IDEAS home Printed from https://ideas.repec.org/a/pal/jofsma/v26y2021i1d10.1057_s41264-020-00083-9.html
   My bibliography  Save this article

Determinants of mobile bank usage among the bank users in North India

Author

Listed:
  • Shalini Srivastava

    (Jaipuria Institute of Management)

  • Sushama Vishnani

    (Jaipuria Institute of Management)

Abstract

This manuscript purports to assess the determinants of service quality and their implications for continuance intention of usage of mobile banking. Our research model investigates the moderating influence of trust between service quality and user’s satisfaction, and mediating impact of satisfaction on service quality—Continuance Intention relationship. The study used a sample size of 258 respondents from North India. All hypotheses were tested using SPSS and PROCESS Macro (Hayes). A positive connection was found between all study constructs. Furthermore, results revealed that trust did not moderate the impact of service quality on satisfaction; satisfaction partially mediated the service quality—Continuance Intention relationship. Findings of the study suggest that banks must emphasise on user-friendly interface for the m-banking application as well as the relevant service processes related to perceived ease of use. It is advisable that the user interface looks orderly and is easy to navigate. Also, results derived from the study suggest that banks must consider mobile security as a very important issue in order to protect the customers from fraud, and thus encourage use of m-banking application. The results cannot be generalised since data was collected only from northern part of India.

Suggested Citation

  • Shalini Srivastava & Sushama Vishnani, 2021. "Determinants of mobile bank usage among the bank users in North India," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(1), pages 34-51, March.
    • Handle: RePEc:pal:jofsma:v:26:y:2021:i:1:d:10.1057_s41264-020-00083-9
    DOI: 10.1057/s41264-020-00083-9
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41264-020-00083-9
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1057/s41264-020-00083-9?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

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

    References listed on IDEAS

    as
    1. Mohammad Al-Nasser & Rushami Zien Yusoff & Rabiul Islam & Abdullah ALNasser, 2013. "E-Service Quality and its Effect on Consumers’ Perceptions Trust," American Journal of Economics and Business Administration, Science Publications, vol. 5(2), pages 47-55, December.
    2. Gefen, David, 2000. "E-commerce: the role of familiarity and trust," Omega, Elsevier, vol. 28(6), pages 725-737, December.
    3. Sindhu Singh & R. K. Srivastava, 2014. "Factors Influencing the Adoption of Mobile Banking in India," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global, vol. 6(4), pages 1-15, October.
    4. Ronald T. Cenfetelli & Izak Benbasat & Sameh Al-Natour, 2008. "Addressing the What and How of Online Services: Positioning Supporting-Services Functionality and Service Quality for Business-to-Consumer Success," Information Systems Research, INFORMS, vol. 19(2), pages 161-181, June.
    5. Fernanda Leão Ramos & Jorge Brantes Ferreira & Angilberto Sabino de Freitas & Juliana Werneck Rodrigues, 2018. "The Effect of Trust in the Intention to Use m-banking," Brazilian Business Review, Fucape Business School, vol. 15(2), pages 175-191, March.
    6. Madhavan Parthasarathy & Anol Bhattacherjee, 1998. "Understanding Post-Adoption Behavior in the Context of Online Services," Information Systems Research, INFORMS, vol. 9(4), pages 362-379, December.
    7. Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
    8. Gary Howat & Guy Assaker, 2013. "The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia," Sport Management Review, Taylor & Francis Journals, vol. 16(3), pages 268-284, July.
    9. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    10. Vithya Leninkumar, 2017. "The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(4), pages 450-465, April.
    11. Stephen W. Wang & Waros Ngamsiriudom & Chia-Hung Hsieh, 2015. "Trust disposition, trust antecedents, trust, and behavioral intention," The Service Industries Journal, Taylor & Francis Journals, vol. 35(10), pages 555-572, July.
    12. Chia-Hsun Chang & Vinh V. Thai, 2016. "Do port security quality and service quality influence customer satisfaction and loyalty?," Maritime Policy & Management, Taylor & Francis Journals, vol. 43(6), pages 720-736, August.
    13. Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June.
    14. Ghosh Kumar Sagib & Barua Zapan, 2014. "Bangladeshi mobile banking service quality and customer satisfaction and loyalty," Management & Marketing, Economic Publishing House, vol. 9(3), Autumn.
    15. Sujeet Kumar Sharma & Srikrishna Madhumohan Govindaluri & Shahid M. Al Balushi, 2015. "Predicting determinants of Internet banking adoption," Management Research Review, Emerald Group Publishing Limited, vol. 38(7), pages 750-766, July.
    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. Danping Liu & Hedan Fang & Yuanmao Tang & Salmi Mohd Isa & Jinquan Tang, 2023. "Intelligent Technology Solutions and Banking Efficiency: The Impacts of Institutional Innovation and Consumer Participation," SAGE Open, , vol. 13(2), pages 21582440231, June.
    2. Ajimon George & Prajod Sunny, 2023. "Why do people continue using mobile wallets? An empirical analysis amid COVID-19 pandemic," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 807-821, December.
    3. Benedict Ogbemudia Imhanrenialena & Ozioma Happiness Obi-Anike & Chikodili Nkiruka Okafor & Ruby Nneka Ike & Chinedu Obiora-Okafo, 2022. "Addressing Financial Inclusion Challenges in Rural Areas from the Financial Services Marketing Employee Emotional Labor Dimension: Evidence from Nigeria," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(2), pages 136-146, June.
    4. Balan Sundarakani & Okey Peter Onyia, 2021. "Fast, furious and focused approach to Covid-19 response: an examination of the financial and business resilience of the UAE logistics industry," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(4), pages 237-258, December.
    5. Rajeev Kumra & Praveen Kumar Sharma, 2022. "Mediating role of trust in the impact of perceived empathy and customer orientation on intention to continue relationship in Indian banks," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(4), pages 372-386, December.
    6. L. Vimal Raj & S. Amilan & K. Aparna & Karthick Swaminathan, 2024. "Factors influencing the adoption of cashless transactions during COVID-19: an extension of enhanced UTAUT with pandemic precautionary measures," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(2), pages 488-507, June.

    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. Fernanda Leão Ramos & Jorge Brantes Ferreira & Angilberto Sabino de Freitas & Juliana Werneck Rodrigues, 2018. "The Effect of Trust in the Intention to Use m-banking," Brazilian Business Review, Fucape Business School, vol. 15(2), pages 175-191, March.
    2. Liébana-Cabanillas, Francisco & Marinkovic, Veljko & Ramos de Luna, Iviane & Kalinic, Zoran, 2018. "Predicting the determinants of mobile payment acceptance: A hybrid SEM-neural network approach," Technological Forecasting and Social Change, Elsevier, vol. 129(C), pages 117-130.
    3. Kamal Abubker Abrahim Sleiman & Lan Juanli & Hongzhen Lei & Ru Liu & Yuanxin Ouyang & Wenge Rong, 2021. "User Trust levels and Adoption of Mobile Payment Systems in China: An Empirical Analysis," SAGE Open, , vol. 11(4), pages 21582440211, November.
    4. Cao, XinYu & Mokhtarian, Patricia L, 2005. "The Intended and Actual Adoption of Online Purchasing: A Brief Review of Recent Literature," Institute of Transportation Studies, Working Paper Series qt45q5p1vb, Institute of Transportation Studies, UC Davis.
    5. Mariani, Marcello M. & Ek Styven, Maria & Teulon, Fréderic, 2021. "Explaining the intention to use digital personal data stores: An empirical study," Technological Forecasting and Social Change, Elsevier, vol. 166(C).
    6. Arif Hasan & S. K. Gupta, 2020. "Exploring Tourists’ Behavioural Intentions Towards Use of Select Mobile Wallets for Digital Payments," Paradigm, , vol. 24(2), pages 177-194, December.
    7. Nripendra P. Rana & Yogesh K. Dwivedi & Banita Lal & Michael D. Williams & Marc Clement, 2017. "Citizens’ adoption of an electronic government system: towards a unified view," Information Systems Frontiers, Springer, vol. 19(3), pages 549-568, June.
    8. Zeleke Siraye Asnakew, 2020. "Customers’ Continuance Intention to Use Mobile Banking: Development and Testing of an Integrated Model," The Review of Socionetwork Strategies, Springer, vol. 14(1), pages 123-146, April.
    9. Ahmad Almagrashi & Abdulwahab Mujalli & Tehmina Khan & Osama Attia, 2023. "Factors determining internal auditors’ behavioral intention to use computer-assisted auditing techniques: an extension of the UTAUT model and an empirical study," Future Business Journal, Springer, vol. 9(1), pages 1-19, December.
    10. Faridi, Amir Ali & Kavoosi-Kalashami, Mohammad & Bilali, Hamid El, 2020. "Attitude components affecting adoption of soil and water conservation measures by paddy farmers in Rasht County, Northern Iran," Land Use Policy, Elsevier, vol. 99(C).
    11. Rajak, Manindra & Shaw, Krishnendu, 2021. "An extension of technology acceptance model for mHealth user adoption," Technology in Society, Elsevier, vol. 67(C).
    12. Cansu TÜRKER & Abdullah OKUMUŞ, 2019. "Mobil Ödeme Kullanımına Yönelik Niyet ve Algıların SosyoDemografik Özelliklere Göre Farklılıklarının İncelenmesi," Istanbul Management Journal, Istanbul University Business School, vol. 0(87), pages 111-139, December.
    13. Yan, Min & Filieri, Raffaele & Raguseo, Elisabetta & Gorton, Matthew, 2021. "Mobile apps for healthy living: Factors influencing continuance intention for health apps," Technological Forecasting and Social Change, Elsevier, vol. 166(C).
    14. Bo-Hyun Seong & Chang-Yu Hong, 2022. "When It Comes to Screen Golf and Baseball, What Do Participants Think?," IJERPH, MDPI, vol. 19(20), pages 1-15, October.
    15. Chatterjee, Sheshadri & Chaudhuri, Ranjan & Vrontis, Demetris & Thrassou, Alkis & Ghosh, Soumya Kanti, 2021. "Adoption of artificial intelligence-integrated CRM systems in agile organizations in India," Technological Forecasting and Social Change, Elsevier, vol. 168(C).
    16. Park, Eunil & Ohm, Jay Y., 2014. "Factors influencing the public intention to use renewable energy technologies in South Korea: Effects of the Fukushima nuclear accident," Energy Policy, Elsevier, vol. 65(C), pages 198-211.
    17. Marzieh Zendehdel & Laily Hj Paim & Syuhaily Bint Osman, 2015. "Students’ online purchasing behavior in Malaysia: Understanding online shopping attitude," Cogent Business & Management, Taylor & Francis Journals, vol. 2(1), pages 1078428-107, December.
    18. Elpida TENIDOU & Dimosthenis PAPPAS & Ioannis KAZANIDIS & Stavros VALSAMIDIS, 2016. "The Usage Of E-Commerce In The Area Of Evros, Greece," Scientific Bulletin - Economic Sciences, University of Pitesti, vol. 15(2), pages 3-19.
    19. Chong, Lee-Lee & Ong, Hway-Boon & Tan, Siow-Hooi, 2021. "Acceptability of mobile stock trading application: A study of young investors in Malaysia," Technology in Society, Elsevier, vol. 64(C).
    20. Agarwal, Reeti & Rastogi, Sanjay & Mehrotra, Ankit, 2009. "Customers’ perspectives regarding e-banking in an emerging economy," Journal of Retailing and Consumer Services, Elsevier, vol. 16(5), pages 340-351.

    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:pal:jofsma:v:26:y:2021:i:1:d:10.1057_s41264-020-00083-9. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    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.