Modelling internet banking adoption in Fiji: A developing country perspective

A SEM-ANN analysis to examine impact of artificial intelligence technologies on sustainable performance of SMEs

This study investigates the impact of Artificial Intelligence (AI) adoption on the sustainable performance of small and medium-sized enterprises (SMEs). Employing a hybrid quantitative approach, this research combines Partial Least Squares Structural Equation Modeling (PLS-SEM) and Artificial Neural Networks (ANN) to examine the influence of various organizational, technological, and external factors on AI adoption. Key factors considered include top management support, employee capability, customer pressure, complexity, vendor support, and relative advantage. Data collected from 305 SMEs across multiple sectors were analyzed. The results reveal that all the proposed factors significantly and positively affect AI adoption, with top management support, employee capability, and relative advantage being the most influential predictors. Additionally, the adoption of AI technologies substantially enhances the economic, social, and environmental performance of SMEs, reflecting improvements in operational efficiency, cost reduction, and social value creation. The ANN results confirm the robustness of the SEM findings, highlighting the critical role of AI in driving sustainability outcomes. Furthermore, the study emphasizes the positive mediation effects of AI adoption on organizational performance, indicating that AI adoption serves as a key enabler in achieving both short-term operational gains and long-term sustainability objectives. This research contributes to the understanding of AI's transformative role in enhancing the sustainable performance of SMEs in developing economies, offering strategic insights for both policymakers and business leaders.

Adoption of new banking models from a consumer perspective: the case of Iran

Purpose

Traditionally, the banking and financial sectors have pioneered adoption of new technologies and business models. One important digital banking model that has proven its efficacy in recent times, is Digital-Only Banking (DOB) where consumers interact with their banks through digital channels only. Having detailed knowledge of what actually happens at the consumer level during the adoption of new digital models and technologies is paramount to the success of these technological initiatives. The present study aims to investigate DOB adoption behavior and possible barriers using a quantitative approach at the consumer level. A conceptual model is developed by extending the Unified Theory of Acceptance and Use of Technology (UTAUT) model, incorporating Trust (TR), Perceived Risk (PR) constructs and cultural moderators of Individualism (IDV) and Uncertainty Avoidance (UA).

Design/methodology/approach

For this study, an online survey instrument was created and administered in Iran. The research sample was selected through the application of purposive sampling. Data from 788 respondents were analyzed. The proposed model was tested using Partial Least Square.?.s Structural Equation Modeling (PLS-SEM).

Findings

The results show that DOB adoption is positively influenced by Effort Expectancy (EE), Social Influence (SI), and Facilitating Conditions (FC), while PR negatively influences DOB adoption intention. Unexpectedly, the results indicate that TR has no significant impact on DOB usage intention. Additionally, this study demonstrates that with individuals having a low level of IDV, the relationship between PE and BI is stronger, and with individuals having a low level of UA, the impact of SI on BI is stronger. It also reveals that the impact of TR on BI is stronger in low individualistic cultures.

Practical implications

DOB providers should enhance support features of their services or provide facilities that make it simpler for users to accomplish online transactions. Here, in order to improve the UI/UX design of their apps, DOB product managers should carefully observe the technical guidelines of the operating systems of digital devices, such as the Human Interface Guidelines (HIG) for iOS and Material You for Android. Additionally, DOB providers should build partnerships with mega online retailers to provide hassle-free and easy to use payment solutions for consumers.

Originality/value

DOB, as a novel and business model, has been investigated in very few studies, especially regarding any which focus on its adoption. To fill this gap, this research investigates DOB adoption through a modified version of the UTAUT model. The findings of this study suggest that future research regarding DOB should consider sources of TR, types of non-adopters, and context. This study, as the first of its kind in DOB literature, also highlights the significant role played by cultural values in customer behavior regarding DOB adoption.

Academics' continuance intention to use learning technologies during COVID-19 and beyond

The COVID-19 pandemic has revolutionized the teaching pedagogy in higher education as universities are forecasted to increase investments in learning technology infrastructure to transition away from traditional teaching methods. Therefore, it is crucial to investigate whether academics intend to continually integrate learning technologies as part of a permanent pedagogical change beyond the COVID-19 pandemic. Drawing upon the Unified Theory of Acceptance and Use of Technology (UTAUT), and Expectation Confirmation Model (ECM), this study examines the salient determinants influencing the continuance intention of academics to use learning technologies in their teaching pedagogy during and after COVID-19. Primary data collected from a private university was analyzed using the partial least squares structural equation modelling technique (PLS-SEM). The findings revealed two sequential mediating relationships which serve as the mechanism linking the relationship between facilitating conditions and their continuance intention to use learning technologies during and beyond the COVID-19 pandemic.

Gravitating towards Fintech: A study on Undergraduates using extended UTAUT model

One of the most pressing issues affecting people worldwide is the accessibility of financial services in the wake of the COVID-19 outbreak. While peoples' adoption of technological advancements has spiraled over time, the acceptance of Fintech services edged up for instilling resilience during the pandemic. Hence, the study aims at exhuming the Fintech adoption for sustainable financial inclusion among young undergraduate users through the Unified Theory of Acceptance and Use of Technology (UTAUT) model. To test the model, the researchers obtained data from 375 undergrads. The study adopted the Structural Equation Modelling (SEM) approach in AMOS software to examine the determinants that affect the users to embrace Fintech services. The findings revealed that performance expectancy, effort expectancy, and facilitating conditions significantly influence the students' intention to use Fintech, whereas, the users' facilitating condition and behavioral purposes positively influence them to use the financial technology. Interestingly, the social influence and personal innovativeness did not affect their intention to accept and adopt Fintech. Therefore, the study results will help explore the expectations, preferences, and actual level of use of Fintech among undergraduates and contribute to the escalation of Fintech use, leading to sustainable financial inclusion.

Factors influencing the adoption intention of using mobile financial service during the COVID-19 pandemic: the role of FinTech

Access to financial services is regarded as one of the most pressing issues confronting communities worldwide sequel to the COVID-19 pandemic. In this regard, FinTech applications such as mobile financial service (MFS) play an essential role in building resilience during the pandemic. Hence, the aim of the study is to investigate the role of MFS platforms in economic resilience by empirically evaluating the determinants that influence the intention of Bangladeshi users toward adopting MFS platforms during the COVID-19 pandemic, through an extension of the Unified Theory of Acceptance and Use of Technology (UTAUT). Using the core structures of the UTAUT, the theoretical model was constructed based on the consumption attributes of financial services such as perceived value, as well as additional situational factors from the extended valence framework, including risk and trust. To test the model, data was obtained from 227 potential MFS users in Bangladesh with the aid of a structured questionnaire survey. Subsequently, the Structural Equation Modeling (SEM) approach was used to analyze the data. The findings showed that social influence, perceived trust, and perceived value are strongly related to the intention of users to adopt MFS platforms, whereas, perceived risk, performance expectancy, and effort expectancy were observed to influence users' perceived value of the MFS platforms during the COVID-19 pandemic. Interestingly, the study results indicated that the users' perceived risk did not influence their intention to adopt MFS platforms during the pandemic. Therefore, the suggested adoption of the MFS framework during and after the pandemic could contribute to the existing research on the adoption of information technology (IT) through the expansion of the UTAUT, in which the performance and effort expectancy of users influence their intention to indirectly adopt MFS through perceived value. Finally, the significant policy implications and future research directions are further addressed.

Factors influencing the behavioral intention to use contactless financial services in the banking industry: An application and extension of UTAUT model

Introduction

Contactless financial services are an innovative exploration of the banking industry to integrate digital technology. This study further modified the UTAUT model based on the theories of trust, perceived risk, and perceived advantage and constructed a conceptual model to examine the influencing factors of the behavior of using contactless financial services. The purpose of this paper is to figure out factors influencing users’ behavior intention of contactless financial services, in order to promote use behavior, and boost the further development of contactless financial services.

Methods

The model was validated using the data collected through questionnaires. The structural equation modelling (SEM) method was used to validate the research model. We analyzed the generated hypotheses by using AMOS version 23.0. In this study first analyzed the measurement model to test the reliability and validity of the instrument, and then analyzed the structural model to test our research hypotheses.

Results

The results reveal that trust and perceived risk are important factors that affect the behavioral intention of contactless financial services; users perceive that contactless financial services have advantages over traditional offline channel, their intention to use contactless financial services will be increased; social influence also has a positive impact on behavioral intention.

Discussion

This paper not only provides a theoretical understanding of contactless financial services use behavior but also offers practical insights to government legislative branches and app developers. By providing personalized services and refining the policies and regulations in the digital environment to promote the development of contactless financial services.

The effect of cashless payments on the internet and mobile banking

Some of the problems of cash transactions were the inconvenience of handling cash and the limited availability of banking services to facilitate cash withdrawals. The purpose of this paper is to examine the impact of cashless payments on the usage of the internet and mobile banking services in twofolds. First, the Wald test was applied to determine the short-run causal effect of the diffusion from cash to cashless payment on the internet and mobile banking. Second, the autoregressive distributed lag (ARDL) bounds test was employed to determine the long-run effect of cashless payments on the internet and mobile banking. The novelty of this study is threefold. First, this study employed the total value of cashless payments transacted per month data that were previously unavailable for time series analysis. Second, unlike studies on the intention to adopt cashless payments, internet and mobile banking, this study used data of actual transactions paid by a consumer. Third, this study established that the internet and mobile banking were delivery channels for cashless payments.

How digitalization in banking improve service supply chain resilience of e-commerce sector? a technological adoption model approach

Supply chain resilience (SCR) is crucial for organizational sustainability and growth. This paper explores the factors of digitalization in the banking sector for achieving resilience in the e-commerce service supply chain. Most previous researchers have explored supply chain resilience in e-commerce using structural equation modeling. This study identifies and evaluates the crucial factors of digital banking that improve resilience in the e-commerce service supply chain using the Interpretive Structural Modeling (ISM) and Decision-Making Trial and Evaluation Laboratory (DEMATEL) technique. A conceptual framework is created based on the literature review and technology adoption theory. The framework comprises the critical digital technology adoption factors for the resilient service supply chain in Pakistan’s e-commerce sector. The results show that the most critical driving factors are “performance expectancy (F15),” “e-cost effectiveness (F5),” and “Trust (F8)” The research findings have several implications for decision-makers, and practitioners, providing insights into how digitalization in the banking sector can help in designing resilient supply chains in the e-commerce sector.

Understanding the process of meanings, materials, and competencies in adoption of mobile banking

COVID-19 has changed the way people live, bank, shop, and work by moving them toward digitalization. It has also driven the trend toward a cashless society, and this change has taken place in an increasingly uncertain and fearful environment. This study explores the social practice of mobile banking (MB) adoption during the global COVID-19 pandemic. Data were collected from banking customers and managers using online customer reviews, semi-structured interviews, and focus groups to develop an in-depth understanding of the subjective realities of their use of MB. This approach also ensured that social distancing practices were maintained during interviews conducted during the COVID-19 outbreak. Analysis of the data suggests that social media, social circles, family members, and teams of customer service agents play an important role in developing the social practice of MB. This study culminates in the presentation of the social practice of MB adoption (SPOTA) framework. This framework is based on extended social practice theory in the context of MB adoption. The study discusses the practical implications of the findings for systems developers. The many expectations of people with or without disabilities of MB are discussed and the findings could be used to improve the accessibility and habitual practice of MB adoption.

Understanding the E-Banking Channel Selection Behavior of Elderly Customers

To reveal the influence mechanism of e-banking channel selection of elderly customers, according to the analysis of elderly customers’decision-making process, a threshold model is proposed by using small world customer relationship network and variable setting in this study. The multi-agent simulation of e-banking channel selection behavior of elderly customers is carried out from the perspectives of channel diffusion speed and customer channel selection proportion in the context of Covid-19 pandemic. The research shows that channel performance and individual differences of customers affect the adoption of e-banking by elderly customers. This study also has found that network size and network density can regulate the impact of channel performance on the selection behavior of elderly groups. However, they could play a regulatory role under certain conditions. Finally, this study puts forward some suggestions to improve the channel diffusion efficiency, such as building an elderly friendly e-financial service channel and construction of elderly business market culture.

How do mini games affect female users of mobile commerce? Improving platform satisfaction through game use intention

Combining games with mobile commerce applications has been a trend in recent years. Mobile commerce is attracting a large number of people, especially females, to play mini games on the platform. The gamification of mobile commerce may affect users’ platform satisfaction. This study aims to explore the intention of female users to play mobile commerce games and its impact on platform satisfaction. We collected data from females in China who played mobile commerce games and then used a structural equation model to test the various hypotheses we made. The results showed that game use intention fully mediated the impact of performance expectation, hedonic motivation, and social influence on platform satisfaction. Effort expectation had no significant impact on game use intention but had a positive impact on platform satisfaction. Game use intention had a positive impact on platform satisfaction. The frequency of playing games and the amount of money spent on the platform were positively correlated with game use intention. Females over 25 years old preferred to play mobile commerce games. This study provides a theoretical reference and practical enlightenment and makes a specific contribution to the development of mobile commerce platform and the application of gamification. However, this study has limitations in terms of test samples, research methods and research content, and further research on mobile commerce is required in the future.

Factors influencing the adoption of internet banking: An integration of ISSM and UTAUT with price value and perceived risk

The investigation of users' satisfactions and intentions in using the services provided by commercial banks needs to be focused on internet banking, since this is the widely used banking service. This paper analyzed the satisfactions and behavioral intentions of Malaysian customers in using Internet Banking, applying the Information System Success Model (ISSM) by the integration of adoption and application technology (UTAUT) theory. Some criteria, which were taken into consideration, are as follows: perceived Risk (PR), facilitating Conditions (FC), Price (PV), Performance expectancy (PE), Information Quality (IQ), Service Quality (SEQ), and System Quality (SQ). These aspects are important to measure customers' satisfaction and behavior toward Internet and Online Banking. A sample of 362 valid responses, consisting of Malaysian customers who used E-Banking, was used for the purpose of data collection. The relationship between customers' satisfaction and factors influencing their contentment in using Online Banking was investigated. In order to evaluate this, a model called “Structural Equation Model (SEM)” was developed and used. Findings showed that most of the Online Banking users were satisfied with the system. Hence, it proves that Online Banking System was generally accepted in the Malaysian community. However, this current research is solely focused on the Malaysian community. Therefore, it may provide the necessary grounds for the study of internet banking accreditation, some useful information for the practitioners, policy makers, and the researchers to improve the system of online banking in Malaysia only. For a future study, a more well-structured research, which can accommodate the global need, would be required.

Virtual Fitness: investigating team commitment and post-pandemic virtual workout perceptions

The COVID-19 pandemic has disrupted the fitness landscape leading to phenomenal growth in virtual workouts. This study investigates factors influencing virtual workout team commitment and post-pandemic workout intentions. A conceptual framework is developed that is grounded in the social identity theory. Online data collection is employed to gather responses from 406 team virtual workout participants. Results reveal that virtual workout team participation positively influences team identification, satisfaction, and compliance with team norms. Additionally, virtual workout team identification, satisfaction, and compliance to team norms were found to be antecedents of commitment to the virtual workout team. Commitment to virtual workout teams is revealed to be positively associated with post-pandemic virtual team workout intention and post-pandemic traditional team workout intention. However, the relationship with post-pandemic traditional team workout intentions was found to be stronger. Valuable theoretical and practical insights emerge, providing a better understanding of virtual workout team commitment and how marketers and practitioners can ensure post-pandemic success by better understanding customer behaviour.

Modeling Awareness as the Crux in Solar Energy Adoption Intention through Unified Theory of Acceptance and Use of Technology

Non-renewable energy depletion has prompted stakeholders to advocate alternatives, such as solar energy to pursue sustainability. However, the acquisition rate of solar service is unconvincing despite various initiatives; thus, we are seeking for a more focused remedy. This study is therefore motivated to investigate elements influencing the intention to adopt solar energy, underpinned by a unified theory of acceptance and use of technology. A self-administered questionnaire through a purposive sampling method was employed, targeting working adults who own a home or intend to purchase one in the future. Homeowners residing in condominiums, apartments, or any shared building or property were excluded. Partial least squares structural equation modelling was used for data analyses. Findings reveal that awareness positively influences performance expectancy, effort expectancy, and facilitating condition. Additionally, performance expectancy and facilitating conditions foster an intention to adopt solar energy. This research contributes pivotal insights into solar energy purveyors to invoke awareness amongst Malaysia’s society while reiterating performance expectancy, effort expectancy, and facilitating conditions towards solar energy adoption.

Antecedents of Behavioural Intention to Adopt Internet Banking Using Structural Equation Modelling

Technology is emerging as an as an important banking mode for customers, and although almost all the banks in India are offering Internet Banking, India faces problems related to the digital divide, e-frauds, and high rates of interest, amongst other things. This is causing concern in banks, which are trying to persuade people to adopt their online banking services. Therefore, the aim with this study is to determine the antecedents of behavioural intentions to adopt e-banking in an emerging economy such as India. We did this by administering a questionnaire with 34 questions and nine constructs to which participants responded using a Likert scale of 1 to 5, 1 being strongly disagree and 5 strongly agree. All constructs used in this questionnaire were adapted from literature related to the antecedents of behavioural intentions to adopt e-banking. We received 436 valid responses, which we analysed using Cronbach’s alpha, Confirmatory Factor Analysis, and Structural Equation Modelling. Results show that Performance Expectancy, Hedonic Motivation, Experience, Habit and Attitude, Perceived Website Usability, and Security and Reliability positively influence the intention to adopt Internet Banking, suggesting that policymakers and bankers should focus on improving website usability and hedonic enjoyment while focusing on Internet Banking performance, security, and dependability. In addition, Effort Expectations, Social Influence, Facilitating Conditions, and Trust resulted as not significant influencing factors of Internet Banking usage; Indians appear to find Internet Banking straightforward to use, perceive it as a breeze, and believe they are backed by solid support systems and organisational infrastructures. Moreover, trust is not a driving factor for Indians to adopt Internet Banking because they already perceive it as a trustworthy exercise.

Antecedents to the Adoption of Mobile Payment in China and Italy: an Integration of UTAUT2 and Innovation Resistance Theory

This research aims to investigate the adoption gap in mobile payment systems between Italy and China, focusing on users' intention to adopt mobile payment. The theoretical framing considers both drivers and barriers when combines the unified theory of acceptance and use of technology 2 (UTAUT2) with innovation resistance theory (IRT). To empirically verify the proposed model, this study gathers primary data through a web-based, self-administered survey. To analyze the data, we use structural equation modeling, and to test for significant differences between the two groups we run multi-group analysis. The respondents in Italy and China present different behaviors. Social influence plays a significant role in cultures with high uncertainty avoidance, such as Italy. The tradition barrier is the only significant barrier to the adoption of mobile payment.

Examining internet banking user’s continuance intention through the lens of technology continuance theory and task technology fit model

Purpose

The long-term success of internet banking (IB) services is connected with continuous use. Therefore, examining factors which influence IB user continuance intention is important. Grounded in technology continuance theory, bank transparency and task technology fit (TTF) model, the purpose of this study is to develop a unified technology continuance model to investigate IB user continuance intention.

Design/methodology/approach

The research model was empirically tested with 348 responses. Respondents included in this study had prior experience with IB services. For hypotheses testing, the structural equation modelling approach was used.

Findings

Findings indicate that the research model has substantial power in explaining IB user continuance intention. Importance performance matrix analysis revealed that bank transparency had the highest importance in determining IB user continuance intention. Therefore, factors like user satisfaction and perceived usefulness have shown a medium level of importance in determining IB user continuance intention. Satisfaction is influenced by perceived usefulness and confirmation and established a significant impact on IB user continuance intention.

Practical implications

The findings of this research are useful for bank managers and policymakers to develop and design IB services according to user’s expectations. Results demonstrate that expectation confirmation and perceived usefulness are antecedents of IB user satisfaction and IB user continuance intention. In addition to that bank, transparency has shown a significant effect on user expectation and IB user continuance intention. These findings established that accuracy in sharing bank information and clarity in transaction charges encourage the user to continue the use of IB services.

Originality/value

The current study develops a unified technology continuance model based on the TTF model and technology continuance theory and investigates IB user continuance intention. Moreover, bank transparency is added in the technology continuance model and established a significant impact towards user expectation confirmation and continuance intention. These findings contribute to the limited body of research in the context of IB user continuance intention and enrich information system literature.

Understanding FinTech Platform Adoption: Impacts of Perceived Value and Perceived Risk

FinTech platforms are one of the most important elements in the rapidly digitized world’s economy. This study investigates the factors that affected individuals’ acceptance of FinTech services, especially on internet wealth management platforms. The current research extends the unified theory of acceptance and use of technology (UTAUT) published by MIS Quarterly with integrated financial consumption attributes (i.e., perceived value and perceived risk) alongside the core construct of UTAUT. Data were collected from an established survey company. The empirical results indicate that perceived value, perceived risk, and social influence are strongly related to individuals’ FinTech adoption intention, whereas performance expectancy, effort expectancy, and perceived risk affect individuals’ perceived value, which in turn influences adoption intention. The proposed FinTech adoption model could contribute to information technology (IT) adoption research by extending the UTAUT in which individuals’ performance expectancy and effort expectancy affect their adoption intention indirectly through perceived value. Finally, the implications of the proposed new model for future research and FinTech practice are discussed.

The role of social media in internet banking transition during COVID-19 pandemic: Using multiple methods and sources in qualitative research

Social distancing practices and staying at home have increased the time people spend on social media with the purpose of exchanging and consuming information about completing their routine practices safely. The Covid-19 pandemic has disrupted in-person banking operations and increased the physical threat for both retail bankers and customers. Consequently, the world has moved toward internet banking with the purpose to continue routine transactions for paying bills, purchasing groceries, and shopping of brands. The present study aims to explore how the fearful environment of Covid-19 pandemic increased the social practices of internet banking and what challenges are faced by different customers during their use of internet banking. By understanding these experiences, system developers and marketers can improve their internet banking apps to address the needs and expectations of different customers. The study has opted for a relativist ontological position and social constructionist epistemological position to understand different realities in the same context and how customers experience internet banking in a fearful environment. The study used multiple qualitative research methods: Gibbs reflection cycle, semi-structured interviews with internet banking users, and focus group interviews with executives of public and private sector banks. Social actors through social media played a role with respect to understanding the nature of uncertainty during Covid-19 pandemic that changed customers’ behavior from traditional banking to internet banking. Information was shared through social media to avoid ATMs, debit and credit card exchange with cashiers, and cash exchange as these are no longer safe options for both bankers and customers. The major theoretical contribution of this study is to merge social practice theory and affordance of technology theory in the context of internet banking adoption. This study has discussed practical implications for marketers and system developers of retail banks.

The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions

Purpose

This paper aims to examine the effect of service quality dimensions and customer satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and price sensitivity, as well as the effect of service quality dimensions on customer satisfaction.

Design/methodology/approach

A public intercept survey collected data from 480 supermarket customers. Statistical package for the social sciences was used to provide descriptive and inferential analysis.

Findings

Results reveal the predominance and magnitude of effect of empathy positively on customer satisfaction, customer repurchase intention and word-of-mouth, and negatively on customer complaining behaviour and price sensitivity. Customer satisfaction also significantly affects these customer loyalty and disloyalty dimensions.

Research limitations/implications

This research was conducted in the supermarket sector of only one country.

Practical implications

Insights have been provided to increase customer satisfaction and customer loyalty outcomes, and negate customer disloyalty outcomes, in the supermarket sector.

Originality/value

This study provides suggestions to supermarket executives regarding the significance of empathetic, customer-oriented behaviour by front-line supermarket service employees.