Consumer adoption of mobile banking services: An empirical examination of factors according to adoption stages

Abstract

Many seminal studies have explored consumers' attitude and perception to adopt mobile banking as a general and unique service channel. However, no empirical studies have so far addressed consumers' intentions to select mobile banking service delivery channel from behavioral, technological, social, cultural, and organizational perspectives for the three distinct stages like static, interaction, and transaction service. This quantitative study investigates consumers' behavioral intentions to adopt mobile banking at the three distinct service stages. It is designed to examine this behavioral pattern based on the theoretical concept of GAM model. In this regard, an extensive empirical study was conducted among mobile banking service receivers in Bangladesh. The results reveal that driving factors of consumers' behavioral intentions to adopt mobile banking at the static, interaction, and transaction service phases are significantly different, providing important theoretical and practical contributions.

An integrated model for m-banking adoption in Saudi Arabia

“…The steadily growing adoption of m-banking cannot merely be interpreted as being due to the ability of m-banking to provide accessibility to financial services remotely, but also as being due to the unique characteristics of mobiles used in m-banking which support the issue of personal security (Coetzee and Eksteen, 2011;Jahangir and Begum, 2008;Jeong and Yoon, 2013;Shareef et al, 2018). For instance, through using an iPhone, the user can upload a securely protected photo of his/her debit/credit card and use it in financial transactions and payments without the need to hold physical cards anymore (Cellan-Jones, 2016;Kaymaz, 2017;Santander Bank, 2017).…”

Factors affecting Attitudes towards Adoption of Mobile Banking: Users and Non-Users Perspectives

“…Akinci, Aksoy, and Atilgan (2004) findings indicated that males, middle-aged adults, educated persons were users of internet banking. Again, Shareef et al (2018) finding corroborated that middleaged, highly educated, males are predominant users of mobile banking and have more tendency to the adoption of new technology.…”

“…Thus, rational agents seek comparative benefits by comparing alternative services (here in this case as mobile banking instead of other distribution channels) and opportunity costs. In an empirical study, Shareef et al (2018) finding indicates that functional benefit found to be the strongest predictor of user adoption of mobile banking. Shareef et al (2008) defined perceived functional benefit as -the degree to which consumers perceive the overall functional benefits, both absolute and relative-including cost, time, efficiency, and effectiveness of using mobile banking system-instead of using traditional physical office functions‖.…”

“…Relative advantage elicits the consumers perceived comparison for a product in relation with others (Shareef et al, 2018). This involves factors like efficiency, cost, time, and effectiveness of a given product with others.…”

Comparison Analysis between Mobile Banking and Mobile Payment as Determinant Factors of Customer Privacy

“…Customers can, therefore, be more satisfied with the use of the existing service facilities at the bank. For banks, operating costs will also be reduced by the existence of a mobile banking application, as banks do not have to provide the people needed to provide services to customers, but are represented by a mobile banking application [8][9].…”