A multi-analytical model for mobile banking adoption: a developing country perspective

Exploring non-linear relationships between perceived interactivity or interface design and acceptance of collaborative web-based learning

The novelty of this study is in developing a conceptual model for predicting the non-linear relationships between human-computer interaction factors and ease of use and usefulness of collaborative web-based learning or e-learning. Ten models (logarithmic, inverse, quadratic, cubic, compound, power, s-curve, growth, exponential, and logistic) were examined as functions of effects compared to linear relationships to see which was the most appropriate, based on R2, adjusted R2 and SEE values. To answer the addressed questions, the researcher surveyed 103 students from Kadir Has University about the perceived interface and interactivity of e-learning. The results show that most of the hypotheses formulated for this purpose have been proven. Our analysis shows that cubic models (the relationship between ease of use and usefulness, visual design, course environment, learner-interface interactivity, and course evaluation system and ease of use), quadratic models (the relationship between visual design, and system quality and usefulness, course structure and content, course environment, and system quality and ease of use), logarithmic model (the relationship between course evaluation system and usefulness), and s-curve models (learner-interface interactivity, navigation, and course structure and content and usefulness) performed better in the description for the correlations.

Supplementary Information

The online version contains supplementary material available at 10.1007/s10639-023-11635-6.

Understanding e-satisfaction, continuance intention, and e-loyalty toward mobile payment application during COVID-19: an investigation using the electronic technology continuance model

This research examined the determinants of e-satisfaction, continuance intention, and e-loyalty regarding the use of mobile payment applications (MPAs). It developed and validated the electronic technology continuance model (e-TCM) integrating a psychological factor (perceived threats), e-satisfaction, circumstantial factor (perceived anxiety), and the dimensions of quality. Using a questionnaire, data was collected from 455 respondents and analyzed using structural equation modeling. The influences of information quality, service quality, system quality, perceived usefulness, and confirmation on both e-satisfaction and continuance intention are found positive. However, perceived threats and perceived anxiety do not influence e-satisfaction but influence continuance intention. Moreover, e-satisfaction positively impacts continuance intention and e-loyalty; and continuance intention positively impacts e-loyalty. This research evidences the roles of perceived threat, e-satisfaction, perceived anxiety, and the dimensions of quality on customers’ e-satisfaction, continuance intention and e-loyalty, using the integrated framework comprising the health belief model, expectation–confirmation model, and information systems success model. The findings of this research can guide MPA services providers, online businesses, industry analysts, suburban consumers, and respective government authorities when MPA usage is concerned during any unprecedented crisis such as the COVID-19 pandemic.

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.

An era of digitalization: mobile banking adoption in India

Purpose

This study aims to identify the critical factors that can explain the intention of customers to adopt mobile banking services (MBSs) in an emerging country like India. Further, this study analyzes the difference in mobile banking adoption between males and females.

Design/methodology/approach

This study uses a self-structured questionnaire to collect data on a sample of 143 respondents. On the contrary, qualitative research was conducted to test the reliability of results from the past literature by a hypothetical study.

Findings

This study identified four components, perceived ease of use, perceived usefulness, compatibility and perceived risk, using principal component analysis and confirmatory factor analysis, significantly influencing the intention to adopt MBS in India. However, the Chi-square test reflected a negligible percentage difference in MBS among males and females.

Research limitations/implications

The findings of this study have significant implications for both bankers and practitioners, as they can redesign their strategies by incorporating the parameters suggested in the study for better market penetration in the mobile banking industry.

Originality/value

This paper provides visions into factors influencing the behavior of banking users toward adopting new technology in an emerging country like India. This study adds to the past literature by exploring the difference in the percentage of mobile banking usage based on gender.

Do the Preceding Self-service Technologies Influence Mobile Banking Adoption?

The study aims to identify the role of preceding self-service technologies (SSTs) in the adoption of mobile banking (m-banking). More specifically, the study examines the impact of attitude (AT), perceived usefulness (PU) and perceived ease of use (PEOU) of online banking (o-banking) and ATM in the adoption of m-banking. By using the non-probability purposive sampling technique, the data was gathered through a structured questionnaire from the non-users of m-banking. The partial least square-structural equation modeling (PLS-SEM) technique was employed on 257 useful responses to assess the hypotheses. The findings provided evidence that the AT towards ATMs and o-banking significantly affects the AT towards m-banking (ATMB). Moreover, the PEOU of ATM and o-banking significantly affects the PEOU of m-banking. However, in the case of PU, only the usefulness of o-banking affects the usefulness of m-banking. The results also reveal that the AT, PEOU and PU of m-banking affect the intention to adopt m-banking (IMB). The study benefits the banking industry as it provides insights on how banks can use their preceding SSTs in developing a consumer’s intention to use m-banking. This is one of the early studies that considers the effect of PEOU and PU of previous SSTs on the adoption of m-banking. The multi-channel perspective, that is, ATMs and o-banking in the adoption of m-banking, also offers additional valuable insights and contributes to the literature of technology adoption. In the past, studies have not focused on the spillover effects of preceding SSTs. However, mature channels could be used in boosting a new channel.

An integrated fuzzy model for evaluation and selection of mobile banking (m-banking) applications using new fuzzy-BWM and fuzzy-TOPSIS

Mobile technology has revolutionised various business processes. Banking is one of them. Traditional banking operations are gradually changing with the introduction of efficient mobile technologies. Mobile banking (m-banking) has recently emerged as an innovative banking channel that provides continuous real-time customer service. It is expected that the market for m-banking will expand in the near future. There are currently various types of m-banking applications in the market. However, ranking and selecting efficient applications is difficult due to the involvement of multiple factors. As of now, very few studies have reported the m-banking application selection framework, left scope for further research. The current study proposes an m-banking application selection model based on a combined fuzzy best–worst method (fuzzy-BWM) and fuzzy Technique for Order of Preference by Similarity to Ideal Solution (fuzzy-TOPSIS). The research was carried out in several stages, beginning with the identification of potential factors and progressing to pair-wise comparisons and the final ranking of the applications. The fuzzy set theory was applied to handle the ambiguity of the decision maker. In the first stage, fuzzy-BWM was used to determine the weight of the factors. Further, fuzzy-TOPSIS was applied to rank the m-banking applications. The present study has adopted a new fuzzy BWM, which differs significantly from the existing fuzzy-BWM, to solve the nonlinearity problem of optimisation. The applicability of the proposed model has been demonstrated through a real-life case study. The efficacy of the model has been further examined by performing a sensitivity analysis. The study observed application functionality, convenience, and performance expectancy as significant factors in selecting an m-banking application, followed by performance quality, security, and compatibility. The proposed model can assist financial institutions and customers to overcome the challenges of choosing an appropriate m-banking application. The proposed model can be used to benchmark the m-banking applications in the market.

Determinants of the Intention to Adopt Mobile Augmented Reality Apps in Shopping Malls among University Students

Augmented Reality (AR) technology adoption has been growing worldwide in recent years. The potential of AR to blend digital information into the physical world has been a challenge for both academia and industry, who attempt to realize and anticipate its impact on users’ perceptions, adoption intention and use. The present paper is an empirical study aimed at making substantial suggestions and investigating an integrative theoretical paradigm which attempts to establish the significance of specific factors which allow using mobile augmented reality apps in shopping malls. The study employs information from the extant literature with a view to extending the Unified Theory on Acceptance and Use of Technology (UTAUT). The results show that performance expectancy, enjoyment and reward are direct determining factors of adopting the specific technology in shopping malls, whereas facilitating conditions, social influence, innovativeness and trust exert an indirect effect on behavioral intention adoption. The research findings have far-reaching theoretical and practical implications for the development, marketing and application of mobile AR apps in the context of the specific contemporary form of shopping.

An empirical examination of the moderating role of age and gender in consumer mobile banking use: a cross-national, quantitative study

Purpose

Despite the benefits of mobile banking services in an increasingly digitised world, adoption rates remain unsatisfactory. The present cross-national study examines age- and gender-dependent variations of consumer intentions and use of mobile banking services.

Design/methodology/approach

The study analyses consumer mobile banking use by integrating factors such as with trust, security and privacy and it examines the effects of these factors among two demographic factors including age and gender. 897 Lebanese and British mobile banking users completed a survey. Data was analysed by partial least squares-structural equations modelling.

Findings

Consumer behavioural intention was significantly moderated by age through its relationship with facilitating conditions and trust among Lebanese respondents, and performance expectancy, effort expectancy, hedonic motivation, price value and habit among their British counterparts. As for gender, a significant moderating effect was evidenced in the Lebanese, but not the British sample, on the level of performance expectancy, effort expectancy, facilitating conditions, price value and perceived security.

Originality/value

The findings provide evidence of the applicability of the new factors proposed in this research. The reflection of the influence of these demographic factors in a cross-national context provides insights into mobile banking adoption variation between different countries.

Enablers and Barriers for Mobile Commerce and Banking Services Among the Elderly in Developing Countries: A Systematic Review

The rollout of mobile banking has taken over the traditional banking space in both developed and developing countries. Banking institutions are continuously seeking innovative digital solutions to stay ahead of competitors and be the first preference to consumers. Scholars have also shown some interest in investigating mobile commerce and banking implementation and adoption. However, research studies focusing on the elderly and mobile banking are scant. This paper seeks to understand the current state of knowledge regarding the enablers and barriers of mobile banking and commerce among the elderly by providing a systematic review of the existing literature on the phenomenon.

The literature review showed that there is minimal research to date that has been conducted on this topic of interest. Consequently, issues of investigating enablers and barriers of mobile banking among the elderly have been fairly neglected. The main barriers noted in the literature include: security concerns, trust and privacy, a lack of personalization and limited technical knowledge of the elderly. Significant enablers that may be considered are: perceived ease of use of mobile banking applications, perceived value, convenience and consumer attitudes. Future directions for research and practice on mobile banking for the elderly are suggested.

M-banking barriers in Pakistan: a customer perspective of adoption and continuity intention

Purpose

The purpose of this paper is to determine barriers jeopardizing the adoption and usage intention of mobile banking (M-banking) in Pakistan and provide deeper insights to fix such deteriorating factors.

Design/methodology/approach

Data was collected in countrywide regional headquarters to mark the utmost generalizability of the results, which included seven largest cities of Pakistan. SEM path analysis was used to analyze data collected from Pakistan’s top 5 bank customers incorporating both users and non-users.

Findings

Results revealed that lack of awareness, initial trust and compatibility and perceived risk were the core barriers that stood out as obstacles to the adoption and usage of M-banking in Pakistan. It was also approved that having fixed these core barriers would outcome in existing users’ continuity intent besides raising new users’ inclination toward M-banking.

Originality/value

The study has unveiled the core barriers that have so far impeded the adoption and usage of M-banking. There is not a unified position concerning adoption and usage blockades. Factors differ with contexts, markets, time and kinds of innovations. However, this study is unlike past studies that merely studied students within a specified institute in a restricted jurisdiction. This is the first study to have nationally explored adoption and usage issues; thus, it is anticipated to potentially contribute to the prevailing literature especially in Pakistani context where a few studies prevail, addressing M-banking adoption and usage barriers.

Investigating Factors Affecting Central Bank Information Systems Success

This article investigates the factors affecting the success of central bank information systems (IS) in Mongolia. Drawing from the DeLone and McLean (2003) IS success models and Seddon and Kiew's (1997) path model, the factors that could potentially affect the success of the external and the internal IS of the central bank of Mongolia were empirically investigated. The data analysis was conducted using a quantitative method for the external IS and a mixed method for the internal IS. This article contributes to the academic literature by integrating DeLone and McLean's (2003) IS success model with Seddon and Kiew's (1997) path model and by validating the two aforementioned models within the context of central bank information systems in a developing country. This article has also important practical contributions, particularly for the central bank of Mongolia's authorities. The results, discussions, and implications of this study are elaborated in the paper.