How perceived value drives the use of mobile financial services apps
Karjaluoto, H., Shaikh, A. A., Saarijärvi, H., & Saraniemi, S. (2019). How perceived value drives the use of mobile financial services apps. International Journal of Information Management, 47, 252-261. https://doi.org/10.1016/j.ijinfomgt.2018.08.014
Published inInternational Journal of Information Management
© 2018 Elsevier Ltd.
Mobile information services have revolutionized business models and service delivery methods by facilitating consumer access to information and order placement via mobile apps. In developed markets, mobile banking (m-banking) and mobile payment (m-payment) applications have replaced text-based mobile services. However, extant research has not addressed these mobile financial services apps (MFSAs) adequately from the perspective of consumer behavior. Thus, the present study developed and tested a series of hypotheses related to the antecedents of perceived value of MFSA use; it also examined how such use affects the development of customers’ overall relationships with banks. Our hypotheses were tested using two samples (N = 992; N = 524) comprising different types of MFSA end-users in one of the leading countries in digital banking, Finland. The results supported most of the hypotheses and revealed that self-congruence and new product novelty are the principal drivers of perceived MFSA value. In addition, the findings show that the perceived value of MFSAs yields strong positive effects on customers’ overall satisfaction and commitment to their bank. The present study’s key managerial implication is that banks’ investments in developing MFSAs result in improved relationships with customers and increased business. ...
PublisherElsevier; Butterworth Scientific
Publication in research information system
MetadataShow full item record
- Kauppakorkeakoulu 
Showing items with similar title or keywords.
Examining key drivers of consumer experience with (non-financial) digital services : An exploratory study Shaikh, Aijaz A.; Alharthi, Majed D.; Alamoudi, Hawazen O. (Elsevier, 2020)Recent advancements in the field of mobile information systems have transformed the consumer lifestyle as well as have changed the digital service landscape globally. This exploratory study identifies and describe key ...
Salo, Markus (University of Jyväskylä, 2013)
Switching Behaviour in Smart Phone Messaging Services : It’s a Question of Context, Content, and Features of the Service McKenna, Brad; Mäkinen, Petri; Tuunanen, Tuure (University of Hawai'i at Manoa, 2021)
Shaikh, Aijaz A.; Glavee-Geo, Richard; Karjaluoto, Heikki; Hinson, Robert Ebo (Routledge, 2019)Mobile money (MM) is considered a revolutionary phenomenon in the developing world and relies on basic mobile handsets capable of voice and SMS or text. This chapter assesses the potential of mobile phones as a delivery ...
Factors influencing mobile banking continuous use in Sub-Sahara Africa : A study of mobile banking users in Nigeria Ukpabi, Dandison; Karjaluoto, Heikki; Olaleye, Sunday A.; Abass, Salimat Modupe (Routledge, 2019)The ubiquitous diffusion of information and communications technology is fundamentally impacting several sectors. In the financial services sub-sector, the convenience and speed that mobile banking (m-banking) applications ...