| B. Offline Trust and Online Mental Models
Figure 2 represents the general interaction of offline trust with a mental model of online banking. We begin with this general model before proceeding to the specific research model. A mental model is the representation of objects and semantic relations that a user constructs when he or she is processing new information [38]. Customers who view hyperdocuments on an online banking website must be able to form quick and clear mental models before attempting to perform online banking transactions.
Coherence positively influences the ability to form mental models, while cognitive overhead inhibits it. By definition, a document is coherent if a customer can construct a mental model from it that approximates reality [52]. A website that combines design factors to create a user-friendly website design improves customer coherence [63].
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