Search results for "Mobile banking"
showing 10 items of 25 documents
An adoption model for mobile banking in Ghana
2009
The impact of social and cultural factors on the adoption of technology still requires much research. To investigate it more fully, we examine the reasons for the adoption and non-adoption of mobile banking in Ghana. Through a survey of 271 people in Ghana, it has been found that social and cultural factors in the form of perceived credibility, facilitating conditions, perceived elitisation and demographic factors do play a significant role in adoption decisions. It has been found that elitisation of technology and services can be a positive influence for adopters whilst being a negative influence for non-adopters. In addition, perceived credibility and facilitating conditions also influenc…
Consumers' perceptions of mobile banking continuous usage in Finland and South Africa
2015
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…
Consumption values and mobile banking services : understanding the urban-rural dichotomy in a developing economy
2021
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…
The development of mobile banking services in a large Finnish financial organization
2018
The chapter, based on an ongoing qualitative study, provides answers to the following questions: what are the case organizations’ rationales in developing mobile banking services? how are customer perspectives considered in developing them? and what are the implications of digitalization and m-banking for the bank and the client? Based on the findings, m-banking is seen to allow ubiquitous availability and efficiency of service provision, offering a sound rationale for their development. The flipside is that digital and m-banking services dilute the human interaction, which challenges the rationale of improving the customer experience. The service development follows the software industry m…
The effects of mobile banking application user satisfaction and system usage on bank-customer relationships
2016
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…
Continuous mobile banking usage and relationship commitment – A multi-country assessment
2015
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 consumer behaviour: New insights into the diffusion pattern
2004
Technological advancement has challenged the providers of financial services; the very nature of selling and buying financial services has changed. Mobile devices are among the newest channels to conduct banking electronically. This paper focuses on studying diffusion and adopters of mobile banking services. Previous research has identified the typical characteristics of a potential adopter in the electronic services era; this paper explores some contradictory empirical findings drawn from a mobile banking survey. The results provide an indication of the characteristics of potential subsequent adopters of mobile banking, and of differences between user segments. Consequently, the authors ar…
Examining key drivers of consumer experience with (non-financial) digital services—An exploratory study
2020
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), …
A conjoint analysis of customers' preferences for e-banking channels
2021
Internet has transformed the manner in which banks interact with the customers. The purpose of the paper is to measure customers' preferences towards different channel attributes namely: internet banking, mobile banking and payment portals at a composite level that reflect the relative importance of usage attributes, i.e., payment type, transaction size, motivation to use and rate of urgency. Conjoint analysis was applied to estimate utilities for these attributes and to determine the existence of consumer groups with similar preference profiles. Furthermore, our study shows that the most preferred combination of utilities are customers preference to use payment portal, for 'paying bills' o…
Mobile banking services adoption in Pakistan: are there gender differences?
2017
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…