Adaptation behaviour in using one-stop smart governance apps: an exploratory study between digital immigrants and digital natives

Qian, Zhendong; Peng, Guochao; Liu, Caihua; Zhang, Zuopeng; Jasimuddin, Sajjad M.

doi:10.1007/s12525-022-00538-y

Cited by 7 publications

(5 citation statements)

References 93 publications

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“…Individuals aged 36–45 were not included in the survey to increase variance between the digital cohorts. In the second step, following Zhang et al (2022), four additional criteria were used: First, the respondent's age when they used a mobile app the first time (DN if before they turned 25 years/DI if used after they turned 25 years). The next three criteria used a 10‐point scale (an average score >5 for DN, ≤5 for DI): to what extent they feel using mobile apps is an integral part of their life (indeed 10 … 1 not really), how competent they are in using mobile apps (very competent 10 … 1 not competent), and how fast they learn to use mobile apps (very fast 10 … 1 very slow).…”

Section: Methodsmentioning

confidence: 99%

“…The 'digital divide' between DNs and DIs has been discussed to affect an individual's response to technology use (Agárdi & Alt, 2022;Zhang et al, 2022). Therefore, understanding their experience perceptions in mobile banking is crucial.…”

Section: Digital Cohortsmentioning

confidence: 99%

“…While DIs (baby boomers and Generation X) (Kirk et al, 2015; Prensky, 2001) have transitioned from personal computers to handheld devices, DNs (Generation Y and Z) have grown up using interactive technologies and smartphones (Kumar & Lim, 2008). The ‘digital divide’ between DNs and DIs has been discussed to affect an individual's response to technology use (Agárdi & Alt, 2022; Zhang et al, 2022). Therefore, understanding their experience perceptions in mobile banking is crucial.…”

Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

“…In contrast, DIs encountered these technologies later in life (Prensky, 2001), leading to contrasting consumption experiences (Filho et al, 2021;Furini, 2014;Kirk et al, 2015;Metallo & Agrifoglio, 2015;Zhang et al, 2022).…”

Section: Introductionmentioning

confidence: 99%

“…DNs, who grew up surrounded by digital technologies, are familiar with interactive and mobile devices from an early age (Palfrey & Gasser, 2011). In contrast, DIs encountered these technologies later in life (Prensky, 2001), leading to contrasting consumption experiences (Filho et al, 2021; Furini, 2014; Kirk et al, 2015; Metallo & Agrifoglio, 2015; Zhang et al, 2022).…”

Section: Introductionmentioning

confidence: 99%

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A digital cohort analysis of consumers' mobile banking app experience

Sharma

2023

Int J Consumer Studies

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The literature on mobile banking has extensively explored various mechanisms underlying service acceptance and continuation. However, there is a lack of research on how the service experience and outcomes differ between digital natives (users born after the digital age) and digital immigrants (users born before the digital age). This study aims to fill this gap by investigating how mobile banking application experience, satisfaction and continued use intention interrelationships differ between digital natives and digital immigrants. The study posits that four components of mobile banking application experience (pragmatic, ease of use, emotional and sensorial) drive continued use intention directly and indirectly through satisfaction. The hypothesized relationships are analysed using a sample of 215 digital natives and 203 digital immigrants and employing the multi‐group analysis in the partial least squares structural equation modelling technique. The study finds that while pragmatic, ease of use and emotional experiences significantly predict satisfaction and continued use, the pattern of associations varies across the digital cohorts. Sensorial experience was consistently found to be insignificant. Satisfaction mediated between the experience dimensions and continued use. The findings suggest that bank managers should recognize the relevant experiences to achieve the satisfaction and continued use of the digital cohorts.

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Section: Methodsmentioning

confidence: 99%

Section: Digital Cohortsmentioning

confidence: 99%