Quality Management And Trust Of Internet Banking In Thailand

Abstract The purpose of this research is to examine the relationship among the quality management trust and behavioral intention to use internet banking of customers in Thailand. Using a structured questionnaire primary data were collected from 400 internet banking users from both public and private banks randomly selected from various parts of Thailand. Multiple regression was used to study the effect of quality management on trust and the effect of trust on behavioral intention to use internet banking. The findings indicate that the strongest predictor of quality management on trust is the service quality. In addition the results show that trust and behavioral intention to use internet banking is positively correlated in the moderate level. There are three factors of quality management service quality system quality and information quality that associated with internet banking. The system and service qualities positively affects on trust however the information quality negatively affects on trust. The results of this study suggest that trust on internet banking services derive from these followings 1 accuracy and fast response of the data transaction 2 stability of the system 3 the lower fees and 4 time saving.