Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model

被引:261
作者
Baabdullah, Abdullah M. [1 ]
Alalwan, Ali Abdallah [2 ]
Rana, Nripendra P. [3 ]
Kizgin, Hatice [3 ]
Patil, Pushp [3 ]
机构
[1] King Abdulaziz Univ, Fac Econ & Adm, Dept Management Informat Syst, Jeddah, Saudi Arabia
[2] Al Balqa Appl Univ, Amman Coll Banking & Finance, Amman, Jordan
[3] Swansea Univ Bay Campus, Sch Management, Emerging Markets Res Ctr EMaRC, Fabian Way, Swansea SA1 8EN, W Glam, Wales
关键词
Mobile banking; UTAUT2; IS Success Model; Saudi Arabia; FACTORS INFLUENCING ADOPTION; SERVICE QUALITY DIMENSIONS; GAMES M-SNGS; INTERNET BANKING; INFORMATION-TECHNOLOGY; UNIFIED THEORY; EMPIRICAL-EXAMINATION; PERCEIVED EASE; CUSTOMER SATISFACTION; INTRINSIC MOTIVATION;
D O I
10.1016/j.ijinfomgt.2018.09.002
中图分类号
G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];
学科分类号
1205 ; 120501 ;
摘要
Mobile banking is one of the most promising technologies that has emerged in recent years and could prove to have considerable value to both banks and customers. Thus, this study recognises the need to test the main factors that could predict the use of mobile banking as well as how using such a system could contribute to both customer satisfaction and customer loyalty. The conceptual model of this study combines two models (i.e. UTAUT2 and the D& M IS Success Model). A questionnaire survey was conducted to collect the required data from convenience sampling of Saudi bank customers. The main factors - performance expectancy, price value, facilitating conditions, hedonic motivation, habit, system quality and service quality - were found to have a significant impact on actual use behaviour. This study was cross-sectional, therefore future studies should implement longitudinal studies in order to re-collect the findings. Further, this study adopted convenience sampling of Saudi M- Banking users. This may adversely impact the issue of generalisability to the whole population. The gap in the M-Banking literature in Saudi Arabia would be bridged by proposing a comprehensive conceptual model that scrupulously clarifies the use of M-Banking from the perspective of Saudi users. Furthermore, this study would consider the adoption of numeric data in order to inferentially analyse them using SEM. This in turn would assist in generalising the findings to the whole Saudi population.
引用
收藏
页码:38 / 52
页数:15
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