A Review of Theories on Technology Acceptance: The Case of Mobile Banking User Retention in Saudi Arabia

2015 ◽  
Vol 72 (5) ◽  
Author(s):  
Basheer Mohammed Al-Ghazali ◽  
Amran Md Rasli ◽  
Rosman Md Yusoff
Keyword(s):  
Saudi Arabia ◽  
Service Quality ◽  
Technology Acceptance ◽  
Customer Service ◽  
Geographic Location ◽  
Measurement Model ◽  
Retention Rates ◽  
Mobile Technologies ◽  
Mobile Banking ◽  
Banking Services

Mobile technologies have become a crucial functional element of modern organizations. They provide uninterrupted access to information, regardless of the user’s geographic location and time. Customer service, quality, satisfaction and retention are key proponents of measuring success and profitability in any organization. Due to the exponential growth of information technology, banks face dual competitive pressures to provide service quality and administrative efficiency. Accordingly, banks need to retain their existing users of mobile banking (m-banking) services to be able to benefit long term from this sustained usage behavior. The problem for banks is that the current understanding of determinants of m-banking sustained usage is limited. We propose some modifications to the DeLone and McLean Model (2003) of Information Systems Success in light of descriptive and relational studies, whereby the universal model may be applicable in post adoption user retention context. Using the findings of the review of theories and models, banks in Saudi Arabia can improve their m-banking strategies to achieve higher retention rates of existing users of m-banking services. While this study focused on m-banking user retention in the Saudi Arabian context catering to post adoption scenario, the purpose of this study is also to establish a universal measurement model for post adoption user perception of m-banking services, with global applicability. 

Scale Development and Validation for Measuring the Adoption of Mobile Banking Services

2019 ◽  
Vol 20 (2) ◽  
pp. 434-457 ◽  
Author(s):  
Deepak Chawla ◽  
Himanshu Joshi
Keyword(s):  
Factor Analysis ◽  
Technology Acceptance ◽  
Reliability And Validity ◽  
Measurement Model ◽  
Developed Countries ◽  
Internet Banking ◽  
Mobile Internet ◽  
Ease Of Use ◽  
Mobile Banking ◽  
Banking Services

Mobile banking (m-banking) has provided new opportunities to banks to engage more effectively with customers. With increasing smartphone penetration and affordable internet connectivity, both urban and rural India are witness to an increase in the number of mobile internet users. A majority of the recent studies on m-banking are focused on developed countries. Among Indian studies, a majority of them focus on internet banking, not many exist that explore the factors which influence user attitude (ATT) and intentions to adopt m-banking. This article aims to propose a scale to study m-banking adoption and validate it in the Indian context. An exploratory study was conducted through a literature review, a focus group discussions and some personal interviews. Exploratory factor analysis (EFA) was carried out which resulted in seven factors labelled as ease of use (EOU), ATT, lifestyle (LS), convenience (CON), efficiency (EFF), trust (TR) and behavioural intention (BI). The measurement model was estimated using confirmatory factor analysis to test the reliability and validity of the scale. The study improves the technology acceptance model (TAM) by adding TR, CON and EFF as relevant factors. The scale also integrates LS to the existing factors and focuses on both socio-technical aspects. The scale can be used by banks to assess how consumers perceive their m-banking service and identify gap areas and opportunities for developing viable m-banking services.

Factors Influencing the Adoption of Mobile Banking: Perspective Bangladesh

2014 ◽  
Vol 3 (2) ◽  
pp. 199-220 ◽  
Author(s):  
Farhana Yasmin Liza
Keyword(s):  
Technology Acceptance ◽  
Perceived Risk ◽  
Risk Mitigation ◽  
Critical Factor ◽  
Mobile Technologies ◽  
Special Focus ◽  
Social Risk ◽  
Mobile Banking ◽  
Banking Services ◽  
Factors Influencing

With the convergence of banking services and mobile technologies, users are able to conduct banking services at any place and at any time through mobile banking. This research examines the factors influencing the adoption of mobile banking in Bangladesh, with a special focus on trust, perceived cost and perceived risk including the facets of perceived risks: performance risk, security/privacy risk, time risk, social risk and financial risk. The research model includes the original variables of extended technology acceptance model (TAM2). Data for this study was collected through a structured questionnaire survey in townships around Dhaka. The research has found that customers will consider adopting mobile banking as long as it is perceived to be useful and easy to use. But the most critical factor for the customer is cost; the service should be affordable. Trust was found to be significantly negatively correlated to perceived risk. Thus, trust plays a role in risk mitigation and in enhancing customer loyalty.  

Pengaruh Kualitas Layanan, Nilai Nasabah, Kepercayaan dan Kepuasan Terhadap Loyalitas Nasabah Pengguna Layanan Mobile Banking Syariah

2020 ◽  
Vol 19 (3) ◽  
pp. 134-158
Author(s):  
Yulia Widi Astuti ◽  
Ratno Agriyanto ◽  
Ahmad Turmudzi
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Service Users ◽  
Mobile Banking ◽  
Banking Services ◽  
Insignificant Effect ◽  
Banking Service ◽  
The City

This study analyzes the effect of service quality, customer value, trust and satisfaction on customer loyalty at Bank Syariah Mandiri. The problem in this research is: how to increase customer loyalty of mobile banking service users at BSM. This study used 100 respondents using mobile banking services at BSM in the city of Semarang. Data analysis using SEM with the Smart PLS 3 computer program. The results showed that, among other things, service quality had a positive and insignificant effect on loyalty. Customer value has a positive and significant effect on loyalty. The effect of trust on customer loyalty has a positive and insignificant effect. Meanwhile, satisfaction has a positive and significant effect on loyalty.

scholarly journals What keeps Islamic mobile banking customers loyal?

2019 ◽  
Vol 10 (2) ◽  
pp. 525-542 ◽  
Author(s):  
Mohamed Asmy Bin Mohd Thas Thaker ◽  
Md Fouad Bin Amin ◽  
Hassanudin Bin Mohd Thas Thaker ◽  
Anwar Bin Allah Pitchay
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Mediating Effect ◽  
Primary Data ◽  
Islamic Banking ◽  
Intention To Use ◽  
Mobile Banking ◽  
Continuance Intention ◽  
Banking Services ◽  
Content Type

Purpose This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. Design/methodology/approach The primary data are collected from the survey administered to 250 customers in the Klang Valley and the analysis is conducted using partial least squares (PLS). Findings Based on the findings, continuance intention of using Islamic mobile banking services was found to be depended on the usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, the mediating effect of Islamic mobile banking services continuance adoption is significantly influenced by customer satisfaction and trust. Research limitations/implications The sample size and area of study become the obvious limitations, and interpretation of the results and conclusion cannot be as generalised. In addition, as the respondents of this study are existing customers who have used Islamic mobile banking services at least once, relying on the perception of one key informant might imply cognitive biases. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the customers’ continuance intention in using Islamic mobile banking services. Practical implications By understanding these continuance intention factors amongst the customers, it would help the industry player particularly Islamic banking to plan and strategise appropriate policies and support necessary programmes on diversifying and promoting financial transaction using mobile banking services amongst their existing and potential customers. Originality/value This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focuses on loyalty towards Islamic mobile banking services. The paper is considered to be the first attempt to examine the factors that influence Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services.

scholarly journals Customer's Adoption of Mobile Government Services: The Role of Trust and Information Privacy

2021 ◽  
Vol 9 (1) ◽  
pp. 20-27
Author(s):  
Dr. Sulaiman Althuwaini ◽  
Dr. Mohamed Saleh Salem
Keyword(s):  
Saudi Arabia ◽  
Technology Acceptance ◽  
Mobile Services ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Technologies ◽  
Security And Privacy ◽  
Intention To Use ◽  
Government Services ◽  
The Impact

The purpose of the study is to examine the factors that impact the intention of Saudi citizens to use a mobile government smartphone application (Absher). Saudi Arabia seeks to invest and develop the infrastructure of the government’s mobile services, to be one of the leading countries in the region. Smartphone applications backed by mobile technologies have changed mobile services use which permit anywhere at any time access. Drawing on technology acceptance theories and relevant literature, this study developed and tested a structural model that integrates factors perceived usefulness, perceived ease of use, perceived privacy and trust in order to investigate the predictors of Absher use intention in the Saudi Arabia. The proposed model is tested using structural equation model (SEM) on data collected using an online questionnaire. Statistical analysis revealed that intention to use Absher was significantly associated with perceived trust, security and privacy, ease of use, and usefulness. Drawing on the technology acceptance model and trust theory, this study develops and empirically examines a model for users' intention to use mobile government services. This study contributes to the marketing literature by examining the impact of PU, PEOU and trust on mobile government services acceptance in developing countries.

scholarly journals Service Quality of Mobile Banking Services in ICICI Bank Limited

2019 ◽  
Vol 12 (05) ◽  
pp. 649-664 ◽  
Author(s):  
R. Ayswarya ◽  
D. Sarala ◽  
P. Muralidharan ◽  
M. Ilankadhir
Keyword(s):  
Service Quality ◽  
Mobile Banking ◽  
Banking Services

scholarly journals Factors Determining the Use and Acceptance of Mobile Banking in Colombia

2021 ◽  
Vol 9 (4) ◽  
pp. 44-74
Author(s):  
Maria Camila Bermeo Giraldo ◽  
Martha L. Benjumea-Arias ◽  
Alejandro Valencia-Arias ◽  
Iván A. Montoya-Restrepo
Keyword(s):  
Technology Acceptance ◽  
Customer Service ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Intention To Use ◽  
Mobile Banking ◽  
Perceived Trust ◽  
Confirmatory Factor ◽  
Perceived Security ◽  
Acceptance Model

The purpose of this paper is to identify the factors that influence the acceptance and use of mobile banking among users in Medellín (Colombia). The factors we propose are built upon on seven constructs (customer service and support, perceived attitude, perceived usefulness, ease of use, perceived trust, intention to use, and perceived security), which were developed based on the Technology Acceptance Model (TAM) and the literature. We collected the data from 220 questionnaires self-administered by mobile banking users in Medellín. Subsequently, we conducted a confirmatory factor analysis to determine the correlation between the set of observed variables and the constructs defined in the proposed acceptance model. We empirically conclude that the use of mobile banking among the population under study is mainly influenced by users’ perceived usefulness, perceived trust, and ease of use. The results show a strong correlation between perceived trust and perceived security and between perceived usefulness and intention to use.  

scholarly journals Mobile banking adoption: a rural Zimbabwean marketing perspective

2015 ◽  
Vol 13 (1) ◽  
pp. 195-204
Author(s):  
Pinigas Mbengo ◽  
Maxwell A. Phiri
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Service Providers ◽  
Marketing Mix ◽  
Behavioural Intention ◽  
Mobile Banking ◽  
Market Segment ◽  
Banking Services ◽  
Intention To Adopt ◽  
Acceptance Model

The purpose of this paper is to explore and discuss the determinants that inhibit mobile banking adoption by the rural unbanked in Zimbabwe. The researchers conducted an extensive literature search. The references consulted were categorically analysed and articles were considered to compile the findings of this paper. The study provides a contribution to practice by providing a better understanding of issues associated with mobile banking diffusion mechanisms that aid the adoption of mobile banking systems. The main findings of the research indicate that there is a slow and often annoying adoption of mobile banking within Zimbabwe by the rural unbanked due to a considerable number of inhibitive factors. This research reveals the nature of adoption that may reliably inform service providers about strategies to consider when appealing to this market segment. The study also shows that mobile banking adoption cannot ignore the use of marketing oriented factors in order to avoid the assumption of being myopic by considering only the product based variables to assess behavioural intention to adopt mobile banking services as identified in Technology Acceptance Model. However, the literature review also reveals that there are virtually no substantive theoretical researches which adequately extend the TAM using all the marketing mix elements. Therefore Technology Acceptance Model is extended using the marketing mix elements to better predict the behavioural intention to adopt mobile banking by the rural unbanked. This research, having studied the behaviour of the rural unbanked, argues that mobile banking service providers are likely to develop tailor-made integrated marketing mix strategies in order to financially include this market segment. The paper recommends for future research to use the additional marketing mix elements of physical evidence, processes and people in the adoption of mobile banking services by the rural unbanked.

scholarly journals An Empirical Study of Students’ Acceptance of Online Education during the COVID-19 Pandemic in Saudi Arabia

2021 ◽  
Vol 4 (3) ◽  
pp. p8
Author(s):  
Dalal Bamufleh ◽  
Lama Talat Alradady
Keyword(s):  
Saudi Arabia ◽  
Online Education ◽  
University Students ◽  
Technology Acceptance ◽  
Structural Equation ◽  
Measurement Model ◽  
Equation Modeling ◽  
Use Of Technology ◽  
Acceptance Model ◽  
The University

This paper seeks to explore factors that determine the university student’s acceptance and adoption behavior towards online education platforms in Saudi Arabia (SA) during the COVID-19 pandemic. The research relied mainly on two theories: Unified Theory of Acceptance and Use of Technology (UTAUT), and the Technology Acceptance Model (TAM). Five different constructs were utilized from those theories to investigate the university student’s intention toward using online education platforms. The proposed model and its five hypotheses were tested by conducting a quantitative survey across social media to university students from different regions around SA. For the model validity, the measurement model was analyzed using a structural equation modeling technique applied using SmartPLS software. The survey sample consisted of 708 university students in different regions of SA. The analysis results show that Performance Expectancy (PE) and Facilitating Conditions (FC) affect students’ Attitude toward Using (ATU) and that ATU positively affects Behavioral Intention (BI). Nevertheless, Effort Expectancy (EE) is not significantly related to ATU. Thus, the level of difficulty in using the online education platform is not an effective determinant factor that would change the student’s attitude.

scholarly journals Critical Factors Influencing the Behavioral Intention of Consumers towards Mobile Banking in Malaysia

2020 ◽  
Vol 10 (1) ◽  
pp. 5265-5269
Author(s):  
Z. U. Rehman ◽  
F. A. Shaikh
Keyword(s):  
Technology Acceptance ◽  
Behavioral Intention ◽  
Perceived Risk ◽  
Negative Relationship ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Critical Factors ◽  
Banking Services

Mobile banking services are widely adopted in developed and developing countries, while their adoption by Malaysian consumers is relatively low. The effective adoption of mobile banking mostly depends on consumers. This study’s objective was to examine the factors that influence Malaysian customers’ behavioral intention toward mobile banking. A detailed literature review was conducted in order to identify the critical factors that affect mobile banking users. The research model was based on the Technology Acceptance Model, investigating the additionally perceived risk. Primary data were collected from 384 generation Y bank customers. Structure equation modeling through Smart-PLS was used for data analysis. Results revealed that consumers’ behavioral intention was significantly and positively influenced by perceived usefulness and ease of use, while a significant negative relationship was found between consumers’ behavioral intention and perceived risk. The findings also revealed a mediating relationship of attitude between perceived usefulness, ease of use and risk, and behavioral intention to use mobile banking. The study provides appropriate guidelines to Malaysian banks and mobile banking application developers for the effective implementation and design of mobile banking services.

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