Service quality and self-determination theory towards continuance usage intention of mobile banking

Inan, Dedi Iskandar; Hidayanto, Achmad Nizar; Juita, Ratna; Soemawilaga, Faiz Fadhillah; Melinda, Fivi; Puspacinantya, Puspacinantya; Amalia, Yasmin

doi:10.1108/jstpm-01-2021-0005

Cited by 32 publications

(36 citation statements)

References 63 publications

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“…Hypothesis H8, pertaining to BI's positive influence on WoM, was supported and agreed with the findings of [43,[63][64][65]. The hypothesis H9 pertaining to the influence of WoM on CUI was supported and, as such, agreed with previous studies [5,33,63,66,67,69,79,80]. Furthermore, when discussing the coefficient value of the nine constructs as shown in Figure 2 and Table 7, the WoM had the highest coefficient value, which is an indicator that respondents do value WoM more than anything, in laymen's terms.…”

Section: Discussionsupporting

confidence: 87%

“…The hypothesis H7, concerned with SRQ's positive influence on BI, was supported by this study and agreed with the finding of [29] in New Zealand study and [30] in Korea. The studies [5,33,37] also reached the same conclusion.…”

Section: Discussionsupporting

confidence: 58%

“…Many studies have been conducted on m-banking, as stated previously, and listed in the above sections, such as [6,[15][16][17][18][19][20][21][22][24][25][26][29][30][31][32][33]. Although such studies covered many countries with many models, this study is the only study that covered Jordan with the suggested model in Figure 1.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

“…Other studies ignore political boundaries in favor of focusing on m-banking. The research [5,33] studied service quality and self-determination theory influence within continuous use intention. The research [30] studied m-banking using extended UTAUTs.…”

Section: M-banking Literature Reviewmentioning

confidence: 99%

“…According to [46], several studies were conducted to examine SRQ. Authors in [33] discussed service quality from within self-determination theory in mobile banking. Authors in [58] examined the antecedents and consequences of perceived SRQ in the hotel industry, whilst [76] studied consumption value of m-banking services.…”

Section: Theory Of Planned Behavior (Tpb) and Technology Acceptance M...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: Discussionsupporting

confidence: 87%

Section: Discussionsupporting

confidence: 58%

Section: Theoretical Implicationsmentioning

confidence: 99%

Section: M-banking Literature Reviewmentioning

confidence: 99%

Section: Theory Of Planned Behavior (Tpb) and Technology Acceptance M...mentioning

confidence: 99%

See 3 more Smart Citations

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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Green consumption and sustainable development: The effects of perceived values and motivation types on green purchase intention

Ng,

Cheung,

Lit

et al. 2023

Bus Strat Env

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Daily green products have gained growing awareness in recent years. Perceived values of consumers are crucial for companies to promote the formation of holistic value of green products to consumers. In addition, understanding different motivation types of consumers to adopt green purchase behavior is critical. To answer the research call to better conceptualize green purchase intention, this study aims to investigate how consumers' perceived values influence different motivation types, and in turn, affect their green purchase behavioral intention. An extended research model by integrating customer value theory (CVT) and self‐determination theory (SDT) is developed to explain green purchase behavioral intention. Three hundred and five participants were recruited, and the findings were analyzed using partial least square structural equation modelling (PLS‐SEM). Results suggested that the three perceived values (i.e., emotional value, functional value, and relational value) significantly predict perceived green product value, while perceived green product value predicts four types of regulations (i.e., external regulation, introjected regulation, identified regulation, and integrated regulation). Results also showed that autonomous motivation (i.e., identified regulation and integrated regulation) significantly predicts green purchase intention. These findings provide theoretical implications to SDT and customer value theory in the field of green business strategy management and practical implications to green businesses and governments.

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The Use of M-Government Apps and the Levels of Public Satisfaction with M-Services Quality

Moharam,

Mukherjee

2023

Studies in Systems, Decision and Control

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Service quality and self-determination theory towards continuance usage intention of mobile banking

Cited by 32 publications

References 63 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

Green consumption and sustainable development: The effects of perceived values and motivation types on green purchase intention

The Use of M-Government Apps and the Levels of Public Satisfaction with M-Services Quality

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