Customer acceptance of mobile banking services: Use experience as moderator

Using an integrated conceptual model that incorporated the theories of unified theory acceptance and use of technology, social cognition, and institution-based trust, in the context of mobile banking (m-banking) use, I investigated the moderating effect of use experience on the relationships among the factors of acceptance (performance expectancy, effort expectancy, self-efficacy, and structural assurance) and behavioral intention to use m-banking. Data for empirical testing of the model were obtained through a survey of 401 retail-banking customers in South Africa. Although the proposed model was supported by the data, the moderating effects of use experience on the factors of behavioral intention were nonsignificant, except in the relationship between structural assurance and behavioral intention. The implications of these findings for efforts aimed at accelerating the acceptance of m-banking services are discussed.

Download Full-text

Challenges and factors influencing initial trust and behavioral intention to use mobile banking services in the Philippines

Asia Pacific Journal of Innovation and Entrepreneurship ◽

10.1108/apjie-08-2017-029 ◽

2017 ◽

Vol 11 (2) ◽

pp. 246-278 ◽

Cited By ~ 17

Author(s):

Jason Lim Chiu ◽

Nelson C. Bool ◽

Candy Lim Chiu

Keyword(s):

Behavioral Intention ◽

The Philippines ◽

Demographic Variables ◽

Mediating Effect ◽

Intention To Use ◽

Mobile Banking ◽

Initial Trust ◽

Banking Services ◽

Content Type ◽

Behavioral Intention To Use

PurposeThis paper aims to assess the direct effects of antecedents of initial trust, the mediating effect of trust and the moderating effect of demographic variables on non-adopters’ behavioral intention to use mobile banking. Design/methodology/approachThe study tested the models of theory of reasoned action and theory of planned behavior to evaluate potential antecedents of trust (diffusion of trust, infrastructure quality, perceived costs, privacy and security) moderators (demographic variables) and mediators (initial trust) that will influence behavioral intention to use mobile banking. The Hayes’ Process Macro developed by Andrew F. Hayes (2013) was used as a statistical analysis in SPSS to estimates the path coefficients using multiple regression. The tool provides insights on the direct and indirect effect of the independent variable on the dependent variable through the existence of moderating variables and mediation variables. FindingsThe results show that the non-adopters of mobile banking asserted that the antecedents of initial trust played a significant influence on behavioral intention to use online banking services. Originality/valueThere is a dearth of literature addressing mobile banking in the Philippines. The first initial trust formation in internet banking using computer workstations and laptops in the Philippines was conducted by Chiu et al. (2016). This research fills in the gap by expanding and formulating a deeper understanding of the antecedents of initial trust that influence consumer behavioral intention that might be responsible for the slow diffusion of mobile banking services in the country. The results from this study will help financial institutions create a beneficial connection with consumers while alleviating the fears of non-adopters and enhancing their understanding of the benefits of mobile banking.

Download Full-text

Factors Influencing Behavioral Intention to Use Mobile Banking

International Journal of Business and Social Science ◽

10.30845/ijbss.v9n9p2 ◽

2018 ◽

Vol 9 (9) ◽

Author(s):

Myra V. De Leon

Keyword(s):

Behavioral Intention ◽

Intention To Use ◽

Mobile Banking ◽

Factors Influencing ◽

Behavioral Intention To Use

Download Full-text

An Islamic Bank's Customers' Approach to Gamify Mobile Banking

International Journal of Online Marketing ◽

10.4018/ijom.2021100102 ◽

2021 ◽

Vol 11 (4) ◽

pp. 23-40

Author(s):

Aysegul Sagkaya Gungor ◽

Yusuf Ihsan Kurt

Keyword(s):

Mobile Banking ◽

Islamic Banks ◽

Banking Services ◽

Performance Expectancy ◽

Promising Tool ◽

And Performance ◽

And Gender ◽

Facilitating Conditions ◽

Behavioral Intention To Use ◽

Positive Effect

Making customers adopt mobile banking is a great challenge for banks, and especially for Islamic banks. This study investigates the factors that could predict the customers' use intention of the mobile banking services of Islamic banks by applying the conceptual model of UTAUT2. The model was further extended with gamification, as a promising tool to ease the adoption, while discussing the moderating effect of age and gender for all variables. The applied questionnaire to collect data has resulted in 205 respondents. The findings implied that facilitating conditions, habit, price value, and performance expectancy are effective variables in Islamic banking customers' behavioral intention to use m-banking. Gamification has a positive effect only when customers are younger than 30. It is further discovered that only the customers 30 and older had performance expectancy. Regarding gender differences, the only finding is the men's greater interest in the price value.

Download Full-text

An Empirical Study of User Acceptance Behaviours of Internet Banking in Tunisia Using UTAUT2 Model

International Journal of Innovation in the Digital Economy ◽

10.4018/ijide.2021100102 ◽

2021 ◽

Vol 12 (4) ◽

pp. 16-34

Author(s):

Wadie Nasri

Keyword(s):

Structural Equation ◽

Positive Impact ◽

Internet Banking ◽

Equation Model ◽

Behavioural Intention ◽

Mobile Banking ◽

Use Of Technology ◽

Proposed Model ◽

Facilitating Conditions ◽

Internet Banking Services

The conceptual model proposed was based on the extended unified theory of acceptance and use of technology (UTAUT2). The proposed model was empirically tested using survey data provided by 203 respondents and was analyzed using a structural equation model (SEM). The analysis results indicated that performance expectancy, effort expectancy, social influence, and facilitating conditions show a significant positive impact on the users' behavioural intention to use internet banking services. However, price value, hedonic motivation, and habit do not positively influence the behavioural intention. This study offers Tunisian banks some guidelines to develop strategies and to improve their services in order to increase the adoption of mobile banking by their customers.

Download Full-text

The moderating role of cultural factors in the adoption of mobile banking in Brazil

International Journal of Innovation Science ◽

10.1108/ijis-11-2017-0119 ◽

2019 ◽

Vol 11 (1) ◽

pp. 63-81 ◽

Cited By ~ 2

Author(s):

Alexandre da C. Goularte ◽

Silvia Novaes Zilber

Keyword(s):

Theoretical Model ◽

Behavioral Intention ◽

Cultural Dimensions ◽

Mobile Banking ◽

Content Type ◽

Five Dimensions ◽

Cultural Variables ◽

Use Of Technology ◽

Country Culture ◽

The Impact

Purpose This study aims to evaluate the impact of country culture, represented by Hofstede cultural dimensions, in the adoption of Brazilian mobile banking services. Design/methodology/approach Based on the replication of a theoretical model previously tested in Mozambique (Africa) that combines the extended version of the unified theory of acceptance and use of technology (UTAUT2) with the five Hofstede cultural dimensions, this study tested that model in another emerging country, Brazil, using partial least squares (PLS) as a modeling method. Findings Replication showed that the cultural dimensions do not present strong significance in the moderation of the use of mobile banking. In fact, out of the five dimensions tested, three were not significant and two showed weak significance (p < 0.10): collectivism and short-term orientation. Those results, contrasting with that one presented by Baptista and Oliveira (2015), made sense under Ajzen’s theory (1991) – the TPB, leading to the conclusion that the moderation of cultural dimensions on behavior use is not applicable. Originality/value The authors concluded that the tested model may not be adherent, finding a theoretical gap to be explored in future studies: the moderation of the behavioral intention by cultural variables proposed by Hofstede. That finding supported the proposition of a new theoretical model, which considers the moderation of cultural dimensions in another place: behavioral intention to use mobile banking instead of the behavior use, as proposed by Baptista and Oliveira (2015). So, based on the research results and based on some authors cited in this study (Choi et al., 2014; Chou, 2013; Srite and Karahanna, 2006), it is proposed to insert Hofstede cultural variables as moderators of independent variables on the behavioral intention.

Download Full-text

An Empirical Examination of Factors Influencing the Behavioral Intention to Use Zakat-Based Crowdfunding Platform Model for Countering the Adverse Impact of COVID-19 on MSMEs in Indonesia

International Conference of Zakat ◽

10.37706/iconz.2020.218 ◽

2020 ◽

pp. 203-218

Author(s):

Sulaeman Sulaeman ◽

Sri Yayu Ninglasari

Keyword(s):

Behavioral Intention ◽

Online Survey ◽

Adverse Impact ◽

Primary Data ◽

Empirical Examination ◽

Factors Influencing ◽

Use Of Technology ◽

The Government ◽

Facilitating Conditions ◽

Behavioral Intention To Use

ABSTRACT This study aims to examine the behavioral intention of the Muslim crowd funders to use the Zakat-based crowdfunding platform model by adopting the concept of the Unified Theory of Acceptance and Use of Technology (UTAUT) Model. The platform model, as an intermediary between Muslim crowd funders and MSMEs, provides financing services for MSMEs to fight any kind of situation/pandemic like COVID-19 nowadays. This study used the primary data that is collected by using the online survey questionnaires, and then the analysis is conducted using partial least squares (PLS) regression. The empirical study shows that all the variables except for facilitating conditions have a significant positive effect on the intention of Muslim crowd funders to use the Zakat-based crowdfunding platform model. The present study will help the government and policymakers to plan appropriate intervention strategies to minimize the adverse impact of the COVID-19 pandemic on MSMEs in Indonesia. Furthermore, the study will contribute to the existing literature especially on the factors influencing the adoption of the Zakat-based crowdfunding platform model.

Download Full-text

Acceptance and use of mobile banking: an application of UTAUT2

Journal of Enterprise Information Management ◽

10.1108/jeim-03-2018-0055 ◽

2019 ◽

Vol 32 (1) ◽

pp. 118-151 ◽

Cited By ~ 23

Author(s):

Kwame Owusu Kwateng ◽

Kenneth Afo Osei Atiemo ◽

Charity Appiah

Keyword(s):

User Experience ◽

Educational Level ◽

Financial Institution ◽

Personal Digital Assistant ◽

Primary Data ◽

Mobile Banking ◽

Financial Industry ◽

Banking Services ◽

Content Type ◽

Use Of Technology

PurposeMobile banking (m-banking) can be defined as a service offered by a bank or any other financial institution that allows the customers of such establishments to carry out a variety of banking operations via a mobile device, such as a mobile phone, tablet or personal digital assistant. The purpose of this paper is to examine factors that influence customers to adopt and subsequently use m-banking services in Ghana using the unified theory of acceptance and use of technology 2 (UTAUT2) model with age, educational level, user experience and gender as moderators.Design/methodology/approachUsing questionnaire survey, the study sampled 300 users of m-banking services in Ghana as respondents. The primary data collected were analyzed using SmartPLS software.FindingsFindings of the study indicate that Habit, Price Value and Trust are the main factors influencing adoption and use of m-banking in Ghana. Individual differences of gender, age, educational level and user experience responded differently as they moderate the relationship between UTAUT2 constructs and use bahaviour. The applicability of UTAUT2 model was confirmed in the context of the research.Practical implicationsM-banking is a new phenomenon in Ghana’s financial industry, thus it is imperative to understanding the customer adoption behavior. The outcome will aid financial institutions to develop strategies that will sustain the interest of consumers to embrace m-banking.Originality/valueThis paper is among the first ever known attempts to examine m-banking adoption in Ghana using UTAUT2 model.

Download Full-text

Factors Influencing Online Hotel Booking: Extending UTAUT2 with Age, Gender, and Experience as Moderators

Information ◽

10.3390/info10090281 ◽

2019 ◽

Vol 10 (9) ◽

pp. 281 ◽

Cited By ~ 1

Author(s):

Chia-Ming Chang ◽

Li-Wei Liu ◽

Hsiu-Chin Huang ◽

Huey-Hong Hsieh

Keyword(s):

Social Influence ◽

Behavioral Intention ◽

Performance Expectancy ◽

Factors Influencing ◽

Use Of Technology ◽

Proposed Model ◽

Use Behavior ◽

Hotel Managers ◽

And Behavior ◽

Hotel Booking

As people feel more comfortable using the Internet, online hotel bookings has become popular in recent years. Understanding the drivers of online booking intention and behavior can help hotel managers to apply corresponding strategies to increase hotel booking rates. Thus the purpose of this study is to investigate the factors influencing the use intention and behavioral intention of online hotel booking. The proposed model has assimilated factors from the extended Unified theory of Acceptance and use of Technology (UTAUT2) along with age, gender, and experience as moderators. Data were collected by conducting a field survey questionnaire completed by 488 participants. The results showed that behavioral intention is significantly and positively influenced by performance expectancy, social influence, facilitating condition, hedonic motivation, price value, and habit behavior. Use behavior is positively influenced by facilitating condition and hedonic motivation. As for moderators, gender moderates the relationships between performance expectancy, social influence, and behavioral intention. Age moderates the relationships between effort expectancy, social influence, hedonic motivation, and behavioral intention. Experience moderates the relationships between social influence, price value, and behavioral intention and between habit behavior and use behavior. Based on the results, recommendations for hotel managers are proposed. Furthermore, research limitations and future directions are discussed.

Download Full-text