Extending UTAUT2 in M-banking adoption and actual use behavior: Does WOM communication matter?

Farzin, Milad; Sadeghi, Marzieh; Kharkeshi, Fatemeh Yahyayi; Ruholahpur, Hedyeh; Fattahi, Majid

doi:10.1108/ajeb-10-2020-0085

Cited by 62 publications

(68 citation statements)

References 61 publications

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“…Word of mouth (WoM) is "people communicating informally about specific products or services with others." as stated by [43], quoting several researchers like [63,64]. WoM is becoming more important as social networks are growing.…”

Section: H7: Service Quality (Srq) Positively Influences the Behavior...mentioning

confidence: 99%

“…[41]. PE was studied by [6,43], as well as [15,[44][45][46], in m-banking applications. PE is a factor that influences BI, as the UTAUT suggests.…”

Section: Unified Theory Of Acceptance and Use Of Technology (Utaut)mentioning

confidence: 99%

“…WoM is becoming more important as social networks are growing. The influence of behavioral intention (BI) over word of mouth (WoM) was discussed by [43,65], leading to the development of the following hypothesis:…”

Section: H7: Service Quality (Srq) Positively Influences the Behavior...mentioning

confidence: 99%

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Continued Intention to Use of M-Banking in Jordan by Integrating UTAUT, TPB, TAM and Service Quality with ML

Abu-Taieh

AlHadid

Abu-Tayeh³

et al. 2022

Journal of Open Innovation: Technology, Market, and Complexity

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Mobile banking is a service provided by a bank that allows full remote control of customers’ financial data and transactions with a variety of options to serve their needs. With m-banking, the banks can cut down on operational costs whilst maintaining client satisfaction. This research examined the most crucial factors that could predict the Jordanian customer’s continued intention toward the use of m-banking. Following the proposed model, the research was conducted by using a self-conducted questionnaire and the responses were collected electronically from a convenience sample of 403 Jordanian customers of m-banking through social networks. The suggested model was adapted from the theory of planned behavior (TPB), the unified theory of acceptance and use of technology (UTAUT), and the technology acceptance model (TAM). The research model was further expanded by considering the factors of service quality and moderating factors (age, gender, educational level, and Internet experience). The collected data of customers were analyzed, validated, and verified by using a structural equation modeling (SME) approach including a confirmatory factor analysis (CFA), in addition to machine learning (ML) methods, artificial neural network (ANN), support vector machine (SMO), bagging reduced error pruning tree (RepTree), and random forest. Results showed that effort expectancy, performance expectancy, perceived risk, perceived trust, social influence, and service quality impacted behavioral intention, whereas facilitating conditions did not. Furthermore, behavioral intention impacted upon word of mouth and facilitating conditions (the latter regarding the continued intention to use m-banking), and had the highest coefficient value. Results also confirmed that all moderating factors affect the behavioral intention to continue using m-banking applications.

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Section: H7: Service Quality (Srq) Positively Influences the Behavior...mentioning

confidence: 99%

“…[41]. PE was studied by [6,43], as well as [15,[44][45][46], in m-banking applications. PE is a factor that influences BI, as the UTAUT suggests.…”

Section: Unified Theory Of Acceptance and Use Of Technology (Utaut)mentioning

confidence: 99%

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Continued Intention to Use of M-Banking in Jordan by Integrating UTAUT, TPB, TAM and Service Quality with ML

Abu-Taieh

AlHadid

Abu-Tayeh³

et al. 2022

Journal of Open Innovation: Technology, Market, and Complexity

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“…As a consequence, banking has not been the exception. Banks, as information-intensive enterprises, have Concerning the investigation of the m-banking sector, there have been various research studies which have focused on m-banking services (e.g., [9,10,17,25,40,49,57,58]) aiming at improving the understanding of its acceptance so far, despite the fact that m-banking is still considered to be in the early stages of adoption [57]. However, providing that m-banking apps are quite a recent phenomenon and the newest of the three m-banking methods, studies that focus exclusively on this topic are limited [34].…”

Section: Introductionmentioning

confidence: 99%

A Comparative Study of Users versus Non-Users’ Behavioral Intention towards M-Banking Apps’ Adoption

2022

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The banking sector has been considered as one of the primary adopters of Information and Communications Technologies. Especially during the last years, they have invested a lot into the digital transformation of their business process. Concerning their retail customers, banks realized very early the great potential abilities to provide value added self-services functions via mobile devices, mainly smartphones to them; thus, they have invested a lot into m-banking apps’ functionality. Furthermore, the COVID-19 pandemic has brought out different ways for financial transactions and even more mobile users have taken advantage of m-banking app services. Thus, the purpose of this empirical paper is to investigate the determinants that impact individuals on adopting or not m-banking apps. Specifically, it examines two groups of individuals, users (adopters) and non-users (non-adopters) of m-banking apps, and aims to reveal if there are differences and similarities between the factors that impact them on adopting or not this type of m-banking services. To our knowledge, this is the second scientific attempt where these two groups of individuals have been compared on this topic. The paper proposes a comprehensive conceptual model by extending Venkatech’s et al. (2003) Unified Theory of Acceptance and Use of Technology (UTAUT) with ICT facilitators (i.e., reward and security) and ICT inhibitors (i.e., risk and anxiety), as well as the recommendation factor. However, this study intends to fill the research gap by investigating and proving for the first time the impact of social influence, reward and anxiety factors on behavioral intention, the relationship between risk and anxiety and the impact of behavioral intention on recommendation via the application of Confirmatory Factor Analysis and Structural Equation Modeling (SEM) statistical techniques. The results reveal a number of differences regarding the factors that impact or not these two groups towards m-banking app adoption; thus, it provides new insights regarding m-banking app adoption in a slightly examined scientific field. Thus, the study intends to assist the banking sector in better understanding their customers with the aim to formulate and apply customized m-business strategies and increase not only the adoption of m-banking apps but also the level of their further use.

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“…The higher the individual PE, the higher the utilization of the technology in the individual's daily life. Most of high technology is easy to use and provides faster function than other services (Farzin et al, 2021b).…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

Examining the adoption of mobile banking: Empirical evidence from Indonesian Muslim students

Sudarsono

Kholid

Trisanty

et al. 2022

Banks and Bank Systems

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The shifting trend toward m-banking services has caused competition, as multiple banks compete to convince customers to adopt m-banking services, and so must deliver excellent services. As a result, banks must prioritize meeting client expectations and providing high-quality services to compete. This study aims to examine the factors influencing Muslim students’ intentions to use mobile banking (m-banking) in Islamic banks (IB), conventional banks (CB), and conventional Islamic banks in Indonesia (ICB). The study sample consisted of 315 Muslim students who use m-banking in Islamic banks, 369 Muslim students who use conventional banks, and 207 Muslim students who use conventional Islamic banks. The partial least square (PLS) method was used to evaluate the unified theory of acceptance and the use of technology (UTAUT) on Muslim students’ intention in using m-banking. Based on the value of the coefficient of determinant (R2), the UTAUT model in this study is classified as a moderate model. This study reveals that facilitating conditions (FC), habit (HA) and performance expectancy (PE) affect Muslim students’ intentions to use m-banking at Islamic and conventional banks. Meanwhile, the intentions of Muslim students who use m-banking in conventional Islamic banks is influenced by effort expectancy (EE), FC, HA and PE. Surprisingly, social influence (SI) has no effect on Muslim students’ intentions to use mobile banking at Islamic, conventional, and Islamic conventional banks.

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Extending UTAUT2 in M-banking adoption and actual use behavior: Does WOM communication matter?

Cited by 62 publications

References 61 publications

Continued Intention to Use of M-Banking in Jordan by Integrating UTAUT, TPB, TAM and Service Quality with ML

Continued Intention to Use of M-Banking in Jordan by Integrating UTAUT, TPB, TAM and Service Quality with ML

A Comparative Study of Users versus Non-Users’ Behavioral Intention towards M-Banking Apps’ Adoption

Examining the adoption of mobile banking: Empirical evidence from Indonesian Muslim students

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