Intention to use mobile banking services: an Islamic banking customers’ perspective from Sri Lanka

Abstract

Purpose This paper aims to identify the determinants of the intention to use mobile banking services among Islamic Banking customers in Sri Lanka. The study was carried out based on the Unified Theory of Acceptance and Use of Technology (UTAUT 2). The predictor variables of performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation and habit were used to predict the variable of behavioural intention to use. The moderating variables entail age, gender and experience. Design/methodology/approach Quantitative method with questionnaire survey was used. Data collection relied on the questionnaire survey method of which items were derived and adapted from past literatures. The responses were captured using the seven-point Likert scale. The study population consisted of Islamic Banking customers in Sri Lanka. A total of 594 questionnaires were returned of which 582 were found usable for analysis. Data analysis was conducted using the partial least square structural equation modelling along with SmartPLS 3. Findings The analysis results demonstrated the significant effect of all the variables on the Islamic Banking customers’ intention to use m-banking services along with the significant effect of the moderating variables as initially hypothesized. Practical implications As the first study of its kind in the context of Islamic banking customers in Sri Lanka, this study offers decision makers valuable guidelines for when they intend to re-engineer their m-banking applications and promote them to the public. Originality/value Following a comprehensive literature review, this study is identified as the pioneering effort in the investigation of m-banking usage intention among Islamic Banking customers in Sri Lanka. Therefore, this study contributes new knowledge and insights to the existing body of literature by confirming the viability of the UTAUT2 model in driving m-banking usage adoption among Islamic Banking customers in Sri Lanka.

E-banking Customer Satisfaction and Loyalty: Evidence from Serial Mediation through Modified E-S-QUAL Model and Second-Order PLS-SEM

“…E-customer satisfaction is the customer's assessment regarding the etransaction in comparison to conventional transactions. According to Boateng et al (2021), Evanschitzky et al (2004), andSamsudeen et al (2020), the significant difference between e-retailing and traditional retailing services is transforming man to machine or transactions through artificial intelligence through the Internet. Therefore, for e-customer satisfaction, modified & innovative improvements are required, and this research bridges the gap between e-customers satisfaction and ecustomer loyalty.…”

“…For e-banking services, trust is the vital element; if the promised features and benefits exceed or at least meet the customer's expectations, the trust establishes between the consumer and organization (Samsudeen et al, 2020;Mayer et al, 1995). In an online services industry or Islamic ebanking industry, trust always plays a significant function in e-transactions where insecurity is widespread, and it is challenging to measure the quality of online products or services before purchase (Kim et al, 2009;Fang et al, 2011;Al Qaisi & Alrosan, 2020;Flores et al, 2020;Palvia, 2009).…”

“…Additionally, we employed two mediating variables: religiosity and trust in e-Islamic banking customer satisfaction and loyalty. We used modified items (scales) from the previous literature; for instance, scales of ecustomer loyalty are considered from Ahmed et al (2020), Zeithaml et al (2002), Samsudeen et al (2020), Evanschitzky et al (2004), Al Qaisi and Alrosan (2020), Azizah and Puspito (2021), Lodhi (2020), andIqbal (2020).…”

“…The Internet has become the most powerful tool for e-commerce and eservices; therefore, e-services industries, including ebanking, use this instrument as a virtual marketplace. The esystem quality and information of e-services quality have become significant elements of the E-S-QUAL model to assess the e-service quality, e-customer satisfaction, and ecustomer loyalty in online services industries (Dewi & Surabaya, 2020;Samsudeen et al, 2020;Rodgers et al, 2005;Vinayek & Jindal, 2011).…”

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

“…The Unified Theory of Acceptance and Use of Technology (UTAUT) model was developed by Venkatesh et al (2003). Initially, Venkatesh et al (2003) presented Performance Expectancy (PE), Facilitating Condition (FC), Social Influencing (SI) and Effort Expectancy (EE) as a continuation of the theory of reasoned action (TRA), technology acceptance model (TAM), theory of planned behavior (TPB), PC utilization model, social cognitive theory, TAM-TPB, and innovation diffusion theory (IDT) (Samsudeen et al, 2020). Then, Venkatesh et al (2012) entered the price value (PV), hedonic motivation (HM) and habit (HA) to refine the previous UTAUT model with the name UTAUT 2.…”