An empirical examination of the moderating role of age and gender in consumer mobile banking use: a cross-national, quantitative study

Abstract

PurposeDespite the benefits of mobile banking services in an increasingly digitised world, adoption rates remain unsatisfactory. The present cross-national study examines age- and gender-dependent variations of consumer intentions and use of mobile banking services.Design/methodology/approachThe study analyses consumer mobile banking use by integrating factors such as with trust, security and privacy and it examines the effects of these factors among two demographic factors including age and gender. 897 Lebanese and British mobile banking users completed a survey. Data was analysed by partial least squares-structural equations modelling.FindingsConsumer behavioural intention was significantly moderated by age through its relationship with facilitating conditions and trust among Lebanese respondents, and performance expectancy, effort expectancy, hedonic motivation, price value and habit among their British counterparts. As for gender, a significant moderating effect was evidenced in the Lebanese, but not the British sample, on the level of performance expectancy, effort expectancy, facilitating conditions, price value and perceived security.Originality/valueThe findings provide evidence of the applicability of the new factors proposed in this research. The reflection of the influence of these demographic factors in a cross-national context provides insights into mobile banking adoption variation between different countries.

Effects of UTAUT 2 Model on the Use of BCA Mobile Banking in Indonesia

“…Facilitating conditions are defined as a security to consumers because facilities and supporting system to use technology innovation were available (Venkatesh et al, 2003in Owusu Kwateng et al, 2018. The use of mobile and internet banking still existed, and it was strongly related various resources and infrastructures, such as smartphone and internet connection (Tarhini et al, 2016in Merhi et al, 2020. In general, the existing users had tendency to face more challenges in processing new and complex information, so it affected their learning about new technology (Morris et al, 2005;Plude & Hoyer, 1985in Owusu Kwateng et al, 2018.…”

“…For example, in the marketing research, to test the value attached to product/service, price/cost analysis was generally considered in relation to the quality of product/service (Zeithaml, 1988in Owusu Kwateng et al, 2018. Users tended to use the desired technology with sufficient benefits to offset the monetary costs required (Oliveira et al, 2014in Merhi et al, 2020. In the context of mbanking, the price value can be explained by the trade-off between the costs incurred for downloading, installing and using the application without taking into account the perceived value of its use (Thusi & Honey, 2020).…”

“…In the context of mbanking, the price value can be explained by the trade-off between the costs incurred for downloading, installing and using the application without taking into account the perceived value of its use (Thusi & Honey, 2020). Moreover, perceptions of price value were suggested to be adjusted with social roles (which vary according to age), a theory which was then validated in the context of the IS study (Venkatesh et al, 2012in Merhi et al, 2020. Research performed by Owusu Kwateng et al, 2018;Merhi et al, 2020 andAlalwan et al, 2018 stated that price value provided significant effect on behavior intention.…”

“…Moreover, perceptions of price value were suggested to be adjusted with social roles (which vary according to age), a theory which was then validated in the context of the IS study (Venkatesh et al, 2012in Merhi et al, 2020. Research performed by Owusu Kwateng et al, 2018;Merhi et al, 2020 andAlalwan et al, 2018 stated that price value provided significant effect on behavior intention. However, research performed by El-Masri & Tarhini (2017) and Thusi & Maduku (2020) found the opposite, where price value did not provide significant effect on behavior intention.…”

Effect of Customer Lifestyles on the Awareness of “MobiCash” Banking Services of Wahda Bank in Libya

“…Therefore, commercial banks looking for alternative consumers may seek to comprehend why e-banking is not accepted by customers, mainly by current workers (Choudhury& Bhattacharjee, 2015). In a crossnational sense, the expression of these factors' impact suggests approachings into the variation in mobile banking adoption between different countries Merhi, et al (2020). Recently, Malm and Toyama ( 2021) asserted that mobile phones' economic benefits are primarily for active parts of life, with a few customers in Tanzina.…”