Consumers' perceptions of mobile banking continuous usage in Finland and South Africa
Shaikh, A., Karjaluoto, H., & Chinje, N. B. (2015). Consumers' perceptions of mobile banking continuous usage in Finland and South Africa. International Journal of Electronic Finance, 8 (2-4), 149-168. doi:10.1504/IJEF.2015.070528
Published inInternational Journal of Electronic Finance
© 2015 Inderscience Enterprises Ltd. This is a final draft version of an article whose final and definitive form has been published by Inderscience. Published in this repository with the kind permission of the publisher.
This study examines continuous usage behaviour related to mobile banking (m-banking) among consumers living in Finland (FI) and South Africa (ZA). The study investigates three post-adoption behavioural consequences - namely, trust, satisfaction and word of mouth. Using purposeful sampling techniques, we found that trust plays a significant role in promoting continuous usage of m-banking. In general, the respondents reported high levels of trust in m-banking technology and were satisfied with the m-banking application and services. In addition, convenience, user friendliness and speed emerged as the main sub-topics related to satisfaction. In most cases, the convenience of using m-banking dominated the recommendation criteria. However, users, especially those in ZA, generally do not promote m-banking services to others. This study shows that for the majority of users, m-banking usage is related to increased satisfaction with the bank, implying that m-banking services should be a vital part of banks' strategy to retain customers. ...
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