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dc.contributor.authorShaikh, Aijaz A.
dc.contributor.authorKarjaluoto, Heikki
dc.date.accessioned2016-11-04T12:06:15Z
dc.date.available2016-11-04T12:06:15Z
dc.date.issued2016
dc.identifier.citationShaikh, A. A., & Karjaluoto, H. (2016). The effects of mobile banking application user satisfaction and system usage on bank-customer relationships. In <i>Academic MindTrek'16 : Proceedings of the 20th International Academic MindTrek Conference</i> (pp. 177-183). Association for Computing Machinery (ACM). <a href="https://doi.org/10.1145/2994310.2994330" target="_blank">https://doi.org/10.1145/2994310.2994330</a>
dc.identifier.otherCONVID_26281369
dc.identifier.otherTUTKAID_71535
dc.identifier.urihttps://jyx.jyu.fi/handle/123456789/51829
dc.description.abstractThis 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.
dc.format.extent483
dc.language.isoeng
dc.publisherAssociation for Computing Machinery (ACM)
dc.relation.ispartofAcademic MindTrek'16 : Proceedings of the 20th International Academic MindTrek Conference
dc.subject.othermobile banking
dc.subject.othercontinuous usage
dc.subject.otheruser satisfaction
dc.subject.othersystem usage
dc.subject.otherrelationship commitment
dc.subject.otherbehavioral intention
dc.subject.otheroveralla satisfaction
dc.subject.otherintention to recommend
dc.titleThe effects of mobile banking application user satisfaction and system usage on bank-customer relationships
dc.typeconferenceObject
dc.identifier.urnURN:NBN:fi:jyu-201610214408
dc.contributor.laitosKauppakorkeakoulufi
dc.contributor.laitosSchool of Business and Economicsen
dc.contributor.oppiaineBasic or discovery scholarshipfi
dc.contributor.oppiaineMarkkinointifi
dc.contributor.oppiaineBasic or discovery scholarshipen
dc.contributor.oppiaineMarketingen
dc.type.urihttp://purl.org/eprint/type/ConferencePaper
dc.date.updated2016-10-21T12:15:04Z
dc.relation.isbn978-1-4503-4367-1
dc.type.coarconference paper
dc.description.reviewstatuspeerReviewed
dc.format.pagerange177-183
dc.type.versionacceptedVersion
dc.rights.copyright© 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.
dc.rights.accesslevelopenAccessfi
dc.relation.conferenceMindTrek conference
dc.relation.doi10.1145/2994310.2994330


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