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

Shaikh, Aijaz A.; Karjaluoto, Heikki; Chinje, Nathalie Beatrice

doi:10.1057/fsm.2015.14

Cited by 41 publications

(33 citation statements)

References 56 publications

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“…Users have some experience with the information systems in the post-acceptance period, so PEOU's influence is not much (Wang, 2014). For PR, this study is consistent with previous results as it confirms the negative effect of PR on perceived values (Karjaluoto et al, 2019;Shaikh et al, 2015;Yu et al, 2017). However, PR only affects FV and EV and has no significance in affecting SV.…”

Section: Discussionsupporting

confidence: 89%

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A study of user’s m-wallet usage behavior: The role of long-term orientation and perceived value

Hiền

2021

Cogent Business & Management

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Understanding which factors are important to consumers when deciding to use a mobile wallet and how these factors influence users' commitment and recommendation is important because the demand for cashless transactions has increased worldwide in recent years, especially developing countries like Vietnam. This study develops a research model and tests hypotheses related to the antecendents (personal innovativeness, perceived risk, perceived ease of use and longterm orientation) and the outcomes (commitment and recommendation) of perceived value. The technology acceptance model (TAM), the diffusion of innovation theory (DOI), the theory of perceived risk (TPB) and the perceived value model (PERVAL) were used to build the research model. With a sample of 320 consumers using mobile wallets in Vietnam, a Structural Equation Model (SEM) was used to test the hypotheses. The findings show that personal innovativeness, perceived risk, perceived ease of use and long-term orientation are the factors that significantly influence the perceived value of mobile wallet users. Also, the findings show that perceived value has positive impacts on user's commitment and recommendation to use a m-wallet. The study supports m-wallet service providers to understand how to increase mobile wallet user's commitment and recommendation to others.

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Section: Discussionsupporting

confidence: 89%

“…PI is derived from DOI Theory (Rogers, 1962). It is one of the most influential theories in the information system industry and has been widely used to investigate the factors influencing a person's decision in adopting a new technology or an innovation.…”

Section: Personal Innovativeness (Pi)mentioning

confidence: 99%

A study of user’s m-wallet usage behavior: The role of long-term orientation and perceived value

Hiền

2021

Cogent Business & Management

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“…Shaikh & Karjaluoto, 2015; Aijaz A. Shaikh, Karjaluoto, & Chinje, 2015b;Zhang et al, 2018) spreading throughout both developed and developing world (Safeena, Rahmath;Date, Hema;Kammani, Abdullaj;Hundewale, 2012;Tran & Corner, 2016). The number of people relying on mobile devices for banking services is increasing as compare to that of services at the physical banks (Srivastava, 2013).…”

Section: Introductionmentioning

confidence: 99%

Factors Affecting Continuous Usage Intention of Mobile Banking in Tema and Kumasi

Avornyo¹,

Fang²,

Odai³

et al. 2019

IJBSS

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This paper examines the antecedents of continuous usage intention of Mobile Banking of customers of banks in Tema and Kumasi, Ghana. In addition, the study ascertains whether antecedents of IS acceptance and those of IS continuous usage intention can coexist to jointly predict continuous usage of Mobile Banking. The study further enhances the understanding of personality traits as antecedents of continuous usage intention of Mobile Banking. A research model is designed and developed by integrating some dimensions of TAM and ECM and two personality traits namely, Perceived Enjoyment and Perceived Innovativeness. Data was collected from 295Mobile Banking users of banks based in Tema and Kumasi. Structural Equation Modeling technique was used to test and assess the validity of the hypothesized relationships in the model. The results indicate that Satisfaction, Perceived Enjoyment and Perceived Usefulness positively predict customers' Continuous Usage Intention of Mobile Banking. However, Perceived Ease of Use and Personal Innovativeness did not have significant effect on Mobile Banking Continuous Usage Intention. Premised on these findings, this study suggests that banks need to improve Mobile Banking to ensure users can enjoy and have good experience in the course of performing task related to banking services. Furthermore, the paper recommends future studies to separate antecedents of acceptance from antecedents of continuous usage intention in investigating factors that influence Mobile Banking Continuous Usage Intention.

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“…For example, continuous usage has been investigated in the context of m-banking (Shaikh et al, 2015), mobile broadband (Kongaut and Bohlin, 2016), and mobile social apps (Hsiao et al, 2016). Research has long emphasized the need to investigate m-banking continuous usage (Shaikh et al, 2015). Moreover, in the context of m-banking and m-payments, a direct relationship between cognitive processing and continuous usage intention has been examined by Hepola et al (2016).…”

Section: Effects Of Cognitive Processing On Advocacy Intention and Comentioning

confidence: 99%

Drivers and outcomes of consumer engagement

Glavee-Geo

Shaikh

Karjaluoto

et al. 2019

IJBM

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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 effect of perceived risk on consumer engagement was counterintuitive. Perceived risk was significant and positive for cognitive processing, whereas the effect was significant but negative for affect. The authors found support for the positive effect of cognitive processing on advocacy intention but no support for its effect on continuous usage. By contrast, affect strongly influenced both advocacy intention and continuous usage of mobile money services. Practical implications The authors highlight the implications of mobile money services to business and marketing/service managers, policy makers, non-banking entities (such as telecoms and financial technology firms) and to the society in general. The authors provide important insights into how service providers can manage consumer engagement process and formulate marketing strategies to target and promote this simple, but innovative service to consumers. Moreover, the authors discuss the societal implications of the study in Ghana, a developing country. The authors recommend several options for future studies in order to stimulate the research agenda on mobile financial services in general. Originality/value The present study shows that although mobile money was initially introduced to help consumers who hitherto have no access to formal banking services, this form of banking has become increasingly popular among various consumer segments as its usage and adoption has increased multifold largely in emerging and developing countries. The main contribution of this study is the development and testing of the “mobile money customer engagement model.” Moreover, this study shows the key factors that influence the engagement process and the effects of these factors as analyzed within the context of a developing country.

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

Cited by 41 publications

References 56 publications

A study of user’s m-wallet usage behavior: The role of long-term orientation and perceived value

A study of user’s m-wallet usage behavior: The role of long-term orientation and perceived value

Factors Affecting Continuous Usage Intention of Mobile Banking in Tema and Kumasi

Drivers and outcomes of consumer engagement

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