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How perceived value drives the use of mobile financial services apps

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  • Karjaluoto, Heikki
  • Shaikh, Aijaz A.
  • Saarijärvi, Hannu
  • Saraniemi, Saila

Abstract

Mobile information services have revolutionized business models and service delivery methods by facilitating consumer access to information and order placement via mobile apps. In developed markets, mobile banking (m-banking) and mobile payment (m-payment) applications have replaced text-based mobile services. However, extant research has not addressed these mobile financial services apps (MFSAs) adequately from the perspective of consumer behavior. Thus, the present study developed and tested a series of hypotheses related to the antecedents of perceived value of MFSA use; it also examined how such use affects the development of customers’ overall relationships with banks. Our hypotheses were tested using two samples (N = 992; N = 524) comprising different types of MFSA end-users in one of the leading countries in digital banking, Finland. The results supported most of the hypotheses and revealed that self-congruence and new product novelty are the principal drivers of perceived MFSA value. In addition, the findings show that the perceived value of MFSAs yields strong positive effects on customers’ overall satisfaction and commitment to their bank. The present study’s key managerial implication is that banks’ investments in developing MFSAs result in improved relationships with customers and increased business.

Suggested Citation

  • Karjaluoto, Heikki & Shaikh, Aijaz A. & Saarijärvi, Hannu & Saraniemi, Saila, 2019. "How perceived value drives the use of mobile financial services apps," International Journal of Information Management, Elsevier, vol. 47(C), pages 252-261.
    • Handle: RePEc:eee:ininma:v:47:y:2019:i:c:p:252-261
    DOI: 10.1016/j.ijinfomgt.2018.08.014
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    Cited by:

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    3. Lambert Kofi Osei & Yuliya Cherkasova & Kofi Mintah Oware, 2023. "Unlocking the full potential of digital transformation in banking: a bibliometric review and emerging trend," Future Business Journal, Springer, vol. 9(1), pages 1-18, December.
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    15. Zogaj, Adnan & Mähner, Philipp M. & Yang, Linyu & Tscheulin, Dieter K., 2023. "It’s a Match! The effects of chatbot anthropomorphization and chatbot gender on consumer behavior," Journal of Business Research, Elsevier, vol. 155(PA).
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    17. Muhammad Iskandar Hamzah, 2024. "Fear of COVID-19 disease and QR-based mobile payment adoption: a protection motivation perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 946-963, September.
    18. Zhani, Najlae & Mouri, Nacef & Ahmed, Tariq, 2022. "The role of mobile value and trust as drivers of purchase intentions in m-servicescape," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    19. Rodríguez-Rad, Carlos & Sánchez del Rio-Vázquez, María-Elena, 2023. "The relevance of participation Behavior, organizational Commitment, and attitudinal loyalty to the management of professional associations," Journal of Business Research, Elsevier, vol. 154(C).
    20. Hamzah, Muhammad Iskandar & Ramli, Faten Aisyah Ahmad & Shaw, Norman, 2023. "The moderating influence of brand image on consumers' adoption of QR-code e-wallets," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
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    22. George Konteos & Vaggelis Saprikis & Giorgos Avlogiaris & Aristides Papathomas, 2023. "An Extended UTAUT Model to Explore the Influential Factors towards M-Banking Apps’ Use," International Journal of Business and Management, Canadian Center of Science and Education, vol. 17(7), pages 1-29, February.
    23. G. M. Azmal Ali Quaosar & Md. Abidur Rahman & Md. Siddikur Rahman, 2024. "Factors Affecting the Adoption of HRIS: An Empirical Study Using Extended UTAUT2 Model," International Journal of Business and Management, Canadian Center of Science and Education, vol. 19(3), pages 213-213, June.
    24. Seon Hee Kim & Se Ran Yoo & Hyeon Mo Jeon, 2022. "The role of experiential value, novelty, and satisfaction in robot barista coffee shop in South Korea: COVID-19 crisis and beyond," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 771-790, September.
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