Advancing Task-Technology Fit Theory: A formative measurement approach to determining task-channel fit for electronic banking channels

Abstract

Since the advent of contingency theory in organisational research, the notion of 'fit' has continuously grown in importance. The fit concept is evident in a variety of theories in information systems (IS) research as well. In particular, task-technology fit (TTF) theory is recognised as an important development in IS theory. The incorporation of fit constructs into IS models has led to a need to develop reliable and valid methods for measuring fit. In this chapter, we extend TTF theory by proposing and developing a model and measurement approach for task-channel fit (a variation on the TTF concept, concerned with electronic banking channels). We thoroughly test our conceptualisation of fit using a series of focus group discussions. Following a parallel-instruments approach, we develop and test a survey instrument for assessing task-channel fit, wherein TCF is modelled as a formative measure. Data gathered from 280 respondents are used to rigorously test the measurement model. Analysis of the data supports the overall soundness of the proposed deviation-score measurement approach. Opportunities for applying this approach in future research are discussed.

Literature review of mobile banking and individual performance

“…Customers interact with their banks today through multiple channels. Branches, ATM, telephone banking, internet banking, and m-banking are all efficient ways of selling products and services to banking customers (Hoehle and Huff, 2012). The evolution from a focus on local-centric (branches and ATM) to place-centric (internet banking) and then to equipment-centric (accessible anywhere, 24 hours per day and 7 days a week) has yielded benefits in the form of time savings and shorter customer queues.…”

“…m-banking and internet banking are commonly perceived as two similar alternative self-service channels for banks to deliver products and services for their customers (Thakur, 2014). Many banks are encouraging theirs customers to adopt self-service technology, which allows additional benefits such as cost savings and cross-selling activity (Hoehle and Huff, 2012; Sharma and Govindaluri, 2014; Sharma et al , 2015; Al-Somali et al , 2009). At the same time, offering different multi-channel services and products enhances the relationship between banks and their customers (Laukkanen, 2007).…”

Satisfaction of Using Mobile Banking in Islamic Banks: TTF and Information Quality Perspective

“…Sharia banking investment in the development of mobile banking digitalization, to provide convenience to customers in Fintech transactions, facilitate customers in banking transactions without visiting branch offices, and offer easy access to banking services and products and other fintech products. This also allows banks to get additional benefits such as cost savings (Hoehle and Huff, 2018) [3].…”

Examining Mobile Banking Adaptation among College Students Using Technology Acceptance Model (TAM)

“…By providing such services through their mobile application, banks would be able to reduce the number of customers visiting their branches which means that banks would be able to reduce their cost of hiring more staff and opening new branches as their customer base increases. To achieve such goals, bank invest heavily on developing user friendly platforms for their mobile banking (Hoehle & Huff, 2012). As a result of banks investments in digital banking, AlAli and AlAli 2020found that the level of staffing in banks has seen a global decline in the past years due to the introduction of technology aided banking, such as e-banking and m-banking.…”