978-951-39-6893-9_vaitos16122016.pdf

Examining consumers' intention, behavior, and beliefs in mobile banking adoption and continuous usage

Abstract
Changing consumer behavior continues to have a profound impact on digital banking adoption and prolonged usage in developed and emerging markets. Several factors influence the consumer decision journey when choosing any specific digital channel or combination of channels. Among a variety of digital banking channels, this dissertation research seeks to contribute to the mobile banking (m-banking) literature by examining consumer behavior in m-banking services as well as technology (application) adoption and continuous usage, especially after considering the fact that financial service institutions have entered a time when offering mobile-based services is no longer a novelty but a necessity. This dissertation analyzes and synthesizes a plethora of literature on information systems/information technology and m-banking and their adoption and usage across various strata of populations in developed and emerging countries. The dissertation provides useful insights into the drivers of adoption and continuous usage of m-banking services and application. The most valuable findings indicate that the m-banking adoption and usage literature is fragmented and lacks a clear road map or agenda. The extant literature appears limited by its narrow focus on SMS banking in developing countries. More surprisingly, no studies address the use of m-banking applications via smartphones or tablets or consider the consequences of such usage. Self-congruence is significantly related to perceived value (PEVA) and addresses a critical gap in the extant literature, which does not seem to have analyzed the effect of self-congruence on m-banking continuous usage. Overall, PEVA is significantly associated with increased m-banking usage, and PEVA is a significant antecedent of the intention to use for consumers in a mature market. On a different note, the main motivation for the continuous usage of m- banking is convenience. The results also indicate positive changes in bank customers’ relationship commitment after using m-banking services.
Main Author
Shaikh, Aijaz Ahmed
Format
Theses Doctoral thesis
Published
2016
Series
Jyväskylä studies in business and economics
Subjects
koettu arvo
mobile banking
consumer behavior
pre-adoption
post-adoption
perceived value
relationship commitment
Finland
South Africa
mobiilipalvelut
pankkipalvelut
kuluttajat
kuluttajakäyttäytyminen
omaksuminen
käyttöönotto
arvo
asiakassuhde
sitoutuminen
Suomi
Etelä-Afrikka
ISBN
978-951-39-6893-9
Publisher
University of Jyväskylä
The permanent address of the publication
https://urn.fi/URN:ISBN:978-951-39-6893-9Use this for linking
ISSN
1457-1986
Language
English
Published in
Jyväskylä studies in business and economics
License
In CopyrightOpen Access

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author Shaikh, Aijaz Ahmed
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description Changing consumer behavior continues to have a profound impact on digital banking adoption and prolonged usage in developed and emerging markets. Several factors influence the consumer decision journey when choosing any specific digital channel or combination of channels. Among a variety of digital banking channels, this dissertation research seeks to contribute to the mobile banking (m-banking) literature by examining consumer behavior in m-banking services as well as technology (application) adoption and continuous usage, especially after considering the fact that financial service institutions have entered a time when offering mobile-based services is no longer a novelty but a necessity. This dissertation analyzes and synthesizes a plethora of literature on information systems/information technology and m-banking and their adoption and usage across various strata of populations in developed and emerging countries. The dissertation provides useful insights into the drivers of adoption and continuous usage of m-banking services and application. The most valuable findings indicate that the m-banking adoption and usage literature is fragmented and lacks a clear road map or agenda. The extant literature appears limited by its narrow focus on SMS banking in developing countries. More surprisingly, no studies address the use of m-banking applications via smartphones or tablets or consider the consequences of such usage. Self-congruence is significantly related to perceived value (PEVA) and addresses a critical gap in the extant literature, which does not seem to have analyzed the effect of self-congruence on m-banking continuous usage. Overall, PEVA is significantly associated with increased m-banking usage, and PEVA is a significant antecedent of the intention to use for consumers in a mature market. On a different note, the main motivation for the continuous usage of m- banking is convenience. The results also indicate positive changes in bank customers’ relationship commitment after using m-banking services.
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spellingShingle Examining consumers' intention, behavior, and beliefs in mobile banking adoption and continuous usage Shaikh, Aijaz Ahmed koettu arvo mobile banking consumer behavior pre-adoption post-adoption perceived value relationship commitment Finland South Africa mobiilipalvelut pankkipalvelut kuluttajat kuluttajakäyttäytyminen omaksuminen käyttöönotto arvo asiakassuhde sitoutuminen Suomi Etelä-Afrikka Jyväskylä studies in business and economics
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title Examining consumers' intention, behavior, and beliefs in mobile banking adoption and continuous usage
title_full Examining consumers' intention, behavior, and beliefs in mobile banking adoption and continuous usage
title_fullStr Examining consumers' intention, behavior, and beliefs in mobile banking adoption and continuous usage
title_full_unstemmed Examining consumers' intention, behavior, and beliefs in mobile banking adoption and continuous usage
title_short Examining consumers' intention, behavior, and beliefs in mobile banking adoption and continuous usage
title_sort Examining consumers intention behavior and beliefs in mobile banking adoption and continuous usage
topic koettu arvo mobile banking consumer behavior pre-adoption post-adoption perceived value relationship commitment Finland South Africa mobiilipalvelut pankkipalvelut kuluttajat kuluttajakäyttäytyminen omaksuminen käyttöönotto arvo asiakassuhde sitoutuminen Suomi Etelä-Afrikka
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