The effects of mobile banking application user satisfaction and system usage on bank-customer relationships
Shaikh, A. A., & Karjaluoto, H. (2016). The effects of mobile banking application user satisfaction and system usage on bank-customer relationships. In Academic MindTrek'16 : Proceedings of the 20th International Academic MindTrek Conference (pp. 177-183). Association for Computing Machinery (ACM). https://doi.org/10.1145/2994310.2994330
Päivämäärä
2016Tekijänoikeudet
© 2016 ACM. This is a final draft version of an article whose final and definitive form has been published by ACM. Published in this repository with the kind permission of the publisher.
This study examines mobile banking (m-banking) application
usage in Finland by linking it with customer-bank relationship
development. Specifically, we examine how usage is related to
relationship commitment, overall satisfaction, intention to
recommend the bank and future intentions to remain with the
bank. A survey was used to collect data from experienced mbanking
application users. In total, 273 valid responses were
received. The results support the hypotheses and reveal that user
satisfaction with m-banking application usage has a strong
positive association with usage of m-banking applications. Usage,
in turn, was positively related to all examined bank-customer
relationship related variables. The results have both theoretical
and practical implications for m-banking usage and its effects on
bank-customer relationships.
Julkaisija
Association for Computing Machinery (ACM)Emojulkaisun ISBN
978-1-4503-4367-1Konferenssi
MindTrek conferenceKuuluu julkaisuun
Academic MindTrek'16 : Proceedings of the 20th International Academic MindTrek ConferenceAsiasanat
Julkaisu tutkimustietojärjestelmässä
https://converis.jyu.fi/converis/portal/detail/Publication/26281369
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