IDEAS home Printed from https://ideas.repec.org/a/ibn/ibrjnl/v12y2019i9p62-80.html
   My bibliography  Save this article

The Effect of Using Mobile Banking Services Applications on Electronic Word of Mouth: The Mediating Role of Perceived Trust

Author

Listed:
  • Lama Zalloum
  • Hamad Alghadeer
  • Nawras Nusairat

Abstract

The objective of this study is to examine selected dimensions of mobile banking, (such as Ease of Navigation, Personalization Level, Information Quality, Rewards) on e-wom through the mediating role of perceived trust. Self-structured questionnaire is used to collect data which is then shared via Google forms online and targeted only to the users of mobile banking services application in Jordan. Quantitative and analytical methods were used to analyze the data. 499 questioners were returned, 30 of which were rejected as they were not using mobile banking service applications. 469 of the questionnaires were accepted and analyzed using reliability test analysis, descriptive statistics and regression process. The findings of the study indicate that there is a statistically significant effect of mobile banking (Ease of Navigation, Personalization Level, Information quality, Rewards) through the mediation role of perceived trust on relationships between using mobile banking services and e-wom. It is recommended that banks pay more attention to mobile banking and build powerful and good E-WOM in order to spread the use of mobile banking rapidly.

Suggested Citation

  • Lama Zalloum & Hamad Alghadeer & Nawras Nusairat, 2019. "The Effect of Using Mobile Banking Services Applications on Electronic Word of Mouth: The Mediating Role of Perceived Trust," International Business Research, Canadian Center of Science and Education, vol. 12(9), pages 62-80, September.
  • Handle: RePEc:ibn:ibrjnl:v:12:y:2019:i:9:p:62-80
    as

    Download full text from publisher

    File URL: http://www.ccsenet.org/journal/index.php/ibr/article/download/0/0/40475/41687
    Download Restriction: no

    File URL: http://www.ccsenet.org/journal/index.php/ibr/article/view/0/40475
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Oecd, 2013. "Electronic and Mobile Commerce," OECD Digital Economy Papers 228, OECD Publishing.
    2. Koji Ishida & Lisa Slevitch & Katia Siamionava, 2016. "The Effects of Traditional and Electronic Word-of-Mouth on Destination Image: A Case of Vacation Tourists Visiting Branson, Missouri," Administrative Sciences, MDPI, vol. 6(4), pages 1-17, September.
    3. Iranzadeh, 2012. "Service Quality Dimensions in the Banking Industry and It's Effect on Customer Satisfaction (Case Study)," Chapters, in: Kim-Soon Ng (ed.), Quality Management and Practices, IntechOpen.
    4. David A Grigorian & Vlad Manole, 2006. "Determinants of Commercial Bank Performance in Transition: An Application of Data Envelopment Analysis," Comparative Economic Studies, Palgrave Macmillan;Association for Comparative Economic Studies, vol. 48(3), pages 497-522, September.
    5. Dr Ahmad Nahar Al-Rfou, 2013. "The Usage of Internet Banking Evidence from Jordan," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 3(5), pages 614-623, May.
    6. Rajagopal, 2015. "Consumer Value Management," Palgrave Macmillan Books, in: The Butterfly Effect in Competitive Markets, chapter 5, pages 119-143, Palgrave Macmillan.
    7. Wessel, Michael & Thies, Ferdinand, 2015. "The Effects of Personalization on Purchase Intentions for Online News: An Experimental Study of Different Personalization Increments," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 72797, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    8. Ahmad Nahar Al-Rfou, 2013. "The Usage of Internet Banking Evidence from Jordan," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 3(5), pages 614-623.
    9. Emad Masoud & Hanan AbuTaqa, 2017. "Factors Affecting Customers' Adoption of E-Banking Services in Jordan," Information Resources Management Journal (IRMJ), IGI Global, vol. 30(2), pages 44-60, April.
    10. Nicky J. Welton & Howard H. Z. Thom, 2015. "Value of Information," Medical Decision Making, , vol. 35(5), pages 564-566, July.
    11. Wessel, Michael & Thies, Ferdinand, 2015. "The Effects of Personalization on Purchase Intentions for Online News: An Experimental Study of Different Personalization Increments," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 73892, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Zarnadze Giorgi & Pereira Inês Veiga, 2021. "The impact of WOM on the acceptance of mobile banking," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 15(1), pages 377-391, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Maksym Koghut & Omar AI-Tabbaa, 2021. "Exploring Consumers’ Discontinuance Intention of Remote Mobile Payments during Post-Adoption Usage: An Empirical Study," Administrative Sciences, MDPI, vol. 11(1), pages 1-33, February.
    2. DR.A.VARADARAJ & Mrs.D.CHARUMATHI, 2019. "Impact Of Hedonic And Utilitarian Shopping Motive On Online Purchase Decision," CSIE Working Papers, Center for Studies in European Integration (CSEI), Academy of Economic Studies of Moldova (ASEM), issue 11, pages 6-16, March.
    3. Hama Khan Yadgar M., 2019. "An Essential Review of Internet Banking Services in Developing Countries," Financial Internet Quarterly (formerly e-Finanse), Sciendo, vol. 15(2), pages 73-86, June.
    4. Leila Meratian Esfahani & Lester W. Johnson, 2018. "Stakeholders’ Engagement and Strategic Management of Social Media," Journal of International Business Research and Marketing, Inovatus Services Ltd., vol. 3(6), pages 47-56, September.
    5. Kurnia ASNI & NASIR & Mukhlis YUNUS & NURDASILA, 2018. "Service Quality of Internet Banking from an Indonesian Perspective," Expert Journal of Marketing, Sprint Investify, vol. 6(2), pages 45-51.
    6. Wen-Chin Tsao & Yuan-Wei Shao, 2018. "How Is Flow Induced? From the Perspective of Online and Offline Channels," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(1), pages 11-28, March.
    7. Raluca Daniela RIZEA, 2015. "Growth Strategies Of Multinational Companies Study Case: Precious Metals Jewelry Retail Industry," SEA - Practical Application of Science, Romanian Foundation for Business Intelligence, Editorial Department, issue 7, pages 497-502, April.
    8. Alalwan, Ali Abdallah & Dwivedi, Yogesh K. & Rana, Nripendra P. & Algharabat, Raed, 2018. "Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 125-138.
    9. Sarasvuo, Sonja & Rindell, Anne & Kovalchuk, Marina, 2022. "Toward a conceptual understanding of co-creation in branding," Journal of Business Research, Elsevier, vol. 139(C), pages 543-563.
    10. Zhou, Xiongyong & Xu, Zhiduan, 2022. "Traceability in food supply chains: a systematic literature review and future research directions," International Food and Agribusiness Management Review, International Food and Agribusiness Management Association, vol. 25(2), March.
    11. Yulin Hswen & Nguemdjo Ulrich & Yom-Tom Elad & Bruno Ventelou, 2022. "Economics of attention: The gender-based bing communication study on depression," Post-Print hal-03545595, HAL.
    12. Vincenzo Varriale & Antonello Cammarano & Francesca Michelino & Mauro Caputo, 2021. "Sustainable Supply Chains with Blockchain, IoT and RFID: A Simulation on Order Management," Sustainability, MDPI, vol. 13(11), pages 1-23, June.
    13. Valeria Costantini & Francesco Crespi & Giovanni Marin & Elena Paglialunga, 2016. "Eco-innovation, sustainable supply chains and environmental performance in European industries," LEM Papers Series 2016/19, Laboratory of Economics and Management (LEM), Sant'Anna School of Advanced Studies, Pisa, Italy.
    14. Saeideh Sharifi fard & Ezhar Tamam & Md Salleh Hj Hassan & Moniza Waheed & Zeinab Zaremohzzabieh, 2016. "Factors affecting Malaysian university students’ purchase intention in social networking sites," Cogent Business & Management, Taylor & Francis Journals, vol. 3(1), pages 1182612-118, December.
    15. Lee, Alice J. & Ames, Daniel R., 2017. "“I can’t pay more” versus “It’s not worth more”: Divergent effects of constraint and disparagement rationales in negotiations," Organizational Behavior and Human Decision Processes, Elsevier, vol. 141(C), pages 16-28.
    16. Hussain, Hadia & Murtaza, Murtaza & Ajmal, Areeb & Ahmed, Afreen & Khan, Muhammad Ovais Khalid, 2020. "A study on the effects of social media advertisement on consumer’s attitude and customer response," MPRA Paper 104675, University Library of Munich, Germany.
    17. A. G. Fatullayev & Nizami A. Gasilov & Şahin Emrah Amrahov, 2019. "Numerical solution of linear inhomogeneous fuzzy delay differential equations," Fuzzy Optimization and Decision Making, Springer, vol. 18(3), pages 315-326, September.
    18. Cyril Chalendard, 2015. "Use of internal information, external information acquisition and customs underreporting," Working Papers halshs-01179445, HAL.
    19. Arun Advani & William Elming & Jonathan Shaw, 2023. "The Dynamic Effects of Tax Audits," The Review of Economics and Statistics, MIT Press, vol. 105(3), pages 545-561, May.
    20. Philippe Aghion & Ufuk Akcigit & Matthieu Lequien & Stefanie Stantcheva, 2017. "Tax simplicity and heterogeneous learning," CEP Discussion Papers dp1516, Centre for Economic Performance, LSE.

    More about this item

    Keywords

    mobile banking; e-wom; Banks; perceived trust; Jordan;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ibn:ibrjnl:v:12:y:2019:i:9:p:62-80. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Canadian Center of Science and Education (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.