The Effect of Perceived Usefulness, Reliability, and COVID-19 Pandemic on Digital Banking Effectiveness: Analysis Using Technology Acceptance Model

Ghani, Erlane K; Ali, Mazurina Mohd; Musa, Muhammad Nazmy Rezzaimy; Omonov, Akrom A.

doi:10.3390/su141811248

Cited by 18 publications

(18 citation statements)

References 28 publications

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“…In addition, perceived usefulness influences individual attitudes toward the intention to utilize mobile banking (Y.-K. Lee, Park, Chung, & Blakeney, 2012). This study applies the TAM model and found perceived usefulness essential in encouraging customers to use more online channels to conduct their transactions and obtain product information (Ghani, Ali, Musa, & Omonov, 2022;Larasetiati & Ali, 2019). Thus, perceived usefulness also significantly influences client attitudes, in addition to having an impact on their intention to use web banking (Yadav, Chauhan, & Pathak, 2015).…”

Section: Perceived Usefulness and Attitude Towards Using M-bankingmentioning

confidence: 91%

Explanation Of E-Service Quality and Actual Use of M-Banking

Az-Zahra

Setiawati

Sosianika

et al. 2023

JMI

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Technological developments are increasingly rapid from time to time, causing all areas of the business sector to be required to be adaptive. One of which is the banking sector. The digital era has made mobile banking an option to facilitate transaction activities. The actual use of mobile banking is a real-world interpretation to explain the impact of electronic service quality more comprehensively. This study aims to explore mobile banking users in Indonesia. The quality of e-service in mobile banking uses the Technology Acceptance Model (TAM) approach. With total of 202 mobile banking users in Bandung as respondents; the data were analyzed using SMART PLS with the methods of reliability test, validity test, hypothesis test, and mediation analysis to be able to interpret the research objectives more specifically. The findings indicate e-service quality significantly impacts attitudes towards m-banking, perceived usefulness, and perceived ease of use. It points out that internet-based transactions, especially mobile banking systems, should be made easier, safer, and more convenient for consumers to use.

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Section: Perceived Usefulness and Attitude Towards Using M-bankingmentioning

confidence: 91%

Explanation Of E-Service Quality and Actual Use of M-Banking

Az-Zahra

Setiawati

Sosianika

et al. 2023

JMI

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“…Perceived immediate use advantages (i.e., perceived gains) and perceived sacrifices (i.e., perceived losses) are the antecedent variables of perceived cost [ 38 ]. Some scholars have also used factors such as perceived risk, cost of purchase, quality of service, and the quality of the product as antecedent variables affecting the consumers’ perceived value (Wood and Scheer, 1996; Zhong, K., 2013) [ 39 ]. Regarding the elements impacting the customer’s perceived value, we introduced two achievable variables to the technology acceptance model: perceived cost (B3) and personal motivation (B4) [ 40 ].…”

Section: Methodsmentioning

confidence: 99%

Factors Influencing Use of Fitness Apps by Adults under Influence of COVID-19

Guo

Chen

et al. 2022

IJERPH

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During the coronavirus disease 2019 (COVID-19) pandemic, many countries imposed restrictions and quarantines on the population, which led to a decrease in people’s physical activity (PA) and severely damaged their mental health. As a result, people engaged in fitness activities with the help of fitness apps, which improved their resistance to the virus and reduced the occurrence of psychological problems, such as anxiety and depression. However, the churn rate of fitness apps is high. As such, our purpose in this study was to analyze the factors that influence the use of fitness apps by adults aged 18–65 years in the context of COVID-19, with the aim of contributing to the analysis of mobile fitness user behavior and related product design practices. We constructed a decision target program model using the analytic hierarchy process (AHP), and we analyzed and inductively screened 11 evaluation indicators, which we combined with an indicator design questionnaire. We distributed 420 questionnaires; of the respondents, 347 knew about or used fitness apps. Among these 347, we recovered 310 valid questionnaires after removing invalid questionnaires with a short completion time, for an effective questionnaire recovery rate of 89.33%. We used the AHP and entropy method to calculate and evaluate the weight coefficient of each influencing factor and to determine an influencing factor index. Our conclusions were as follows: first, the effect of perceived usefulness on the use of fitness apps by the study groups was the most notable. Second, personal motivation and perceived ease of use considerably influenced the adult group’s willingness to use fitness apps. Finally, the perceived cost had relatively little effect on the use of fitness apps by adults, and the study group was much more concerned with the privacy cost than the expense cost.

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“…In this case, digital financial services are the logical choice needed to improve the operations and cost efficiency of banks, particualry amoing the so-called millennials cohort of customers (Windasari, Kusumawati, Larasati, & Amelia, 2022). The effectiveness and efficiency of digital banking services are felt to provide many benefits and aid the millennial generation in meeting financial transaction needs, such as online shopping, credit purchases, and interbank transfers (Ghani et al, 2022). The digitalization of services can also help to close the service gap between banks and the community, more efficient, faster, and cost-effective, which is highly favored by the millennial generation (Ji, Wang, Xu, & Li, 2021).…”

Section: Digital Banking Servicesmentioning

confidence: 99%

“…Previous literature has summarized the effort of the coronavirus pandemic in changes in the structure of the world's Islamic banking services (Abbas A & Ayu Frihatni A, 2020;Cahyono, Rani, & Mardianto, 2021;Hassan, Rabbani, Asad, & Ali, 2020;Mansour, Ajmi, & Saci, 2022;Rabbani, Asad, et al, 2021;Rabbani, Bashar, et al, 2021). Customers are currently highly dependent on digital banking services, especially in a situation where the potential for transmission of the COVID-19 virus still exists (Banna, Hassan, Ahmad, & Alam, 2022;Ghani, Ali, Musa, & Omonov, 2022). The preliminary study results also revealed that there had been much research on the effect of post-COVID-19 Islamic banking digital services on customer satisfaction (Fida, Ahmed, Al-Balushi, & Singh, 2020;Thaker, Amin, & Pitchay, 2019;Zouari & Abdelhedi, 2021b).…”

Section: Introductionmentioning

confidence: 99%

Interaction of Customer Satisfaction and Retention of Digital Services: PLS Evidence From Indonesian Sharia Banking

Alfarizi

2023

IJIEF

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The Indonesian Islamic banking sector has been transformed by integrating technology in banking services to satisfy customers for retention and market share post-COVID-19. This study investigates the impact of Islamic banking digital service quality in post-COVID-19 Indonesia on customer satisfaction and retention. This study applies the construction of an electronic service quality model (E-S-Qual) and a banking service quality model (BSQ) focusing on digital services in Islamic Commercial Banks in Indonesia after the COVID-19 Pandemic. This study uses an explanatory method by collecting survey data from customers of Islamic banks in Indonesia. PLS-SEM analysis tool with SmartPLS tool version 4 to search for hypothetical evidence. This study found the effect of ease of use, efficiency, interoperability, privacy security, responsiveness, reliability, service cost, and service portfolio on ISBC Customer Satisfaction. In addition, among the significance of ISBC Customer Satisfaction on customer retention intention, there is a mediating effect of Islamic financial literacy. Islamic banks need to maintain a digital service system to meet customers' financial needs through quality control of system infrastructure and continuous network maintenance. In addition, the demand for strategies to strengthen new digital services through adding features and promoting the advantages of digital financial services is needed to gain market share in the Indonesian financial market.

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The Effect of Perceived Usefulness, Reliability, and COVID-19 Pandemic on Digital Banking Effectiveness: Analysis Using Technology Acceptance Model

Cited by 18 publications

References 28 publications

Explanation Of E-Service Quality and Actual Use of M-Banking

Explanation Of E-Service Quality and Actual Use of M-Banking

Factors Influencing Use of Fitness Apps by Adults under Influence of COVID-19

Interaction of Customer Satisfaction and Retention of Digital Services: PLS Evidence From Indonesian Sharia Banking

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