IDEAS home Printed from https://ideas.repec.org/a/ids/ijelfi/v8y2015i2-3-4p149-168.html
   My bibliography  Save this article

Consumers' perceptions of mobile banking continuous usage in Finland and South Africa

Author

Listed:
  • Aijaz A. Shaikh
  • Heikki Karjaluoto
  • Nathalie Beatrice Chinje

Abstract

This study examines continuous usage behaviour related to mobile banking (m-banking) among consumers living in Finland (FI) and South Africa (ZA). The study investigates three post-adoption behavioural consequences - namely, trust, satisfaction and word of mouth. Using purposeful sampling techniques, we found that trust plays a significant role in promoting continuous usage of m-banking. In general, the respondents reported high levels of trust in m-banking technology and were satisfied with the m-banking application and services. In addition, convenience, user friendliness and speed emerged as the main sub-topics related to satisfaction. In most cases, the convenience of using m-banking dominated the recommendation criteria. However, users, especially those in ZA, generally do not promote m-banking services to others. This study shows that for the majority of users, m-banking usage is related to increased satisfaction with the bank, implying that m-banking services should be a vital part of banks' strategy to retain customers.

Suggested Citation

  • Aijaz A. Shaikh & Heikki Karjaluoto & Nathalie Beatrice Chinje, 2015. "Consumers' perceptions of mobile banking continuous usage in Finland and South Africa," International Journal of Electronic Finance, Inderscience Enterprises Ltd, vol. 8(2/3/4), pages 149-168.
    • Handle: RePEc:ids:ijelfi:v:8:y:2015:i:2/3/4:p:149-168
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=70528
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

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


    Cited by:

    1. Zhu, Qianyu & Lyu, Zhongyao & Long, Yan & Wachenheim, Cheryl J., 2022. "Adoption of mobile banking in rural China: Impact of information dissemination channel," Socio-Economic Planning Sciences, Elsevier, vol. 83(C).
    2. Ayman N. Alkhaldi & Qasem M. Kharma, 2019. "Customer’s Intention to Adopt Mobile Banking Services: The Moderating Influence of Demographic Factors," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 16(05), pages 1-26, August.
    3. Shaikh, Aijaz A. & Glavee-Geo, Richard & Karjaluoto, Heikki & Hinson, Robert Ebo, 2023. "Mobile money as a driver of digital financial inclusion," Technological Forecasting and Social Change, Elsevier, vol. 186(PB).
    4. Avornyo, Philip & Fang, Jiaming & Antwi, Collins Opoku & Aboagye, Michael Osei & Boadi, Evans Asante, 2019. "Are customers still with us? The influence of optimum stimulation level and IT-specific traits on mobile banking discontinuous usage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 348-360.
    5. Shareef, Mahmud Akhter & Baabdullah, Abdullah & Dutta, Shantanu & Kumar, Vinod & Dwivedi, Yogesh K., 2018. "Consumer adoption of mobile banking services: An empirical examination of factors according to adoption stages," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 54-67.

    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:ids:ijelfi:v:8:y:2015:i:2/3/4:p:149-168. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=171 .

    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.