Purpose

This paper aims to revisit the role of perceived risk in online banking, using an alternative view on trust as a moderator on the relationship between perceived risk and behavioral intention (BI). With this aim, the conceptual model was proposed to examine the impact of perceived risk on BI directly and indirectly via unified theory of acceptance and use of technology 2 along with its interactionist relationship with trust.

Design/methodology/approach

Structural equation modeling technique is used to analyze data collected from 677 bank customers via personal contact using a self-administered questionnaire.

Findings

The results indicate that perceived risk as a multi-dimensional construct has a direct and indirect impact on BI via performance expectancy, social influence, hedonic motivation and price value. Moreover, it was found that trust moderates the relationship between perceived risk and BI.

Practical implications

This study suggests that banks should create a trust-building mechanism in the online banking environment and develop certain risk management strategies such as providing detailed and thorough information, money-back guarantee and reassurance services to enhance confidence among the customers to use such services. The banks should also devote valuable efforts in designing website interface with improved security features to facilitate usability and reliability of online banking services.

Originality/value

The present study makes an important contribution to the existing literature on e-commerce, especially in the field of online banking, by proposing an interactionist model between perceived risk and trust. The proposed model has never been examined in the relevant literature and could be used to provide a solid theoretical foundation in the context of online banking adoption.

中文翻译：

---

感知风险在网上银行中的作用及其对行为意图的影响：信任作为主持人

目的

本文旨在通过使用信任的替代观点作为感知风险与行为意图（BI）之间关系的调节者，来重新审视感知风险在网上银行中的作用。为此，提出了一种概念模型，用于通过对技术2的接受和使用以及它与信任的交互作用关系的统一理论，直接和间接地检验感知风险对BI的影响。

设计/方法/方法

结构方程建模技术用于使用自我管理的调查问卷，通过个人联系分析从677个银行客户那里收集的数据。

发现

结果表明，感知风险作为一个多维构建体，会通过绩效预期，社会影响力，享乐动机和价格价值对商业智能产生直接和间接的影响。此外，还发现信任可以缓和感知风险与BI之间的关系。

实际影响

这项研究建议银行应在网上银行环境中建立信任建立机制，并制定某些风险管理策略，例如提供详细而透彻的信息，退款保证和保证服务，以增强客户之间使用此类服务​​的信心。银行还应投入宝贵的精力来设计具有改进的安全功能的网站界面，以促进在线银行服务的可用性和可靠性。

创意/价值

通过提出感知风险与信任之间的互动模型，本研究为电子商务的现有文献，特别是在线银行领域的现有文献做出了重要贡献。所提出的模型从未在相关文献中进行过研究，并且可以在采用网上银行的情况下提供坚实的理论基础。