MFS usage intention during COVID-19 and beyond: an integration of health belief and expectation confirmation model

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Farjana Nur Saima ◽  
Md. H. Asibur Rahman ◽  
Ratan Ghosh
Keyword(s):  
Self Efficacy ◽  
Service Providers ◽  
Health Belief ◽  
Perceived Usefulness ◽  
Continuance Intention ◽  
Content Type ◽  
Perceived Credibility ◽  
Continuance Usage ◽  
Continuance Usage Intention ◽  
Expectation Confirmation

Purpose The usage rate of mobile financial services (MFS) has shown an uptick since the emergence of the COVID-19 pandemic in Bangladesh. This study aims to reveal the underpinning reasons for such MFS surge and its continuance by integrating health belief model (HBM) and expectation confirmation model (ECM).Design/methodology/approach The study analyzes 529 MFS users' responses during the second wave of the COVID-19 outbreak in Bangladesh using the partial least square method.Findings Satisfaction is more predictive than perceived usefulness in explaining continuance usage intention. Expectation confirmation also indirectly affects continuance intention. Among the HBM constructs, the indirect effect of perceived severity on continuance intention via perceived usefulness and satisfaction is significant. Besides, the impact of self-efficacy on continuance intention is also significant. Moreover, perceived credibility significantly affects satisfaction and indirectly affected continuance usage intention via satisfaction.Practical implications The study projects boosting customers' satisfaction is critical for the successful retention of existing MFS customers. MFS service providers should emphasize the factors that amplify satisfaction. They must evaluate preadoption factors so that customers can have positive confirmation. Especially, the service providers, the policymakers and the regulators should take an active role in improving the users' self-efficacy and the system's credibility. Undertaking the MFS literacy program, installing hotline service to provide emergency help will boost users' confidence in using the system.Originality/value The study is a unique contribution in the context of Bangladesh. To the best of the authors’ knowledge, no previous MFS studies in Bangladesh explored MFS continuance usage intention during COVID-19 and beyond. Besides, the inclusion of “perceived credibility” in the framework will supplement the earlier studies conducted on this aspect.

Examining internet banking user’s continuance intention through the lens of technology continuance theory and task technology fit model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Samar Rahi ◽  
Mazuri Abd Ghani
Keyword(s):  
User Satisfaction ◽  
Internet Banking ◽  
Perceived Usefulness ◽  
Matrix Analysis ◽  
Research Model ◽  
Continuance Intention ◽  
Content Type ◽  
Task Technology Fit ◽  
And Task ◽  
Expectation Confirmation

Purpose The long-term success of internet banking (IB) services is connected with continuous use. Therefore, examining factors which influence IB user continuance intention is important. Grounded in technology continuance theory, bank transparency and task technology fit (TTF) model, the purpose of this study is to develop a unified technology continuance model to investigate IB user continuance intention. Design/methodology/approach The research model was empirically tested with 348 responses. Respondents included in this study had prior experience with IB services. For hypotheses testing, the structural equation modelling approach was used. Findings Findings indicate that the research model has substantial power in explaining IB user continuance intention. Importance performance matrix analysis revealed that bank transparency had the highest importance in determining IB user continuance intention. Therefore, factors like user satisfaction and perceived usefulness have shown a medium level of importance in determining IB user continuance intention. Satisfaction is influenced by perceived usefulness and confirmation and established a significant impact on IB user continuance intention. Practical implications The findings of this research are useful for bank managers and policymakers to develop and design IB services according to user’s expectations. Results demonstrate that expectation confirmation and perceived usefulness are antecedents of IB user satisfaction and IB user continuance intention. In addition to that bank, transparency has shown a significant effect on user expectation and IB user continuance intention. These findings established that accuracy in sharing bank information and clarity in transaction charges encourage the user to continue the use of IB services. Originality/value The current study develops a unified technology continuance model based on the TTF model and technology continuance theory and investigates IB user continuance intention. Moreover, bank transparency is added in the technology continuance model and established a significant impact towards user expectation confirmation and continuance intention. These findings contribute to the limited body of research in the context of IB user continuance intention and enrich information system literature.

Understanding continuance usage intention of mHealth in a developing country

2020 ◽  
Vol 14 (2) ◽  
pp. 251-272 ◽  
Author(s):  
Md Abdul Kaium ◽  
Yukun Bao ◽  
Mohammad Zahedul Alam ◽  
Md. Rakibul Hoque
Keyword(s):  
Structural Equation ◽  
Information Quality ◽  
Service Providers ◽  
Least Squares Method ◽  
System Quality ◽  
Content Type ◽  
Factors Affecting ◽  
Continuance Usage ◽  
The Government ◽  
Continuance Usage Intention

Purpose This study aims to understand the factors affecting the continuance usage intention (CUI) of mHealth among the rural elderly. Design/methodology/approach An integrated model was proposed with the constructs derived from multiple models such as the unified theory of acceptance and use of technology, information system success model and expectation confirmation model. Data were collected from 400 participants who had prior experiences with mHealth services in Bangladesh. The research model was tested using the partial least squares method based upon structural equation modelling. Findings The findings indicated that system quality, performance expectancy, facilitating conditions and social influence were significant to the degree of confirmation and ultimately affect satisfaction and CUI. Surprisingly, service quality and information quality were insignificant. Research limitations/implications This study has added in the field of knowledge by contributing some new thoughts and interpretations of continuance usage modelling for mHealth services. The findings may become beneficial for the government agencies, policymakers, mHealth systems developers and service providers. Originality/value As limited research was found on CUI of mHealth in the integrated view of rural elderly’s value, this research contributes to the extant literature by categorizing key factors that might support to proliferate the continuance usage of this service. Moreover, the contextualization of the related variables and integration of the existing model is theoretically original. Furthermore, because of a generic approach, the findings could be easily modified to assist other developing countries in the planning and up-take of mHealth.

Exploring the Continuance Usage Intention of Travel Applications In the Case of Chinese Tourists

2020 ◽  
pp. 109634802096255
Author(s):  
Yang Liu ◽  
Qi Li ◽  
Tudor Edu ◽  
Iliuta Costel Negricea
Keyword(s):  
Information System ◽  
Perceived Risk ◽  
Perceived Usefulness ◽  
Actual Behavior ◽  
Perceived Trust ◽  
Confucian Values ◽  
Continuance Usage ◽  
Perceived Enjoyment ◽  
Continuance Usage Intention ◽  
Expectation Confirmation

Considering an information system—Confucian user behavior perspective and employing an integrated expectation confirmation model (ECM) and information system success (ISS) model, this study introduces three latent variables: perceived trust, perceived enjoyment and perceived risk, and constructs a travel APP research model on continuance usage intention. By collecting data through questionnaires from Chinese travel APP tourists, the study uses Smart Partial Least Squares to construct the structural equation model. The results show significant positive/negative relationships between information quality(INQ), system quality(SYQ), service quality(SEQ)—expectation confirmation (EC); expectation confirmation (EC)—perceived usefulness (PU), perceived trust(PT), perceived enjoyment (PE)—satisfaction (SAT); perceived usefulness (PU), perceived trust(PT), perceived enjoyment (PE), perceived risk (PR)—satisfaction(SAT); perceived usefulness(PU), satisfaction(SAT)—continuance usage intention. This study expands the travel APP literature by developing and testing the integrated ECM–ISS model, and makes strategical suggestions to travel e-commerce enterprises considering Confucian values. The model can be improved by including Confucian values, expanding the surveyed population and assessing perceptual relationships and the continuance usage intention-actual behavior nexus.

An empirical study on continuance intention of mobile social networking services

2014 ◽  
Vol 26 (2) ◽  
pp. 168-189 ◽  
Author(s):  
Lingling Gao ◽  
Xuesong Bai
Keyword(s):  
Information Quality ◽  
Service Providers ◽  
Network Size ◽  
Perceived Usefulness ◽  
Mobile Service ◽  
System Quality ◽  
Continuance Intention ◽  
Content Type ◽  
Factors Affecting ◽  
Mobile Sns

Purpose – Users' continuance intention is vital to the future of mobile social networking service (SNS) with rapid development and intensive competitions among its providers. The purpose of this research is to identify the factors affecting mobile SNS users' continuance intention. Design/methodology/approach – Data from an online survey administered to 228 mobile SNS users are used to test the research model through the use of structural equation modelling. Findings – The results show that flow, perceived usefulness and satisfaction determine continuance intention of mobile SNS. Moreover, the authors found that referent network size and perceived complementarity are the main factors affecting flow, whereas information quality is the main factor affecting perceived usefulness. Only system quality significantly affects satisfaction. Practical implications – The results imply that mobile service providers need to take the functional characteristics of the mobile SNS (e.g. system quality and information quality), network externalities (referent network size and perceived complementarity) and flow experience into consideration when encouraging users' continuance intention towards mobile SNS. Originality/value – Extant research has focused on initial adoption and usage of mobile SNS and has seldom considered post-adoption usage, which is critical to mobile service providers' success. This research tries to fill the gap by examining continuance intention to use mobile SNS. The theory embedded within the IS success model, network externalities and flow theory articulated that these three research domains can be integrated to better understand the factors that influence mobile SNS users' continuance intention.

scholarly journals Jordanian consumers’ adoption of telebanking

2016 ◽  
Vol 34 (5) ◽  
pp. 690-709 ◽  
Author(s):  
Ali A Alalwan ◽  
Yogesh K. Dwivedi ◽  
Nripendra P. Rana ◽  
Antonis C Simintiras
Keyword(s):  
Conceptual Model ◽  
Self Efficacy ◽  
Structural Equation ◽  
Service Providers ◽  
Perceived Usefulness ◽  
Behavioural Intention ◽  
Convenience Sample ◽  
Content Type ◽  
Novel Technology ◽  
Practical Guidelines

Purpose – The purpose of this paper is to examine the main factors predicting the Jordanian customers’ intention and adoption of telebanking. Design/methodology/approach – Perceived usefulness, trust, and self-efficacy are all formulated over the proposed conceptual model as key factors determining behavioural intention while the adoption of telebanking is supposed to be predicted by both behavioural intention and perceived usefulness. A self-administered questionnaire was allocated to gather the empirical data from a convenience sample of Jordanian banking customers. Structural equation modelling was applied to validate the conceptual model and verify the research hypotheses. Findings – Statistical results largely support the predictive validity of the conceptual model which is able to account for 68 per cent of variance in behavioural intention. Additionally, perceived usefulness, trust, and self-efficacy (listed in order of their influence) are all found to be significant factors predicting behavioural intention. Behavioural intention and perceived usefulness were also confirmed to have significant influence on the adoption behaviour. Research limitations/implications – The data for the current study were obtained by using a convenience sample of Jordanian banking customers; this could negatively reflect on the result generalisability. In addition, this study fully focused on the customers’ perspective; yet, it has not looked at this problem from the service providers’ perspective. Therefore, future studies should look at this challenge from the service providers’ perspective. Originality/value – This study was able to comprise a fundamental contribution by examining the telebanking as a more novel technology in Jordan, which has not been examined yet. Accordingly, the current study has successfully formulated a deep view regarding the most important aspects predicting the Jordanian customers’ intentions towards such an emerging system. This also helps to provide practical guidelines for banks to choose a suitable marketing strategy that could enhance the customers’ adoption of telebanking.

Understanding the determinants of mobile banking continuance usage intention

2019 ◽  
Vol 32 (6) ◽  
pp. 1015-1033 ◽  
Author(s):  
Behzad Foroughi ◽  
Mohammad Iranmanesh ◽  
Sunghyup Sean Hyun
Keyword(s):  
Self Efficacy ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Intention To Use ◽  
Mobile Banking ◽  
Perceived Ease Of Use ◽  
Continuance Intention ◽  
Content Type ◽  
Channel Preference ◽  
Channel Preferences

Purpose The quality of people life and efficiency of banks can be improved by mobile banking (m-banking). The long-term success of m-banking depends on its constant use. The purpose of this paper is to investigate the determinants of m-banking continuance intention to use, using the technology continuance theory (TCT) by including the self-efficacy and channel preference. Design/methodology/approach Empirical data from 369 Malaysian users who had prior experience with mobile banking were analysed, using partial least squares technique. Findings The results confirmed that the TCT model had a high exploratory power in explaining users’ perceived usefulness (PU), satisfaction, attitude and intentions to continue to use m-banking. Furthermore, self-efficacy and channel importance were important drivers of continuance intention in the context of m-banking. According to the results, perceived ease of use has no effect on PU and attitude in the post-adoption stage. Practical implications The findings help bank managers to understand the importance of meeting customers’ needs and expectations as a prerequisite in enhancing their satisfaction and favourable attitude towards m-banking and consequently their continuance intention. Originality/value Based on the TCT model, this study contributes to the limited body of research on continuance intention to use m-banking. Furthermore, self-efficacy and channel preferences were added to the TCT model and the results confirmed the importance of enriching the TCT model to explain continuance intention to use information systems by adding contextual factors.

scholarly journals Continuance adoption of mobile-based payments in Covid-19 context: an integrated framework of health belief model and expectation confirmation model

2020 ◽  
Vol 16 (4) ◽  
pp. 351-369
Author(s):  
Sreelakshmi C.C. ◽  
Sangeetha K. Prathap
Keyword(s):  
Health Belief ◽  
Perceived Usefulness ◽  
Continuance Intention ◽  
Content Type ◽  
Perceived Severity ◽  
Social Distancing ◽  
Integrated Framework ◽  
Mobile Payments ◽  
Payment Services ◽  
Belief Model

Purpose Shifting to mobile-based banking transactions from physical banking transactions can be considered as a social distancing mechanism, which helps to prevent the spread of Covid-19 virus. As the spread of Covid-19 is expected to continue for long, the continued usage of mobile-based payment services as a strategy to maintain social distancing has to prevail. Hence, this study aims to propose an integrated framework of mobile payments adoption and its continuance intention by integrating health belief model (HBM) and expectation confirmation model (ECM) of information system continuance. Design/methodology/approach The subject of the study constitutes new adopters of mobile payments. A total of 654 respondents participated in the survey. The conceptual model was empirically validated using structural equation modeling and serial mediation analysis. Findings The study found that the HBM constructs, namely, perceived severity, perceived susceptibility and self-efficacy significantly influenced adoption/confirmation of mobile-based payment services. The continuance intention was significantly predicted by perceived usefulness and perceived satisfaction. Furthermore, the perceived health threat (comprising perceived severity and perceived susceptibility) indirectly affects continuance intention through confirmation, perceived usefulness and satisfaction. Practical implications There are short-term and long-term implications for the study. Short-term implications include triggering the HBM at policy levels, to adopt mobile payments/banking as a means of social distancing in the wake of the increasing threat of Covid-19 in India. Long-term implication for service providers is to convert adopters into loyal consumers by enhancing usefulness and satisfaction. Originality/value The study proposes a novel attempt to explain the adoption and continuance of mobile-based payment as a preventive health behavior to contain the spread of Covid-19 outbreak. The study proposes an integrated framework of HBM and ECM to explain pre-adoption and post-adoption behavior of consumers with respect to mobile-based payment services during Covid-19 context.

The intentions of Lebanese consumers to adopt mobile banking

2016 ◽  
Vol 34 (3) ◽  
pp. 327-346 ◽  
Author(s):  
Mehmet Haluk Koksal
Keyword(s):  
Self Efficacy ◽  
Design Methodology ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Banking ◽  
Content Type ◽  
Perceived Credibility ◽  
Normative Pressure ◽  
Willingness To Adopt ◽  
Structured Questionnaire

Purpose – The purpose of this paper is to identify the factors that differentiate customers with high intentions to adopt mobile banking from others. This study examined the effect of perceived usefulness, ease of use, perceived credibility, trust, normative pressure, self-efficacy, compatibility, and trialability. It also included demographics as control variables. Design/methodology/approach – The data were collected using the snowball approach. The respondents filled in a structured questionnaire in February 2014 in Beirut, Lebanon. In total, 800 responses were received, 776 of which were completed and analysed. Findings – This study showed that perceived compatibility, trialability, perceived usefulness, ease of use, perceived credibility, and trust positively and significantly discriminate high-mobile banking adopters from low adopters. This study also found that perceived self-efficacy separates customers through their willingness to adopt mobile banking. Originality/value – Although a handful of studies examined the adoption of mobile banking, the factors differentiating customers with high-adoption intentions from other customers have not been extensively addressed in the literature. In an attempt to at least partially address these factors, this study attempts to identify those that lead to high-adoption intentions in Lebanon.

scholarly journals Explaining an Adoption and Continuance Intention to Use Contactless Payment Technologies: During the COVID-19 Pandemic

2021 ◽  
Vol 5 (1) ◽  
pp. 85-95
Author(s):  
Wilert Puriwat ◽  
Suchart Tripopsakul
Keyword(s):  
Consumer Satisfaction ◽  
Structural Equation ◽  
New Technologies ◽  
Explanatory Power ◽  
Perceived Usefulness ◽  
Intention To Use ◽  
Continuance Intention ◽  
Perceived Susceptibility ◽  
Continuance Usage ◽  
Continuance Usage Intention

The COVID-19 pandemic has affected the lives of people and services, pushing them toward new technologies that are in step with the development of a “New Normal” way of life. Contactless technologies have been realized as a mechanism to reduce the risks of infection, accelerating the move to touchless behaviors. The purpose of this study is to develop an Integrated Expectation-Confirmation and Health Belief Model (ECHBM) to explain an adoption and continuance intention to use contactless technologies during the COVID-19 pandemic in Thailand. Based on an empirical research survey of 142 samples, the proposed conceptual model was empirically validated using structural equation modelling (SEM). The study found that perceived usefulness, perceived susceptibility, perceived seriousness, and satisfaction significantly influenced continuance usage intention of contactless payment technologies, whereas perceived usefulness and confirmation were found to be significant determinants of consumer satisfaction. The effect of perceived susceptibility was found to be relatively higher than that of satisfaction, and confirmation was found to have an indirect effect on continuance usage intention through perceived usefulness and satisfaction. The integrated ECHBM model has strong explanatory power (56.8%) to predict customers’ continuance usage intention toward use of contactless payment technologies during the COVID-19 pandemic. The study proposes a novel challenge to explain an adoption and continuance intention to use contactless payment technologies as a protective health behavior to mitigate risks of being infected by COVID-19. Doi: 10.28991/esj-2021-01260 Full Text: PDF

Understanding Mobile Library Apps Continuance Usage in China: A Theoretical Framework and Empirical Study

Libri ◽  
2015 ◽  
Vol 65 (3) ◽  
Author(s):  
Yang Zhao ◽  
Shengli Deng ◽  
Ruoxin Zhou
Keyword(s):  
Information System ◽  
Structural Equation ◽  
Mobile Services ◽  
Perceived Usefulness ◽  
System Quality ◽  
Continuance Intention ◽  
Information System Success ◽  
Continuance Usage ◽  
System Success ◽  
Expectation Confirmation

AbstractWith the pervasiveness of mobile applications (apps), many Chinese libraries have begun to use apps to provide mobile services to users. Although many mobile library (m-library) apps have a high-downloaded rate in the App store, the rate of users continuing to use them remains extremely low, and the acceptance-discontinuance anomaly phenomenon (i.e., users discontinue using a m-library app after initially accepting it) is a common occurrence in China. This study develops an integrated model designed to explain and predict users’ continued usage of m-library apps based on the expectation confirmation model of information system continuance (ECM-ISC) and the theory of information system success, It incorporates habit, as a moderating variable of continuance intention and behaviour, into the model. Empirical data was collected from 396 users who had prior experience with m-library apps and was tested against the proposed research model using structural equation modelling. The results demonstrated that user perceived usefulness, expectation confirmation and satisfaction are important parts of the formation of m-library apps continuance usage. Furthermore, the three components of the information system success model, system quality, information quality and service quality, also have significant impacts on user confirmation and ultimately affect continuance usage. And the negative influence of habit on continuance intention and behaviour has been supported. The study will be useful for Chinese libraries to better understand users’ continuance usage behaviour and service demands, and in turn to optimize the function of apps and improve the quality of mobile services.

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