How perceived value drives the use of mobile financial services apps

Abstract

Mobile information services have revolutionized business models and service delivery methods by facilitating consumer access to information and order placement via mobile apps. In developed markets, mobile banking (m-banking) and mobile payment (m-payment) applications have replaced text-based mobile services. However, extant research has not addressed these mobile financial services apps (MFSAs) adequately from the perspective of consumer behavior. Thus, the present study developed and tested a series of hypotheses related to the antecedents of perceived value of MFSA use; it also examined how such use affects the development of customers' overall relationships with banks. Our hypotheses were tested using two samples (N=992; N=524) comprising different types of MFSA endusers in one of the leading countries in digital banking, Finland. The results supported most of the hypotheses and revealed that self-congruence and new product novelty are the principal drivers of perceived MFSA value. In addition, the findings show that the perceived value of MFSAs yields strong positive effects on customers' overall satisfaction and commitment to their bank. The present study's key managerial implication is that banks' investments in developing MFSAs result in improved relationships with customers and increased business.

The Analysis of User's Intention in Using Mobile Payment: A Case of Yap!

“…H5: Perceived social influence influences positively on intention to use Personal innovativeness is a form of desire from individuals to use new technology (Cabanillas, et al, 2015). This is in line with the research conducted by (Karjaluoto, et al, 2017) which uses the personal nature of individuals to have an impact on the level of adoption of a system. (Cabanillas, et al, 2015) says that innovative personal can influence the level of individual acceptance to use technological innovations.…”

“…This study is the result of a combined research model from (Ma, et al, 2018) (Cabanillas, et al, 2015) (Karjaluoto, et al, 2017) (Mun, et al, 2017) (Hossain & Mahmud, 2016). Previous researches discussed the factors that influence the use of mobile payment services.…”

“…Personal innovativeness is also influenced by perceived usefulness and intention to use. (Karjaluoto, et al, 2017) has the aim of research that describes the acceptance of the value of technology. The value is also influenced by personal innovativeness.…”

Exploring Determinants of Consumers’ Platform Usage in “Double Eleven” Shopping Carnival in China: Cognition and Emotion from an Integrated Perspective

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Adoption of Mobile Applications for Identifying Tourism Destinations by Travellers: An Integrative Approach

“…Hopkins, Grove, Raymond, and LaForge (2009) stated that attitudes towards using application with respect to what it offers was directly and/or indirectly affected by the design of the e-servicescape environment. Karjaluoto, Shaikh, Saarijärvi, and Saraniemi (2018) have determined that the perceived ease of use of online apps contributes to the impression of the customer and thus affects attitudes positively effects attitudes when customers are using mobile apps. Lindberg, Salomonson, Sundström, and Wendin (2018) showed that the e-servicescape environment on apps ought to be designed to ensure the aesthetics, layout, and functions suitable for consumers.…”