The influences of technological characteristics and user beliefs on customers' perceptions of live chat usage in mobile banking

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chorng-Guang Wu ◽  
Jonathan C. Ho
Keyword(s):  
Customer Engagement ◽  
Mobile Service ◽  
Mobile Banking ◽  
Content Type ◽  
Performance Expectancy ◽  
Technological Characteristics ◽  
Live Chat ◽  
Effort Expectancy ◽  
Facilitating Conditions ◽  
The Relationship

PurposeIn recent years, numerous banks have introduced live chat systems to their mobile banking (m-banking) applications to help customers address problems that arise while using m-banking. However, few researchers have investigated bank customers' perceptions of live chat in the context of m-banking, known as mobile chat. The present study attempts to fill this research gap and identify potential factors affecting bank customers' intention and attitude toward using mobile chat from the perspective of functional and expected advantages.Design/methodology/approachA research model was developed integrating three technological characteristics of mobile chat (mobility, reachability and convenience) identified from the mobile service and self-service technology literature with user beliefs involving performance expectancy, effort expectancy and facilitating conditions specified by the unified theory of acceptance and use of technology. The proposed model was evaluated using data collected from a field survey of 268 customers with experience in Internet or m-banking at an international bank in Taiwan. The mediating effects of attitude on the relationship between intention and its predictors were also measured.FindingsThe results suggest that reachability and convenience influence performance expectancy whereas effort expectancy is affected by all the technological characteristics. Additionally, customers' intention is determined by attitude, effort expectancy and facilitating conditions whereas their attitude depends on the three constructs of user beliefs.Research limitations/implicationsThe development of user behavioral research in intelligent customer engagement is lacking in the m-banking literature. This study sheds light on Internet banking and m-banking customers' viewpoints and the salient determinants of their intention and attitude toward using mobile chat. Therefore, the findings allow a broader understanding of customer engagement applications in the banking sector.Practical implicationsThe research findings would help banks not only better understand how to deploy useful mobile applications for improving the effectiveness of their mobile service development but also develop adequate mobile strategies to engage with customers more intelligently.Originality/valueThis research provides valuable insight into the relationship between the adoption of intelligent customer engagement tools and the improvement of customer support performance in the context of m-banking. Moreover, this study is among the first to identify the potential mobile technological factors that might affect bank customer expectations from mobile chat applications.

scholarly journals An empirical examination of the moderating role of age and gender in consumer mobile banking use: a cross-national, quantitative study

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohamad Merhi ◽  
Kate Hone ◽  
Ali Tarhini ◽  
Nisreen Ameen
Keyword(s):  
Demographic Factors ◽  
Mobile Banking ◽  
Age And Gender ◽  
Banking Services ◽  
Content Type ◽  
Performance Expectancy ◽  
Effort Expectancy ◽  
And Gender ◽  
Facilitating Conditions ◽  
Cross National

PurposeDespite the benefits of mobile banking services in an increasingly digitised world, adoption rates remain unsatisfactory. The present cross-national study examines age- and gender-dependent variations of consumer intentions and use of mobile banking services.Design/methodology/approachThe study analyses consumer mobile banking use by integrating factors such as with trust, security and privacy and it examines the effects of these factors among two demographic factors including age and gender. 897 Lebanese and British mobile banking users completed a survey. Data was analysed by partial least squares-structural equations modelling.FindingsConsumer behavioural intention was significantly moderated by age through its relationship with facilitating conditions and trust among Lebanese respondents, and performance expectancy, effort expectancy, hedonic motivation, price value and habit among their British counterparts. As for gender, a significant moderating effect was evidenced in the Lebanese, but not the British sample, on the level of performance expectancy, effort expectancy, facilitating conditions, price value and perceived security.Originality/valueThe findings provide evidence of the applicability of the new factors proposed in this research. The reflection of the influence of these demographic factors in a cross-national context provides insights into mobile banking adoption variation between different countries.

Individuals' intention to use sports wearables: the moderating role of technophobia

2020 ◽  
Vol 21 (2) ◽  
pp. 225-245 ◽  
Author(s):  
Nilsah Cavdar Aksoy ◽  
Alev Kocak Alan ◽  
Ebru Tumer Kabadayi ◽  
Alican Aksoy
Keyword(s):  
Structural Equation ◽  
Digital Age ◽  
Equation Modeling ◽  
Content Type ◽  
Psychological Constructs ◽  
Performance Expectancy ◽  
Use Of Technology ◽  
Effort Expectancy ◽  
Facilitating Conditions ◽  
The Relationship

PurposeThis study aims to examine the wearable devices market as an essential representative of the digital age using a framework based on the Unified Theory of Acceptance and Use of Technology (UTAUT) and the context of sports wearables.Design/methodology/approach411 people, are both users and non-users of this technology were surveyed online, and the obtained data analyzed using structural equation modeling.FindingsThe results support the effects of performance expectancy, effort expectancy, facilitating conditions, and social influence on attitude toward sports wearables and attitude of usage intention. Further, technophobia moderates the relationship between performance expectancy and attitude. However, a moderating effect of technophobia on the relationship between effort expectancy and attitude was not observed.Originality/valueDue to innovative technologies in the digital age we live in, the devices we use in everyday life have gained intelligence. As more developments take place, and related products enter the market, understanding how people react to these products becomes an important issue. While investigating this issue in the context of sports wearables in this study, an important psychological construct, technophobia, was included in the research model in order to explore the usage intention of individuals through the effects of psychological constructs, such as paranoia, fear, anxiety, cybernetic revolt and cellphone avoidance, and the strong combination of important constructs of phobia to go against technology.

DEMATEL method of analysing the factors influencing the decision to adopt virtual reality technology by real estate firms in Lagos property market

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ayodele Samuel Adegoke ◽  
Timothy Tunde Oladokun ◽  
Timothy Oluwafemi Ayodele ◽  
Samson Efuwape Agbato ◽  
Ahmed Ademola Jinadu
Keyword(s):  
Virtual Reality ◽  
Real Estate ◽  
Social Influence ◽  
Property Market ◽  
Content Type ◽  
Performance Expectancy ◽  
Factors Influencing ◽  
Effort Expectancy ◽  
Facilitating Conditions ◽  
Estate Agency

PurposeThe study analysed the factors influencing real estate firms' (REFs) decision to adopt virtual reality (VR) technology using the Decision-Making Trial and Evaluation Laboratory (DEMATEL) method. This was done to enhance the practice of real estate agency in Nigeria.Design/methodology/approachData were elicited from eight real estate experts. These experts were heads of the agency department of firms that had been in existence for a minimum of five years in the Lagos property market. The data analysed in this study were collected with the aid of a questionnaire.FindingsThe result revealed that use intention was influenced by performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation, price value and UB. Also, facilitating conditions, habit and use intention did not influence use behaviour. Overall, six constructs, which include price value (Ri − Cj value = 0.1284), use behaviour (Ri − Cj value = 0.0666), social influence (Ri − Cj value = 0.0583), facilitating conditions (Ri − Cj value = 0.0323), performance expectancy (Ri − Cj value = 0.0196) and effort expectancy (Ri − Cj value = 0.0116), were significant predictors of the factors influencing the decision of REFs to adopt VR. Of these constructs, the Ri − Cj values indicated that price value had the highest causative influence.Practical implicationsThe result of this study will bring REFs to the consciousness of the factors that could affect their adoption of VR technology. This study will also assist the Nigerian Institution of Estate Surveyors and Valuers in appropriately enlightening REFs on the integration of VR technology into the agency practice especially at this time when all health protocols and guidelines need to be observed to help flatten the curve of the Covid-19 pandemic.Originality/valueThis study is the first to have an insight into the analysis of the factors influencing REFs' decision to adopt VR technology using the DEMATEL method.

scholarly journals DIGITAL MORTGAGE BANKING ACCEPTABILITY IN PHILIPPINE UNIVERSAL BANKS: EVIDENCE FROM UTAUT MODEL

2019 ◽  
Vol 4 (15) ◽  
pp. 01-15 ◽  
Author(s):  
Dave T. Morales ◽  
Fernando L. Trinidad
Keyword(s):  
Mobile Device ◽  
Consumer Behaviour ◽  
Banking Sector ◽  
Mobile Banking ◽  
Time Frequency ◽  
Utaut Model ◽  
Performance Expectancy ◽  
Effort Expectancy ◽  
The World ◽  
Facilitating Conditions

The changing consumer behaviour all over the world has resulted in the shift of businesses into becoming client-centric. Clients nowadays want convenience, faster processes, seamless transactions, and instant service. The banking sector is not excused with these changes. In fact, bank clients want the same; bank services at the tip of their fingertips. So how should banks respond to these growing demands of clients? Involving technology in bank operations will ensure faster, more convenient, and more seamless transactions as this allows clients to access bank services anytime and anywhere. This study particularly paid attention to the digitization of mortgage banking using the UTAUT model to better understand its acceptability among its clients. The empirical results found that the determinants of behavioural intention to accept digital mortgage device among mortgage clients were facilitating conditions, performance expectancy and effort expectancy. Furthermore, results revealed that performance expectancy is directly related to internet time, frequency of product purchase using a mobile device and use of mobile banking.

scholarly journals Analisis Faktor-Faktor UTAUT dan Trust Terhadap Behavioral Intention Pengguna BNI Mobile Banking Pada Pekerja Migran Indonesia

2021 ◽  
Vol 4 (2) ◽  
pp. 926-939
Author(s):  
Rita Rita ◽  
Mita Handra Fitria
Keyword(s):  
Social Influence ◽  
Migrant Workers ◽  
Behavioral Intention ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Mobile Banking ◽  
Performance Expectancy ◽  
Gender And Age ◽  
Effort Expectancy ◽  
Facilitating Conditions

The purpose of this study is to analyze the UTAUT and Trust factors on the Behavioral Intention of BNI mobile banking users on Indonesian Migrant Workers. Performance expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, and Trust as independent variables, Behavioral intention as the dependent variable, and Gender and Age as moderators in this study. The sampling technique used in this study is a side probability as a sampling method. Where probability sampling in this study provides equal opportunities for each element in the population to be selected. Researchers used simple random sampling where the distribution of samples was carried out randomly within the population and each member had the same opportunity. Data collection was carried out by distributing survey questionnaires which were filled in by 100 Indonesian Migrant Workers' participants. The analysis tool used is Smart PLS 3.3.2. The results showed that Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, and Trust towards the Behavioral intention of BNI Mobile banking users to Indonesian Migrant Workers simultaneously. Meanwhile, partially there is an influence on the Facilitating conditions variable on the Behavioral intention of BNI Mobile banking users for Indonesian Migrant Workers, but there is no influence on Performance expectancy, Effort Expectancy, Social Influence, and Trust on the Behavioral intention of BNI Mobile banking users for Indonesian Migrant Workers. There is no influence of the Gender and Age variables in moderating the effect of the Facilitating conditions variable on the Behavioral intention of BNI Mobile banking users to Indonesian Migrant Workers.

Evaluating the Effects of Facilitating Conditions and Usage Experience on Mobile Payment

2021 ◽  
Vol 13 (4) ◽  
pp. 88-106
Author(s):  
Ling Long Tsai
Keyword(s):  
Online Survey ◽  
Mobile Payment ◽  
Research Model ◽  
Performance Expectancy ◽  
Use Of Technology ◽  
Effort Expectancy ◽  
And Performance ◽  
Facilitating Conditions ◽  
Major Factors ◽  
The Relationship

The following research attempts to investigate the determinants influencing consumers' intention to adopt mobile payment (MP). The research model was adapted based on three constructs from the unified theory of acceptance and use of technology (UTAUT), including performance expectancy, effort expectancy, and facilitating conditions in the research model. In addition, usage experience was also added to the model to test for moderating effect. An online survey conducted through Taiwanese chat rooms resulted in 348 valid responses, which were analyzed using Smart PLS. Results indicated that (1) effort expectancy, performance expectancy, and facilitating conditions were three major factors influencing intention to use mobile payment; (2) facilitating conditions played a significant role in impacting effort expectancy and performance expectancy; (3) usage experience positively moderated the relationship between facilitating conditions and performance expectancy; and (4) usage experience also positively moderated the relationship between facilitating conditions and effort expectancy.

M-government trust framework: deployment of an empirical study amongst Jordanian youth

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohammad Kamel Alomari
Keyword(s):  
Empirical Studies ◽  
Survey Study ◽  
Content Type ◽  
Social Community ◽  
Government Services ◽  
Use Of Technology ◽  
Effort Expectancy ◽  
Facilitating Conditions ◽  
The Relationship ◽  
Government Website

Purpose This paper aims to debate the main factors influencing trust in mobile government (m-government) in the developing country of Jordan. The transformation from government services offered through a government website to services offered via smartphone devices needs further investigation to better understand the factors that might influence citizens’ trust in m-government, in particular, young citizens. This paper presents the concept of m-government and reports on a study of the main predictors affecting citizens’ trust in it. The theoretical framework used is based on the unified theory of acceptance and use of technology (UTAUT). Design/methodology/approach A survey study of 510 Jordanian young citizens, who had access to the internet and were smartphone users, investigated the influence of the identified factors on their trust in m-government. The hypotheses testing used multiple regression analysis. Findings Contrary to previous claims reported in relation to facilitating conditions, the following predictors: trust in government, word of mouth (WOM), social influence and facilitating conditions were found to be significant factors in predicting Jordanian citizens’ trust in m-government services. Originality/value This is one of few studies to investigate what influences trust in m-government by citizens in Jordan. The current research significantly contributes to the literature by incorporating factors from the UTAUT model with personal perception factors to elucidate m-government adoption. The integration of UTAUT with factors such as “WOM”, is a direction that can be followed in research on the adoption of and trust in e-government and m-government by citizens in any social community. This study clearly identities the relationship between m-government trust and the WOM construct, which is rarely discussed in this type of research context. Although the facilitating conditions construct is claimed to be non-significant in the presence of performance expectancy and effort expectancy, the current research shows the importance of including the facilitating conditions construct when considering the topic of m-government trust in Jordan. Finally, this paper provides a foundation for future empirical studies on the adoption of m-government.

Investigating consumer intention to accept mobile payment systems through unified theory of acceptance model

2019 ◽  
Vol 9 (1) ◽  
pp. 88-114 ◽  
Author(s):  
Kanishk Gupta ◽  
Nupur Arora
Keyword(s):  
Social Influence ◽  
Behavioral Intention ◽  
Mobile Payment ◽  
National Capital Region ◽  
Payment Systems ◽  
Content Type ◽  
Performance Expectancy ◽  
Effort Expectancy ◽  
Facilitating Conditions ◽  
Use Behavior

Purpose The purpose of this paper is to examine the impact of key antecedents of unified theory of acceptance and use of technology model 2 on behavioral intention to accept and use mobile payment systems in National Capital Region, India. Design/methodology/approach A sample of 267 mobile payment system users in National Capital Region was obtained through an online survey. A partial least squares method was used to find out whether key antecedents of UTAUT2 predict behavioral intention to accept mobile payment systems which further predicts use behavior toward mobile payment systems. Findings The research substantiates that performance expectancy, effort expectancy, habit and facilitating conditions significantly predict behavioral intention, which in turn significantly predict use behavior to use mobile payment systems. Both social influence and hedonic motivation were weak predictors of behavioral intention. Research limitations/implications The research substantiates that performance expectancy, effort expectancy, habit and facilitating conditions significantly predict behavioral intention, which in turn significantly predict use behavior to use mobile payment systems. Both social influence and hedonic motivation were weak predictors of behavioral intention. Originality/value The research substantiates that performance expectancy, effort expectancy, habit and facilitating conditions significantly predict behavioral intention, which in turn significantly predict use behavior to use mobile payment systems. Both social influence and hedonic motivation were weak predictors of behavioral intention.

Adoption of Hospital Information Systems in Public Hospitals in Turkey: An Analysis with the Unified Theory of Acceptance and Use of Technology Model

2019 ◽  
Vol 16 (06) ◽  
pp. 1950043 ◽  
Author(s):  
Melih Engin ◽  
Fatih Gürses
Keyword(s):  
Behavioral Intention ◽  
Hospital Information Systems ◽  
Public Hospitals ◽  
Unified Theory ◽  
Moderator Effect ◽  
Performance Expectancy ◽  
Use Of Technology ◽  
Effort Expectancy ◽  
Facilitating Conditions ◽  
The Relationship

Information and communication technologies (ICTs) has become a tool which cannot be ignored in terms of public administrations, which provides advantage to the administrations as far as they can be adapted. The use of ICTs become widespread in the health sector as it is in all other sectors. In hospitals, hospital information systems (HIS) are used to keep records of patients and hospitals securely, to improve appointment, in-hospital management, decision support and workflow processes. Therefore, HISs are also used to increase efficiency and productivity, to reduce error rates, to increase service quality, to reduce service costs and to realize the specific purposes such as ensuring patient satisfaction. It is necessary that the end users should adopt HISs to obtain the expected benefits and to implement HIS successfully in public hospitals. The adoption of a technology product is also a sociological phenomenon at the same time. In this regard, the issue of adoption in the relevant literature is addressed in the context of a wide variety of models and many variables. This study is also a study of technology adoption. The subject of the study is the adoption of HISs in public hospitals in Turkey. In this context. The study aimed to determine the factors affecting the adoption of HISs by the personnel working in public hospitals in Turkey, in accordance with the Unified Theory of Acceptance and Use of Technology (UTAUT) model in the literature on technology adoption. In the study, the universe of the study consisted of the personnels (physicians, nurses, health officers, medical secretaries] which were working in public hospitals in the Bursa and Balıkesir Metropolitan Municipalities at the time of the study. According to the results of the study, performance expectancy, effort expectancy and social influence variables have positive and significant effects on the behavioral intention of hospital staff for using of HISs. In addition, facilitating conditions and behavioral intention variables have a positive and significant effect on usage behavior. On the other hand, it was found that gender has a moderator effect on the relationship between performance expectancy, effort expectancy and behavioral intention. Experience has a moderator effect on the relationship between the social influence and the behavioral intention while age has a moderator effect on the relationship between facilitating conditions and use behavior.

Empathic technologies for distance/mobile learning

2017 ◽  
Vol 14 (2) ◽  
pp. 159-180 ◽  
Author(s):  
Pedro Isaias ◽  
Francisco Reis ◽  
Clara Coutinho ◽  
Jose Alberto Lencastre
Keyword(s):  
Distance Learning ◽  
Social Influence ◽  
Technology Acceptance ◽  
Positive Influence ◽  
Partial Least Square ◽  
Least Square ◽  
Content Type ◽  
Performance Expectancy ◽  
Effort Expectancy ◽  
Facilitating Conditions

Purpose This paper examines the acceptance, of a group of 79 students, of an educational forum, used for mobile and distance learning, that has been modified to include empathic characteristics and affective principles. Design/methodology/approach With this study is proposed that the introduction of empathic and affective principles in educational forums is a useful and effective way to increase students’ participation and motivation in educational contexts. After an analysis of existing literature and research on the subject of empathic technology, the unified theory of acceptance and use of technology (UTAUT) was used as a framework for the research model. The analysis of their acceptance is done via an extended version of the UTAUT that focuses on the use of the variable attitude toward technology and uses gender, age and experience as moderators. A partial least square technique has been used to test the nine hypotheses. Findings The results confirmed three of the nine hypotheses: performance expectancy and effort expectancy had a positive influence on the students attitudes towards empathic forums, while the effect of social influence and facilitating conditions was considered insignificant; social influence had a positive influence on the students’ behavioral intention to use emphatic forums, while attitude toward technology, performance expectancy, facilitating conditions and effort expectancy were considered not relevant. Originality/value The focus of this study was the influence of attitude toward empathic forums, used for mobile and distance learning, and the results establish the grounds for future research on attitude as an important determinant of technology acceptance.

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