Continued Intention to Use of M-Banking in Jordan by Integrating UTAUT, TPB, TAM and Service Quality with ML

Abstract

Mobile banking is a service provided by a bank that allows full remote control of customers’ financial data and transactions with a variety of options to serve their needs. With m-banking, the banks can cut down on operational costs whilst maintaining client satisfaction. This research examined the most crucial factors that could predict the Jordanian customer’s continued intention toward the use of m-banking. Following the proposed model, the research was conducted by using a self-conducted questionnaire and the responses were collected electronically from a convenience sample of 403 Jordanian customers of m-banking through social networks. The suggested model was adapted from the theory of planned behavior (TPB), the unified theory of acceptance and use of technology (UTAUT), and the technology acceptance model (TAM). The research model was further expanded by considering the factors of service quality and moderating factors (age, gender, educational level, and Internet experience). The collected data of customers were analyzed, validated, and verified by using a structural equation modeling (SME) approach including a confirmatory factor analysis (CFA), in addition to machine learning (ML) methods, artificial neural network (ANN), support vector machine (SMO), bagging reduced error pruning tree (RepTree), and random forest. Results showed that effort expectancy, performance expectancy, perceived risk, perceived trust, social influence, and service quality impacted behavioral intention, whereas facilitating conditions did not. Furthermore, behavioral intention impacted upon word of mouth and facilitating conditions (the latter regarding the continued intention to use m-banking), and had the highest coefficient value. Results also confirmed that all moderating factors affect the behavioral intention to continue using m-banking applications.

Evaluating the Perceived Quality of Mobile Banking Applications in Croatia: An Empirical Study

“…Kumar et al [27] discovered that perceived ease of use, perceived usefulness, personal innovation, subjective norms, and trust have a significant impact on mobile banking adoption intention in India. Findings of a recent study on the adoption of mobile banking in Jordan [28] suggest that performance expectancy, effort expectancy, social influence, perceived risk, perceived trust, and service quality are important predictors of behavioral intention, while facilitating conditions turned out to be not significant in that context. Despite the positive trend in the popularity of mobile banking, uptake of mobile banking applications has remained deplorably low, especially in third-world countries [29,30].…”

Factors Affecting the Use of Social Networks and Its Effect on Anxiety and Depression among Parents and Their Children: Predictors Using ML, SEM and Extended TAM

“…This study used an extended model TAM to study the influence of parents’ anxiety and depression on children’s anxiety and depression when using SNs. The research used CFA, SEM, and five ML methods to validate and verify the findings as in [ 88 , 89 , 90 , 91 ]. The research found that there is a high correlation between parents’ depression and anxiety with children’s depression and a weak correlation with children’s anxiety.…”

Explanation Of E-Service Quality and Actual Use of M-Banking

“…Prior studies have established that attitude is crucial in shaping one's behavioural intentions in various innovation contexts, such as purchasing from e-commerce retailers Wu, Huang, and Fu (2011): electronic social insurance (Egea & González, 2011) and e-commerce (Beiginia, Besheli, Soluklu, & Ahmadi, 2011;Crespo & Del Bosque, 2010;Grandón, Nasco, & Mykytyn Jr, 2011). The effect of attitude on behavioral intention on m-banking has also been studied by many researchers (Abu-Taieh et al, 2022;Naruetharadhol et al, 2021;Wessels & Drennan, 2010) H8: Attitudes towards using m-banking have a positive effect on behavioral intentions in the use m-banking.…”