Uncovering unobserved heterogeneity bias: Measuring mobile banking system success

Motiwalla, Luvai; Albashrawi, Mousa; Kartal, Hasan Basri

doi:10.1016/j.ijinfomgt.2019.07.005

Cited by 27 publications

(34 citation statements)

References 36 publications

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“…The factor has an estimated value of 0.534 and a probability of less than α 1% (0.001 < 0.01). This result is supported by Motiwalla et al (2019) who revealed that, in Islamic banking, an excellent application system provides reliable information, and data integrity will improve the customer's satisfaction. The reason is the better, more effective the application system leads to the perceived usefulness.…”

Section: Hypothesis Testingmentioning

confidence: 68%

“…Particularly in an Islamic mobile banking system, the system can provide time, prayer, budget information, current gold value, and other things that are updatable all the time. The m-banking system implies that it provides net benefits and data integrity for customers, which may significantly affect customer satisfaction (Motiwalla et al, 2019). A better application system will increase usage by customers because they receive benefits, excellent service quality, and data security in banking activities; customer satisfaction is thus higher (Sharma and Sharma, 2019).…”

Section: Application System Dimensionmentioning

confidence: 99%

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Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks

Fianto

Rahmawati

Supriani

2021

JEKI

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Purpose -This study investigates the influential factors of mobile banking service quality dimension (enjoyment, security, ease, design, and application system) of Indonesian Islamic banks toward customer satisfaction.Methodology -This study uses 100 respondents who are Islamic mobile banking users in Indonesia and applies the Partial Least Square for Structural Equation Modeling (PLS-SEM) approach.Findings -This study reveals that the enjoyment, security, design, and application system of Islamic mobile banks significantly impact customer satisfaction. This study suggests that Islamic banks should pay more attention to increasing their mobile banking application systems, which is the most crucial factor influencing customer satisfaction.Research limitations -This study is limited to the sample of five top Islamic banks' customers in Indonesia with 100 respondents. Thus, the result of this study cannot be generalized to other countries. Practical implications -The findings offer valuable insights intoIslamic banks about improving their mobile banking services' quality to gain more satisfied customers, which benefited their financial and non-financial performances.Originality -This study specifically involved users of Islamic mobile banking from five Islamic banks, received the Top Brand Award in 2019. Therefore, this study provides significant guidelines for the rest of the Islamic banks in Indonesia to improve their customer satisfaction using mobile banking by referring to the Top 5 Brand Award.

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Section: Hypothesis Testingmentioning

confidence: 68%

Section: Application System Dimensionmentioning

confidence: 99%

Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks

Fianto

Rahmawati

Supriani

2021

JEKI

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“…Furthermore, these five factors have been investigated by other scholars as having significant impacts on customer behaviour in the MB context. We highlight these scholars and the factors below in table 1: (Baabdullah, Alalwan, Rana, Kizgin, et al, 2019;Choudrie et al, 2018;Lee & Chung, 2009;Motiwalla et al, 2019;Sharma & Sharma, 2019;Tam & Oliveira, 2016a, 2016b, 2017Zhou, 2011Zhou, , 2012 Information quality (Baabdullah, Alalwan, Rana, Kizgin, et al, 2019;Lee & Chung, 2009;Motiwalla et al, 2019;Sharma & Sharma, 2019;Tam & Oliveira, 2016b, 2017Trabelsi-Zoghlami, Berraies, & Ben Yahia, 2018;Zhou, 2011Zhou, , 2012 Service quality (Baabdullah, Alalwan, Rana, Kizgin, et al, 2019;Choudrie et al, 2018;Sharma & Sharma, 2019;Tam & Oliveira, 2016b, 2017Thakur, 2014;Zhou, 2012) (Baabdullah, Alalwan, Rana, Patil, & Dwivedi, 2019;Choudrie et al, 2018;Malaquias & Hwang, 2016;Oliveira et al, 2014;Tam & Oliveira, 2016b) Structural assurance (Baptista & Oliveira, 2016;Gu, Lee, & Suh, 2009;Kim G, Shin, & Lee, 2009;Oliveira et al, 2014;Priya, Gandhi, & Shaikh, 2018;Susanto, Chang, & Ha, 2016;Z...…”

Section: The Conceptual Modelmentioning

confidence: 99%

“…Information quality has been confirmed as one of the main factors that influences trust, satisfaction and use in an information systems and e-business context (Motiwalla et al, 2019;Oliveira et al, 2017). Thus, in defining information quality, Ghasemaghaei and Hassanein (2016) argue that good quality information includes accuracy, relevance, timeliness, completeness, and accessibility.…”

Section: Information Qualitymentioning

confidence: 99%

Examining the role of consumer satisfaction within mobile eco-systems: Evidence from mobile banking services

Geebren

Jabbar

Luo

2021

Computers in Human Behavior

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“…The IS success model is a strong and valid model for measuring the success of mpayment systems (Motiwalla et al, 2019). It is important to satisfy m-payment users and ensure their continued use of m-payment, so it is essential to understand which quality characteristics matter to them, such as faster service and lower cost (Apanasevic et al, 2016).…”

Section: Ijbm 387mentioning

confidence: 99%

Investigating the role of mobile payment quality characteristics in the United Arab Emirates: implications for emerging economies

Mouakket

2020

IJBM

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PurposeThis study contributes to the limited and rather fragmented research on mobile payment (m-payment) within a post-adoption context by identifying individual characteristics (personal innovativeness and m-payment self-efficacy) and m-payment quality characteristics (system quality, information quality and service quality) that can influence expectations about performance and effort of this technology. These two outcome expectations may affect user satisfaction with m-payment, which will in turn influence users' continued intention to use this technology.Design/methodology/approachA survey was carried out among university students in the United Arab Emirates who have used the m-payment method. Structural equation modeling technique was used to test and analyze both the measurement model and the structural model.FindingsIndividual characteristics are important in establishing users' expectations of the ease of use and usefulness of m-payment. However, of the quality characteristics, only system quality significantly affected users' expectations of the ease of use and usefulness of m-payment.Originality/valueThe findings of this study provide unique insights into the individual and quality characteristics that will eventually lead to continued intention to use m-payment. This will help businesses to develop appropriate marketing strategies to increase adoption and use of m-payment.

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Uncovering unobserved heterogeneity bias: Measuring mobile banking system success

Cited by 27 publications

References 36 publications

Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks

Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks

Examining the role of consumer satisfaction within mobile eco-systems: Evidence from mobile banking services

Investigating the role of mobile payment quality characteristics in the United Arab Emirates: implications for emerging economies

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