Exploring the Determinants of Users’ Continuance Intention to Use Mobile Banking Services in Kuwait : Extending the Expectation-Confirmation Model

Rabaa'i, Ahmad A.; ALMaati, Shereef Abu

doi:10.14329/apjis.2021.31.2.141

Cited by 20 publications

(16 citation statements)

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“…The International Journal of Bank Marketing placed first with four (04) articles, International Journal of Information Management, Journal of Business Research, and South Asian Journal of Marketing with two (02) articles each, and the rest 48 journals with a single article each. (Alkhazaleh & Haddad, 2021;Boujaddaine & Taqi, 2021;Geebren et al, 2021;Hidayat-ur-Rehman et al, 2021;Himel et al, 2021;Jahan & Shahria, 2021;Lan & Giang, 2021;Metlo et al, 2021;Naruetharadhol et al, 2021;Rabaa'i & AlMaati, 2021;Soekarno et al, 2021) 2020 16 (Adjei et al, 2020;Akhter et al, 2020;Alonso-Dos-Santos et al, 2020;Asnakew, 2020;De Leon et al, 2020;Hassan & Wood, 2020;Khan & Chaipoopirutana, 2020;Le et al, 2020;H. Lee et al, 2020;Omigie et al, 2020;Ryu & Ko, 2020;Saadilah et al, 2020;Samsudeen et al, 2020;Singh & Srivastava, 2020;Tun, 2020aTun, , 2020b 2019 9 (Alwi et al, 2019;Baabdullah et al, 2019;Bhuvana & Vasantha, 2019;De Leon, 2019;Foroughi et al, 2019;Lim et al, Kim et al, 2019;Poromatikul et al, 2019;Sharma, 2019…”

Section: A Distribution Of the Literature As Published In The Journal...mentioning

confidence: 99%

Customer Satisfaction and Intention to Use Mobile Financial Services: A Systematic Literature Review

Uddin

Nasrin²

2023

EJBMR

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The study aims to provide a comprehensive literature review on customer satisfaction and intention to use mobile financial services, to find out the limitations of existing studies, and to guide a direction for future research. This research is narrative and qualitative in nature. There are 58 relevant and related articles selected for the systematic review which were mostly collected from the Scopus database and a few on snowball systems from other authentic databases. Weight analysis performs to identify the best predictors of the existing literatures and descriptive data are presented in tabular and graphical form. The study revealed that D&M IS Success model, TAM, and UTATUT theories have mostly been employed in existing literatures and SEM as frequently applied statistical techniques. Weight analysis disclosed that perceived usefulness, confirmation of expectation, trust, service quality, system quality, information quality, and perceived cost are the best predictors of customer satisfaction and perceived usefulness, satisfaction, self-efficacy, perceived benefit, hedonic motivation, perceived ease of use, and perceived risks are the best predictors of Intention to use MFS. These findings have implications for academicians to take into account such variables for developing new research frameworks and for practitioners in setting business strategies.

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Section: A Distribution Of the Literature As Published In The Journal...mentioning

confidence: 99%

Customer Satisfaction and Intention to Use Mobile Financial Services: A Systematic Literature Review

Uddin

Nasrin²

2023

EJBMR

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“…Albashrawi and Motiwalla (2019) stated that personalized mobile banking services increase customer satisfaction, continued usage and provide greater returns to banks. Hence, understanding elderly customers' expectations is important to banks to provide better and customized services that may enhance post-adoption experiences in the long run (Rabaa'i and AlMaati, 2021). Oumlil and Williams (2000) suggest that elderly customers are late adopters and found sceptical about technology.…”

Section: Review Of Literaturementioning

confidence: 99%

“…Second, several studies examined customers' pre-and post-adoption behaviour using expectations confirmation theory in the literature (Joo et al, 2017;Gupta et al, 2020). Only a few studies examined determinants of Expectation Confirmation Model (ECM) in the context of mobile banking (Le et al, 2020;Rabaa'i and AlMaati, 2021). In addition, ECM-based studies on elderly customers using mobile banking services are minimal (Rajaobelina et al, 2020).…”

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confidence: 99%

Revisiting expectation confirmation model to measure the effectiveness of multichannel bank services for elderly consumers

Sinha

Singh

2022

IJOEM

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PurposeThis study aims to understand the expectations of elderly bank customers with mobile banking services and to measure its impact on their long-term satisfaction and continued intention. The study is based on two theories, expectations-confirmation theory (ECT) and hedonic adaptation theory.Design/methodology/approachA self-administered longitudinal survey was completed with a sample of 208 elder customers who do not use mobile banking services. Latent growth curve modelling approach was used to determine the change in their post-adoption experience over four time points.FindingsResults of the study confirm that the use of mobile banking services prolongs the duration of customer satisfaction and continued intention level, post-adoption, reinforcing the hedonic adaptation theory.Research limitations/implicationsMobile banking services are going to be a significant component of the multichannel banking agenda. But it might be interesting to review other digital channels of banking services. The key contribution of this study is that it measures the expectation-confirmation link of elderly customers with mobile banking services. The study sheds light on factors that positively influence customer inclination and adoption of multichannel banking services in the long run, which is important for the commercial success of such channels.Practical implicationsThe study highlights the importance of elder customers' pre-expectations, related dimensions which are important for post-adoption experiences of mobile banking services to improve customers' satisfaction and continued intention in the long run. This is crucial for the commercial success of banks.Originality/valueThis is the first such study that used the expectation confirmation model (ECT) and related it with hedonic adaptation theory to assess elderly customer's post-adoption satisfaction and continued usage of mobile banking services over time.

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“…C.C & Prathap (2020) found that self-efficacy significantly affects the use of cellular payment services. Foroughi et al (2019), Jusuf et al (2018), Maduku (2016), Rabaa'i & ALMaati (2021 show that self-efficacy is a driver of the sustainability of using m-banking. Based on these theories and literature, the fifth hypothesis is:…”

Section: H4: the Uncertainty Of Digital Technology Decreases The Inte...mentioning

confidence: 99%

Impacts Of Digital Technostress And Digital Technology Self-Efficacy On Intentions To Use Fintech In Indonesia

Putriani

Apriani²

2022

JRAK

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The purpose of this study is to see how digital technostress and digital technology self-efficacy (DTSE) affect Generation Z consumers' willingness to adopt FinTech in Indonesia. This study provides knowledge about the impact of technostress and the role of self-efficacy as a moderator on intention to use FinTech. This study uses a questionnaire survey with the criteria of respondents who have used FinTech and Generation Z (born 1993-2012) in Indonesia. A total of 122 respondents were analyzed by Structural Equation Modeling (SEM). The results of the study show that complexity and overload reduce the use of FinTech. In addition, DTSE increases their intention to use FinTech and can reduce the impact of technostress on intention to use FinTech. The results of the research are expected to be input for innovators and policymakers to make FinTech applications easier to use so that consumers will continue to use FinTech to support sustainable development.

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Exploring the Determinants of Users’ Continuance Intention to Use Mobile Banking Services in Kuwait : Extending the Expectation-Confirmation Model

Cited by 20 publications

References 0 publications

Customer Satisfaction and Intention to Use Mobile Financial Services: A Systematic Literature Review

Customer Satisfaction and Intention to Use Mobile Financial Services: A Systematic Literature Review

Revisiting expectation confirmation model to measure the effectiveness of multichannel bank services for elderly consumers

Impacts Of Digital Technostress And Digital Technology Self-Efficacy On Intentions To Use Fintech In Indonesia

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