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The impact of WOM on the acceptance of mobile banking

Author

Listed:
  • Zarnadze Giorgi

    (Tomas Bata University, Zlin, Czech Republic)

  • Pereira Inês Veiga

    (Polytechnic of Porto, Porto, Portugal)

Abstract

Purpose: This study is focused on researching the impact of WOM on the acceptance of mobile banking. This research offers insights into factors that affect the implementation of mobile banking applications. Methodology: The research’s inclusion was based on relevancy, authenticity, and reliability of information extracted from publication journals, and exclusion was based on non-relevancy and lack of authentic research. For the analyzes, consumer data were collected through a survey, and structural equations modelling, and path analysis were employed to test the research model. Findings: The findings showed that WOM was the critical factor influencing consumer perceptions towards mobile banking. WOM also positively affects other factors impacting mobile banking acceptance, such as Ease of use, Perceived usefulness, Social Norms, Trust, Attitude, and intention. Limitations: The most significant limitation of this study is that it only concentrates on internet users. Non-users are not considered. Value: Many researchers studied the number of effects on mobile banking, but this work’s uniqueness is that this paper focuses on WOM impact on mobile banking adoption. Its impact factor is considered the main contribution of this research.

Suggested Citation

  • 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.
    • Handle: RePEc:vrs:poicbe:v:15:y:2021:i:1:p:377-391:n:24
    DOI: 10.2478/picbe-2021-0035
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    References listed on IDEAS

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    4. 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.
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