Consumers’ Resistance to Using Mobile Banking: Evidence From Thailand and Taiwan

Yu, Chian-Son; Chantatub, Wachara

doi:10.7903/ijecs.1375

Cited by 148 publications

(224 citation statements)

References 32 publications

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“…Previous studies confirm that 40%-90% of innovations fail (Gourville 2006). Even though banks are aware of those adoption cues, customer participation in mobile banking has grown lower than expected (Shaikh & Karjaluoto 2015;Yu & Chantatub 2016).…”

Section: Literature Reviewmentioning

confidence: 95%

“…Internet banking is considered to be the preferred channel for account access and basic banking transactions (Nel & Boshoff, 2014). The expected growth in mobile banking usage has not materialised over the past decade (Yu, & Chantatub, 2016: Wafi, 2016. This may be attributed to the view that mobile banking is not perceived as a trusted channel for banking transactions (Nel & Boshoff, 2014;Ernst & Young, 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Ernest and Young's (2017) global consumer banking survey found that 41 % of Irish consumers were using online banking, while just under 32% use mobile banking. However, its growth rate relative to other mobile services such as instant messaging and micro blogging means that mobile banking may be considered a slow-diffusion innovation (Garcia et al 2007;Shaikh & Karjaluoto, 2015;Yu & Chantatub, 2016).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Previous research on mobile banking adoption provided valuable clues in formulating strategies in banking technology innovation (Yu & Chantatub 2016). Factors affecting consumer participation in innovations, such as perceived usefulness, perceived ease-of use, and relative advantages were investigated (Gurtner et al, 2014).…”

Section: Literature Reviewmentioning

confidence: 99%

See 3 more Smart Citations

Mobile Banking Adoption: An Exploration of The Behavioural Intention of Consumers in Ireland

2019

JAF

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This paper investigates mobile banking adoption in Ireland and identifies constructs that influence consumers' behavioural intentions to adopt mobile banking. A survey tested relationships between proposed factors and consumers' behavioural intentions. Findings indicate perceived trust, perceived usefulness and compatibility are important influencing factors on consumers' behaviour. The paper concentrates on six factors affecting behavioural intention to adopt mobile banking. There is a high probability that consumers adopt mobile banking if it is compatible with beliefs, values and, lifestyleexperiences. Few studies addressed mobile banking applications on mobile devices in developed nations, nor explored reasons for/against mobile banking adoption in Ireland.

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Section: Literature Reviewmentioning

confidence: 95%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

See 2 more Smart Citations

Mobile Banking Adoption: An Exploration of The Behavioural Intention of Consumers in Ireland

2019

JAF

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“…Banks are advised to change consumers' negative image about using m-banking services by executing experiential marketing. Experiential marketing is effective in increasing willingness and changing the thoughts of consumers who have a negative image about m-banking (Yu & Chantatub, 2016).…”

Section: Findings and Implicationsmentioning

confidence: 99%

An Empirical Examination of Customers’ Mobile Phone Experience and Awareness of Mobile Banking Services in Mobile Banking in Saudi Arabia

Alkhaldi

2017

IJIKM

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Aim/Purpose: This work aims to understand why a disparity between the popularity of smart phones and the limited adoption of m-banking exists. Accordingly, this study investigates factors that affect a person’s decision to adopt m-banking services. Such an investigation seeks to determine if and to what extent customers’ mobile phone experience as well as their awareness of m-banking services influence their intention to use such services? Background: This study developed a conceptual model to determine the influence that users’ mobile phone experience as well as users’ awareness of m-banking services had on users’ behavioral intention to use m-banking in Saudi Arabia. Methodology: The quantitative method used to collect data was a survey questionnaire tech-nique. A questionnaire with non-structured (close-ended) questions was formulated. A random sample, targeting banking customers in Saudi Arabia, was selected. This study collected data using a cross-sectional survey. Of those surveyed, 389 provided valid responses eligible for data analysis. SPSS v.22 was used to analyze the data. Contribution: This study produced helpful results and a new m-banking conceptual model. The developed conceptual model focused integrally on users’ awareness and experience as antecedents of m-banking adoption and highlighted the im-portance of differentiating between measuring the users’ characteristics in adopting e-banking in general and m-banking services in particular. In addition, this type of model has the ability to synthesize new control variables as well as to study technology acceptance in developing countries. This study, based on an extended UTAUT model, set out to discover what factors might affect customers’ intentions to use m-banking in Saudi Arabia. Findings: The results show that service awareness has a direct effect on performance and effort expectancy, but not on perceived risk. Moreover, mobile phone experience fails to impact the relationships in the same hypothesized direction. As anticipated, performance expectancy, effort expectancy, and perceived risk have direct and significant effects on behavioral intentions to use m-banking. However, customer awareness fails to impact the relationships of performance expectancy, effort expectancy, and perceived risk on behavioral intentions to use m-banking. Recommendations for Practitioners: Banks should target customers by distributing useful information and applying measures to increase acceptance. Banks need to introduce something imaginative to convince bank customers to abandon existing service channels and adopt m-banking services. Banks should make m-banking services the easiest service for conducting bank transactions and/or help customers conduct transactions that they cannot do any other way. Recommendation for Researchers: Other factors, such as trust, culture, and/or credibility should be investigated along with user’s awareness and experience factors in m-banking services. There is a need to focus on a specific type of m-banking. Thus, it may be fruitful to study the adoption of different systems of m-banking services. Impact on Society: This study suggests that m-banking services should be designed and built based on a deep understanding of customers’ needs using extensive testing to assure that applications and sites function well in a mobile setting. Future Research: Future researchers should apply the conceptual model developed in this study in different settings, different countries, and to different technologies.

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Acceptance factors of Zara's shopping app among fashion consumers during COVID‐19

Gil‐Cordero

Ledesma‐Chaves

Baena‐Luna

2023

J of Consumer Behaviour

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Online sales in the textile sector are undergoing a comprehensive renewal process as a result of COVID-19. This article analyzes how the pandemic has influenced the ZARA brand in its sales channel through its mobile application (app). This analysis has been carried out through the development of a UTAUT 2 model into which the constructs of Corporate Social Responsibility (CSR) and Design have been incorporated. Based on a sample of 736 Spanish people, an anonymous online questionnaire was distributed, and the responses were modeled using structural equations with Smart-PLS. From the results obtained and their interpretation, it is evident how, when purchasing textile products through the app, consumers are indifferent to the CSR of the brand, while design, ease of condition, and habit are shown as the elements that exert the greatest influence on the buyer. Despite being a growing trend within companies, the importance of CSR actions is not yet a determining factor in the intention to use fashion apps. Perhaps in a situation of uncertainty, consumers seek refuge in a well-known brand, without assessing whether the company is aligned with the interests of its environment. In times of COVID-19, users have changed their shopping habits, directly influencing online shopping. But what are the acceptance factors of these apps during this COVID-19 era? For this study, we have analyzed the ZARA fashion app through a sample of users in Spain, where the app has a higher number of active users.

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Consumers’ Resistance to Using Mobile Banking: Evidence From Thailand and Taiwan

Cited by 148 publications

References 32 publications

Mobile Banking Adoption: An Exploration of The Behavioural Intention of Consumers in Ireland

Mobile Banking Adoption: An Exploration of The Behavioural Intention of Consumers in Ireland

An Empirical Examination of Customers’ Mobile Phone Experience and Awareness of Mobile Banking Services in Mobile Banking in Saudi Arabia

Acceptance factors of Zara's shopping app among fashion consumers during COVID‐19

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