Determining mobile money service customer satisfaction and continuance usage through service quality

Twum, Kojo Kakra; Kosiba, John Paul; Hinson, Robert Ebo; Gabrah, Antoinette Yaa Benewaa; Assabil, Ebenezer Nyarko

doi:10.1057/s41264-021-00138-5

Cited by 14 publications

(15 citation statements)

References 76 publications

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“…However, other studies have not applied ANN to predict CI or explain CI (e.g. Baranova et al, 2022;Sreelakshmi and Prathap, 2020;Twum et al, 2023). The utilization of ANN in this study has significantly bolstered its findings.…”

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confidence: 72%

“…The current issue and full text archive of this journal is available on Emerald Insight at: https://www.emerald.com/insight/0265-2323.htm growth of mobile banking users, the adoption of mobile banking has remained the center of attraction for researchers (e.g. Khan et al, 2021;Pokhrel, 2022;Rahi et al, 2022;Twum et al, 2023). Thus, this paper deems to investigate mobile banking adoption intention in the context of Nepal.…”

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confidence: 99%

“…Researchers have reported that SAT has a significant positive influence on CI (e.g. Baranova et al, 2022;Rahi et al, 2022;Twum et al, 2023). Also, service quality is reported as the predictor of continuance intention of mobile banking adoption (e.g.…”

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confidence: 99%

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Mobile banking service quality and continuance intention: mediating role of satisfaction: a two-stage structural equation modeling-artificial neural network approach

Pokhrel,

K.C.

2023

IJBM

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PurposeThe purpose of this paper is to investigate the mediating role of satisfaction (SAT) in relation to mobile banking service quality (MB-SQ) and continuance intention (CI) among Nepali mobile banking users.Design/methodology/approachThe paper adopted a quantitative approach and cross-sectional survey research design. Data were collected with structured questionnaires from 326 mobile banking users. A partial least squares structural equation modeling (PLS-SEM) and artificial neuro network (ANN) approach were applied to examine hypotheses.FindingsResults confirm a significant positive influence of MB-SQ on SAT and CI of mobile banking adoption. Moreover, MB-SQ partially mediates the relationship between SAT and CI of mobile banking adoption.Research limitations/implicationsBased on the findings of this research, theoretically, this paper attempted to investigate the mediating role of MB-SQ in the CI of mobile banking, and managerially, mobile banking service providers could have insights on designing mobile banking service marketing strategy.Originality/valueThis paper is among the earliest studies to investigate the role of MB-SQ as a higher-order reflective-reflective construct on CI. Moreover, the endogeneity issue has been tested, and ANN has been applied to investigate the predictive relevance of SAT and MB-SQ on CI of mobile banking users. Furthermore, the authors have delved into the ongoing discourse surrounding Generation Y and Generation Z, exploring their implications on CI within the realm of mobile service quality. It provides a critical juncture for understanding continuance intention in the mobile service quality context.

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confidence: 72%

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confidence: 99%

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Mobile banking service quality and continuance intention: mediating role of satisfaction: a two-stage structural equation modeling-artificial neural network approach

Pokhrel,

K.C.

2023

IJBM

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“…As a result, the actual usage of m-banking services is driven by satisfaction, trust and intention to use (Sharma and Sharma, 2019), which further result in brand attachment and WOM (Rajaobelina et al , 2021). Twum et al (2022) found that the availability of services, facilities and security influence customer satisfaction among African customers for mobile banking services. Service quality, system quality, trust and Covid-19 positively affect the use mobile banking apps.…”

Section: Review Of the Research Streams In The Bsq Literaturementioning

confidence: 99%

Banking service quality literature: a bibliometric review and future research agenda

Patel

Siddiqui

2023

QRFM

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Purpose The purpose of this paper is to perform a meta-bibliometric analysis of the banking service quality and to provide various research streams. Another goal is to provide future research questions to explore these areas in more detail. Design/methodology/approach The authors used three major academic databases (Scopus, ProQuest and EBSCO) from 1980–2021 and found 226 papers, where they performed the meta-bibliometric analysis by performing co-citation analysis, co-authorship analysis, cartographic analysis and content analysis. Findings The SERVQUAL model is the most used conceptual framework and model to study banking service quality. Structural equation modeling (SEM), followed by partial least squares SEM, is a majorly used method. There are three research streams in the literature: retail banking service quality, internet banking service quality and mobile banking service quality. Retail banking is the most studied stream, whereas mobile banking is the least studied stream. The study on banking service quality was initially conducted in developed markets, and later in emerging markets. All three streams have scope for further exploration, and hence, 44 future research questions have also been proposed. Research limitations/implications This study has implications for bank managers, academicians and future researchers. Originality/value This study is unique in that it examines the meta-bibliometric dimensions of banking service quality and provides directions for future research for academicians and researchers.

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“…Thus, for e-learning institutions to survive in an increasingly competitive e-learning environment, it is clear that they must provide e-learning consumers with high service quality (Pham et al, 2022 ). Moreover, perceived service quality has been proved to have a significate relationship with satisfaction and continuance intention (Gao et al, 2015 ; Achmadi and Siregar, 2021 ; Akdim et al, 2022 ; Twum et al, 2022 ).…”

Section: Theoretical Development and Hypothesesmentioning

confidence: 99%

Chinese Consumers' E-Learning Satisfaction and Continuance Purchase Intention on Paid Online Python Course

et al. 2022

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With the development of internet technology, e-learning has become an essential part of the modern education system. However, the e-learning market faces enormous competition. Consumers' continuance purchase intention has become a vital factor in the success of e-learning courses. Thus, factors that influence consumers' continuance purchase intention should be examined in the e-learning market. However, little research has focused on identifying the continuance purchase intention of an e-learning course. Based on the information system continuity model ISC), this paper develops a research model to investigate the factors influencing satisfaction and continuance purchase intention in e-learning. A cross-sectional, questionnaire-based research design was used in this study. We collected data from consumers who had enrolled in paid online Python courses. In total, 508 paid online Python course users completed the online survey. SmartPLS software was used for data analysis. The results demonstrated that perceived course quality, service quality, convenience, and usefulness significantly affect consumers' satisfaction with the experience course. Moreover, the findings show that satisfaction, self-efficacy, and e-word of mouth (e-WOM) determine the consumers' continuance purchase intention of the reminder course. This study also found that satisfaction mediates the effects of experience courses on consumers' continuance purchase intention of the online Python course. The implications for theory and practice and future research directions are discussed.

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Determining mobile money service customer satisfaction and continuance usage through service quality

Cited by 14 publications

References 76 publications

Mobile banking service quality and continuance intention: mediating role of satisfaction: a two-stage structural equation modeling-artificial neural network approach

Mobile banking service quality and continuance intention: mediating role of satisfaction: a two-stage structural equation modeling-artificial neural network approach

Banking service quality literature: a bibliometric review and future research agenda

Chinese Consumers' E-Learning Satisfaction and Continuance Purchase Intention on Paid Online Python Course

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