Predictors of customers’ continuance intention of mobile banking from the perspective of the interactivity theory

Lan-xiang, Yin; Lin, Hsien-Cheng

doi:10.1080/1331677x.2022.2053782

Cited by 18 publications

(43 citation statements)

References 73 publications

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“…Second, the research model proposes utilitarian and hedonic experiences directly and indirectly (through satisfaction mediation) determines the likelihood of continuing the service. Most research on mobile banking has used technology acceptance models (Srivastava & Vishnani, 2021; Yin & Lin, 2022) and has rarely considered hedonic elements. Although recent research (Petrović et al, 2022) includes utilitarian and hedonic elements, they are not directly related to continued use intention.…”

Section: Discussionmentioning

confidence: 99%

“…Usefulness (Davis, 1989) refers to how helpful the app is in achieving the user's need for banking services (Shin, 2021), while convenience refers to how accessible the app is. Consumers find mobile banking useful due to faster transactions, higher information transparency and personalized service which improves their efficiency (Yin & Lin, 2022). The app is a convenient method as there is no location constraint in availing banking services.…”

Section: Pragmatic Experiencementioning

confidence: 99%

“…Mobile banking studies (Srivastava & Vishnani, 2021; Yin & Lin, 2022) found that perceived usefulness was a key factor in driving user satisfaction. Meanwhile, Oh and Kim (2022) and Sampaio et al (2017) found a positive relationship between mobile banking app convenience and user satisfaction.…”

Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

“…The ease of use experience theme is associated with the easy operation of the mobile banking app, which includes features such as fast navigation, effortless use and straightforward menu options. These features reduce the time and effort required to use the app and help the user to efficiently accomplish their intended purpose (Yin & Lin, 2022). This aligns with the perceived ease of use dimension of technology acceptance models as described by Davis (1989).…”

Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

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A digital cohort analysis of consumers' mobile banking app experience

Sharma

2023

Int J Consumer Studies

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The literature on mobile banking has extensively explored various mechanisms underlying service acceptance and continuation. However, there is a lack of research on how the service experience and outcomes differ between digital natives (users born after the digital age) and digital immigrants (users born before the digital age). This study aims to fill this gap by investigating how mobile banking application experience, satisfaction and continued use intention interrelationships differ between digital natives and digital immigrants. The study posits that four components of mobile banking application experience (pragmatic, ease of use, emotional and sensorial) drive continued use intention directly and indirectly through satisfaction. The hypothesized relationships are analysed using a sample of 215 digital natives and 203 digital immigrants and employing the multi‐group analysis in the partial least squares structural equation modelling technique. The study finds that while pragmatic, ease of use and emotional experiences significantly predict satisfaction and continued use, the pattern of associations varies across the digital cohorts. Sensorial experience was consistently found to be insignificant. Satisfaction mediated between the experience dimensions and continued use. The findings suggest that bank managers should recognize the relevant experiences to achieve the satisfaction and continued use of the digital cohorts.

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Section: Discussionmentioning

confidence: 99%

Section: Pragmatic Experiencementioning

confidence: 99%

Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

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A digital cohort analysis of consumers' mobile banking app experience

Sharma

2023

Int J Consumer Studies

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“…Usage rates in developed countries show that there is a similar potential for developing countries. Also, a considerable number of customers are still trying to have an acquaintance with using the technology of MB (Yin and Lin, 2022). Therefore, a comprehending better the behavioral processes for customers' use of this channel will facilitate managers to make more accurate decisions.…”

Section: Introductionmentioning

confidence: 99%

Linking consumer compatibility and bank reputation to intention to use mobile banking

Kıymalıoğlu,

Akıncı,

Alragig

2023

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PurposeThis article aims to question the role of attitude towards behavior and bank reputation in the relationship between consumer compatibility and behavioral intention.Design/methodology/approachUsing survey data from 640 mobile bank users in a developing country setting, the authors explored the conditional effects of users' compatibility on their future intention to use mobile banking services through attitude towards use as a function of perceived corporate reputation.FindingsThe results indicated that the attitude towards using mobile banking services has a partial mediating role in the relationship between compatibility and future intention to use. This indirect path depends on the reputation of the bank.Originality/valueThe original contribution of this study is to detail the mechanism between compatibility and usage intention that emerges within the scope of the model the authors propose and to realize this through the Johnson-Neyman approach.

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Customers’ Satisfaction and Continuance Intention to Adopt Fintech Services

Lian,

Yoong

2023

Fintech and Cryptocurrency

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Predictors of customers’ continuance intention of mobile banking from the perspective of the interactivity theory

Cited by 18 publications

References 73 publications

A digital cohort analysis of consumers' mobile banking app experience

A digital cohort analysis of consumers' mobile banking app experience

Linking consumer compatibility and bank reputation to intention to use mobile banking

Customers’ Satisfaction and Continuance Intention to Adopt Fintech Services

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