A review of theories on technology acceptance: the case of mobile banking user retention in Saudi Arabia

Mobile technologies have become a crucial functional element of modern organizations. They provide uninterrupted access to information, regardless of the user’s geographic location and time. Customer service, quality, satisfaction and retention are key proponents of measuring success and profitability in any organization. Due to the exponential growth of information technology, banks face dual competitive pressures to provide service quality and administrative efficiency. Accordingly, banks need to retain their existing users of mobile banking (m-banking) services to be able to benefit long term from this sustained usage behavior. The problem for banks is that the current understanding of determinants of m-banking sustained usage is limited. We propose some modifications to the DeLone and McLean Model (2003) of Information Systems Success in light of descriptive and relational studies, whereby the universal model may be applicable in post adoption user retention context. Using the findings of the review of theories and models, banks in Saudi Arabia can improve their m-banking strategies to achieve higher retention rates of existing users of m-banking services. While this study focused on m-banking user retention in the Saudi Arabian context catering to post adoption scenario, the purpose of this study is also to establish a universal measurement model for post adoption user perception of m-banking services, with global applicability

Antecedents of continuous usage intention of mobile banking services from the perspective of Delone and Mclean model of information system success

Mobile banking (M-banking) has been attested to play an important role in customer satisfaction therefore retention and inclination of the customers to decide and sustainable usage of the banking services. Presumably, relative advantage, post-use-trust influence and attitudinal loyalty plays important role in the decision of the continuous usage of M-banking. In addition to the specific factors, there are other important factors, which are required to be identified and modeled in evaluating the tendencies and intentions of continuous usage of M-banking. To discuss these and similar other factors affecting the customers post-use-trust, this study extends the key framework of DeLone and McLean (2003) by assessing the efficacy of the determinants of the post-adoption satisfaction and intention of continuous usage. Expected modification includes the identification of the effects of the relative advantage, post-use-trust influence and attitudinal loyalty. A key expectation of this study is to review the aspects of retention models in literature and hence propose a generalized approach towards identification and assessing determinants of overall satisfaction of M-banking customers generally and specifically of the intention of post-adoption and continuous usage and post-use-trust. It is expected that evidence of such modification and extension of the framework will lead to conclusion and findings towards key factors of post-adoption satisfaction and customer inclination and intention towards continuous usage of M-banking and hence will be beneficial for the banking sector researchers