.2 MEASUREMENT MODEL 16 5.3 STRUCTURAL MODEL 20 CHAPTER 6 - GENERAL DISCUSSION 22 6.1 THEORETICAL IMPLICATIONS 22 6.2 MANAGERIAL IMPLICATIONS 23 REFERENCES 26 APPENDIX 34	zh_TW
dc.format.extent	575745 bytes	-
dc.format.mimetype	application/pdf	-
dc.source.uri (資料來源)	http://thesis.lib.nccu.edu.tw/record/#G0109363070	en_US
dc.subject (關鍵詞)	網上銀行	zh_TW
dc.subject (關鍵詞)	信任	zh_TW
dc.subject (關鍵詞)	TAM	zh_TW
dc.subject (關鍵詞)	TAM	en_US
dc.subject (關鍵詞)	Digital Banking	en_US
dc.subject (關鍵詞)	Trust	en_US
dc.title (題名)	消費者對於傳統銀行、純網銀、元宇宙銀行的網銀之採用因素調查	zh_TW
dc.title (題名)	Consumer Adoption of Digital Banking Service across Physical, Online, and Metaverse Banks	en_US
dc.type (資料類型)	thesis	en_US
dc.relation.reference (參考文獻)	Al-Gahtani, S. S. (2001b). The Applicability of TAM Outside North America. Information Resources Management Journal, 14(3), 37–46. Aladwani, A. M. (2001). Online banking: a field study of drivers, development challenges, and expectations. International Journal of Information Management, 21(3), 213–225. Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Williams, M. (2016). Consumer adoption of mobile banking in Jordan. Journal of Enterprise Information Management, 29(1), 118–139. Albort-Morant, G., Sanchís-Pedregosa, C., & Paredes, J. R. P. (2021). Online banking adoption in Spanish cities and towns. Finding differences through TAM application. Ekonomska Istrazivanja-economic Research, 35(1), 854–872. Anouze, A. L., & Alamro, A. S. (2019). Factors affecting intention to use e-banking in Jordan. International Journal of Bank Marketing, 38(1), 86–112. Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74–94. Bappy, T. A., & Chowdhury, R. S. (2020). Antecedents of Trust in Online Banking: A Bangladeshi Perspective. AIUB Journal of Business and Economics, 17(1), 41–66. Bashir, I., & Madhavaiah, C. (2015). Consumer attitude and behavioural intention towards Internet banking adoption in India. Journal of Indian Business Research, 7(1). Benbasat, I., & Barki, H. (2007). Quo vadis TAM? Journal of the Association for Information Systems, 8(4), 211–218. Bradley, L., & Stewart, K. (2003). The Diffusion of Online Banking. Journal of Marketing Management, 19(9–10), 1087–1109. Dash, Manoranjan & Mohanty, Ayasa & Pattnaik, Snigdha & Mohapatra, R.C. & Sahoo, Dhruti. (2011). Using the TAM model to explain how attitudes determine adoption of internet banking. 50-59. Davis, F. D. (1985). A technology acceptance model for empirically testing new end-user information systems : theory and results. In Ph. D. dissertation, Massachusetts Institute of Technology. Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. Management Information Systems Quarterly, 13(3), 319. Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Science, 35(8), 982–1003. De Ruyter, K., Moorman, L., & Lemmink, J. (2001). Antecedents of Commitment and Trust in Customer–Supplier Relationships in High Technology Markets. Industrial Marketing Management, 30(3), 271–286. Dwivedi, Y. K., Shareef, M. A., Simintiras, A. C., Lal, B., & Weerakkody, V. (2016). A generalised adoption model for services: A cross-country comparison of mobile health (m-health). Government Information Quarterly, 33(1), 174–187. Ennew, C., & Sekhon, H. (2007). Measuring trust in financial services: the Trust Index. Consumer Policy Review, 17(2), 62–68. Eriksson, K., Kerem, K., & Nilsson, D. (2005). Customer acceptance of internet banking in Estonia. International Journal of Bank Marketing, 23(2), 200–216. Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39–50. Gefen, D., & Straub, D. W. (2000). The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption. Journal of the Association for Information Systems, 1(1), 1–30. Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in Online Shopping: An Integrated Model. Management Information Systems Quarterly, 27(1), 51. Guriting, P., & Ndubisi, N. O. (2006). Borneo online banking: evaluating customer perceptions and behavioural intention. Management Research News, 29(1/2), 6–15. Hanafizadeh, P., Keating, B. W., & Khedmatgozar, H. R. (2014). A systematic review of Internet banking adoption. Telematics and Informatics, 31(3), 492–510. Hanafizadeh, P., Behboudi, M., Koshksaray, A. A., & Tabar, M. J. S. (2014). Mobile-banking adoption by Iranian bank clients. Telematics and Informatics, 31(1), 62–78. Harris, L. C., & Goode, M. M. (2004). The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. Journal of Retailing, 80(2), 139–158. Hossain, S. S., Bao, Y., Hasan, N., & Islam, M. F. (2020). Perception and prediction of intention to use online banking systems. International Journal of Research in Business and Social Science, 9(1), 112–126. Kaabachi, S., Mrad, S. B., & Fiedler, A. (2019). The moderating effect of e-bank structure on French consumers’ trust. International Journal of Bank Marketing, 38(2), 501–528. Kesharwani, A., & Bisht, S. S. (2012). The impact of trust and perceived risk on internet banking adoption in India. International Journal of Bank Marketing, 30(4), 303–322. Koo, C., Chung, N., & Kim, H. (2015). Examining explorative and exploitative uses of smartphones: a user competence perspective. Information Technology & People, 28(1), 133–162. Lee. (2020). Determinants of adoption and continuance intentions toward Internet-only banks. The International Journal of Bank Marketing, 38(4), 843–865. Maditinos, D. I., Chatzoudes, D., & Sarigiannidis, L. (2013). An examination of the critical factors affecting consumer acceptance of online banking. Journal of Systems and Information Technology, 15(1), 97–116. Mathieson, K. (1991). Predicting User Intentions: Comparing the Technology Acceptance Model with the Theory of Planned Behavior. Information Systems Research, 2(3), 173–191. Mital, M., Chang, V., Choudhary, P. K., Papa, A., & Pani, A. K. (2017). Adoption of Internet of Things in India: A test of competing models using a structured equation modeling approach. Technological Forecasting and Social Change, 136, 339–346. Mohammadi, H. (2015). A study of mobile banking usage in Iran. International Journal of Bank Marketing, 33(6), 733–759. Moorman, C., Deshpandé, R., & Zaltman, G. (1993). Factors Affecting Trust in Market Research Relationships. Journal of Marketing, 57(1), 81. Mukherjee, A., & Nath, P. (2003). A model of trust in online relationship banking. International Journal of Bank Marketing, 21(1), 5–15. Patel, K. K., & Patel, H. D. (2017). Adoption of internet banking services in Gujarat. International Journal of Bank Marketing, 36(1), 147–169. Posey, C., Lowry, P. B., Roberts, T. L., & Ellis, T. S. (2010). Proposing the online community self-disclosure model: the case of working professionals in France and the U.K. who use online communities. European Journal of Information Systems, 19(2), 181–195. Ratnasingham, P. (1998). The importance of trust in electronic commerce. Internet Research, 8(4), 313–321. Rawashdeh, A. (2015). Factors affecting adoption of internet banking in Jordan. International Journal of Bank Marketing, 33(4), 510–529. Reichheld, F. F., & Schefter, P. (2003). E-LOYALTY: YOUR SECRET WEAPON ON THE WEB. Harvard Business Review, 78(4), 105–113. Rogers, E. M. (1962). Diffusion of Innovations. Schaefer, G. K. (2002). Money, Trust, and Banking: An Integrated Approach to Monetary Theory and Banking Theory. Suh, B., & Han, I. (2002). Effect of trust on customer acceptance of Internet banking. Electronic Commerce Research and Applications, 1(3–4), 247–263. Sungjun (Steven) Park;ChunTing (David) Tung;Heejung Lee*, 2021.04, The Adoption of AI Service Robots: A Comparison between Credence and Experience Service Settings, Psychology & Marketing, Vol.38, No.4, pp.691-703. Tan, G. W., Chong, C. F., Ooi, K., & Chong, A. Y. (2010). The Adoption of Online Banking in Malaysia: An Empirical Analysis. The International Journal of Business and Management, 3(2), 169. Venkatesh, V., Davis, F. D., & Morris, M. A. (2007). Dead Or Alive? The Development, Trajectory And Future Of Technology Adoption Research. Journal of the Association for Information Systems, 8(4), 267–286. Wu, I., & Chen, J. (2005). 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