Explaining customer’s continuance intention to use mobile banking apps with an integrative perspective of ECT and Self-determination theory

2018 ◽  
pp. 79-112 ◽  
Author(s):  
Rajeev Ranjan Kumar ◽  
◽  
D Israel ◽  
Garima Malik ◽  
◽  
...  
Keyword(s):  
Self Determination Theory ◽  
Self Determination ◽  
Intention To Use ◽  
Mobile Banking ◽  
Continuance Intention

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 Predicting Students’ Behavioral Intention to Use Open Source Software: A Combined View of the Technology Acceptance Model and Self-Determination Theory

2020 ◽  
Vol 10 (8) ◽  
pp. 2711 ◽  
Author(s):  
F. José Racero ◽  
Salvador Bueno ◽  
M. Dolores Gallego
Keyword(s):  
Open Source ◽  
Open Source Software ◽  
Behavioral Intention ◽  
Self Determination Theory ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Self Determination ◽  
Intention To Use ◽  
Acceptance Model ◽  
Behavioral Intention To Use

This study focuses on students’ behavioral intention to use Open Source Software (OSS). The article examines how students, who were trained in OSS, are motivated to continue using it. A conceptual model based on Self-Determination Theory and the Technological Acceptance Model (TAM) was defined in order to test the behavioral intention to use OSS, comprising six constructs: (1) autonomy, (2) competence, (3) relatedness, (4) perceived ease of use, (5) perceived usefulness and (6) behavioral intention to use. A survey was designed for data collection. The participants were recent secondary school graduates, and all of them had received mandatory OSS training. A total of 352 valid responses were used to test the proposed structural model, which was performed using the Lisrel software. The results clearly confirmed the positive influence of the intrinsic motivations; autonomy and relatedness, to improve perceptions regarding the usefulness and ease of use of OSS, and; therefore, on behavioral intention to use OSS. In addition, the implications and limitations of this study are considered.

scholarly journals A(n) (a)symmetric perspective towards task-technology-performance fit in mobile app industry

2019 ◽  
Vol 32 (5) ◽  
pp. 887-912 ◽  
Author(s):  
Naser Valaei ◽  
S.R. Nikhashemi ◽  
Gregory Bressolles ◽  
Hwang Ha Jin
Keyword(s):  
User Satisfaction ◽  
Structural Equation ◽  
Income Group ◽  
Mobile App ◽  
Performance Characteristics ◽  
Intention To Use ◽  
Mobile Banking ◽  
Continuance Intention ◽  
Content Type ◽  
Lower Income Group

Purpose The purpose of this paper is to examine (a)symmetric features of task-technology-performance characteristics that are most relevant to fit, satisfaction and continuance intention of using apps in mobile banking transactions. Design/methodology/approach Exploratory factor analysis was used with maximum likelihood extraction and Varimax rotation on a separate sample of 183 mobile banking apps users prior to the main data collection. The theoretical model was tested applying a factor-based structural equation modelling approach to a sample of 250 experienced mobile banking apps users. Findings The study unveiled that the task and performance characteristics are more relevant compared to technology characteristics when doing transactions via apps. In addition, the findings uncovered that user satisfaction and continuous intention to use apps stem from the degree of fit in online transactions. The findings of moderation analysis highlighted that users in the lower income group are more concerned about the performance characteristics of banking apps, and there are no differences across age and gender groups. Surprisingly, technology characteristic has a nonlinear nature and this study shows potential boundary conditions of technology characteristics in degree of fit, user satisfaction and continuance intention to use apps. Practical implications Findings from the conditional probabilistic queries reveal that with 83.3 per cent of probability, user satisfaction is high when using apps for banking transactions, if the levels of fit, task, performance and technology characteristics are high. Furthermore, with 72 per cent of probability, continuance intention to use apps is high, if the levels of performance and task characteristics are high. Originality/value Contributing to task-technology fit theory, this study shows that performance characteristics need to be aligned with task and technology characteristics in order to have better fit when using apps for online banking transactions.

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.

Integration of DeLone and McLean and self-determination theory in internet banking continuance intention context

2019 ◽  
Vol 27 (3) ◽  
pp. 512-528 ◽  
Author(s):  
Samar Rahi ◽  
Mazuri Abd.Ghani
Keyword(s):  
Service Quality ◽  
Self Determination Theory ◽  
Internet Banking ◽  
Self Determination ◽  
Continuance Intention ◽  
Content Type ◽  
Delone And Mclean ◽  
Intrinsic Regulation ◽  
Use Of Internet ◽  
Identified Regulation

Purpose The proliferation of information technology has changed the banking system globally. Internet technology has not only allowed banks to offer products and services but also improved their ability to retain customers. This study aims to examine internet banking user’s continuance intention by integrating two well-known theories DeLone and McLean information system success model (D&M) and self-determination theory (SDT). Design/methodology/approach The research model was tested using survey data from 398 customers of commercial banks. The respondents were internet banking users. Data were analyzed using structural equation modeling. Findings The results revealed that internet banking user continuance intention is jointly determined by information quality (INFQ), service quality, satisfaction, introjected regulation, external regulation, intrinsic regulation and identified regulation. The integrated model explained 75.4 per cent variation in customer’s continuance intention to use internet banking. The results suggested that intrinsic regulation and identified regulation were the most important human motivation factors that drive customer’s intention toward continue use of internet banking. Practical implications The findings imply that managers seeking user satisfaction should focus on INFQ and service quality to enhance user continuance intention. Policymakers should focus on intrinsic and identified regulation of internet banking users. Some of the ways banks can do this is to develop enjoyable internet banking website with kind of reward system, activities that have the charm of novelty, challenge or aesthetic significance will help to improve user’s intention to continue use of internet banking. Originality/value This study contributes to the literature by integrating D&M and SDT in continuance intention and different from several traditional studies that had investigated the initial acceptance of internet banking users.

scholarly journals Task Technology Fit in Online Transaction Through Apps

2018 ◽  
pp. 236-251
Author(s):  
Naser Valaei ◽  
S. R. Nikhashemi ◽  
Hwang Ha Jin ◽  
Michael M. Dent
Keyword(s):  
User Satisfaction ◽  
Mobile Apps ◽  
Task Characteristics ◽  
Intention To Use ◽  
Mobile Banking ◽  
Continuance Intention ◽  
Online Transactions ◽  
Task Technology Fit ◽  
Task Characteristic

The purpose of this chapter is to examine what aspects of task-technology characteristics are most relevant to fit, satisfaction, and continuance intention of using apps in mobile banking transactions. Applying the SEM approach to a sample of 250 Malaysians, the findings of this chapter imply that the task characteristic of transaction-based apps is more relevant than technology characteristics. The results suggest that degree of fit is highly associated with mobile apps user satisfaction. Furthermore, the higher the degree of fit, the higher is the continuance intention to use apps for online transactions. Surprisingly, the findings show that the task characteristics are not relevant to continuous intention to use apps for online transactions.

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