Integrating trust with extended UTAUT model: a study on Islamic banking customers’ m-banking adoption in the Maldives

Abstract

Purpose This study aims to focus on delineating the drivers of intention to adopt mobile banking (m-banking) and its actual use among Islamic banking customers by extending the UTAUT2 model with the trust factor. The study also examined the moderating roles of age, gender and experience in the model. Design/methodology/approach An explanatory research design was used, and an online survey was conducted to collect responses from Islamic banking customers. A total of 329 completed responses were used to analyze the data. The partial least squares method was used for data analysis, and a multi-group analysis was applied for moderation-related analysis. Findings Trust positively and significantly influences the behavioral intention to adopt m-banking among Islamic banking customers. In addition, social influence, effort expectancy, hedonic motivation and habits significantly influence behavioral intentions among Islamic banking customers. Originality/value This study provides an extended UTAUT2 model that has never been tested in the context of Islamic m-banking. In addition, this study is expected to be the first scholarly research on Islamic banking in the Maldives.

Customer loyalty to Islamic mobile banking: evaluating the roles of justice theory, religiosity, satisfaction and trust

“…It should be recognized that until now, the prediction of customer loyalty to Islamic mobile banking has been limited to the TAM (technology acceptance model) and UTAUT (unified theory of acceptance and use of technology) theories (Parayil Iqbal et al, 2022;Raza et al, 2019;Suhartanto et al, 2019). As a result, the loyalty paradigm is only measured according to aspects of information technology.…”

“…It should be recognized that until now, the prediction of customer loyalty to Islamic mobile banking has been limited to the TAM (technology acceptance model) and UTAUT (unified theory of acceptance and use of technology) theories (Parayil Iqbal et al. , 2022; Raza et al.…”

Consumer behavior in Islamic banking: a systematic literature review and agenda for future research

“…Furthermore, the influence is likely moderated by individual characteristics like gender, age and experience (Venkatesh et al, 2003). In IB, the theory is used to gain insights into the drivers of adoption and usage of internet banking (Mohd Thas Thaker et al, 2022) and mobile banking (Samsudeen et al, 2022;Parayil Iqbal et al, 2023), facilitating the development of effective strategies to enhance customer acceptance and satisfaction with technology-based IB services.…”

“…Among the reviewed studies, about 9% of the investigation includes moderating variables, which can impact the strength or direction of the relationship between independent and dependent variables (Baron and Kenny, 1986). The moderating variables examined include behavioral factors such as experience (Samsudeen et al, 2022;Parayil Iqbal et al, 2023) and habit (Mohd Thas Thaker et al, 2022), financial factors such as profit-loss sharing and perceived financial risk (Asyari et al, 2022), firm-related factors such as the type of bank (Rizkiah et al, 2021) and corporate image (Abd Aziz, 2018), religious factors such as religiosity (Alzadjal et al, 2022;Tegambwage and Kasoga, 2023) and Shariah compliance perception (Saqib et al, 2016) and sociodemographic factors such as age and gender (Samsudeen et al, 2022;Parayil Iqbal et al, 2023). By using moderated mediation analysis, existing studies investigate the concept of bank affiliation, which encompasses the association between customers and a particular bank.…”

“…By using moderated mediation analysis, existing studies investigate the concept of bank affiliation, which encompasses the association between customers and a particular bank. This analysis considers the mediating role of behavioral outcomes (Abd Aziz, 2018;Saiti et al, 2022;Parayil Iqbal et al, 2023) and the moderating influence of customer readiness factors, such as experience (Parayil Iqbal et al, 2023), in understanding this relationship. This includes investigating various dimensions such as usage (Mohd Thas Thaker et al, 2022;Parayil Iqbal et al, 2023), bank performance (Suandi et al, 2023), attitudinal loyalty (Abd Aziz, 2018), brand equity and brand image (Altaf et al, 2017).…”