6533b860fe1ef96bd12c3a8d
RESEARCH PRODUCT
Consumers' perceptions of mobile banking continuous usage in Finland and South Africa
Aijaz A. ShaikhNathalie Beatrice ChinjeKarjaluoto Heikkisubject
Customer retentionComputer Networks and Communicationsmedia_common.quotation_subjectmature marketWord of mouthm-bankingUser friendlinessSouth AfricaManagement of Technology and InnovationPerceptionmobile bankingMarketingword of mouthEmerging marketsta512Finlandmedia_commonMobile bankingelectronic financee-financesatisfactionAdvertisingtrustComputer Science ApplicationsPurposeful samplingluottamusemerging marketCustomer satisfactionBusinessFinancedescription
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 dominated the recommendation criteria. However, users, especially those in ZA, generally do not promote m-banking services to others. This study shows that for the majority of users, m-banking usage is related to increased satisfaction with the bank, implying that m-banking services should be a vital part of banks' strategy to retain customers. peerReviewed
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2015-01-01 | International Journal of Electronic Finance |