Differences in mobile banking trust amongst Generation Y consumers of the major South African retail banks

Abstract: Mobile banking is beneficial in terms of saving time and money as well as convenience and efficiency. However, given its cybernetic nature and risks associated with its use, trust issues are created. Therefore, it is important that retail banks ensure that their mobile banking channel is trustworthy. As such, the purpose of this study was to establish whether Generation Y consumers of the major South African retail banks differ in their mobile banking trust. Following a descriptive and single cross-sectional research design, self-administered survey questionnaires were completed by a convenience sample of 334 Generation Y consumers. The data was analysed using descriptive statistics, reliability and validity measures, Pearson’s product-moment correlation analysis, collinearity diagnostics and one-way analysis of variance (ANOVA). The findings indicate that there are differences between Generation Y consumers of the major South African retail banks and perceived trust in mobile banking, the integrity of the mobile bank, mobile banking structural assurances as well as the information quality of mobile banking. Understanding the differences in mobile banking trust and its related dimensions amongst Generation Y consumers of the major South African retail banks, retail banks can strategise to allay these consumers’ trust concerns, foster greater trust in their mobile channels as well as gain a competitive advantage and maintain consumer loyalty amongst this cohort of consumers

The Role of Decision Rationality on Users’ Attitudes toward Utilitarian Mobile Service Usage

Organizations in various industries have emphasized the need to use mobile information and communication technologies (mICTs) to deliver utilitarian services. Firms need to understand how users make routine and unexpected use decisions in order for their utilitarian mobile services (UMSs) to gain market acceptance. In this study, we empirically tested a theoretical model that examined how both affective attitude and cognitive attitude influence both routine and unexpected UMS use and the role of decision rationality in the process. We tested our model using two independent empirical studies. The results show that affective attitude had a stronger effect than cognitive attitude on routine use, while cognitive attitude had a stronger effect than affective attitude on the unexpected UMS use. Furthermore, decision rationality weakened the effects that affective attitude had on both routine use and unexpected use but strengthened the effects that cognitive attitude had on the routine use of UMSs. Our results advance knowledge on: 1) users’ behaviors when they use UMSs, 2) the effect that attitude components have on use at different levels of decision rationality, and 3) the underlying mechanism for our mixed findings about the effect of both affective and cognitive attitudes. These findings also provide insights for practitioners on how to promote their services among consumers

Determinants of continuous mobile banking usage in Malaysian police force

Mobile banking has the potential to improve both people's lives and bank efficiency. The long-term success of mobile banking is dependent on its consistent use. This study aims to investigate determinants of continuous mobile banking usage in the Malaysian police force. Police officers are one of the essential services among government servants in Malaysia. Work patterns and internal work time challenges among police officers. Mobile banking services allow police officers to conduct banking transactions without going to the bank. The main elements influencing police officers' continuous usage intention of mobile banking services are technology acceptance, quality dimension, and protection motivation. Underpinned by the Unified Theory of Acceptance and Use of Technology (UTAUT), Delone Mclean IS model and Protection Motivation Theory. The partial least squares technique was used to analyse empirical data from 562 Malaysian police officers who had prior experience with mobile banking. Results show a positive relationship between technology acceptance, perceived service quality, perceived system quality positively affect continuous usage intention. Hence, perceived information quality and protection motivation do not have significant effects on continuous usage Intention. Technology acceptance and protection motivation positively have significant effects on continuous usage behaviour. Moreover, continuous usage intention positively significant effects mediate the relationship between technology acceptance and continuous usage behaviour. Instead, continuous usage intention positively not significant effects mediates the relationship between protection motivation and continuous usage behaviour. In addition, mobile banking usage intention positively affects continuous usage behaviour. As a result, banks should prioritise these factors in their decision-making to increase the perceived benefits of mobile banking

The relationship between attitudinal, normative, control and satisfaction with continue broadband intention among household users in Malaysia

For broadband internet service providers, loss of subscriber base due to termination of service is inevitable. Meanwhile, it is alarming to see unpredictable broadband penetration in major cities while at the same time, the government strives to overcome slow broadband penetration in rural areas due to lack of continue broadband service intention. This research has adopted the factors from MATH Model, and information system (IS) continuance usage model to investigate the relationship with the continuance of broadband intention (CBI) where satisfaction is developed and integrated as a new construct. By understanding the factors affecting the CBI, it also describes the factors that influence household broadband penetration (HBP). This study has gauged the 1Malaysia Internet Center or Pusat Internet 1Malaysia (Pi1M) users' experience to measure their response towards CBI. The relations among the constructs of the proposed model are then hypothesized according to the literature findings and examined using SMART PLS 3.0. The study has drawn the samples of its population from the Pi1M in six regions of Malaysia (northern, central, southern, east coast, Sabah, and Sarawak). The cross-sectional study was conducted from October 2016 to January 2017 with 406 respondents from the target population. The results indicate that attitudinal and normative constructs are the critical factors followed by control construct that have shaped CBI. On the contrary, this study finds a negative association between satisfaction and CBI among the Pi1M users. Despite the growing number of studies on intention and adoption of technology, only a few number of researches have been done on theory-building and its linkage with CBI. In addition, the findings of this study and the new development of satisfaction as a new construct have also contributed to the existing literature which can be used by policymakers to improve their strategy in ensuring sustainable growth of broadband penetration in Malaysia