Purpose
Providing high-quality e-banking services is considered a basic strategy for attracting and retaining customers with electronic-banking platforms. The purpose of this paper is to empirically investigate a comprehensive moderated mediated mechanism for enhancing customer loyalty toward e-banking platforms via e-banking service quality (EBSQ) practices. Reliability, website design, privacy and security and customer service and support are the dimensions of EBSQ.
Design/methodology/approach
Data were collected through structured questionnaires from a sample of 1,028 e-banking users in India. To test the hypotheses, a structural equation modeling approach was used.
Findings
The findings showed that of the EBSQ dimensions, reliability along with privacy and security enhanced customer loyalty to e-banking. The initial trust in e-banking mediates the effects of EBSQ dimensions on customer loyalty except for website design. The mediation effects of initial trust varied between high and low-involved consumers.
Research limitations/implications
This study was conducted with e-banking users in one country using cross-sectional data. Hence, the model should be replicated among e-banking users in other countries and with the longitudinal data.
Practical implications
Establishing a loyal customer base is an important goal for banks. This study demonstrates which specific EBSQ dimensions banks should emphasize to enhance consumers’ initial trust and loyalty toward e-banking services.
Originality/value
This study suggests a moderated mediated mechanism for enhancing customer loyalty to e-banking, which incorporates initial trust as a mediator and consumer involvement as a moderator. It applies cognitive-motivation-relational theory to link EBSQ dimensions with customer loyalty. Thus, this study enables a better understanding of this theory in the e-banking context.
This study aims to identify the factors affecting mobile payment (m-payment) adoption intention in India by proposing a conceptual framework based on technology acceptance model (TAM). In addition to construct of TAM, four user-centric constructs have been added to evaluate m-payment adoption intention in India. The proposed research framework was empirically tested by data collected from 381 potential m-payment service users, through online and offline survey. Data were analysed using structural equation modelling (SEM) technique. The results exhibit that perceived ease of use (PEOU), perceived usefulness (PU), trust, and self-efficacy (SE) have a significant positive impact on m-payment adoption intention. However, subjective norms (SN) and personal innovativeness (PI) have no significant impact on m-payment adoption intention. Findings of the study have important theoretical and practical implications, particularly to understand important user-centric factors affecting m-payment adoption.
The purpose of this study is to explore how different dimensions of online convenience impact mobile banking (m-banking) adoption intention. The findings from 432 banking users show that access convenience, transaction convenience, and possession/post-possession convenience predict m-banking adoption intention, with the chief driver being the possession/post-possession convenience. Further, results suggest that the intention to adopt m-banking leads to m-banking adoption and usage. These findings offer unique insights to banks about how to make m-banking platforms more convenient for enhancing the pace of m-banking adoption intention and usage. This study also makes several contributions to the mobile commerce and online convenience literature.
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