An empirical study on trust in mobile banking: A developing country perspective

Financial literacy, behavioral traits, and ePayment adoption and usage in Japan

This study investigates how financial literacy and behavioral traits affect the adoption of electronic payment (ePayment) services in Japan. We construct a financial literacy index using a representative sample of 25,000 individuals from the Bank of Japan's 2019 Financial Literacy Survey. We then analyze the relationship between this index and the extensive and intensive usage of two types of payment services: electronic money (e-money) and mobile payment apps. Using an instrumental variable approach, we find that higher financial literacy is positively associated with a higher likelihood of adopting ePayment services. The empirical results suggest that individuals with higher financial literacy use payment services more frequently. We also find that risk-averse people are less likely to adopt and use ePayment services, whereas people with herd behavior tend to adopt and use ePayment services more. Our empirical results also suggest that the effects of financial literacy on the adoption and use of ePayment differ among people with different behavioral traits.

Supplementary Information

The online version contains supplementary material available at 10.1186/s40854-023-00504-3.

Factors influencing the adoption intention of using mobile financial service during the COVID-19 pandemic: the role of FinTech

Access to financial services is regarded as one of the most pressing issues confronting communities worldwide sequel to the COVID-19 pandemic. In this regard, FinTech applications such as mobile financial service (MFS) play an essential role in building resilience during the pandemic. Hence, the aim of the study is to investigate the role of MFS platforms in economic resilience by empirically evaluating the determinants that influence the intention of Bangladeshi users toward adopting MFS platforms during the COVID-19 pandemic, through an extension of the Unified Theory of Acceptance and Use of Technology (UTAUT). Using the core structures of the UTAUT, the theoretical model was constructed based on the consumption attributes of financial services such as perceived value, as well as additional situational factors from the extended valence framework, including risk and trust. To test the model, data was obtained from 227 potential MFS users in Bangladesh with the aid of a structured questionnaire survey. Subsequently, the Structural Equation Modeling (SEM) approach was used to analyze the data. The findings showed that social influence, perceived trust, and perceived value are strongly related to the intention of users to adopt MFS platforms, whereas, perceived risk, performance expectancy, and effort expectancy were observed to influence users' perceived value of the MFS platforms during the COVID-19 pandemic. Interestingly, the study results indicated that the users' perceived risk did not influence their intention to adopt MFS platforms during the pandemic. Therefore, the suggested adoption of the MFS framework during and after the pandemic could contribute to the existing research on the adoption of information technology (IT) through the expansion of the UTAUT, in which the performance and effort expectancy of users influence their intention to indirectly adopt MFS through perceived value. Finally, the significant policy implications and future research directions are further addressed.

Investigating Students' Satisfaction with Online Collaborative Learning During the COVID-19 Period: An Expectation-Confirmation Model

The recent outbreak of COVID-19 posed discontinuous disruption to traditional learning modes worldwide. In order to keep social distance, online collaborative learning has become a necessity during the pandemic. However, our understanding of students' well-being and satisfaction with online collaborative learning is limited, especially during the COVID-19 period. Leveraging expectation confirmation theory, this study focuses on the triggers and inhibitors of students' cognitive load during online collaborative learning process and their subsequent satisfaction with the learning mode during the pandemic. We used a mixed-method approach in this study. We conducted a qualitative study with interview data and a quantitative study with surveys. The results indicate several psychological and cognitive antecedents of students' cognitive load during online collaborative learning. Findings also indicate that a high level of cognitive load will decrease students' perceived usefulness of the online learning platform and expectation confirmation, thus leading to a low level of satisfaction with online collaborative learning. This study can provide theoretical and practical implications for a better understanding of online student groups' satisfaction with online collaborative learning during the COVID-19 period.

Research on user's highly sensitive privacy disclosure intention in home intelligent health service system: A perspective from trust enhancement mechanism

Objective

The aim is to investigate the determinants and mechanisms that influence user's highly sensitive privacy disclosure intention (HSPDI) in home intelligent health service system (HIHSS).

Methods

This study improves the privacy calculus theory by considering the influence of service providers' trust enhancement mechanism besides benefit and risk factors and investigates their impact on users' HSPDIs. This study takes perceived valence and perceived security as the trade-off result among perceived benefits, perceived risks, financial trust enhancement mechanism, and the technical trust enhancement mechanism and suggests that perceived valence and perceived security further affect users' HSPDI in HIHSS. Moreover, the common and differential effects of the perceived justice of privacy violation compensation (PJOPVC) and the perceived effectiveness of privacy protection technologies (PEOPPTs) are studied. The structural equation model is used to analyze 204 valid samples to test the proposed model.

Results

The results show that perceived benefits and perceived risks are important predictors of perceived valence and perceived security, and further affect users' HSPDI. We find PJOPVC has a greater impact on perceived valence while PEOPPT has a greater impact on perceived security.

Conclusions

We recommend that the HSPDI of users with low perceived valence can be improved by providing privacy violation compensation while the HSPDI of users with low perceived security can be enhanced by popularizing relevant knowledge of privacy protection technologies.

How digitalization in banking improve service supply chain resilience of e-commerce sector? a technological adoption model approach

Supply chain resilience (SCR) is crucial for organizational sustainability and growth. This paper explores the factors of digitalization in the banking sector for achieving resilience in the e-commerce service supply chain. Most previous researchers have explored supply chain resilience in e-commerce using structural equation modeling. This study identifies and evaluates the crucial factors of digital banking that improve resilience in the e-commerce service supply chain using the Interpretive Structural Modeling (ISM) and Decision-Making Trial and Evaluation Laboratory (DEMATEL) technique. A conceptual framework is created based on the literature review and technology adoption theory. The framework comprises the critical digital technology adoption factors for the resilient service supply chain in Pakistan’s e-commerce sector. The results show that the most critical driving factors are “performance expectancy (F15),” “e-cost effectiveness (F5),” and “Trust (F8)” The research findings have several implications for decision-makers, and practitioners, providing insights into how digitalization in the banking sector can help in designing resilient supply chains in the e-commerce sector.

Understanding the process of meanings, materials, and competencies in adoption of mobile banking

COVID-19 has changed the way people live, bank, shop, and work by moving them toward digitalization. It has also driven the trend toward a cashless society, and this change has taken place in an increasingly uncertain and fearful environment. This study explores the social practice of mobile banking (MB) adoption during the global COVID-19 pandemic. Data were collected from banking customers and managers using online customer reviews, semi-structured interviews, and focus groups to develop an in-depth understanding of the subjective realities of their use of MB. This approach also ensured that social distancing practices were maintained during interviews conducted during the COVID-19 outbreak. Analysis of the data suggests that social media, social circles, family members, and teams of customer service agents play an important role in developing the social practice of MB. This study culminates in the presentation of the social practice of MB adoption (SPOTA) framework. This framework is based on extended social practice theory in the context of MB adoption. The study discusses the practical implications of the findings for systems developers. The many expectations of people with or without disabilities of MB are discussed and the findings could be used to improve the accessibility and habitual practice of MB adoption.

Emotional Artificial Neural Networks and Gaussian Process-Regression-Based Hybrid Machine-Learning Model for Prediction of Security and Privacy Effects on M-Banking Attractiveness

With recent advances in mobile and internet technologies, the digital payment market is an increasingly integral part of people’s lives, offering many useful and interesting services, e.g., m-banking and cryptocurrency. The m-banking system allows users to pay for goods, services, and earn money via cryptotrading using any device such as mobile phones from anywhere. With the recent trends in global digital markets, especially the cryptocurrency market, m-banking is projected to have a brighter future. However, information stored or conveyed via these channels is more vulnerable to different security threats. Thus, the aim of this study is to examine the influence of security and confidentiality on m-banking patronage using artificial intelligence ensemble methods (ANFIS, GPR, EANN, and BRT) for the prediction of safety and secrecy effects. AI models were trained and tested using 745 datasets obtained from the study areas. The results indicated that AI models predicted the influence of security with high precision (NSE > 0.95), with the GPR model outperformed the other models. The results indicated that security and privacy were key influential parameters of m-payment system patronage (m-banking), followed by service and interface qualities. Unlike previous m-banking studies, the study results showed ease of use and culture to have no influence on m-banking patronage. These study results would assist m-payment system stakeholders, while the approach may serve as motivation for researchers to use AI techniques. The study also provides directions for future m-banking studies.

Research on the Influence Mechanism of Consumers' Perceived Risk on the Advertising Avoidance Behavior of Online Targeted Advertising

In China, online sales continue to grow against the generally adverse effects of the COVID-19 pandemic on economic development. Although advertisers favor online targeted advertising for its precision, consumers may find it intrusive and avoid it. This study constructed a conceptual model based on Stimulus-Organism-Response (SOR) theory, Approach-Avoidance Theory, and Brand Avoidance Theory to investigate the influence mechanism of consumers' perceived risk on the avoidance behavior of online targeted advertising via an online survey. Collected 436 validated data was analyzed through structural equation method in AMOS statistical software. Results showed that the positively influenced advertising avoidance, and negative emotions mediated the relationship between perceived performance risk, time-loss risk, freedom risk, and advertising avoidance, but perceived privacy risk did not influence advertising avoidance through negative emotions. Perceived COVID-19 risk moderates the effect of negative emotions on advertising avoidance. The findings provide important insights for helping governments, advertisers and online platforms into which risk perceptions influence advertising avoidance, and suggests ways to mitigate consumers risk perceptions for the mutual benefit of brands and users.

A Comparative Study of Users versus Non-Users’ Behavioral Intention towards M-Banking Apps’ Adoption

The banking sector has been considered as one of the primary adopters of Information and Communications Technologies. Especially during the last years, they have invested a lot into the digital transformation of their business process. Concerning their retail customers, banks realized very early the great potential abilities to provide value added self-services functions via mobile devices, mainly smartphones to them; thus, they have invested a lot into m-banking apps’ functionality. Furthermore, the COVID-19 pandemic has brought out different ways for financial transactions and even more mobile users have taken advantage of m-banking app services. Thus, the purpose of this empirical paper is to investigate the determinants that impact individuals on adopting or not m-banking apps. Specifically, it examines two groups of individuals, users (adopters) and non-users (non-adopters) of m-banking apps, and aims to reveal if there are differences and similarities between the factors that impact them on adopting or not this type of m-banking services. To our knowledge, this is the second scientific attempt where these two groups of individuals have been compared on this topic. The paper proposes a comprehensive conceptual model by extending Venkatech’s et al. (2003) Unified Theory of Acceptance and Use of Technology (UTAUT) with ICT facilitators (i.e., reward and security) and ICT inhibitors (i.e., risk and anxiety), as well as the recommendation factor. However, this study intends to fill the research gap by investigating and proving for the first time the impact of social influence, reward and anxiety factors on behavioral intention, the relationship between risk and anxiety and the impact of behavioral intention on recommendation via the application of Confirmatory Factor Analysis and Structural Equation Modeling (SEM) statistical techniques. The results reveal a number of differences regarding the factors that impact or not these two groups towards m-banking app adoption; thus, it provides new insights regarding m-banking app adoption in a slightly examined scientific field. Thus, the study intends to assist the banking sector in better understanding their customers with the aim to formulate and apply customized m-business strategies and increase not only the adoption of m-banking apps but also the level of their further use.

Establishing Customer Behavior Through E-Commerce Websites in Newly Emerging Market

E-commerce is creating growth opportunities for e-retailers, especially during the Covid-19 outbreak. It increases the perceptions of both providers and customers toward their shopping convenience. In 2021, Vietnam became one of the fastest-growing countries among Southeast Asia’s Internet economies. However, both scholars and management practitioners have argued the inconsistent assessments of the factors affecting customer purchase behavior in online settings. Thus, this study aims to identify the critical factors influencing customer behavioral intention toward e-commerce websites that were adopted from well-established models and relevant literature. The online survey was the data collection method. All items were measured through a 5-point Likert scale. This study proposed and analyzed a conceptual framework using existing survey data from 312 samples in the context of online buying via e-commerce websites. Data were analyzed by using the statistical tool SPSS. The results indicated that factors including perceived usefulness, transaction security, perceived ease of use, trust, and subjective norm positively influence customer shopping intention. The results revealed the most prominent impact of the transaction security on customer purchase intention. Besides, perceived risk is a significant barrier in online shopping through e-commerce websites. The researchers have brought practical insights and made conceptual contributions by extending existing research on the technology acceptance model (TAM) and theory of planned behavior (TPB) regarding online shopping on the e-commerce website. The paper helps to validate and strengthen the importance of customer purchase intention in an e-shopping environment. The findings would help e-commerce providers be able to formulate specific strategies to increase customer usage significantly. Moreover, managers can focus their attention and resources on the greatest significant factors regarding their effects on behavioral intention.

An Exploration of Trust as an Antecedent of Unified Payment Interface Usage

Introduction of UPI has revolutionized the Indian banking system and since then dynamics of payment ecosystem has noted a major transformation. UPI has proved to be a boon in the pandemic situation by facilitating contactless and remote transactions. Thus it is crucial to study user acceptance of payments using UPI and factors influencing its usage. The present paper extended UTAUT3 (Unified Theory of Acceptance and Use of Technology) with an additional construct called 'trust'. Studies on behavioral intention are not rare. But behavioral intention towards UPI usage is not yet explored. What makes this study unique is its attempt to use both SEM and Neural Network to analyze data. It will guide future researchers to pursue technology adoption studies using this multi-method technique. The novelty also resides in the fact that trust, the newly added construct, has proved to be the most important antecedent of behavioral intention towards UPI usage.

Drivers for Teleconsultation Acceptance in Brazil: Patients’ Perspective during the COVID-19 Pandemic

ABSTRACT Context: teleconsultation can be a strategic technological tool for patients to access quality healthcare while dealing with resource challenges within health industry. It can be particularly relevant during and after the COVID-19 pandemic, when the social distancing world had to scramble for new technological solutions to offer quality healthcare services with reduced personal contact. Objective: our research proposes an integrative technology acceptance model to evaluate the drivers of teleconsultation adoption by patients, aligning constructs from the technology acceptance model with other drivers, such as technology readiness, trust, and self-efficacy. Methods: analyses included descriptive statistics and structural equations modeling based on survey’s data from a sample of 415 consumers. Results: results indicate significant relationships between the assessed constructs, with particular relevance on the effects of perceived usefulness, anteceded by trust and technology readiness, on attitude and intention to use teleconsultation. Conclusion: our findings provide helpful insights for health organizations and regulators associated with the diffusion of teleconsultation. The study findings also indicate that the challenging COVID-19 pandemic context may be affecting patients’ intention to adopt teleconsultation.

Antecedents and outcomes of ICTs adoption by mompreneurs: Empirical evidence from Brazil

Information and Communication Technologies (ICTs) have been an ally of women wishing to engage in entrepreneurial activity, especially of the mompreneurs. Within this context, this study aims to investigate the antecedents and outcomes of the use of ICTs by mompreneurs. The data were collected in Brazil through an online questionnaire and were analyzed using structural equation modeling. The results indicated that perceived usefulness, social influence, and trust are antecedent factors of the use of ICTs by these women. Moreover, the use of ICTs has a positive impact on the perception of mompreneurs regarding the financial performance of their ventures in relation to competitors. The results also show that more than 97% of the mompreneurs use smartphones and WhatsApp to manage their business, suggesting that social media and mobile devices have assumed a predominant role in female ventures, especially during the COVID-19 pandemic, period in which the data were collected.

An Artificial Intelligence-Based Model for Prediction of Parameters Affecting Sustainable Growth of Mobile Banking Apps

Nowadays, mobile banking apps are becoming an integral part of people lives due to its suppleness and convenience. Despite these benefits, yet its growth in evolving states is beyond expectations. However, using mobiles devices to conduct financial transactions involved a lot of risk. This paper aims to investigate customers’ reasons for non-usage of the new conduits in developing countries with distinct interest in Nigeria. The study adopts two methods of analysis, artificial intelligence-based methods (AI), and structural equations modeling (SEM). A feed-forward neural network (FFNN) sensitivity examination technique was used to choose the most dominant parameters of mobile banking data collected from 823 respondents. Four algebraic directories were used to corroborate the study AI-based model. The study AI results found risk, trust, facilitating conditions, and inadequate digital laws to be the most dominant parameters that affect mobile banking growth in Nigeria, and discovered social influence and service quality to have no influence on Nigerians’ resolve to use moveable banking apps. Moreover, the results proved the superiority of AI-based models above the classical models. Government and pecuniary institutes can use the study outcomes to ensure secured services offering, and improve growth. Finally, the study suggests some areas for future studies.

Sustainable mobile banking application: a text mining approach to explore critical success factors

Purpose

This study aims at identifying critical success factors of a sustainable mobile banking application using text mining approach.

Design/methodology/approach

A total of 6,073 consumer reviews relating to a mobile banking application were collected and analyzed to meet the study objective. Latent Semantic Analysis (LSA) was done to identify the critical success factors of a sustainable mobile banking application.

Findings

The results indicated that privacy and security, navigation, customer support, convenience and efficiency are the key factors.

Research limitations/implications

The study findings enrich the mobile banking and sustainable service delivery channel literature.

Practical implications

The results are expected to benefit the bankers in delivering effective banking services through a mobile banking application.

Originality/value

Studies in the sustainability are few yet promising particularly the ones that use rigorous statistics suitable on thousands of data points to accomplish the study objectives.

A Comparative Study of Trust in Mobile Banking

With the rapid growth of mobile phone usage, mobile services have influenced many industries including banking. Mobile banking has become a popular service as it offers a convenient channel for customers to perform banking transactions. Nevertheless, not all customers feel safe performing financial transactions online. Trust has become a crucial element on whether customers choose to use mobile banking. As a comparative study, this research examines factors and bank customers' characteristics that influence trust in mobile banking between U.S. and Thai mobile banking customers. Three hundred and eight USA consumers and two hundred and fifty-two Thai consumers participated in this study. The results found multiple significant factors influencing trust and usage of mobile banking. This study expands on previous trust and mobile banking usage research and provides practical implications for cross-cultural strategies in mobile banking.

m-Banking Quality and Bank Reputation

m-Banking is developed to support the clients in using various banking services, by using their mobile phones, thus allowing them to overcome the barriers in terms of time and location. Clients are increasingly using m-banking, so for some of them, this is the most used way of communication with the bank and doing banking transactions. Therefore, high-quality m-banking services significantly impact trust towards the bank, and it can influence bank reputation. Given the influence of m-banking, as well as the importance of its perceived quality, the paper aims to investigate the elements of m-banking quality, and to analyze the relation between m-banking quality and bank reputation. We investigate several dimensions of m-banking (safety, simplicity, and variety of m-banking services), and their impact on perceived m-banking quality. Besides, we examine the effect of perceived m-banking quality to bank reputation. For the analysis of these relationships, we use structural equation modeling, based on the survey results on a sample of clients of major banks in Croatia. Results of empirical research indicate that safety, simplicity, and a variety of m-banking services have a significant impact on the perceived m-banking quality, which, in turn, has a positive impact on the bank’s reputation.

Understanding uncertainty dimensions and Internet stock trading service in China from a social cognitive perspective

Purpose

This paper investigates the effects of different uncertainties on Internet stock trading (IST) adoption intentions of individual investors in China and aims to determine the interaction effects of trust and perceived benefits in the relationship between uncertainty dimensions and IST adoption intentions.

Design/methodology/approach

Using a structured questionnaire, a survey of 353 experienced stock traders was conducted in China. The proposed uncertainty-trust-perceived benefits framework was examined through structural equation modelling using Smart PLS 3.0.

Findings

The study found significant negative effects of perceived technology uncertainty, perceived regulatory uncertainty and perceived information asymmetry on the IST adoption intentions of individual investors. Perceived service intangibility was found to have only insignificant effects on IST adoption intentions. In terms of interaction results, trust significantly moderates the relationship between IST adoption intentions and, respectively, perceived technology uncertainty and perceived information asymmetry. Similarly, perceived benefits significantly moderate the relationship between intentions to adopt IST and both perceived technology uncertainty and perceived regulatory uncertainty.

Practical implications

The regulators for IST development in China could utilise the results of this study as guidelines for strategies to increase the use of IST among existing and potential investors.

Originality/value

Using social cognitive theory, this research investigates the effects of various uncertainties on IST adoption intentions of individual investors in China; these effects have not been explored by previous literature. Furthermore, few studies other than this one have investigated the interaction effects of factors which counteract the negative effect of other factors.

Green Banking Adoption

Today, commercial banks of the most environmentally affected countries invest voluntarily in social and environmental activities that targets socially-responsive business in the form of green banking. However, state-owned banks often encounter challenges in doing so since they operate in centralized manner and often lack in resources, government support and client base compared to commercial banks. Moreover, green banking initiates major changes in working environment and alters the provision of banking services for bankers in developing countries like Bangladesh. Given such challenges, it is important to examine the attitude of bankers working in state-owned banks towards the adoption of green banking. Findings claim that central bank regulations, followed by facilitating conditions and environmental concerns, are some of the factors that influence bankers' overall perceptions. Results indicate that bankers are fairly pragmatic in developing general attitudes towards the use of green banking as part of their work activities in all state-owned banks.

Assessing customer intention use of mobile money application and the antecedent of perceived value, economic trust and service trust

Purpose

The purpose of this study is to examine the role of trust and perceived value (PV) in customer intentions to adopt mobile money application (MMA) services. Trust and PV were broken down into various dimensions. This study investigated the two-component base trusts, namely, economic and service, and also PV as an antecedent.

Design/methodology/approach

This study involved 402 respondents selected through the interception and online survey approach and had five hypotheses. The structural equation model was used to test the hypothesis of this study.

Findings

The findings showed that the PV was related to the customer’s intention to use MMA services and economy-based trust. Trust in service providers and economic-based trust were positively related to customer intentions to use MMA services.

Research limitations/implications

Although the concept of MMA has been explored in several literatures, the role of trust and PV in the use of MMA has not been of much concern among researchers. In addition, this study described PV as a construction with five supporting dimensions. The current literature showed that the integration of PV with construct trust was still lacking in attention from researchers especially the study of MMA.

Practical implications

For practitioners, these findings confirmed that MMA service providers need to convince customers of protection to money and personal information. Also, providers need to ensure that the use of MMA provides cost and time effectiveness. Besides, it is important to ensure the services provided to customers are the fastest way to carry out financial transactions, in this case, including payment and retail purchases. This finding also showed that PV related to MMA services needs to be studied from a customer perspective, focusing on four aspects of ethics, playfulness, customer return of investment and excellent service. Therefore, handling PV in these services requires specific strategies to deal with these various aspects.

Originality/value

This study integrated two dimensions of trust, thus economic trust and service trust, the authors also integrated dimension of PV as the antecedent of two dimensions of trust, to understand the dimension of intention use MMA.

Intention to Use Mobile Commerce

With mobile technologies' rapid development involving wireless networks and internet infrastructure, e-commerce has been evolving into a new, more significant phase: mobile commerce. Businesses throughout the world are highly motivated to invest in mobile commerce infrastructure and deploy their mobile commerce strategies as a source of sustainable competitive advantage to maintain existing and attract new customers. As probably the first systematic and comprehensive effort to date, this study analyzes the factors affecting customers' intention to use mobile commerce in Vietnam. The results show that perceived ease of use, perceived usefulness, variety of services, and trialability have both direct and indirect positive (via perceived usefulness) impacts on intention to use mobile commerce, while trust and social influence have indirect positive impacts on intention to use mobile commerce in Vietnam. Cost does not have any impact on intention to use mobile commerce in Vietnam. The results of this study are also compared with that of studies on mobile commerce conducted in China and Malaixia by Chong et al. Theoretical and practical implications, especially for helping businesses understand how to capture more customers in a rapidly developing country, Vietnam, are discussed.

Enablers and Barriers for Mobile Commerce and Banking Services Among the Elderly in Developing Countries: A Systematic Review

The rollout of mobile banking has taken over the traditional banking space in both developed and developing countries. Banking institutions are continuously seeking innovative digital solutions to stay ahead of competitors and be the first preference to consumers. Scholars have also shown some interest in investigating mobile commerce and banking implementation and adoption. However, research studies focusing on the elderly and mobile banking are scant. This paper seeks to understand the current state of knowledge regarding the enablers and barriers of mobile banking and commerce among the elderly by providing a systematic review of the existing literature on the phenomenon.

The literature review showed that there is minimal research to date that has been conducted on this topic of interest. Consequently, issues of investigating enablers and barriers of mobile banking among the elderly have been fairly neglected. The main barriers noted in the literature include: security concerns, trust and privacy, a lack of personalization and limited technical knowledge of the elderly. Significant enablers that may be considered are: perceived ease of use of mobile banking applications, perceived value, convenience and consumer attitudes. Future directions for research and practice on mobile banking for the elderly are suggested.

Understanding the determinants of mobile banking continuance usage intention

Purpose

The quality of people life and efficiency of banks can be improved by mobile banking (m-banking). The long-term success of m-banking depends on its constant use. The purpose of this paper is to investigate the determinants of m-banking continuance intention to use, using the technology continuance theory (TCT) by including the self-efficacy and channel preference.

Design/methodology/approach

Empirical data from 369 Malaysian users who had prior experience with mobile banking were analysed, using partial least squares technique.

Findings

The results confirmed that the TCT model had a high exploratory power in explaining users’ perceived usefulness (PU), satisfaction, attitude and intentions to continue to use m-banking. Furthermore, self-efficacy and channel importance were important drivers of continuance intention in the context of m-banking. According to the results, perceived ease of use has no effect on PU and attitude in the post-adoption stage.

Practical implications

The findings help bank managers to understand the importance of meeting customers’ needs and expectations as a prerequisite in enhancing their satisfaction and favourable attitude towards m-banking and consequently their continuance intention.

Originality/value

Based on the TCT model, this study contributes to the limited body of research on continuance intention to use m-banking. Furthermore, self-efficacy and channel preferences were added to the TCT model and the results confirmed the importance of enriching the TCT model to explain continuance intention to use information systems by adding contextual factors.

Climate change communication as political agenda and voters' behavior

"Climate change communication" is taking the strategic position in the international and national politics around the globe. In the recent decade, different developing nations have started considering "climate change communication" as an integral part of the political campaigns and sustainable development. Specifically, the current document comprised of two sections. In the first section of the study, authors briefly compared the attributes related to "climate change communication" in the mainstream political parties' manifesto for the general election 2018 in Pakistan in a qualitative manner. In the second part, the difference of opinion among voters of mainstream political parties towards "climate change" was examined. In a bird's eye view, the perceived seriousness of "climate change" as a real challenge among voters mapped by the independent factors of "urbanization," "industrialization," "transportation," and "waste management" for sustainable development through the primary quantitative survey of 732 voters in the country. The finding highlights (1) public understanding of "socio-scientific issues," i.e., climate change is easy to communicate, and (2) how political parties are framing and communicating about "climate change" plays a significant role in climate change communication. The study concludes that "climate change communication" holds a critical role in developing regions' future political discourse to shape sustainable development policies.

Trust: mediator between mobile money adoption and usage and financial inclusion

Purpose

Recently, a large body of research has been devoted on the role of trust in shaping different types of transactions, especially in rural financial development. Trust is a set of expectations shared by all those who engage in an exchange. Indeed, the “rule of the game” suggests that no trusting party in a transaction should act opportunistically. Consequently, this study aims to establish the mediating effect of trust in the relationship between mobile money adoption and usage and financial inclusion of MSMEs in developing countries with a specific focus on rural Uganda.

Design/methodology/approach

A quantitative survey-based study was used and responses obtained from 379 MSMEs located in northern Uganda were analysed using partial least square-PLS version 3.0. A semi-structured questionnaire was developed from scales and items used in previous studies referenced in internationally recognised journals to elicit responses from the MSMEs. Structural equation modelling was used to test the models to arrive at a final empirical model derived from the data.

Findings

The authors found evidence that trust enhances mobile money adoption and usage to increase the scope of financial inclusion of MSMEs in developing countries. Moreover, when individual effect was determined, trust also had significant and positive effect on financial inclusion. Thus, the study results imply that trust enhances mobile money adoption and usage to improve the level of financial inclusion of MSMEs in developing countries.

Research limitations/implications

The study used cross-sectional data to document the relationship between mobile money adoption and usage and financial inclusion and to establish the mediating effect of trust in the relationship. Future research could use relevant longitudinal data to verify other benefits of trust.

Practical implications

The results present trust as a significant factor for FINTECH financial services marketing and growth. Specifically, data privacy and effectiveness of the mobile telephone network is more likely to help consumers to bridge the gap between participation and non-participation on the mobile money platform. Customers’ data sent over the mobile network of providers should be protected from unnecessary access and usage by Mobile Network Operators (MNOs) staff and unauthorised persons and agents. Data protection protocols should be set by the MNOs to avoid unnecessary access and use of customers’ data.

Originality/value

Globally, Fintech scholars have examined the role of mobile money in promoting financial inclusion. However, there is insufficient evidence on the mediating effect of trust in the relationship between mobile money adoption and usage and financial inclusion, especially among rural MSMEs. This study invents a novel direction on the importance of trust in creating transaction efficiency by eliminating opportunism and fraud with in the Fintech ecosystem.

A(n) (a)symmetric perspective towards task-technology-performance fit in mobile app industry

Purpose

The purpose of this paper is to examine (a)symmetric features of task-technology-performance characteristics that are most relevant to fit, satisfaction and continuance intention of using apps in mobile banking transactions.

Design/methodology/approach

Exploratory factor analysis was used with maximum likelihood extraction and Varimax rotation on a separate sample of 183 mobile banking apps users prior to the main data collection. The theoretical model was tested applying a factor-based structural equation modelling approach to a sample of 250 experienced mobile banking apps users.

Findings

The study unveiled that the task and performance characteristics are more relevant compared to technology characteristics when doing transactions via apps. In addition, the findings uncovered that user satisfaction and continuous intention to use apps stem from the degree of fit in online transactions. The findings of moderation analysis highlighted that users in the lower income group are more concerned about the performance characteristics of banking apps, and there are no differences across age and gender groups. Surprisingly, technology characteristic has a nonlinear nature and this study shows potential boundary conditions of technology characteristics in degree of fit, user satisfaction and continuance intention to use apps.

Practical implications

Findings from the conditional probabilistic queries reveal that with 83.3 per cent of probability, user satisfaction is high when using apps for banking transactions, if the levels of fit, task, performance and technology characteristics are high. Furthermore, with 72 per cent of probability, continuance intention to use apps is high, if the levels of performance and task characteristics are high.

Originality/value

Contributing to task-technology fit theory, this study shows that performance characteristics need to be aligned with task and technology characteristics in order to have better fit when using apps for online banking transactions.

Examining Consumers’ Attitudes toward Gmarket Online Shopping

In this study, we examine the consumers’ attitudes toward Gmarket online shopping in Korea. We use a model to explain that consumers’ attitudes toward online shopping are influenced by psychological, personal, and technological characteristics. We hypothesize that three major behavioral beliefs; perceived trust (psychological), perceived benefits (personal), and perceived website quality (technological) influence consumers’ attitudes toward online shopping. A questionnaire was designed and administered by surveying the Gmarket online shoppers in Korea. A total of 338 valid responses were collected and Partial Least Squares (PLS) Structural Equation Modelling (SEM) was used for data analysis. The findings indicate that consumers’ online shopping attitudes are a function of perceived benefits, trust, and perceived website quality. We found that 57.9 percent of the variation in online shopping attitudes results from perceived benefits, trust, and perceived website quality. Trust was found to be the most important predictor of consumers’ online shopping attitudes. We offer academic and practical implications that are useful in designing e-marketing strategies for competing in the online shopping cyberspace market in Korea. We recommend for the replication of a similar model in other parts of the world like Uganda (Jumia), China (Taobao), Japan (Rakuten), and the United States of America (eBay).

Adoption Intention of Fintech Services for Bank Users: An Empirical Examination with an Extended Technology Acceptance Model

Along with the development of Fintech, many scholars have studied how information technology is applied to financial services with a focus on extended methods for application. Few scholars have studied the influence mechanism behind the adoption of Fintech services. This paper proposes an improved technology acceptance model (TAM) that incorporates user innovativeness, government support, brand image, and perceived risk as determinants of trust to investigate how users adopt Fintech services. We designed a questionnaire, sent it to active customers of the Hefei Science and Technology Rural Commercial Bank, and obtained 387 eligible responses. We analyzed the data with a structural equation model (SEM) to test the hypotheses, including the relationships of all latent variables. The results reveal that users’ trust in Fintech services has a very significant influence on users’ attitudes for adoption. In addition, perceived ease of use and perceived risk does not affect users’ attitudes toward the adoption regarding Fintech services. This study contributes to the literature of the adoption of Fintech services by providing a more comprehensive view of the determinants of users’ attitudes by combining trust of Fintech services with TAM.

Banking “on-the-go”: examining consumers’ adoption of mobile banking services

Purpose

This paper aims to examine consumers’ adoption of mobile technology to facilitate their banking services and activities, and to investigate the factors influencing their adoption and engagement.

Design/methodology/approach

An online survey is used to test proposed relationships between factors and consumers’ mobile banking adoption. Structural equation modeling is performed to analyze consumers’ intentions toward mobile banking.

Findings

Traditional technology acceptance model factors – perceived usefulness and perceived ease of use – are identified as effective factors in influencing consumers to adopt mobile technology for facilitating banking services. Moreover, technology safety concerns, including reliability and privacy factors, are found to play an important role in motivating consumers to embrace mobile banking. The “fun” feature of the technology and consumers’ innovativeness characteristics are considered important in influencing mobile banking adoption. Trust in the banks has its predominant role in mobile technology adoption for banking services.

Practical implications

A bank gaining trust from its clients is key to active adoption of mobile banking technology. Bankers are advised to pay more attention to reliability and privacy features when designing and promoting mobile banking technology to consumers. Moreover, advertisements to bank clients should stress the “fun” aspects of the mobile banking apps to attract them to the use of mobile banking technology.

Originality/value

This paper investigates the factors influencing bank consumers to adopting mobile banking apps to facilitate their banking services. Nine key factors in the technology adoption area are examined to provide a comprehensive understanding of bank clients’ use of mobile banking apps, which advances the understanding of mobile technology applied in the banking industry in the literature.

Exploring trust transfer between internet enterprises and their affiliated internet-only banks

Purpose

With the development of information technology, there is a growing trend for internet enterprises in China to launch internet-only banks. This paper aims to explore how the brand trust in an internet enterprise is transferred to the initial trust in its affiliated internet-only bank and how such transfer affects adoption behavior of potential internet-only banking users.

Design/methodology/approach

Data were obtained from online questionnaires via a well-known Chinese survey website and a popular Chinese social platform, which yielded 486 usable responses for the analysis. Partial least squares was used for testing hypotheses.

Findings

The results show that brand trust in the internet enterprise increases initial trust in its affiliated internet-only bank. This, in turn, enhances the adoption of internet-only banking. More importantly, these results show that brand trust in the internet enterprise transfers to initial trust in internet-only banking through performance expectancy and perceived risk. Further, the need for interaction moderates the relationship between brand trust and performance expectancy as well as the relationship between brand trust and perceived risk.

Originality/value

This study provides new insights into the mechanism by which trust is transferred between two affiliated business entities. The results of the study suggest several useful managerial implications for managing the internet-only banks.