Exploring factors affecting mobile-banking app adoption: a perspective from adaptive structuration theory

Abstract

PurposeThe study has two aims: first, it aimed to investigate the impact of contextual factors (such as information quality, service quality, system quality, trust in applications (app) and COVID-19 health anxiety) on the intention to use the Mobile Payment (MP) app, and subsequently, the actual use of the app. Second, the aim of this study is whether the COVID-19 threat has a moderating influence on the relationship between customers' intent to use MP app and the actual use of MP app.Design/methodology/approachThe data are collected through an online survey from 341 Mobile Banking (MB) app users from Pakistan to empirically analyze the relationship between service quality, system quality, information quality, trust in the app, COVID-19 health anxiety and COVID-19 threat, intentions to use MB-app and actual use of MB-app.FindingsThe empirical analysis of the data collected from MB-app users from Pakistan shows that service quality, system quality, information quality, trust in the app and COVID-19 health anxiety positively related to intentions to use MB-app, consequently affect the actual use of MB-app. Furthermore, the results demonstrate that the COVID-19 threat positively moderates the relationship between intentions to use MB-app and actual use of MB-app.Originality/valueAlthough, prior research established a positive impact of mobile apps on customer service and consumer satisfaction. Yet, it is not clear which factors influence customers to adopt MB-app. This study contributes to the research on MB-apps based on adaptive structuration theory and examines the technological factors and contextual factors that collectively explain when and how individuals decide to adopt MB-app.

Does User Preference Matter? A Comparative Study on Influencing Factors of User Activity Between Government-Provided and Business-Provided Apps

“…User satisfaction has a positive impact on users’ continued use intention. Ali et al (2022) found that system quality is positively related to users’ intention to use mobile applications, that is, service quality affects users’ actual use of mobile applications. Their research confirms the positive impact of mobile applications on customer service and customer satisfaction.…”

“…Lin (2018) thinks that information disseminators (subject image, serviceability, service consciousness), the WeChat media platform (information utility, content quality, push frequency), noise interference (group interference, interest interference, publicity interference, competition interference), and information recipients (reading quantity, attention quantity, praise quantity, and forwarding quantity) impact promotion effect. Ali et al (2022) found that system quality is positively related to users’ intention to use mobile applications, that is, service quality affects users’ actual use of mobile applications. Their research confirms the positive impact of mobile applications on customer service and customer satisfaction.…”

Editorial: Dark and Bright Side of Social Media in Current Normal

“…This Research Topic enables management, social media, and psychology researchers to explore the impact of social media on the mental health, productivity, and performance of workers, professionals, business people, and students all over the world (Obrenovic et al, 2020 ; Zheng et al, 2020 ; Zhao and Zhou, 2021 ). During COVID-19, various scholars have observed positive aspects of social media use, particularly in developing more sophisticated and user-friendly applications for working from home and improved services in e-banking, e-learning, and e-commerce (Zheng et al, 2020 ; Khan, 2021 ; Ali et al, 2022 ). On the other hand, some scholars have pointed out that excessive use of social media has caused information overload (Liu et al, 2021 ), technostress (Nimrod, 2022 ), and fake news bombardment during COVID-19 (Pennycook et al, 2020 ), negatively impacting people's mental health (Zhao and Zhou, 2021 ).…”

Investigating the Role of Perceived Information Overload on COVID-19 Fear: A Moderation Role of Fake News Related to COVID-19

“…Considering previous studies on social media and COVID-19 (Islam et al, 2020;Masood et al, 2021;Ali et al, 2022), we controlled variables including age, gender, education level, profession, and social media usage frequency to generate more robust results.…”

“…Second, we conducted two CFA tests and compared the fit indices. The results reveal that the hypothesized fivefactor model better fits the data (χ2 = 512.33, df = 281, RMSEA = 0.05, GFI = 0.90, CFI = 0.97, and TLI = 0.96) than the alternative single-factor model in which all constructs were combined into a single factor (χ2 = 3612.72, df = 291, RMSEA = 0.18, GFI = 0.47 CFI = 0.52, and TLI = 0.47) (Ali et al, 2022). Moreover, significant moderating effects also mitigate the possibility of common method bias (Siemsen et al, 2010).…”