CONSUMER TRUST EFFECTS ON E-BANKING IN SAUDI ARABIA

Abstract

Online banking has gained immense popularity worldwide. Likewise, in Saudi Arabia it is used by the masses. However, the question that arises is what are the factors that led the people to use online banking and what entails their customer trust. The quantitative research was conducted to identify the reasons for consumers use e-banking; to determine the reasons for the consumer trust in e-banking and to evaluate the most important factor that develops the consumer trust in e-banking in Saudi Arabia. There were 9 question survey asked through Survey Monkey. There are 70 candidates participated in the survey. The results showed that the reasons for using the online banking was the ease of using banking services and recommended by friends and family. While the most important factors for developing the customer trust has been the bank reputation and customer service. In conclusion, the bank should continue to maintain its brand name and the customer service in order for the customer trust to be there.