Mobile Banking Adoption in Thailand: An Integration of Technology Acceptance Model and Mobile Service Quality

Puriwat, Wilert; Tripopsakul, Suchart

doi:10.35808/ersj/885

Cited by 21 publications

(20 citation statements)

References 13 publications

(14 reference statements)

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…In a different study, Arcand et al (2017) presented a dimension of service quality measurement in a mobile environment considering utilitarian (Security/Privacy, Practicity) and hedonic values (Design/Aesthetics, Sociality, Enjoyment) based on user experience. Puriwat and Trijopsker (2017) then empirically analyzed the relationship between mobile bank usage intentions using the service quality dimension.…”

Section: Theoretical Background and Literature Reviewmentioning

confidence: 99%

“…Therefore, this study extracts the measurement attributes of the five dimensions of mobile banking proposed by Arcand et al . (2017) and Puriwat and Trijopsker (2017) to measure the service quality of mobile banking. This two studies have developed and proposed dimensions of service quality of mobile banks based on a questionnaire survey, and this study presents a method of measuring service quality using the mobile bank service quality dimensions proposed by them.…”

Section: Theoretical Background and Literature Reviewmentioning

confidence: 99%

See 1 more Smart Citation

Using text mining to measure mobile banking service quality

Leem

Eum

2021

IMDS

View full text Add to dashboard Cite

PurposeThe purpose of this study is to propose a method of measuring service quality as well as suggesting to detect customer complaints through analysis of customer online reviews of mobile bank, which is unstructured data.Design/methodology/approachThis study uses text mining approach for customer online reviews analysis. The research procedure includes: (1) extracting users' reviews for Kakao Mobile Bank, (2) pre-processing of the extracted review data, (3) analyzing the sentiment of each review, (4) measuring the service quality score of each dimension by analyzing keyword frequency and network for each polarity, (5) evaluating total score for mobile bank service quality, and (6) detecting customer complaints on online reviews.FindingsThere are some findings. First, from the customer's point of view, it was possible to see which factors are important among the various dimensions of service quality and which factors should be managed well in mobile banking setting. Second, by periodically finding customer complaints, service failures can be prevented early, and service quality and customer satisfaction can be improved.Practical implicationsFrom a practical point of view, mobile bank managers should pay more attention to the service quality dimensions of practicality and enjoyment. In addition, the results mean that the app design and aesthetics with the most negative reviews should be reviewed from the user's perspective rather than from the company's point of view. Second, it is possible for them to establish a systematic complaint management system that can prevent service failure in advance by detecting customer complaints early. Third, it is possible for them to make quick decisions regarding service quality with the help of real-time customer response through dashboard construction.Originality/valueThis paper is a pioneer study measuring service quality with sentiment analysis, one of the text mining applications, using customers' reviews of a mobile bank.

show abstract

Section: Theoretical Background and Literature Reviewmentioning

confidence: 99%

Section: Theoretical Background and Literature Reviewmentioning

confidence: 99%

Using text mining to measure mobile banking service quality

Leem

Eum

2021

IMDS

View full text Add to dashboard Cite

show abstract

“…According to George (2004), any attitude towards the specific or targeted behavior drives the intention of that particular product or service. The construction, source, original items and the adapted questions of attitude towards behavior from (Puriwat & Tripopsakul, 2017).…”

Section: Appendixmentioning

confidence: 99%

“…Subjective norm is powerful to maintain the behavioral intention as the acceptance or the rejection first comes from the society especially in South East Asia. We measured subjective norm by adapting item from (Puriwat & Tripopsakul, 2017) and (Glavee-Geo et al 2017).…”

Section: Appendixmentioning

confidence: 99%

Factors Influencing Uber Adoption In Bangladesh And Pakistan

Rahman

Zafar

2020

Open Economics

View full text Add to dashboard Cite

The paper’s intention is to investigate the behavioral intentions of consumers towards the adoption of Uber with focus on effects of digitalization and shared economy on the adoption of Uber. The aim of the article is to examine the cultural factors of Bangladesh and Pakistan, which are leading people towards adopotion of non traditional source of transport. Particularly, these countries’ comparison was not done before by other researchers. Theory of Planned Behavior integrated with Hofstede’s Cultural Dimensions has been used to examine the Behavioral Intention of customers of these two countries towards adoption of Uber in the research. A great comparison was done in the study by using factors of TAM, TPB and Hofstede Cultural Models. Dependent variables played important roles in showing positive and negative attitudes on independent variables. This article’s findings show that “Risk” negatively affects the Behavioral Intention. Research data is collected through online close-ended questionnaires from 145 total respondents, which limits the generalization of the study. At the end, where it identified “female” as a bigger market and provided an opportunity for Uber to categorize the risks prevalent in the society and define new strategies by adapting to the local culture by being a global company. Factors examination produced a great findings which created recommendations for future researchers followed by a conclusion.

show abstract

“…Many studies found on the interest using banking technology but very rarely have examined how the adoption after use, the perception of ease and usefulness is a significant way of adopting M-banking. Puriwat and Tripopsakul (2017) uncovered that banks must accentuate procedures to improve the view of the apparent convenience of versatile banking by thinking about these variables. This investigation is likewise one of the first to look at the joined TAM and MSQ model with regards to m-banking appropriation.…”

Section: Research Gapmentioning

confidence: 99%

The Exploring of Trust that Influences Customer's Intention to Use FinnTech M-Banking Application on Regional Banks

Gede¹,

Ni$^{²,

Gusti³

2020

IJEBA

View full text Add to dashboard Cite

Purpose: Information technology is growing rapidly in Indonesia, bringing drastic changes in the lifestyle of the Indonesian people, especially in Bali. Digital technology has increased ease of use, efficiency, and savings in every activity. The Financial Technology System is an online financial payment that is usually provided by banks. This study aims to analyze trust as an intervening variable in relation to ease of use, perceived usefulness, and perceived value of customers' intended use of M-Banking financial services. Approach/Methodology/Design: Data collection was carried out by distributing questionnaires, where the population is the BPD Mobile Banking system customers in Bali, Indonesia. This is a descriptive and verification research, a descriptive method based on assessment analysis and a verification method based on quantitative analysis. The samples were determined by purposive sampling and the analysis technique used the Partial Least Square (PLS). Findings: The results showed that perceived ease of use, perceived usefulness and perceived value had a positive and significant effect on intention to use the mobile banking system, perceptions of application usability had the most significant effect on intention to use compared to perceived convenience and perceived value of the mobile banking system. Practical Implications: The results show that although the BPD Mobile banking system has provided several benefits for customers, it is still not actively used by customers compared to other bank mobile banking systems in Indonesia. Originality/Value: The article emphasizes the usefulness of customers so that trust is created and will reuse the M-banking facility provided by the bank to facilitate consumer financial transactions.

show abstract

Mobile Banking Adoption in Thailand: An Integration of Technology Acceptance Model and Mobile Service Quality

Cited by 21 publications

References 13 publications

Using text mining to measure mobile banking service quality

Using text mining to measure mobile banking service quality

Factors Influencing Uber Adoption In Bangladesh And Pakistan

The Exploring of Trust that Influences Customer's Intention to Use FinnTech M-Banking Application on Regional Banks

Contact Info

Product

Resources

About