Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

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

Consumers' perceptions of mobile banking continuous usage in Finland and South Africa 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. Keywords: mature market; emerging market; mobile banking; m-banking; trust; satisfaction; word of mouth; Finland; South Africa; e-finance; electronic finance. Reference to this paper should be made as follows: Shaikh, A.A., Karjaluoto, H. and Chinje, N.B. (2015) ` in Finland and South Africa', Int. J. Electronic Finance, Vol. 8, http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Electronic Finance Inderscience Publishers

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

Download PDF
20 pages

Loading next page...
 
/lp/inderscience-publishers/consumers-perceptions-of-mobile-banking-continuous-usage-in-finland-mOLu50bBjl
Publisher
Inderscience Publishers
Copyright
Copyright © 2015 Inderscience Enterprises Ltd.
ISSN
1746-0069
eISSN
1746-0077
DOI
10.1504/IJEF.2015.070528
Publisher site
See Article on Publisher Site

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. Keywords: mature market; emerging market; mobile banking; m-banking; trust; satisfaction; word of mouth; Finland; South Africa; e-finance; electronic finance. Reference to this paper should be made as follows: Shaikh, A.A., Karjaluoto, H. and Chinje, N.B. (2015) ` in Finland and South Africa', Int. J. Electronic Finance, Vol. 8,

Journal

International Journal of Electronic Finance – Inderscience Publishers

Published: Jan 1, 2015

There are no references for this article.