The acceptance and use of mobile banking apps among millennials in Gauteng, South Africa

Abstract : Mobile banking apps are one of the recent improvements in the mobile banking innovation domain that retail banks are promoting to their customers. Research into mobile banking app user behaviour is important to promoting a rapid acceptance of this banking innovation. Despite this, only limited studies have addressed this issue, particularly from the standpoint of emerging nations such as South Africa. Using the Unified Acceptance and Use of Technology (UTAUT 2) model as its theoretical background, this research analysed the drivers of and barriers to mobile banking app acceptance and use among millennials in Gauteng, South Africa. A survey strategy using a self-administered questionnaire was applied to obtain 352 usable responses from customers of the five major South African retail banks (Capitec, Absa, FNB, Nedbank, and Standard Bank). A partial least squares structural equation modelling technique using SmartPLS version 3 was used to assess the measurement model properties and to test the hypotheses proposed for the study. The findings suggest that performance expectancy a, facilitating conditions are significant drivers of millennials’ behavioural intention to use mobile banking apps. Furthermore, perceived risk was found to be a critical barrier to millennials’ behavioural intention to accept mobile banking apps; but, surprisingly, the impact of perceived risk on the actual use of mobile banking apps was found to be insignificant, thus suggesting that perceived risk is not a deterrent to mobile banking app use among millennials who currently use the innovation. Moreover, the actual use of mobile banking apps was found be strongly and positively associated with behavioural intention and facilitating conditions. The findings of this study contribute to the limited literature that currently exists on mobile banking apps acceptance in emerging countries such as South Africa. In addition, this study validates the UTAUT2 in a different country (South Africa), in a different age group (millennials), and in a different technology domain (mobile banking apps), and thus contributes towards cross-cultural validation of the UTAUT2 beyond its original setting.M.Com. (Marketing Management

Continuous Intention to Use Mobile Banking Apps: Empirical Study in Iraq

Mobile banking on applications is increasingly becoming an effective channel in the development of banking services. The increase in smartphone penetration globally and customers spending more time on business applications raise questions for bank managers on how to entice customers to continue using mobile banking applications. This study examines factors influencing the continuous intention to use mobile banking applications by combining, the technology acceptance model TAM model and trust factor. Research indicates that perceived usefulness and trust directly influence continuous intention to use mobile banking apps, while perceived ease-of-use and perceived risk indirectly influence continuance intention to use mobile banking apps through the trust factor. the moderating effect of demographics factors found that higher age will negatively affect the relationship between trust and continuous intention to use mobile banking apps

AN INVESTIGATION INTO THE CHALLENGES FACED BY USERS OF ELECTRONIC PAYMENT PLATFORMS OF NIGERIAN BANKS IN RIVERS STATE, NIGERIA

This study investigates the challenges faced by users of electronic payment platforms of Nigerian banks in Rivers State, Nigeria. Four specific purposes and four research questions were posed to guide the study. The study adopted descriptive survey research using quantitative approach. Structured questionnaire was used for data collection. The questionnaire was validated by an expert of measurement and evaluation from Federal College of Education (Tech.), Omoku and a marketer from Ecobank Nig, Bayelsa branch. Cronbach alpha was used to obtain a reliability index of 0.86 for the instrument. Data collected were analysed using mean and standard deviation. The findings revealed that challenges faced by users of ATM machines for e-payment are poor network, waiting time on ATM queues, lack of provision of slips with updated balance after ATM transaction, insufficient number of ATM machines within banks, poor working conditions of available ATM machines within banks, and delay in reversal of ATM error transactions. The results also revealed that challenges faced using POS for e-payments are misused of personal information at POS terminals, prolonged period of reversing wrong or failed transactions, and malfunctioning of POS machines. The results also revealed that poor customer’s information protection, unsecured internet transaction, difficulty of generating tokens, time spent on web page response, poor handling of internet banking complains by customer’s service unit lack of physical back-ups for internet transaction, poor access to internet service, and poor bank’s web content are challenges faced using internet banking for e-payments in Rivers State. The study also revealed that challenges faced using mobile banking apps for e-payment in Rivers State are poor quality of mobile banking apps, consistent update of mobile banking apps, payment limits on USSD and mobile banking apps, vulnerability of mobile banking transaction to activities of fraudsters, mobile phone virus, difficulty of navigation of mobile banking app’s content and bureaucratic process of resolving wrong transactions. Based on the findings, it was recommended among others that Banks in Rivers State should champion the provision of good smartphones, computers and original antivirus in collaboration with tech companies to their customers at subsidize rate with a flexible repayment policy. Article visualizations

An Analysis of Features and Tendencies in Mobile Banking Apps

Mobile devices such as smartphones and tablets are being employed alongside personal computers, and even replacing them in some applications. Banks are increasingly investing on mobility, by enabling the mobile web and mobile app channels for online banking, and by providing new mobile payment services. In this paper, the services for off-branch banking offered by several Italian banks are analyzed, showing that mobile apps have surpassed the mobile web channel in completeness of the offer, due to the fact that additional capabilities of mobile devices make possible advanced features and applications. An outlook on the near future is provided, remarking that mobile marketing and mobile recommender systems can greatly take advantage of being run natively on devices, making it desirable for businesses to invest on designing mobile apps

Antecedentes da intenção de continuidade de uso de mobile banking apps : uma abordagem integrada do “expectation–confirmation model” e “e-recs-qual”

Mestrado Bolonha em Gestão e Estratégia IndustrialCom o surgimento de um mundo cada vez mais digital, o número de aplicações móveis utilizadas diariamente é cada vez maior. Para acompanhar este crescimento contínuo das novas tecnologias, as empresas procuram adaptar-se a estes novos tempos. O presente estudo foca-se no estudo da utilização de Aplicações Bancárias Móveis (Mobile Banking Apps) em Portugal. Tem como objetivo testar o modelo conceptual proposto, o qual pretende explicar o efeito de um conjunto de antecedentes na utilidade percebida, satisfação e intenção de continuidade de utilização de aplicações bancárias móveis. Assim, este estudo tem como objetivos: compreender o que leva o utilizador a ter intenção de continuidade de utilização de uma app bancária móvel; explicar de que forma a satisfação do utilizador é afetada; e, compreender o modo como a utilidade percebida é influenciada. Para a estimação do modelo foram utilizadas 274 respostas válidas obtidas através de um questionário online. Os resultados obtidos demonstram que, a utilidade percebida é influenciada positivamente pela perceção de facilidade de utilização e pela qualidade percebida. O estudo mostrou ainda que a intenção da continuidade de utilização de aplicações bancárias móveis é influenciada apenas positivamente pela satisfação. E, por fim, quer a qualidade percebida, quer a recuperação do serviço mostraram afetar positivamente a satisfação do consumidor relativamente às aplicações bancárias móveis. Este estudo apresenta várias contribuições para a gestão, pois permite deter algum conhecimento acerca dos fatores que mais afetam a intenção de continuidade de utilização, utilidade percebida e a satisfação dos utilizadores de Aplicações Bancárias Móveis (Mobile Banking Apps), trazendo uma nova perspetiva a esta literatura.With the emergence of an increasingly digital world, the number of mobile applications used daily is increasing. To keep up with this continuous growth of new technologies, companies are trying to adapt to these new times. This study focuses on the study of the use of Mobile Banking Apps in Portugal. It aims to test the conceptual model proposed, which intends to explain the effect of a set of antecedents on perceived usefulness, satisfaction and continuance intention to use mobile banking applications. Thus, this study has as its objetive to: understand what leads users to have an continuance intention to use a mobile banking app; explain how user satisfaction is affected; and, understand how perceived usefulness is influenced. For the estimation of the model, 274 valid answers obtained through an online questionnaire were used. The results show that perceived usefulness is positively influenced by perceived ease of use and perceived quality. The study also showed that the continuance intention to use mobile banking apps is only positively influenced by satisfaction. And finally, both perceived quality and service recovery have showned to positively affect consumer satisfaction with mobile banking applications. This study presents several contributions to management, because it allows us to have some knowledge about the factors that most affect continuance intention, perceived usefulness and satisfaction of users of Mobile Banking Apps, bringing a new perspective to this literature.info:eu-repo/semantics/publishedVersio

Understanding Mobile Banking Applications’ Security risks through Blog Mining and the Workflow Technology

This paper provides a review of the security aspect of mobile banking applications. We employed blog mining as a research method to analyze blog discussion on security of mobile banking applications. Furthermore, we used the workflow technology to simulate real-life scenarios related to attacks on mobile banking applications. Insights are summarized to help banks and consumers mitigate the security risks of mobile banking applications

The adoption of mobile banking applications from a dual perspective

The rise of Fintech brought about an increase in competition for the banking sector given that, as well as offering services more oriented toward customers and optimizing the use of technologies, they often centered their activity on proposing products which traditional banking had offered. For its part, traditional banking finds in apps a fundamental tool and a way to counteract the pressure of the new competitors. This is why this work is aimed at analyzing, through a dual factor model, the facilitators and inhibitors of the adoption of mobile banking apps. Based on a field work of 240 surveys, and after applying Structural Equation Modeling, according to the results among the facilitators of the adoption of mobile banking the performance expectation plays a fundamental role, while satisfaction and sunk costs generate inertia in the use of digital banking.El surgimiento de las Fintech provoca un incremento de la competencia para el sector bancario ya que, además de ofrecer servicios más orientados a los clientes y optimizar el uso de las tecnologías, en muchas ocasiones centran su actividad en ofertar en productos que venía ofreciendo la banca tradicional. Por su parte, la banca tradicional encuentra en las apps una herramienta fundamental y una vía para contrarrestar la presión de los nuevos competidores. El presente trabajo se dirige a analizar, a través de un modelo de factor dual los favorecedores e inhibidores de la adopción de las apps de banca móvil. Basado en un trabajo de campo de 240 encuestas, y tras aplicarModelos de Ecuaciones Estructurales, de acuerdo con los resultados, entre los facilitadores de la adopción de las apps de banca móvil juega un papel fundamental la expectativa de resultado, mientras que la satisfacción y los costes hundidos generan la inercia en el uso de la banca digital

Customer Value Perception towards Use of Mobile Banking Applications

Mobile banking (m-banking) is one of the most widely used applications and innovative banking services in the past decade. However, the adoption rate of m-banking in developing countries is low and still has potential for growth. We explored factors and value perceptions of clients toward the use of m-banking applications. A conceptual model is presented using the Technology Acceptance Model (TAM) and Uses and Gratification Theory (UGT). The tested variables are Perceived Usefulness, Perceived Ease of Use, Social Integrative, Personal Integrative and Hedonic Benefits. 278 valid survey responses were collected from Iranian and Turkish clients. Multiple regression analysis indicated that Perceived Usefulness and Social Integrative Benefit are the key drivers in both Iran and Turkey, but Hedonic Benefit is only significant in Iran. The results contribute to literature by integrating UGT and TAM and to participate as it enables banks to better design services and to improve customer experience

Exploring Mobile Peer-to-Peer Payment Adoption: The Effects of SNS and Native Mobile Banking Apps Usage

Mobile payments have been adopted as an essential payment channel due to the proliferation of mobile phones and mobile e-commerce. Mobile peer-to-peer (P2P) payment applications, on the other hand, is still in its infancy and have yet to see mass adoption. This study aims to explore the factors that influence the adoption of such mobile P2P payment applications by using a large scale data set based on users’ mobile application usage behaviors. The main initial findings reveal that the length of the session of traditional bank application usage significantly influences the adoption of mobile P2P payment applications. In addition, the amount of social network service applications used positively impacted one’s adoption of mobile P2P payment applications. These findings have important theoretical and practical implications for stakeholders of mobile P2P payment solution providers as well as intermediaries/banks who provide their own payment applications to their customers

Applying the IS success model to mobile banking apps

Mobile banking applications (apps) are the latest technology to be offered by the retail banking sector. However, little research has been done to understand the adoption of this technology. Building on the DeLone and McLean IS Success Model, this study investigates the impacts of banking app quality (i.e., information quality, system quality, and service quality) on satisfaction, perceived innovativeness, and intention to continue using. System quality and information quality were found to be multidimensional structures with the user interface, response time, and security contributing significantly to system quality while understandability and completeness contributed significantly to information quality. The findings suggest that system quality significantly impacts perceived innovativeness while information quality significantly influences satisfaction. Both perceived innovativeness and user satisfaction significantly affect intention to continue using banking apps. Perceived innovativeness also has an indirect impact, through satisfaction, on intention to continue using