Modeling the Success of Application-Based Mobile Banking
Abstract
:1. Introduction
2. Review of Literature
3. Model and Hypotheses Development
- The literature considers the D&M EC success model as an all-inclusive post-adoption assessment framework, and a great deal of empirical research has already validated the associations proposed by this model, e.g., (Lee and Chung 2009; Petter and McLean 2009; Tam and Oliveira 2016; Zhou 2013);
- Due to the popularity of this model, prior scholars have introduced and validated countless measurement items for assessing dimensions (variables) proposed by the D&M EC success model (Ghobakhloo et al. 2015; Petter et al. 2008; Urbach et al. 2010), and;
- Review of the literature indicates that the D&M EC success model, and its predecessors, the original and updated D&M IS success model (DeLone and McLean 1992, 2003) are the dominating and most frequently used frameworks for the post-adoption assessment of EC/IS (Petter et al. 2013; Petter and McLean 2009; Urbach and Müller 2012). Examples of the application of the original or updated D&M IS success model include the assessment of employee portal success (Urbach et al. 2010), student information system usage (Rai et al. 2002), mobile banking user satisfaction (Chung and Kwon 2009), EC website success (Chen et al. 2013), enterprise resource planning implementation success (Ram et al. 2013), success of prescription-release IS (Ku et al. 2014), and individual performance of mobile banking users (Tam and Oliveira 2016).
3.1. Hypotheses
3.2. Control Variables
4. Research Methodology
4.1. Instrument Development
4.2. Research Design
5. Analysis and Results
5.1. Measurement Model
5.2. Structural Model
6. Discussion
6.1. Contribution to Research and Practice
6.2. Limitations and Future Research Directions
Author Contributions
Funding
Conflicts of Interest
References
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Study | Survey Overview | Theoretical Basis | Findings |
---|---|---|---|
Gu et al. (2009) | A web-based survey of 910 users of Wooribank mobile banking service | Technology Acceptance Model (TAM) and the trust-based TAM | Trust, perceived ease of use, and perceived usefulness are three direct antecedents of behavioral intention. These variables, in turn, are determined by social influence, system quality, self-efficacy, and facilitating conditions, among others |
Chung and Kwon (2009) | Survey of 397 users of mobile banking in Korea | DeLone & McLean IS success model | Information and system quality directly affect customer satisfaction, while information presentation fails to do so. Trust can potentially moderate these relationships |
Zhou et al. (2010) | Survey of 250 users of mobile banking | Unified Theory of Acceptance and Use of Technology (UTAUT) and Task-Technology Fit (TTF) | Factors, such as facilitating conditions, task-technology fit, performance expectancy, and social influence, are among determinants of mobile banking adoption |
Lin (2011) | Survey of 177 potential and 191 repeat customers of mobile banking | Diffusion of Innovation (DOI) | Factors, such as competence, relative advantage, and compatibility, are critical determinants of attitude. The attitude, in turn, leads to behavioral intention to mobile banking adoption or continued usage |
Zhou (2011) | Survey of 210 users of mobile banking | DeLone & McLean IS success model, Theory of Reasoned Action (TRA) and trust background | Structural assurance, coupled with information quality, can develop initial trust. System quality and information quality predict perceived usefulness, which is, in turn, affected by the initial trust. Initial trust and perceived usefulness, collectively, determine mobile banking usage intention |
Akturan and Tezcan (2012) | Survey of 435 non-users of mobile banking | TAM | Attitude toward mobile banking is predicted by traditional determinants, such as perceived social risk, perceived benefit, and perceived performance. Attitude, in turn, determines mobile banking adoption intention |
Kang et al. (2012) | Survey of 370 Korean mobile-banking users | DOI, TAM, TRA, and Theory of Planned Behavior (TPB) | Sustained use of mobile banking among Korean users is determined by perceived usability, perceived value, and channel preference |
Oliveira et al. (2014) | Survey of 194 potential users of mobile banking | TTF, UTAUT, and initial trust model | Behavioral intention is affected directly by initial trust, task-technology fit, and performance expectancy. Mobile banking, in turn, is affected by behavioral intentions, as well as facilitating conditions |
Mohammadi (2015) | The online survey of 128 potential users of mobile banking | TAM, UTAUT, and DOI | In the mobile banking context, compatibility determines attitude. Resistance is negatively associated with ease of use and usefulness. The relationship between usefulness and attitude is moderated by personal innovativeness, as well as subjective norms |
Montazemi and Qahri-Saremi (2015) | Review of 25,265 cases in the context of online banking adoption | Grounded Theory Literature Review method | Trust in the physical bank, trust in online banking, and perceived ease of use and usefulness significantly affect mobile banking adoption intentions. Besides perceived usefulness, trust in the physical bank and trust in online banking directly determine continued use intention toward online banking |
Tam and Oliveira (2016) | The online survey of 233 individual users of mobile banking | DeLone & McLean IS success model and TTF model | Individual performance is determined by user satisfaction, as well as system use. Task-technology fit moderates the influence of system use on performance. Quality dimensions of mobile banking positively affect user satisfaction |
An online survey of Tunisian bank customers | The theory of trying | Three different types of attitudes (toward success, failure, and learning to use) determine attitude toward mobile banking, which, in turn, determines the mobile banking adoption indention directly | |
Al-Otaibi et al. (2018) | The online survey of mobile banking application users in the United Kingdom, as well as the Kingdom of Saudi Arabia | User satisfaction background | Although system quality directly determines customer satisfaction in the United Kingdom, this relationship, however, has been insignificant among Saudi Arabian users. Customer satisfaction, in turn, is affected by the interface design, as well as information quality. Satisfaction with mobile banking was observed to be higher in the UK |
Zhou (2018) | Survey of 309 users of mobile service users in China | IDT, TTF, UTAUT, and IS success model | Relative advantage, trust, and social influence, among other factors, determine mobile banking switching intention |
Sharma (2019) | The electronic survey of Omani mobile banking users | TAM | The two variables of trust and autonomous motivation are critical predictors of mobile banking acceptance among Omani users |
Variable | Items | Coding | Source |
---|---|---|---|
Mobile banking application system quality | The main mobile banking application that I am currently using … | SYSQ | Chung and Kwon (2009), Ghobakhloo et al. (2013), Kang et al. (2012) |
always provides me with needed information in a timely fashion. | SYSQ1 | ||
always operates reliably. | SYSQ2 | ||
enables me to access the needed information easily. | SYSQ3 | ||
has always been easy to interact with. | SYSQ4 | ||
has enabled me to conduct needed banking activities. | SYSQ5 | ||
Mobile banking application information quality | The main mobile banking application that I am currently using has provided me with … | INFQ | Chung and Kwon (2009), Lee and Chung (2009) |
all the information I need. | INFQ1 | ||
up-to-date information. | INFQ2 | ||
well-formatted information. | INFQ3 | ||
accurate and reliable information. | INFQ4 | ||
error-free and detailed information. | INFQ5 | ||
Mobile banking service quality | With regard to the main mobile banking service and application that I am currently using, my service provider has … | SERVQ | Wang (2008), Zhou (2013) |
been willing to solve my problems with mobile banking. | SERVQ1 | ||
paid adequate attention when I experience problems with mobile banking. | SERVQ2 | ||
always been ready to help me with my requests. | SERVQ3 | ||
been knowledgeable enough to answer my questions and inquiries. | SERVQ4 | ||
Experienced advantage of mobile banking | The main mobile banking service and application that I am currently using … | EXPA | Kang et al. (2012), Tam and Oliveira (2016) |
has enabled me to accomplish more banking activities. | EXPA1 | ||
has enabled me to perform banking activities more efficiently. | EXPA2 | ||
has provided me with greater control over the financial transaction. | EXPA3 | ||
has enabled me to perform banking activities more quickly. | EXPA4 | ||
Satisfaction with mobile banking service | With regard to the main mobile banking service and application that I am currently using, I am satisfied with … | SATIS | Chung and Kwon (2009), Ghobakhloo et al. (2013), Tam and Oliveira (2016) |
the information I get from the mobile banking service. | SATIS1 | ||
the mobile banking service and the functionality of its mobile banking application. | SATIS2 | ||
the overall performance of the mobile banking service. | SATIS3 | ||
Post-use trust | Based on my experience with the main mobile banking application that I am currently using, … | PUT | Lee and Chung (2009), Luo et al. (2010), Zhou (2013) |
I believe I can trust it in protecting my personal information. | PUT1 | ||
I believe I can trust in it. | PUT2 | ||
I believe it is reliable. | PUT3 | ||
I believe it provides good service. | PUT4 | ||
Experienced risk of mobile banking | With regard to the main mobile banking application that I am currently using, … | RISK | Akturan and Tezcan (2012), Kang et al. (2012) |
there have been several problems with my financial transactions. | RISK1 | ||
I have experienced monetary loss because of my mobile banking. I have experienced mobile banking application or account being hacked. | RISK2 | ||
there has been a considerable amount of risk involved with banking activities. | RISK3 | ||
Attitudinal loyalty toward service | With regard to the main mobile banking service and its banking application that I am currently using, … | ATTL | Hong and Cho (2011), Mohammadi (2015) |
my preference for using mobile banking services would not willingly change. | ATTL1 | ||
it would be difficult to change my beliefs about the mobile banking service. | ATTL2 | ||
changing from mobile banking to alternate banking services (other banking channels, such as web banking) requires major rethinking. | ATTL3 | ||
Mobile banking application repeated use | Please indicate the frequency of usage of the main mobile banking application for conducting the following banking activities: (8-point scale. 0, never used; 1, once a week; …; 7, more than 20 times a week. | MBRU | Kang et al. (2012), Wang (2008) |
Viewing balance and account activity | MBRU1 | ||
Inter/Intra account transfers | MBRU2 | ||
3rd party payments | MBRU3 | ||
Debit card management | MBRU4 | ||
ATM locators | MBRU5 | ||
Accessing customer support | MBRU6 | ||
Mobile bill payment | MBRU7 |
Variable | Type | Frequency | Percentage |
---|---|---|---|
Gender | Male | 205 | 50.995% |
Female | 197 | 49.005% | |
Age | Less than 22 | 63 | 15.672% |
22–26 | 102 | 25.373% | |
26–35 | 109 | 27.114% | |
35–45 | 86 | 21.393% | |
More than 45 | 42 | 10.448% | |
Schooling | Lower than BSc | 111 | 27.612% |
BSc | 203 | 50.498% | |
MSc or higher | 88 | 21.891% | |
Mobile device | Smartphone | 277 | 68.905% |
Tablet | 125 | 31.095% |
Variable | Item | Factor Loading | Cronbach’s Alpha | Composite Reliability | Average Variance Extracted |
---|---|---|---|---|---|
Mobile banking application system quality | 0.899 | 0.909 | 0.668 | ||
SYSQ1 | 0.736 | ||||
SYSQ2 | 0.872 | ||||
SYSQ3 | 0.860 | ||||
SYSQ4 | 0.794 | ||||
SYSQ5 | 0.817 | ||||
Mobile banking application information quality | 0.906 | 0.920 | 0.697 | ||
INFQ1 | 0.759 | ||||
INFQ2 | 0.788 | ||||
INFQ3 | 0.901 | ||||
INFQ4 | 0.846 | ||||
INFQ5 | 0.873 | ||||
Mobile banking service quality | SERVQ | 0.851 | 0.860 | 0.606 | |
SERVQ1 | 0.830 | ||||
SERVQ2 | 0.751 | ||||
SERVQ3 | 0.803 | ||||
SERVQ4 | 0.726 | ||||
Experienced advantage of mobile banking | EXPA | 0.834 | 0.855 | 0.597 | |
EXPA1 | 0.785 | ||||
EXPA2 | 0.716 | ||||
EXPA3 | 0.774 | ||||
EXPA4 | 0.813 | ||||
Satisfaction with mobile banking service | SATIS | 0.828 | 0.835 | 0.628 | |
SATIS1 | 0.822 | ||||
SATIS2 | 0.793 | ||||
SATIS3 | 0.761 | ||||
Post-use trust | PUT | 0.842 | 0.854 | 0.594 | |
PUT1 | 0.759 | ||||
PUT2 | 0.838 | ||||
PUT3 | 0.720 | ||||
PUT4 | 0.762 | ||||
Experienced risk of mobile banking | RISK | 0.769 | 0.799 | 0.570 | |
RISK1 | 0.760 | ||||
RISK2 | 0.792 | ||||
RISK3 | 0.711 | ||||
Attitudinal loyalty toward service | ATTL | 0.850 | 0.866 | 0.684 | |
ATTL1 | 0.851 | ||||
ATTL2 | 0.786 | ||||
ATTL3 | 0.842 | ||||
Mobile banking application repeated use | MBRU | Not available since the composite score was calculated for items MBRU1 to MBRU7 in the Structural Equation Modeling (SEM) analysis. |
SYSQ | INFQ | SERVQ | EXPA | SATIS | PUT | RISK | ATTL | MBRU | |
---|---|---|---|---|---|---|---|---|---|
SYSQ | 0.817 | ||||||||
INFQ | 0.599 | 0.835 | |||||||
SERVQ | 0.503 | 0.626 | 0.778 | ||||||
EXPA | 0.584 | 0.532 | 0.546 | 0.773 | |||||
SATIS | 0.708 | 0.623 | 0.185 | 0.575 | 0.792 | ||||
PUT | 0.623 | 0.414 | 0.453 | 0.614 | 0.548 | 0.770 | |||
RISK | −0.204 | −0.066 | −0.488 | −0.491 | −0.507 | −0.406 | 0.755 | ||
ATTL | 0.605 | 0.536 | 0.487 | 0.451 | 0.484 | 0.591 | −0.370 | 0.827 | |
IRMB | 0.657 | 0.558 | 0.470 | 0.618 | 0.365 | 0.638 | −0.309 | 0.657 | NA |
Hypotheses | Relationship | β | p Value | f2 | Support |
---|---|---|---|---|---|
H1a | Mobile banking application system quality → Satisfaction with mobile banking service | 0.599 | 0.000 | 0.203 | Yes |
H1b | Mobile banking application system quality → Post-use trust | 0.416 | 0.003 | 0.177 | Yes |
H2a | Mobile banking application information quality → Satisfaction with mobile banking service | 0.298 | 0.015 | 0. 147 | Yes |
H2b | Mobile banking application information quality → Post-use trust | 0.200 | 0.028 | 0.092 | Yes |
H3a | Mobile banking service quality → Satisfaction with mobile banking service | −0.018 | 0.893 | 0.003 | No |
H3b | Mobile banking service quality → Post-use trust | 0.263 | 0.019 | 0.086 | Yes |
H4a | Experienced risk of mobile banking → Experienced advantage of mobile banking | −0.491 | 0.000 | 0.251 | Yes |
H4b | Experienced risk of mobile banking → Mobile banking application repeated use | −0.037 | 0.847 | 0.008 | No |
H5a | Experienced advantage of mobile banking → Satisfaction with mobile banking service | 0.208 | 0.041 | 0.106 | Yes |
H5b | Experienced advantage of mobile banking → Mobile banking application repeated use | 0.285 | 0.010 | 0.069 | Yes |
H6a | Satisfaction with mobile banking service → Attitudinal loyalty toward service | 0.229 | 0.014 | 0.075 | Yes |
H6b | Satisfaction with mobile banking service→ Mobile banking application repeated use | 0.089 | 0.108 | 0.011 | No |
H7a | Post-use trust → Attitudinal loyalty toward service | 0.465 | 0.002 | 0.290 | Yes |
H7b | Post-use trust → Mobile banking application repeated use | 0.232 | 0.013 | 0.148 | Yes |
H8 | Attitudinal loyalty toward service → Mobile banking application repeated use | 0.325 | 0.004 | 0.239 | Yes |
- | Age → Mobile banking application repeated use | 0.012 | 0.948 | 0.002 | No |
- | Schooling → Mobile banking application repeated use | −0.051 | 0.926 | 0.005 | No |
© 2019 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (http://creativecommons.org/licenses/by/4.0/).
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Ghobakhloo, M.; Fathi, M. Modeling the Success of Application-Based Mobile Banking. Economies 2019, 7, 114. https://doi.org/10.3390/economies7040114
Ghobakhloo M, Fathi M. Modeling the Success of Application-Based Mobile Banking. Economies. 2019; 7(4):114. https://doi.org/10.3390/economies7040114
Chicago/Turabian StyleGhobakhloo, Morteza, and Masood Fathi. 2019. "Modeling the Success of Application-Based Mobile Banking" Economies 7, no. 4: 114. https://doi.org/10.3390/economies7040114
APA StyleGhobakhloo, M., & Fathi, M. (2019). Modeling the Success of Application-Based Mobile Banking. Economies, 7(4), 114. https://doi.org/10.3390/economies7040114