FACTORS AFFECTING INDIVIDUAL CUSTOMERACCEPTANCE OF MOBILE BANKING SERVICES IN VIETNAM

The study determines the influence of transaction costs, favorable conditions, hedonic motivation, security awareness, social influence and beliefs, expected performance and trust as significant factors affecting the intention to use mobile banking services. The results of the study show that the statistically significant relations of these factors, from the highest to the lowest, are as follows: favorable conditions, hedonic motivation, the value of transaction costs, security awareness, social influence and beliefs, and finally, the expected performance.

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Intention to use m-banking application: an empirical study in Ho Chi Minh City

Independent Journal of Management & Production ◽

10.14807/ijmp.v12i2.1256 ◽

2021 ◽

Vol 12 (2) ◽

pp. 637-653

Author(s):

Phuong Viet Le-Hoang

Keyword(s):

Factor Analysis ◽

Multiple Regression Model ◽

Perceived Usefulness ◽

Influential Factor ◽

Ho Chi Minh City ◽

Intention To Use ◽

Mobile Banking ◽

Factors Affecting ◽

Expected Performance ◽

Insight Into

The research aims to explore, measure, and analyze factors affecting the intention to use Mobile Banking (M-Banking) of customers in Ho Chi Minh City. The author conducts a convenient sampling, including 600 participants. The method of the research is the Exploratory Factor Analysis (EFA) and a multiple regression model. The results show that there are six factors such as perceived ease to use (EU), perceived usefulness (PU), trust (TR), expected performance (PE), social influence (SI), Facilitating condition (FC) affect the adoption of M-Banking. In which, Facilitating condition is the most influential factor, and expected performance is the least influential factor. Also, this study proposes some recommendations to develop an M-Banking application to help customers gain more insight into the bank as well as actively select the M-Banking application as a reliable transaction method.

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Factors Affecting Sustainable Intention to Use Mobile Banking Services

SAGE Open ◽

10.1177/21582440211029925 ◽

2021 ◽

Vol 11 (3) ◽

pp. 215824402110299

Author(s):

Phaninee Naruetharadhol ◽

Chavis Ketkaew ◽

Niracha Hongkanchanapong ◽

Piranat Thaniswannasri ◽

Techin Uengkusolmongkol ◽

...

Keyword(s):

Technology Acceptance ◽

Structural Equation ◽

Equation Modeling ◽

Intention To Use ◽

Mobile Banking ◽

Banking Services ◽

Factors Affecting ◽

Self Service ◽

Acceptance Model ◽

Self Service Technology

This study aims to (a) identify perception factors that affect current mobile banking (M-banking) consumers’ continuous use of the technology, (b) explain the self-service technology (STT) dimensions that affect customers’ behavioral intention, and (c) be able to offer recommendations to the banking industry or other organizations related to M-banking in terms of developing M-banking services in the future. Analyzed data were collected from 688 existing Thai M-banking users through online questionnaires. This study used the SPSS and AMOS statistical programs to analyze the data by applying structural equation modeling based on SSTs’ service qualities and the technology acceptance model (TAM). From the results, this analysis shows positive and significant relationships among SSTs’ service qualities, perception, and sustainable intention to use M-banking services. This study provides vital knowledge related to essential characteristics of M-banking as an STT that could assist banking institutions and application providers in enhancing their M-banking products. Moreover, this study adds to the knowledge area of SSTs’ service qualities in financial mobile application dimensions.

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Mobile banking adoption and usage among Generation Y Malaysians

F1000Research ◽

10.12688/f1000research.73459.1 ◽

2021 ◽

Vol 10 ◽

pp. 1170

Author(s):

Momen Tarawneh ◽

Lan Thi Phuong Nguyen ◽

Yong Fie

Keyword(s):

Perceived Risk ◽

Interface Design ◽

Credit Card ◽

Internet Banking ◽

Intention To Use ◽

Mobile Banking ◽

Design Quality ◽

Banking Services ◽

Factors Affecting ◽

Actual Use

Background: By 2018, Malaysian mobile banking services made the third-largest amount of banking transactions, following credit card and Internet banking. In addition, it significantly contributes to the banking industry by providing easier transactions to banking consumers. This study examined factors affecting the intention to use, and the actual use of mobile banking services in Malaysia. Methods: Two main theories of the unified theory of acceptance and use of technology (extended version, UTAUT2), and the model of perceived risk, were used to propose a modified framework. Based on the non-probability sampling method, the data were collected from 504 respondents. The data vas analyzed using SPSS and PLS-SEM to derive the findings. Results: The study's findings revealed that the independent variables could explain 55.3% of the variance in mobile banking use and 60.3% of variance in intention to use variables. Moreover, it demonstrated that common factors that have significantly affected the actual use and intention to use mobile banking were habit, facilitating condition, and interface design quality. In contrast, perceived risk and intention to use were found to only have significant impacts on the use of mobile banking, while effort expectancy was found to only have a significant impact on the intention to use. Conclusions: The findings of this study provide significant new knowledge on mobile banking, from which mobile banking providers and interface designers can develop potential solutions to increase the usage of mobile banking services in Malaysia. However, using a qualitative method, the proposed model could only explain 55% of actual use and 60% of intentional use. Thus, additional variables and qualitative techniques may help increase the understanding on the actual use and intention to use.

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Understanding and Predicting Behavioral Intention to Adopt Mobile Banking

Journal of Global Information Management ◽

10.4018/jgim.2019070110 ◽

2019 ◽

Vol 27 (3) ◽

pp. 182-202 ◽

Cited By ~ 5

Author(s):

Ilyoo Barry Hong

Keyword(s):

Social Influence ◽

Influence Factors ◽

Intention To Use ◽

Mobile Banking ◽

Personal Factors ◽

Banking Services ◽

Intention To Adopt ◽

Research Findings ◽

Survey Responses ◽

Number Of Customers

Although mobile banking provides cost-saving opportunities as well as convenient banking experience for customers, today's banks still face challenges when deploying the technology because a good number of customers are reluctant to use mobile banking for personal reasons. This article is an empirical investigation of the determinants of the intention to use mobile banking services. The determinants are grouped into two categories including personal factors and social influence factors. The authors conducted an empirical analysis using 751 survey responses collected from present users of mobile banking services. The results of the analysis reveal that all the personal factors have positive relationships with the intention to use mobile banking services. On the other hand, it was found that of the social influence factors, perceived herding behavior has a significantly positive relationship with the intention to use mobile banking services, whereas subjective norm is not significantly related to the intention. The authors provide practical as well as academic implications of the research findings.

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User Motivation and Acceptance of Mobile Services in Nigeria

International Journal of E-Adoption ◽

10.4018/ijea.2018070105 ◽

2018 ◽

Vol 10 (2) ◽

pp. 70-81 ◽

Cited By ~ 4

Author(s):

Okocha Olabisi Foluke

Keyword(s):

Social Influence ◽

Mobile Services ◽

Ease Of Use ◽

Perceived Usefulness ◽

Mobile Service ◽

Intention To Use ◽

Mobile Banking ◽

Perceived Ease Of Use ◽

Banking Services ◽

Economic Issues

This study was designed to investigate the factors that influence the motivation and acceptance of mobile services in Nigeria. This understanding is valuable for improved commercialization of telecommunication services, and in the customer relationship management process as the success of mobile service adoption is dependent on user needs. Three separate questionnaires were designed and used as the major instrument of data collection. A purposive sampling method was adopted for the study; three hundred and ten questionnaires were administered on three different categories of respondents. Data analysis was carried out using principal component analysis, regression and logistic regression. The results showed that for entertainment services (caller tunes), informational services (internet modem) and mobile banking services, the major motivating factor for its use was the preference of the song, convenience in browsing and convenience in banking respectively whereas the major preventing factor was high cost for entertainment services and internet modem service and insufficient information for mobile banking. Results also showed that for entertainment services perceived usefulness, perceived ease of use, social influence and economic issues where important in determining a user's intention to use but for the internet modem service perceived ease of use is the only significant factor in determining a user's intention to use. For mobile banking services, social influence and economic issues are significant in determining use. It is therefore imperative for telecommunication firms to study and consider the unique characteristics of each mobile category and use these findings in the design of their services.

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What keeps Islamic mobile banking customers loyal?

Journal of Islamic Marketing ◽

10.1108/jima-08-2017-0090 ◽

2019 ◽

Vol 10 (2) ◽

pp. 525-542 ◽

Cited By ~ 2

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.

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An Empirical Analysis of Mobile Banking Adoption in Vietnam

10.31219/osf.io/94zxp ◽

2020 ◽

Author(s):

Bui Nhat Vuong

Keyword(s):

Mobile Phone ◽

Structural Equation ◽

Banking Sector ◽

Service Providers ◽

The Body ◽

Equation Modeling ◽

Perceived Behavioral Control ◽

Intention To Use ◽

Mobile Banking ◽

Banking Services

Mobile phones with banking technology are becoming more readily available in Vietnam. Similarly, many financial institutions and mobile phone service providers are teaming up to provide several banking services to customers via the mobile phone. However, the number of people who choose to adopt or use such technologies is still relatively low. Therefore, there is a need to assess the acceptance of such technologies to establish factors that hinder or promote customer’s intention to use mobile banking. Survey data collected from 452 consumers was analyzed to provide evidence. Results from the partial least squares structural equation modeling (PLS-SEM) using the SmartPLS 3.0 program indicated that perceived easy to use, perceived credibility, usefulness, attitude, perceived behavioral control and subjective norm are significant with respect to the customer’s intention to use mobile banking services. The results of the data analysis contribute to the body of knowledge by demonstrating that the above factors are critical in intention to use mobile banking in a developing country context. The finding of this study can also help marketers in the banking sector offer more suitable marketing strategies in their field in order to make higher attractiveness with mobile banking

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FACTORS AFFECTING CUSTOMER SATISFACTION AND RECOMMENDATION OF MOBILE BANKING SERVICES IN MOROCCO

European Journal of Management and Marketing Studies ◽

10.46827/ejmms.v6i3.1131 ◽

2021 ◽

Vol 6 (3) ◽

Author(s):

Samir Boujaddaine ◽

Ahmed Taqi

Keyword(s):

Customer Satisfaction ◽

Banking Sector ◽

Mobile Banking ◽

Banking Services ◽

Factors Affecting ◽

Satisfaction Index ◽

Index Model ◽

American Customer Satisfaction Index ◽

Indirect Relationship ◽

The Relationship

This paper is an application of a variation of American Customer Satisfaction index model in the context of Moroccan banking sector. We specifically chose mobile banking and added a variable that is the service recommendation factor, the results of our work have proved that the hypotheses proposed by our model are validated except the relationship between the perceived quality and customer satisfaction and which can be explained by the indirect relationship through the perceived value. JEL: M31, Z33 Article visualizations:<img src="/-counters-/edu_01/0852/a.php" alt="Hit counter" />

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