Examining the role of customers' intrinsic motivation on continued usage of mobile banking: a relational approach

Abstract

PurposeThis research seeks to establish the roles of marketer-driven relationship-building strategies – relationship-marketing orientation and knowledge sharing with customers on intrinsic customer motivation and the continued usage of mobile banking apps.Design/methodology/approachAn online survey was conducted among 342 m-banking users in India. Data were analyzed and the hypotheses were tested using structural equation modeling.FindingsRelationship-marketing orientation was found to have a positive and significant influence on customer intrinsic motivation and knowledge sharing with customers. Customer intrinsic motivation was found to play a dual role as a driver of continued mobile banking usage and as an intervening mechanism between relationship-marketing orientation and continued usage of mobile banking.Research limitations/implicationsThis research was conducted only in one country. It was therefore not possible to consider varying regulations across markets and their effects on continued usage of mobile banking.Originality/valueFirst time in the m-banking literature, this research establishes the pivotal role of intrinsic customer motivation in the continued usage of mobile banking. While evaluating drivers of continued usage of m-banking, most studies considered various aspects of the technology itself. This research instead evaluates consumer-centric and marketer-led antecedents in driving the continued usage of mobile banking.

Mobile banking service quality and customer value co-creation intention: a moderated mediated model

“…In light of this absence of research, there have been a limited number of recent attempts to evaluate the post-adoption issues, including (Abdul Rahim et al, 2021;Poromatikul et al, 2020;Siyal et al, 2019) continuance usage (Banerjee and Sreejesh, 2022;Inan et al, 2021), the preparedness of customers to recommend m-banking apps (Chaouali et al, 2019;Stocchi et al, 2019), and a readiness to pay for continued usage of an m-banking app (Stocchi et al, 2019). Though, up to now, only two researches (Mostafa, 2020;Ngo et al, 2021) have focused on CVCI in the mobile banking sector.…”

“…, 2020; Siyal et al. , 2019) continuance usage (Banerjee and Sreejesh, 2022; Inan et al. , 2021), the preparedness of customers to recommend m-banking apps (Chaouali et al.…”

Fintech and contactless payment: Help or hindrance? The role of invasion of privacy and information disclosure

“…(2019, p. 333) asserted that “ only a few have explored specific forms of digital payments, such as NFC-based contactless payments .” However, these limited attempts in the area of contactless payment have enlarged the current understanding regarding the related aspects that could shape the customers’ behavior and experience toward such emerging systems (i.e. Bounie and Camara, 2020; Karjaluoto et al ., 2019; Trütsch, 2020; Banerjee and Sreejesh, 2021; Gupta and Narayan, 2021; Cocosila and Trabelsi, 2016; Lee and Pan, 2022; Semerikova, 2020) (see Appendix).…”

Faktor-Faktor Yang Mempengaruhi Niat Beli Emas Melalui Mobile Banking

“…Kepercayaan pada teknologi sangat penting untuk meningkatkan keinginan untuk menggunakan perbankan mobile (Brun, I., 2021, Asnakew, Z. S., 2020. Dalam hal sikap (attitude), banyak penelitian (Aboelmaged et al, 2013) menunjukkan bahwa sikap individu secara langsung dan signifikan mempengaruhi niat (intention) perilaku untuk menggunakan aplikasi digital (George, 2002;Gribbins et al, 2003;Farah, M. F., 2018;Shankar, 2020;Banerjee, S. 2022). Sikap pelanggan akan semakin baik dan keinginan untuk menggunakan mobile banking akan meningkat.…”