The impact of communication channels on mobile banking adoption

Abstract

Purpose – The purpose of this paper is to investigate the distinct effects of different communication channels, particularly interpersonal networks, social media, and mass media on customer beliefs and usage intention in a mobile banking (MB) context. Design/methodology/approach – This study employed a combination of both qualitative and quantitative research approaches with an exploratory sequential research design in two major phases: focus groups; and a large-scale survey among 183 New Zealand young adults. Findings – The most significant influential factor of usage intention was perceived usefulness, followed by perceived credibility and perceived costs. Face-to-face communication with bank staff and close acquaintances was perceived as the most reliable and persuasive sources of banking-related information. Moreover, mass channels were considered to be more important and trustworthy than social media in the MB sector. The research results revealed that the current status of MB diffusion in New Zealand is in the latter stages (Late Majority and Laggards) of the innovation diffusion cycle. Practical implications – In light of the research findings, bank marketers can make the right decisions on marketing actions to promote MB effectively as well as develop appropriate communication policies to speed up the consumer decision process. Researchers and allied industries (e.g. mobile commercial services) could also gain benefits from applying these results to understand the impact of communication channels on consumer perceptions and behaviours towards new technology acceptance. Originality/value – The research outcomes have served to broaden the knowledge into the distinguishing influences of major communication channels on customers’ beliefs and intention to adopt new banking services.

An Empirical Investigation of E-Banking in the Kurdistan Region of Iraq: The Moderating Effect of Attitude

“…lIterature revIew and research hypothesIs E-banking has simplified financial transactions through different technological platforms, whether it is an automated teller machine (ATM), computer, mobile phone or tablet in order to access information on a customer's account via electronic service (online service) (Harris et al, 2016;Butt & Aftab, 2013), instead of a visit to a brickand-mortar banking branch (offline service) (Daniel, 1999;Lee & Lee, 2000).The necessity of E-Banking services with the new generation's lifestyle today is reached by different levels of technology innovations (Khan, 2018;Chawla & Joshi, 2017;Aljanabi & Dileep, 2012;Rahomee et al, 2014;Aljanabi & nor azila, 2015aAljanabi & nor azila, , 2015bAlkhaffaf & Abdulqadir, 2016;Mohd Noor & Abdulqadir, 2016;Aljanabi & Dileep, 2013). E-banking provides self-service technologies in an electronic environment (Shih & Fang, 2004;Hoehle et al, 2016).Moreover, it is quite obvious that an E-banking system goes up against the traditional banking system (offline banking) (Floh & Treiblmaier, 2006;Kingshott et al, 2018) for many reasons, such as cost (Luarn & Lin, 2004;Abrahão et al, 2016), time (Hanafizadeh & Khedmatgozar, 2012), knowledge of IT (Mallat et al, 2009;Luo et al, 2010) geographic expanse, pollution, traffic jams, parking problems, saving trees (paperless transactions), for better management (Claro &Rosa, 2016), attracting more customers (Mann & Sahni, 2012) through different communication channels such as social media, mass media (Tran & Corner, 2016), e-service (Al-Qeisi & Hegazy, 2015) and financial performance of community banks (Acharya et al, 2008).…”

Determinants of Consumer’s Intention to Use Mobile Banking Services in Bangladesh

“…Later only allows user to use mobile to pay electronically for the purchased goods and services either remotely or at point of sales (Rtn.bcc.net.bd, 2016). The exercise of different mobile devices to undertake financial businesses linked to client's bank account (Tran and Corner, 2016). With the help of three technological options Mobile banking is running like-SME -Based, mobile browser webs and mobile client applications.…”

“…A study done on New Zeland's young adults by Tran and Corner (2016), indicates that most important factors in creating usage intention for mobile banking is PU followed by perceived credibility and perceived costs. Besides that, one of the most persuasive ways of building trust according to them is face-to-face communication.…”

Tipologi Minat Anak Muda Terhadap Lembaga Keuangan Mikro Syariah Berdasarkan Layanan Mobile Banking

“…Kehadiran mobile banking membuat layanan LKMS menjadi lebih cepat, mudah, dan atraktif (Sahoo & Pillai, 2017). Mobile banking yang baik akan mampu meningkatkan kepuasan konsumen (Tran & Corner, 2016). Bahkan, bila di dalamnya terdapat daya tawar yang baik, ia dapat mengubah sikap non-nasabah menjadi nasabah layanan mobile banking (Tobbin, 2012;Thakur, 2014;Koksal, 2016).…”