Effect of inherent innovativeness and consumer readiness on attitudes to mobile banking

Abstract

Despite the strong evidence that many consumers relish their experience with mobile banking, others indicate that some segments may not be comfortable with these emerging digitized platforms due to certain inherent personal traits. Drawing insights from the socio-psychology and innovation/SSTs adoption literature, this paper tested a structural model with inherent innovativeness as an antecedent variable, and consumers' attitude to M-banking, as a mediator to their future usage intention. The moderating effect of consumer readiness on the hypothesized relationship between consumers' attitudes and intention to use mobile banking was also examined. The model was tested on survey data from 720 respondents from the United Kingdom (UK). Findings show that inherent innovativeness significantly explain attitudes to mobile banking. There was, however, mixed outcomes concerning the effects of three dimensions of consumer readiness on the link between attitudes and intention to use mobile banking. The results show that only ability exert a positive and a significant effect on the examined relationship. The effects of motivation and role clarity seemed insignificant. The findings from this paper can help retail bank managers improve their channel and promotional decisions in order to enhance the service experience of relevant segments

Customer readiness to co-production of mobile banking services: a customer-only co-production perspective

“…First, this work complements and expands the work of other scholars (e.g. Meuter et al 2005 ; Auh et al 2007 ; Ho and Ko 2008 ; Fragidis et al 2014 ; Sekhon et al 2016 ; Frimpong et al 2017 ) by proposing the concept of customer readiness for co-production within the customer-only co-production context and by empirically identifying and testing its antecedents and corollary. Second, the findings provide empirical support for the call by several scholars for customer active participation in services (e.g.…”

“…In understanding customer readiness to co-produce service, Opata and colleagues have conceptualised this as “customer willingness to participate in value co-creation” (Opata et al 2019 ) whilst others have conceptualised this as “Willingness of a Customer to Co-create (WCC)”, which they defined as “a condition or state in which a customer is prepared and likely to create value together with the company by actively engaging in the service provision and consumption” (Heidenreich and Handrich 2015 : 46). Other have further conceptualised this as customer readiness, which refers to a customer’s state of preparedness to engage in co-production (Yalley and Sekhon 2014 ; Sekhon et al 2016 ) with some scholars identifying customer readiness as moderating the relationship between consumers’ attitudes and intention to use M-banking (Frimpong et al 2017 ).…”

“…Luo et al 2010 ), consumer attitudes, intension and user profile of M-banking services (e.g. Laforet and Li 2005 ; Chaouali et al 2017 ; Frimpong et al 2017 ), technological readiness, adoption and diffusion of M-banking services (e.g. Luo et al 2010 ; Alalwan et al 2016 ; Sharma and Al-Muharrami 2018 ; Shareef el al.…”

Exploring the Factors Affecting Consumer Acceptance of Proximity M-Payment Services

“…Yet consumers' adoption and usage of this m-service is characterized as a complex process due to interplay of many factors that are under-researched so far [2]. According to Adapa and Roy [5] and Frimpong et al [6] there are technology-, social-, channel-and personal-related factors affecting consumer behavior towards SSTs usage intentions. Although, there are many studies that have used different well-known theoretical frameworks to investigate the adoption of p-mps, there aren't studies that have examined the interplay of all the aforementioned groups of factors in order to better understand the potential customers' decision making process, towards p-mps usage.…”

“…Thus, the purpose of this study is to identify the factors affecting the p-mps adoption process and the degree of influence of each factor leading p-mps usage intentions. Drawing on the studies of Adapa and Roy [5] and Frimpong et al [6], four groups of innovation adoption drivers (i.e. innovation features; social context; channel credibility; and personal characteristics) mainly affect SST's usage intentions.…”