Effects of Utilitarian and Hedonic Emotion on the Use of Online Banking Services

Abstract

The online banking service is the key element for the development of e-commerce and e-businesses. It provides users with convenient daily transaction services, such as wire transfer and online payment. Past studies on online banking services mostly focused on their functionality, whereas little pay attention to users’ hedonic feelings or a sense of pleasure. Besides, discussions about post-adoption behavior are also immature. Thus, this study aims to explore the impacts of customers' positive or negative experience of using online banking services on consumers' emotions. Furthermore, a discussion of post-adoption behaviors, including recommendations, complaints, and continuance intention is also provided. The result shows that positive user experience will have a significantly positive impact on the generation of utilitarian emotion. As for the sense of utilitarian emotion, users concern more about whether their goal could be achieved successfully via their operations or not, such as completing wire transfer transactions in the online banking environment.

Emotional mechanics of gamification and value co-creation: the digital platform Nike+ as a B2B2C ecosystem

“…In line with the findings of Hung et al (2021), this study confirms that utilitarian emotions are aroused as a result of a company’s ability to allow its users to achieve their aims when using the platform. In other words, utilitarian emotions encourage users to participate in the co-creation of value thanks to the ease of access.…”

“…Access is therefore necessary to initiate co-creation. This conclusion confirms the suggestions in the literature that utilitarian products should be accessible at any time and place through multiple channels (Liao and Cheung, 2002) and that service design should contemplate ease of use, operational interaction, navigation and download speed (Elradi et al , 2017; Hung et al , 2021).…”

Exploring investors' willingness to use robo-advisors: mediating role of emotional response

“…Prior research indicates that behavioral intention may not always accurately predict the actual use (Chang et al, 2021c;Laukkanen, 2016), which may also depend on other influencing factors such as trust and risk perception (Arruda Filho et al, 2022). Besides, several other critical motivational factors also impact the successful adoption of technologies, particularly for fintech platforms (Hanafizadeh et al, 2014a, b), for instance, users' emotions (Chen et al, 2022;Du et al, 2022;Hung et al, 2021). Therefore, it is necessary to propose a comprehensive model based on users' perceptions, emotions and behavioral intentions to better explain the essential motivation of robo-advisors adoption by users.…”

Understanding the adoption context of China’s digital currency electronic payment

“…The integration of wireless communication, smartphones, and banking systems has created a digital payment ecosystem that is gradually replacing traditional cash payments. With technological advances, cash transactions have gradually evolved into noncash payments and governments worldwide are increasingly promoting digital payments, particularly in emerging economies (Gupta et al 2020 ; Hung et al 2021 ; Lonkani et al 2020 ; Malaquias et al 2021 ; Omigie et al 2020 ; Wamba et al 2021 ). Meanwhile, private digital currencies—such as Bitcoin and Libra, the super-sovereign digital currency issued by Facebook—have emerged consecutively, attracting widespread attention from central banks and all sectors of society.…”