Examining Consumer Mobile Money Usage Behaviour in Ghana

Factors Affecting the Consumers’ Purchase Intention and Willingness-to-Pay More for Electric-Vehicle Technology

This study conducted an in-depth analysis of the factors affecting consumers’ intention to purchase and willingness to pay more for an electric vehicle (EV) in the developing-country context, extending the theory of planned behavior with two new variables: environmental concern and willingness to pay (WTP) a premium. Survey data were collected from 358 responses and were analyzed using partial least squares structural equation modeling. Multi-group analysis was conducted, and the moderating role of gender was examined. The findings showed the significant effects of the theory-of-planned-behavior variables and environmental concern on EV technology purchase intention. The present study provi…

Mobile Banking Services Continuous Usage -- Case Study of Finland

Finland is at the forefront of using new information systems, such as mobile banking (m-banking). The present study develops and tests a model of continuous usage intentions toward m-banking services for a sample of 273 Finnish m-banking users. Results confirm the hypothesized direct relationships between self-congruence and perceived value, perceived risk and perceived value, perceived value and continuous usage, and continuous usage and word of mouth. The frequency of usage of m-banking services and experience moderate the relationship between perceived value and continuous usage. We discuss the theoretical and managerial implications of the study results and present recommendations for f…

Understanding moderating effects in increasing share-of-wallet and word-of-mouth : A case study of Lidl grocery retailer

This study examines how five moderating variables (the length of the customer relationship, following a company in print media and on social media, remembering online advertisements, and the customer’s age) affect the relationships between perceived value and loyalty and satisfaction and loyalty in the grocery retailing sector. A series of hypotheses were developed and tested with a sample of 2,072 discount retailer customers in Finland. The results support all the direct effects hypotheses and show that perceived value and satisfaction both have a positive effect on loyalty, measured as a share of wallet and word of mouth and that the effect of perceived value tends to be stronger in the s…

Examining Consumers’ Usage Intention of Contactless Payment Systems

Purpose The purpose of this paper is to develop and test a conceptual model that combines the modified Unified Theory of Acceptance and Use of Technology (UTAUT2) with a consumer brand engagement (CBE) model to predict consumers’ usage intentions toward contactless payment systems in a developed country. Design/methodology/approach The authors cooperated with a contactless payment service provider in Finland and reached out to 22,000 customers, resulting in 1,165 usable responses. The collected data were analyzed using structural equation modeling. Findings The study shows that the UTAUT2 and the CBE model together explain approximately 70 percent of the variance in usage intention. Of the…

Examining the antecedents and consequences of perceived value : a case study of mobile banking application usage in the Kingdom of Saudi Arabia

Recent advancements in information, communications, and mobile technologies have revolutionized banking and payment services as well as consumer behavior. This study examines the continuous usage experience of mobile financial services, and especially mobile banking services, in the Kingdom of Saudi Arabia (KSA), the context of this study. Data were collected from 300 experienced mobile banking users across the KSA using a pre-tested survey instrument. The partial least squares structural equation modelling (PLS-SEM) was used to analyze the data. The results supported most of the hypotheses and revealed that e-service quality, e-information quality, and experience flow have a significant an…

Examining the Impact of ICT on Sustainable Development: A Data-Driven Narrative

Considering the challenges of sustainable development and the mixed prescriptions being offered by the use of digital technologies, we present a data-driven narrative of how ICT development impacts the sustainable growth of economies. The analysis is based on historical panel data from 39 economies across the developed and developing economies. The industry-standard CRISP-DM methodology was applied as it is flexible, robust, and offers a practical approach for data analytics. The findings reveal that there are differentiated outcomes in terms of sustainable growth among high-income and low-income economies. This poses legitimate questions as to whether low-income economies will be able to m…

Mobile banking services adoption in Pakistan: are there gender differences?

Purpose The purpose of this paper is to provide a comprehensive insight into the deciding factors affecting an individual’s intention to adopt mobile banking (m-banking) services in Pakistan. Design/methodology/approach A survey approach was used with a sample of 189 responses from across Pakistan. Multi-group analysis was performed in order to detect gender differences among men and women in the process of adopting m-banking. Findings The paper found support for the positive effect of perceived behavioral control (PBC) and attitudes (ATT) toward m-banking adoption intentions. Significant differences between men and women were found to affect subjective norms (SN) on adoption intention, ev…

Identifying relevant segments of AI applications adopters : Expanding the UTAUT2’s variables

Artificial intelligence (AI) is a future-defining technology, and AI applications are becoming mainstream in the developed world. Many consumers are adopting and using AI-based apps, devices, and services in their everyday lives. However, research examining consumer behavior in using AI apps is scant. We examine critical factors in AI app adoption by extending and validating a well-established unified theory of adoption and use of technology, UTAUT2. We also explore the possibility of unobserved heterogeneity in consumers’ behavior, including potentially relevant segments of AI app adopters. To augment the knowledge of end users’ engagement and relevant segments, we have added two new antec…

Designing Recommendation or Suggestion Systems: looking to the future

A Recommendation or Suggestion System (RSS) helps on-demand digital content and social media platforms identify associations amongst large amounts of transaction data, which are then used to provide personalised viewing and shopping recommendations to consumers. This preface introduces how RSSs are used in the marketplace and various purposes it serves. This paper is a contribution to the ongoing research beyond content-based recommender system. It presents an examination of how the Collective Intelligence Social Tagging System makes a fundamental difference to content-based recommender systems and a suggested hybrid approach to RSS architecture which uses crowdsourcing and tagging to incre…

Mobile money as a driver of digital financial inclusion

Meeting the mobile money needs of the less privileged in developing and emerging markets opens up enormous possibilities for banks and newly emerged financial-technology firms. Many consider mobile money services a separate domain within the banking and payment sector, different from its siblings: automated teller machines, net banking, point-of-sale banking, etc. This study was conducted to investigate how mobile money services act as a reliable driver of digital financial inclusion and to determine the role of mobile money agents in the transformation from the traditional services to mobile money services. This paper presents a conceptual model based on the stimulus-organism-response para…

Would you mind your language, please? : Consumer Incivility on Social Media Platforms

Consumer incivility on social media platforms has recently gained the attention of academic researchers. However, few studies have presented the role that consumer incivility plays in forming social media perspectives (e.g. experiencing uncivil comments or rude replies on Facebook, Twitter and Instagram). Using the stimulus-organism-response theory, this study investigated the impacts of consumer incivility on social media brand representatives’ efforts to deal with it, social media brand community participation and social media brand trust. The study also investigated the influence of social media brand representatives’ efforts to deal with consumer incivility on social media brand communi…

Identifying Critical Determinants of ‘Digital Customer Services’ Usage – An Exploratory Study

Digital technology has reinvented retail business as well as commerce. This study aims to examine consumers’ perception and usage of digital customer services (DCS) and investigate three significant post-adoption and marketing consequences: simplicity, awareness, and usefulness. Using a purposeful sampling technique, 10 semi-structured, in-depth interviews were conducted with banking customers in Finland in January 2019. The research findings suggest that simplicity regarding DCS occupies a key position in their prolonged use, while awareness and usability are also important. This study offers some valuable theoretical and managerial implications and suggests an agenda for future research. …

Implications of the COVID-19 pandemic on market orientation in retail banking

AbstractThis qualitative study examines the implications of the COVID-19 pandemic on the implementation of market orientation (MO) in the context of retail banking. The findings show that MO was significantly reflected in the behaviors of banks upon encountering the COVID-19 situation, with the banks increasing their MO in response to the crisis. This study finds subcategories based on the empirical data that explain the implementation of MO in more detail. Overall, the findings provide valuable conceptual and managerial insights into the modus operandi of banks during a crisis and offer new best practices for the banking industry.

Exploring the nexus between financial sector reforms and the emergence of digital banking culture – Evidences from a developing country

Several financial and banking sector reform programs were instituted in different countries over the last three decades. The underlining purpose of these reforms was largely to improve banking sector supervision and regulation, introduce bank privatization mechanism, introduce clearance and settlement systems, infuse competition and to stimulate financial innovation. The objectives of this study are to 1) review the relevant published literature and market survey reports on the financial & banking sector reforms undertaken in Pakistan and elsewhere, 2) analyze how these reform programs develop digital banking culture and increase financial inclusion in the country and 3) guide future resear…

On Some Misconceptions Concerning Digital Banking and Alternative Delivery Channels

A great deal of conceptual confusion surrounds the notions of digital banking and innovative alternative delivery channels that support banking and other financial transactions globally. The authors contend that the concepts of digital banking and associated delivery channels are ambiguous and restrictive; their usability has been undermined and their purpose and objective have, to a large extent, been misunderstood. Against this backdrop, the authors offer an inclusive definition of digital banking and delivery channels and provide logical explanations of these terms that can benefit scholars, the telecommunication sector, the banking industry, policy makers, and service providers (in term…

The Use of Mobile Payment Systems in Post-COVID-19 Economic Recovery : Primary Research on an Emerging Market for Experience Goods

This study investigated whether mobile payment services could drive post-COVID-19 pandemic recovery in the ‘experience goods’ sector (e.g., tourism) utilising Bandura’s self-efficacy or social cognitive theory. It explored the factors influencing the intention to continue using mobile payment services and the intention to recommend these to others. An empirical survey was conducted to assess the study variables, and the data obtained therefrom were analysed using the industry-standard Cross-Industry Standard Process for Data Mining method. The study results suggest that personal innovativeness and perceived trust influence consumers’ intention to continue using mobil…

How Relevant Are Risk Perceptions, Effort, and Performance Expectancy in Mobile Banking Adoption?

This article provides a comprehensive overview of the adoption process using evidence from m-banking adoption in Pakistan. A survey design was used and 189 responses were received from across Pakistan and analyzed using Smart PLS application. Findings suggest that research on the effect of risk in the adoption process remains inconclusive. Contrarily, consumers have overcome many fears due to the usefulness, indispensability, high security features, and effort expended in the use of financial services delivered through m-banking. Perceived risk's (PR) direct influence was found to be generally weak. However, PR plays a major role in the pre-adoption process because it's weak and direct inhi…

Drivers and outcomes of consumer engagement : Insights from mobile money usage in Ghana

Purpose The purpose of this paper is to examine the drivers of consumer engagement and its consequences via the experiences of mobile money services’ users in Ghana and to discuss its implications for the society, financial service innovation, delivery and operations. Design/methodology/approach A pre-tested survey instrument was used with a sample of 595 mobile money services users in Ghana. SmartPLS application was used to analyze the data and report findings. Findings The study shows that perceived risk, consumer empowerment, subjective norm, performance expectancy and effort expectancy influence the affect component of consumer engagement and explain around half of its variance. The ef…

Consumption values and mobile banking services : understanding the urban-rural dichotomy in a developing economy

PurposeThis study develops a theoretical model of consumption values regarding the technology adoption of mobile banking (m-banking) services, with the financial service sector as the empirical context. This study aims to evaluate whether consumption values influence trust and intention. Furthermore, the authors explore how the consumer type (i.e. urban vs rural) differs in consumption values regarding adopting m-banking services.Design/methodology/approachThe data for this study were gathered from 246 responses collected from individuals living in a country with a developing market, using a survey instrument. The six study hypotheses were tested using partial least squares structural equat…

Social network brand visibility (SNBV) : Conceptualization and empirical evidence

Social media has become a new way of life that allows for real-time interaction among businesses (B2B) and consumers (P2P/C2C) as well as between business firms and consumers (B2C). Customers are increasingly accessing and using social networking sites (SNS), making it imperative for businesses and organizations to have a presence on these platforms to enhance visibility. The main purpose of this chapter is to provoke an agenda on the study of social network brand visibility (SNBV). We developed and proposed a definition of SNBV and report findings from a preliminary study. We further discuss implications for theory, research, and practice as well as the limitations and options for future r…

Continuous mobile banking usage and relationship commitment – A multi-country assessment

Although conducting banking transactions via mobile phones, smart phones and tablets has become popular in many countries, major gaps exist in our understanding of those who use this technology, particularly how experienced users perceive mobile banking. Drawing from the literature on mobile banking adoption, continuous usage behavior and post-adoption of technology behavior, the authors shed light on the nature of experienced mobile banking users’ relationship commitment (RC) with their bank and personal finances. The study reveals changes in commitment and shows that mobile banking offers substantial added value to users. Overall, this research will help managers better understand the imp…

Mobile Banking and Payment System : A Conceptual Standpoint

This study conceptualizes and proposes a well-regulated and designated mobile banking and payment system (MBPS) with the potential to strengthen the banking system, foster the regulatory framework, and to be integrated across various platforms and mobile devices. Unlike other mobile payment systems that lack convenience, scalability, and usability, the proposed MBPS contains several important functionalities and it has the potential to bring together hitherto unconnected industries—banking, Fintech and telecoms—to offer value-added services to their existing and potential customers. The ownership of the MBPS shall remain with the financial services sector including the banking and microfina…

Examining key drivers of consumer experience with (non-financial) digital services—An exploratory study

Abstract Recent advancements in the field of mobile information systems have transformed the consumer lifestyle as well as have changed the digital service landscape globally. This exploratory study identifies and describe key marketing drivers of consumer experience with non-financial transactions available on mobile banking apps. Data were gathered using semi-structured in-depth interviews from 12 respondents in Finland during March and April 2019. The qualitative analysis of the interview transcripts revealed three emerging themes i.e. the mobile banking app experiences and sustained usage of mobile banking apps are largely affected by consumers’ level of knowledge (consumer awareness), …

Application of business process management methods in higher education institutes

The purpose of the research is to examine the business processes management practices taking place in higher education institutions concerning research and development, management of international relations, and make recommendations for improving the methods relating to business processes management in higher education institutions. Methodology. This research is based on general scientific methods and tools, including statistical analysis, comparison, and survey. In total, 31 faculty and staff members of the university in Kazakhstan participated in the study. The data collected were unified and presented in the article. Originality / value of the research. Understanding the opinion of the f…

Advances in mobile financial services: a review of the literature and future research directions

PurposeUsing the theory, construct, method, moderator (TCMM) format, this framework-based review critically analyses the mobile financial services (MFSs) field through a detailed synthesis and analysis of a sample of mainstream empirical research published in various scientific journals within the period 2009–2020.Design/methodology/approachThe authors followed a three-step structured approach suggested by Webster and Watson (2002) to search for the literature to synthesise the global perspectives on MFSs and their associated applications and systems. The literature research resulted in the identification of 115 most relevant articles.FindingsThe authors identified three major categories or…

Toward the Development of a Revised Technology Acceptance Model

Developing doctoral students' / researchers’ understanding of the journal peer-review process

Abstract A growing body of knowledge has confirmed that the journal peer-review process is an integral part of the scientific publication process and provides demonstrable benefits to journal editors and authors. This study aims to develop doctoral students' understanding of the journal peer-review process and highlight the most common errors and pitfalls reviewers identify in novice authors’ manuscripts, which could lead to rejection. A qualitative content analysis research method was used to analyse the primary data as experience collected from senior researchers, editors and associate editors. Among the major contributions of this study is an interactive diagram that provides an overview…

Information, Communications and Media Technologies for Sustainability: Constructing Data-Driven Policy Narratives

This paper introduces the idea of data-driven narratives to examine how the use of information, communications, and media technologies (ICMTs) impacts the sustainable growth of economies. While ICMTs have regularly been advocated as a policy tool for growth and development, there is a research gap in empirical studies validating how such policies may be effective. This analysis is based on historical panel data from 39 economies across the developed North (19) and developing South (20). The industry-standard Cross-Industry Standard Process for Data Mining (CRISP-DM) methodology was applied to construct narratives that weave extant theories with empirical data. The art of developing data-dri…

Digital innovation & enterprise in the sharing economy: An action research agenda

Abstract In this digital era, Digital Innovation & Enterprise have emerged as a possible prescription in the sharing economy. Scholars have noted that digital innovation is transforming the technological landscape, entrepreneurial practices, and the behaviours, attitudes, and beliefs of consumers across the globe. This research note serves three purposes. First, it introduces digital innovation and enterprise as a fruitful area of research in the sharing economy. Second, it extends the agenda set by Yoo, Henfridsson, and Lyytinen (2010) on “new organising logics of Digital Innovation” to propose contemporary research questions for scholarly collaboration. Third, it attempts to move forward …

Digital innovation & enterprise in the sharing economy : an action research agenda

In this digital era, Digital Innovation & Enterprise have emerged as a possible prescription in the sharing economy. Scholars have noted that digital innovation is transforming the technological landscape, entrepreneurial practices, and the behaviours, attitudes, and beliefs of consumers across the globe. This research note serves three purposes. First, it introduces digital innovation and enterprise as a fruitful area of research in the sharing economy. Second, it extends the agenda set by Yoo, Henfridsson, and Lyytinen (2010) on “new organising logics of Digital Innovation” to propose contemporary research questions for scholarly collaboration. Third, it attempts to move forward research …

Mobile financial services : Introduction, definition, and conceptualization

Incumbent business models in banking and payment are continuously challenged by new competition and evolving consumer expectations as banking and payment landscape have increasingly moved digital and mobile. Mobile financial services (MFS) and related technologies encompass a broad range of digital (including mobile) devices, channels, and financial transactions that consumers execute on their mobile phones or tablets. This chapter conceptualizes the term ‘MFS’ and investigates what constitutes the field of MFS. The chapter seeks to answer the following research questions: What is the mobile financial services landscape? What are MFS and how they have been conceptualized in the marketing an…

How is the use of mobile money services transforming lives in Ghana?

Mobile money (MM) is considered a revolutionary phenomenon in the developing world and relies on basic mobile handsets capable of voice and SMS or text. This chapter assesses the potential of mobile phones as a delivery mechanism for financial services in Ghana. Based on the sample of 595 responses collected during the months of September and October, 2016, we investigated various consequences that influence the consumer decision-making process and continuous usage within the mainstream MM or micro-financial services. In total, six hypotheses were developed and tested. The results provided support for all the hypotheses. The key takeaway from this chapter is that MM service agent credibilit…

The effects of mobile banking application user satisfaction and system usage on bank-customer relationships

This study examines mobile banking (m-banking) application usage in Finland by linking it with customer-bank relationship development. Specifically, we examine how usage is related to relationship commitment, overall satisfaction, intention to recommend the bank and future intentions to remain with the bank. A survey was used to collect data from experienced mbanking application users. In total, 273 valid responses were received. The results support the hypotheses and reveal that user satisfaction with m-banking application usage has a strong positive association with usage of m-banking applications. Usage, in turn, was positively related to all examined bank-customer relationship related v…

How perceived value drives the use of mobile financial services apps

Mobile information services have revolutionized business models and service delivery methods by facilitating consumer access to information and order placement via mobile apps. In developed markets, mobile banking (m-banking) and mobile payment (m-payment) applications have replaced text-based mobile services. However, extant research has not addressed these mobile financial services apps (MFSAs) adequately from the perspective of consumer behavior. Thus, the present study developed and tested a series of hypotheses related to the antecedents of perceived value of MFSA use; it also examined how such use affects the development of customers’ overall relationships with banks. Our hypotheses w…

Making the most of information technology & systems usage: A literature review, framework and future research agenda

Literature review on information technology & systems (IT/S) from January 2000 to December 2014.Total 152 relevant articles were found and classified into four main domains.Literature on IT/S continuous usage lacks a clear roadmap and agenda.Most research conducted in East Asia and North America.Technology acceptance model (TAM) the most used theory. This detailed literature review has considered a relatively large quantity (152 total) of scholarly empirical publications, conference proceedings, books and popular market reports published over the last 15years, i.e., from January 2000 to December 2014, in the field of human continuous usage behavior and in the context of information technolo…

Examining key drivers of consumer experience with (non-financial) digital services : An exploratory study

Recent advancements in the field of mobile information systems have transformed the consumer lifestyle as well as have changed the digital service landscape globally. This exploratory study identifies and describe key marketing drivers of consumer experience with non-financial transactions available on mobile banking apps. Data were gathered using semi-structured in-depth interviews from 12 respondents in Finland during March and April 2019. The qualitative analysis of the interview transcripts revealed three emerging themes i.e. the mobile banking app experiences and sustained usage of mobile banking apps are largely affected by consumers’ level of knowledge (consumer awareness), usefulnes…

Mobile banking adoption: A literature review

Electronic commerce (e-commerce) continues to have a profound impact on the global business environment, but technologies and applications also have begun to focus more on mobile computing, the wireless Web, and mobile commerce. Against this backdrop, mobile banking (m-banking) has emerged as an important distribution channel, with considerable research devoted to its adoption. However, this research stream has lacked a clear roadmap or agenda. Therefore, the present article analyzes and synthesizes existing studies of m-banking adoption and maps the major theories that researchers have used to predict consumer intentions to adopt it. The findings indicate that the m-banking adoption litera…

UML Artefacts for a Blockchain-enabled Platform for Fairtrade

Fairtrade-certified products have successfully entered the mainstream distribution channels mostly in developed countries, and these products are now sold in famous supermarket chains. Nonetheless, the packaging and labeling of products as “Fairtrade” commands premium pricing in the marketplace. How much of this, however, is valid and justified? Despite the reputable certification mechanisms for quality assurance, mass media reports suggest that much of the “surplus value” goes to the accreditation agencies themselves instead of the producers. This article proposes an agenda to set this right with a blockchain platform that provides “trust-free” assurances of verifiable labeling. Using an A…

Consumers' perceptions of mobile banking continuous usage in Finland and South Africa

This study examines continuous usage behaviour related to mobile banking (m-banking) among consumers living in Finland (FI) and South Africa (ZA). The study investigates three post-adoption behavioural consequences - namely, trust, satisfaction and word of mouth. Using purposeful sampling techniques, we found that trust plays a significant role in promoting continuous usage of m-banking. In general, the respondents reported high levels of trust in m-banking technology and were satisfied with the m-banking application and services. In addition, convenience, user friendliness and speed emerged as the main sub-topics related to satisfaction. In most cases, the convenience of using m-banking do…

Factors inhibiting the adoption intention of digital payment platforms

The aim of this study was to investigate how specific functional and psychological barriers can lead people to negatively perceive the value of mobile payment platforms, which could serve as an obstacle to their intention to adopt or continue using such platform. Unlike the plethora of studies that have examined the adoption of digital technologies, systems, and applications, in this study, we investigated the consumers’ resistance to digital payment platforms and the other barriers to the consumers’ adoption of such. The data were collected from Spain using a survey instrument. A total of 217 usable responses were collected and analyzed using the SmartPLS application. Our major findings su…

What drives customer satisfaction and well-being in ridesharing? : A developing country perspective

This study examines ridesharing services from the customer perspective in a developing country context and investigates two significant post-adoption and marketing consequences: satisfaction and well-being. Using a purposeful sampling technique, six semi-structured in-depth interviews were conducted in Sindh province, Pakistan. Among the major findings are that customers’ awareness of the services and how to use the mobile application, convenience of use, high perceived value, the quality of information available in the ridesharing mobile app, real-time location services, and an effective complaint resolution mechanism promote customer satisfaction and well-being. This study includes implic…

Customers' perceived risk and trust in using mobile money services-an empirical study of Ghana

Copyright © 2019, IGI Global. Although mobile money (MM) has been explored in the existing literature, the roles of trust and risk in MM use have received little attention from researchers. Furthermore, many of the existing studies have treated these constructs as unidimensional. The extant literature also shows that perceived risk has received little attention from researchers who have conducted studies on MM. Thus, the objective of this study is to examine the roles of trust and perceived risk in customers' intent to adopt MM services in Ghana. Both trust and perceived risk were broken down into various dimensions. The study involved 671 respondents who were selected via an intercept appr…

The antecedents and outcomes of online consumer brand experience

Websites are a remarkable cyber asset and a vital part of companies’ marketing communications and sales operations. This chapter discusses how online Consumer Brand Experience is created and affected by website qualities. We develop and test a research model concerning the antecedents and outcomes of Consumer Brand Experience with a sample of 202 respondents in Finland. The findings suggest that website appearance quality dimensions have a significant effect on evoking Consumer Brand Experience, whereas the technical quality dimension does not. Brand trust, electronic Word-of-Mouth intentions, and behavioural intentions are identified as outcomes of consumer brand experiences evoked by webs…

Consumer engagement and behavioral intention toward continuous use of innovative mobile banking applications - A case study of Finland

This study tests the effects of users’ self-congruence and personal innovativeness on consumer engagement in the context of mobile banking (m-banking) and mobile payment (m-payment) applications. In addition, it examines the effects of engagement and perceived risk on continuous usage intention. We test our hypotheses with two convenience samples of users of m-banking and m-payment applications (total N=1516) using partial least squares structural equation modeling. The results show that a) selfcongruence positively influences all three types of consumer engagement, b) personal innovativeness has a small effect on cognitive processing and affection, c) affection and activation have a positi…

“Your ride has arrived” – Exploring the nexus between subjective well-being, socio-cultural beliefs, COVID-19, and the sharing economy

This study aimed to identify and explain different facets of the sharing economy and to differentiate between micro- and macro-mobility services. We also aimed to examine the correlation between the sharing economy and subjective well-being, cultural beliefs, and COVID-19. An exploratory research technique with face-to-face semi-structured interviews was used to collect data from a sample of 22 rideshare app users in a developing country between January and May 2020 and in July 2020. The data were analyzed using the NVivo 12 application. The major findings suggest that, considering their scope and use, sharing economy technology and services can be divided into four major domains: (1) hospi…

Social Network Banking : A Case Study of 100 Leading Global Banks

Social media is widely recognized as a challenging new communication technology in both economic and social contexts. The present article explores how banks have exploited this technology in the range of consumer retail banking services offered by 100 leading global banks on the three major social networking sites (SNS): Facebook, Twitter, and YouTube. Viewing social network (SN) banking as a separate delivery channel and offering a working definition of SN banking, the article shows that banks have been more cautious than other businesses in using SNS. The available services are classified on nine main dimensions: marketing, financial education and advice, information support, customer sup…

With great power comes great responsibilities – Examining platform-based mechanisms and institutional trust in rideshare services

From the perspective of female passengers, much remains unknown about institutional or platform trust and the sharing economy. The present study was conducted in an emerging economy context to comprehend the significance of institutional trust. The study aimed to develop a dynamic theoretical model incorporating the perceived effectiveness of platform-based institutional structures (PEPIS) as a dependent variable in sharing economy platforms, examine the antecedents of PEPIS and determine how PEPIS affects female passengers' trust in the institution or platform. Different strata of female passengers were targeted using a quota-cum-purposive sampling method. In total, 413 useable responses t…

Customers' Perceived Risk and Trust in Using Mobile Money Services—an Empirical Study of Ghana

Although mobile money (MM) has been explored in the existing literature, the roles of trust and risk in MM use have received little attention from researchers. Furthermore, many of the existing studies have treated these constructs as unidimensional. The extant literature also shows that perceived risk has received little attention from researchers who have conducted studies on MM. Thus, the objective of this study is to examine the roles of trust and perceived risk in customers' intent to adopt MM services in Ghana. Both trust and perceived risk were broken down into various dimensions. The study involved 671 respondents who were selected via an intercept approach and an online survey. Str…