Acceptance and use of mobile banking: an application of UTAUT2

2019 ◽  
Vol 32 (1) ◽  
pp. 118-151 ◽  
Author(s):  
Kwame Owusu Kwateng ◽  
Kenneth Afo Osei Atiemo ◽  
Charity Appiah
Keyword(s):  
User Experience ◽  
Educational Level ◽  
Financial Institution ◽  
Personal Digital Assistant ◽  
Primary Data ◽  
Mobile Banking ◽  
Financial Industry ◽  
Banking Services ◽  
Content Type ◽  
Use Of Technology

PurposeMobile banking (m-banking) can be defined as a service offered by a bank or any other financial institution that allows the customers of such establishments to carry out a variety of banking operations via a mobile device, such as a mobile phone, tablet or personal digital assistant. The purpose of this paper is to examine factors that influence customers to adopt and subsequently use m-banking services in Ghana using the unified theory of acceptance and use of technology 2 (UTAUT2) model with age, educational level, user experience and gender as moderators.Design/methodology/approachUsing questionnaire survey, the study sampled 300 users of m-banking services in Ghana as respondents. The primary data collected were analyzed using SmartPLS software.FindingsFindings of the study indicate that Habit, Price Value and Trust are the main factors influencing adoption and use of m-banking in Ghana. Individual differences of gender, age, educational level and user experience responded differently as they moderate the relationship between UTAUT2 constructs and use bahaviour. The applicability of UTAUT2 model was confirmed in the context of the research.Practical implicationsM-banking is a new phenomenon in Ghana’s financial industry, thus it is imperative to understanding the customer adoption behavior. The outcome will aid financial institutions to develop strategies that will sustain the interest of consumers to embrace m-banking.Originality/valueThis paper is among the first ever known attempts to examine m-banking adoption in Ghana using UTAUT2 model.

Why so serious? Gamification impact in the acceptance of mobile banking services

2017 ◽  
Vol 27 (1) ◽  
pp. 118-139 ◽  
Author(s):  
Goncalo Baptista ◽  
Tiago Oliveira
Keyword(s):  
Game Design ◽  
Structural Equation ◽  
Strong Relationship ◽  
Mobile Banking ◽  
Financial Industry ◽  
Banking Services ◽  
Content Type ◽  
Use Of Technology ◽  
The Right ◽  
The Impact

Purpose The purpose of this paper is to identify the potential impact of the utilization of game mechanics and game design techniques in the acceptance of mobile banking services. Design/methodology/approach The theoretical model was tested in a quantitative study using structural equation modelling, conducted in Brazil, with actual local banking customers. Findings The findings show that there is a direct and strong relationship between gamification and intention to use mobile banking services, supporting that, when used and designed properly, gamification can help make banking activities more exciting, more interesting and more enjoyable, and in turn increase customer acceptance, engagement and satisfaction. Research limitations/implications The research extends the unified theory of acceptance and use of technology (UTAUT2), and prior research to include gamification impact. The result is a more descriptive model that better explains consumers’ decision to use mobile banking services. Practical implications For practitioners, understanding the key constructs is crucial to design, refine and implement mobile banking services that achieve high consumer acceptance and value, and with the right amount of game techniques in them. Originality/value The globalization of business and systems is fuelling the need to acquire a deeper understanding of the impact of gamification in acceptance within the financial industry. This is the first time to the knowledge that UTAUT2 theory and a gamification construct are combined in a mobile banking acceptance work, supported by data from a South American country, enriching the existing literature on this subject and providing new insights into how game techniques influences individual behaviour.

scholarly journals What keeps Islamic mobile banking customers loyal?

2019 ◽  
Vol 10 (2) ◽  
pp. 525-542 ◽  
Author(s):  
Mohamed Asmy Bin Mohd Thas Thaker ◽  
Md Fouad Bin Amin ◽  
Hassanudin Bin Mohd Thas Thaker ◽  
Anwar Bin Allah Pitchay
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Mediating Effect ◽  
Primary Data ◽  
Islamic Banking ◽  
Intention To Use ◽  
Mobile Banking ◽  
Continuance Intention ◽  
Banking Services ◽  
Content Type

Purpose This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. Design/methodology/approach The primary data are collected from the survey administered to 250 customers in the Klang Valley and the analysis is conducted using partial least squares (PLS). Findings Based on the findings, continuance intention of using Islamic mobile banking services was found to be depended on the usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, the mediating effect of Islamic mobile banking services continuance adoption is significantly influenced by customer satisfaction and trust. Research limitations/implications The sample size and area of study become the obvious limitations, and interpretation of the results and conclusion cannot be as generalised. In addition, as the respondents of this study are existing customers who have used Islamic mobile banking services at least once, relying on the perception of one key informant might imply cognitive biases. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the customers’ continuance intention in using Islamic mobile banking services. Practical implications By understanding these continuance intention factors amongst the customers, it would help the industry player particularly Islamic banking to plan and strategise appropriate policies and support necessary programmes on diversifying and promoting financial transaction using mobile banking services amongst their existing and potential customers. Originality/value This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focuses on loyalty towards Islamic mobile banking services. The paper is considered to be the first attempt to examine the factors that influence Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services.

The moderating role of cultural factors in the adoption of mobile banking in Brazil

2019 ◽  
Vol 11 (1) ◽  
pp. 63-81 ◽  
Author(s):  
Alexandre da C. Goularte ◽  
Silvia Novaes Zilber
Keyword(s):  
Theoretical Model ◽  
Behavioral Intention ◽  
Cultural Dimensions ◽  
Mobile Banking ◽  
Content Type ◽  
Five Dimensions ◽  
Cultural Variables ◽  
Use Of Technology ◽  
Country Culture ◽  
The Impact

Purpose This study aims to evaluate the impact of country culture, represented by Hofstede cultural dimensions, in the adoption of Brazilian mobile banking services. Design/methodology/approach Based on the replication of a theoretical model previously tested in Mozambique (Africa) that combines the extended version of the unified theory of acceptance and use of technology (UTAUT2) with the five Hofstede cultural dimensions, this study tested that model in another emerging country, Brazil, using partial least squares (PLS) as a modeling method. Findings Replication showed that the cultural dimensions do not present strong significance in the moderation of the use of mobile banking. In fact, out of the five dimensions tested, three were not significant and two showed weak significance (p < 0.10): collectivism and short-term orientation. Those results, contrasting with that one presented by Baptista and Oliveira (2015), made sense under Ajzen’s theory (1991) – the TPB, leading to the conclusion that the moderation of cultural dimensions on behavior use is not applicable. Originality/value The authors concluded that the tested model may not be adherent, finding a theoretical gap to be explored in future studies: the moderation of the behavioral intention by cultural variables proposed by Hofstede. That finding supported the proposition of a new theoretical model, which considers the moderation of cultural dimensions in another place: behavioral intention to use mobile banking instead of the behavior use, as proposed by Baptista and Oliveira (2015). So, based on the research results and based on some authors cited in this study (Choi et al., 2014; Chou, 2013; Srite and Karahanna, 2006), it is proposed to insert Hofstede cultural variables as moderators of independent variables on the behavioral intention.

scholarly journals Antecedents of E-Banking Services by Customers for the Selected Commercial Banks in Sylhet, Bangladesh

2016 ◽  
Vol 9 (1) ◽  
pp. 47
Author(s):  
Mohammad Zahed Hossain
Keyword(s):  
Mobile Apps ◽  
Age Groups ◽  
Cost Effective ◽  
Internet Banking ◽  
Demographic Variables ◽  
Online Banking ◽  
Primary Data ◽  
Mobile Banking ◽  
Chi Square ◽  
Banking Services

<p>This study is conducted to identify customers view regarding cost effectiveness, time savings and security of different types of e-banking products like online banking, ATM banking, internet banking, mobile banking and telephone banking. E-banking is the alternative delivery channels that banks adopted for providing efficient banking services through the help of internet, computers, mobile phone etc. Banks’ customers were considered as population and primary data were collected through questionnaire. Descriptive statistics and Chi-square test were used for analyzing the data. The results indicated that customers prefer ATM banking services most, next to follow mobile banking and online banking. The customers believed that all types of e-banking products save time and except telephone banking others types of e-banking products were secured. Online banking and ATM banking services were not considered as cost effective. Analysis indicated no relationship between online banking and different demographic variables. ATM banking services was highly influenced by most of the demographic variables whereas internet banking, mobile banking and telephone banking influenced by few demographic variables i.e. age groups, education level, and monthly income. The results help banks to develop varieties of e-banking products and formulate strategies by considering the demographic characteristics of the customers. Customers expect more users friendly e-banking products along with diversify features and suggested to develop latest e-banking products like mobile apps based banking for ensuring long term customers relationship, attracting potential customers and keeping existing customers that may ensure consistent growth and profit as well.</p>

scholarly journals Credit composition and income inequality in Vietnam: an empirical analysis

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Le Quoc Hoi ◽  
Hương Lan Trần
Keyword(s):  
Income Inequality ◽  
Educational Level ◽  
Generalized Method Of Moments ◽  
Institutional Quality ◽  
Primary Data ◽  
Data Set ◽  
Content Type ◽  
Private Credit ◽  
The Impact

PurposeThis paper aims to examine the credit composition and income inequality reduction in Vietnam. In particular, the authors focus on the distinction between policy and commercial credits and investigate whether these two types of credit had adverse effects on income inequality. The authors also examine whether the impact of policy credit on income inequality is conditioned by the educational level and institutional quality.Design/methodology/approachThe authors use the primary data set, which contains a panel of 60 provinces collected from the General Statistics Office of Vietnam from 2002 to 2016. The authors employ the generalized method of moments to solve the endogenous problem.FindingsThe authors show that while commercial credit increases income inequality, policy credit contributes to reducing income inequality in Vietnam. In addition, we provide evidence that the institutional quality and educational level condition the impact of policy credit on income inequality. Based on the findings, the paper implies that it was not the size of the private credit but its composition that mattered in reducing income inequality, due to the asymmetric effects of different types of credit.Originality/valueThis is the first study that examines the links between the two components of credit and income inequality as well as constraints of the links. The authors argue that analyzing the separate effects of commercial and policy credits is more important for explaining the role of credit in income inequality than the size of total credit.

Revisiting expectation confirmation model to measure the effectiveness of multichannel bank services for elderly consumers

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Neena Sinha ◽  
Nidhi Singh
Keyword(s):  
Mobile Banking ◽  
Adaptation Theory ◽  
Banking Services ◽  
Content Type ◽  
Hedonic Adaptation ◽  
Commercial Success ◽  
Long Run ◽  
Growth Curve Modelling ◽  
Adoption Satisfaction ◽  
Expectation Confirmation

PurposeThis study aims to understand the expectations of elderly bank customers with mobile banking services and to measure its impact on their long-term satisfaction and continued intention. The study is based on two theories, expectations-confirmation theory (ECT) and hedonic adaptation theory.Design/methodology/approachA self-administered longitudinal survey was completed with a sample of 208 elder customers who do not use mobile banking services. Latent growth curve modelling approach was used to determine the change in their post-adoption experience over four time points.FindingsResults of the study confirm that the use of mobile banking services prolongs the duration of customer satisfaction and continued intention level, post-adoption, reinforcing the hedonic adaptation theory.Research limitations/implicationsMobile banking services are going to be a significant component of the multichannel banking agenda. But it might be interesting to review other digital channels of banking services. The key contribution of this study is that it measures the expectation-confirmation link of elderly customers with mobile banking services. The study sheds light on factors that positively influence customer inclination and adoption of multichannel banking services in the long run, which is important for the commercial success of such channels.Practical implicationsThe study highlights the importance of elder customers' pre-expectations, related dimensions which are important for post-adoption experiences of mobile banking services to improve customers' satisfaction and continued intention in the long run. This is crucial for the commercial success of banks.Originality/valueThis is the first such study that used the expectation confirmation model (ECT) and related it with hedonic adaptation theory to assess elderly customer's post-adoption satisfaction and continued usage of mobile banking services over time.

Mobile banking adoption in Islamic banks

2019 ◽  
Vol 11 (6) ◽  
pp. 1405-1418
Author(s):  
Dwi Suhartanto ◽  
David Dean ◽  
Tuan Ahmad Tuan Ismail ◽  
Ratna Sundari
Keyword(s):  
Islamic Law ◽  
Ease Of Use ◽  
Partial Least Square ◽  
Perceived Usefulness ◽  
Mobile Banking ◽  
Islamic Banks ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Content Type ◽  
Islamic Bank

Purpose This paper aims to examine mobile banking adoption in Islamic banks by integrating technology adoption model (TAM) and Religiosity-Behavioural Intention Model. Design/methodology/approach This study uses a sample of 300 mobile banking customers of Islamic banks from West Java Province, Indonesia. Partial least square was applied to assess the association between perceived usefulness, perceived ease-of-use, religiosity, satisfaction, and adoption. Findings The results of this study disclosed that the integration of TAM and Religiosity-Intention model provides a more complete explanation of Islamic bank consumers’ adoption of mobile banking. Besides perceived usefulness and perceived ease-of-use, the results of this study emphasise the importance of religiosity in mobile banking adoption. Practical implications This study offers an opportunity for Islamic bank managers to increase the adoption of their mobile banking services. To increase the adoption of mobile banking services, Islamic banks must not only provide an application that is useful and easy to use but also consider the customer’s religiosity. All of their mobile banking marketing strategies should focus on providing high-quality mobile service while ensuring the bank’s operations are compliant with the Islamic law. Originality/value This study is the first attempt to integrate TAM and Religiosity-Intention Model to assess mobile banking adoption.

Determinants of consumers’ intention to adopt mobile banking services in Zimbabwe

2017 ◽  
Vol 35 (6) ◽  
pp. 997-1017 ◽  
Author(s):  
Charles Makanyeza
Keyword(s):  
Self Efficacy ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Behavioural Intention ◽  
Relative Advantage ◽  
Mobile Banking ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Content Type ◽  
Intention To Adopt

Purpose The purpose of this paper is to investigate the determinants of consumers’ intention to adopt mobile banking services in Zimbabwe. Design/methodology/approach A survey of 232 bank customers was conducted in Chinhoyi, Zimbabwe, using a structured questionnaire with Likert-type questions. Customers were randomly intercepted as they walked out of five major banks. Structural equation modelling, independent-samples t-test and one-way ANOVA were used to test research hypotheses. Findings The study found that perceived usefulness, perceived self-efficacy, social influence, relative advantage and perceived compatibility all have a positive effect, whilst perceived risk has a negative effect on behavioural intention to adopt mobile banking services in Zimbabwe. Perceived ease of use, facilitating conditions, perceived complexity, perceived trialability, awareness-knowledge and demographic factors (gender, age, education and income) did not significantly influence behavioural intention to adopt mobile banking. Perceived ease of use was found to positively influence perceived usefulness, while perceived self-efficacy was found to have a positive effect on perceived ease of use. Behavioural intention was found to positively influence usage of mobile banking services in Zimbabwe. Research limitations/implications Data were collected from bank customers in Chinhoyi, one of the emerging towns in Zimbabwe. Future research should be expanded to include other major cities in Zimbabwe and other countries. More similar studies should be conducted to test the factors identified in literature in different contexts and markets and on other innovations. Practical implications The study advises banks to pay particular attention to perceived usefulness, perceived self-efficacy, social influence, relative advantage, perceived compatibility and perceived risk when designing new mobile banking services. Originality/value There is not a unified position regarding factors influencing mobile banking adoption. Factors vary with contexts, markets, time and types of innovations. The study tested some major factors identified in literature in the context of Zimbabwe.

scholarly journals Millennial loyalty towards artificial intelligence-enabled mobile banking. Evidence from Indonesian Islamic banks

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dwi Suhartanto ◽  
Moch Edman Syarief ◽  
Ade Chandra Nugraha ◽  
Tintin Suhaeni ◽  
Ambia Masthura ◽  
...  
Keyword(s):  
Artificial Intelligence ◽  
Service Quality ◽  
Islamic Law ◽  
Partial Least Square ◽  
Least Square ◽  
Relative Advantage ◽  
Mobile Banking ◽  
Islamic Banks ◽  
Banking Services ◽  
Content Type

Purpose This study aims to examine factors driving millennial loyalty towards artificial intelligence (AI)-enabled mobile banking services in Islamic banks. Design/methodology/approach This research collected the data from 204 millennial customers of Islamic banks in Aceh, Indonesia. Partial least square (PLS) was used to evaluate the effect of service factors (the need for service and service quality), technology-based factors (attitudes towards AI, relative advantage, security and trust) and religiosity on millennial loyalty towards AI-enabled mobile banking. Findings This inquiry reveals that service quality, attitude towards AI and trust are determinants important for millennial loyalty towards AI-enabled mobile banking. Further, this research notes the significant role of religiosity on millennial loyalty towards mobile banking services. Practical implications This study suggests Islamic banks focus on developing millennial trust and attitude towards AI to increase their loyalty towards AI-enabled mobile banking services. Further, Islamic banks operation that complies with Islamic law is strongly suggested to develop millennial loyalty. Originality/value To the best of the authors’ knowledge, this is the first study that tries to scrutinize loyalty towards AI-enabled mobile banking.

A Study on the Impact of Employee Training and Stimulus on Business Recital with Indication to Public and Private Banks of India

2017 ◽  
Vol 7 (02) ◽  
Author(s):  
Khalid Syeed Uddin
Keyword(s):  
Perceived Risk ◽  
Negative Impact ◽  
Financial Institution ◽  
Security And Privacy ◽  
Mobile Banking ◽  
Public And Private ◽  
Banking Services ◽  
Descriptive Research ◽  
User Adoption ◽  
The Impact

Financial institution that offered mobile applications to the consumers should give attention to the perceived risk factors of Mobile Banking adoption in order to retain existing customers as well as attract new consumers. The study suggests that banks should build an application with features to facilitate users’ assessment of Mobile Banking services and thus minimize the perceived risk and maximize the perceived ease of Mobile Banking services. The impact of risk and trust on Mobile Banking adoption has also been examined and shown to be significant to Mobile Banking adoption in the context in India. This study is based on the Descriptive research, where valid responses are collected from the respondent by filling questionnaire. Keeping the TAM proposed by Davis as a theoretical basis, an extended TAM incorporating security and privacy related issues for Mobile Banking adoption is conceptualized. The paper reveals that perceived risk has a negative impact on behavioural intention of Mobile Banking adoption and trust has a negative impact on perceived risk. A well-designed mobile application was also found to be helpful in facilitating easier use and minimizing perceived risk concerns regarding Mobile Banking usage. The purpose of this paper is to examine the effect of perceived risk on Mobile Banking user adoption.

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