Consumers' perceptions of mobile banking continuous usage in Finland and South Africa

Abstract
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.
Main Authors
Format
Articles Research article
Published
2015
Series
Subjects
Publication in research information system
Publisher
Inderscience Publishers
The permanent address of the publication
https://urn.fi/URN:NBN:fi:jyu-201602101528Use this for linking
Review status
Peer reviewed
ISSN
1746-0069
DOI
https://doi.org/10.1504/IJEF.2015.070528
Language
English
Published in
International Journal of Electronic Finance
Citation
  • Shaikh, A. 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. https://doi.org/10.1504/IJEF.2015.070528
License
Open Access
Copyright© 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.

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