Examining the role of consumer satisfaction within mobile eco-systems: Evidence from mobile banking services

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.

Factors influencing the adoption of internet banking: An integration of ISSM and UTAUT with price value and perceived risk

The investigation of users' satisfactions and intentions in using the services provided by commercial banks needs to be focused on internet banking, since this is the widely used banking service. This paper analyzed the satisfactions and behavioral intentions of Malaysian customers in using Internet Banking, applying the Information System Success Model (ISSM) by the integration of adoption and application technology (UTAUT) theory. Some criteria, which were taken into consideration, are as follows: perceived Risk (PR), facilitating Conditions (FC), Price (PV), Performance expectancy (PE), Information Quality (IQ), Service Quality (SEQ), and System Quality (SQ). These aspects are important to measure customers' satisfaction and behavior toward Internet and Online Banking. A sample of 362 valid responses, consisting of Malaysian customers who used E-Banking, was used for the purpose of data collection. The relationship between customers' satisfaction and factors influencing their contentment in using Online Banking was investigated. In order to evaluate this, a model called “Structural Equation Model (SEM)” was developed and used. Findings showed that most of the Online Banking users were satisfied with the system. Hence, it proves that Online Banking System was generally accepted in the Malaysian community. However, this current research is solely focused on the Malaysian community. Therefore, it may provide the necessary grounds for the study of internet banking accreditation, some useful information for the practitioners, policy makers, and the researchers to improve the system of online banking in Malaysia only. For a future study, a more well-structured research, which can accommodate the global need, would be required.

Analyzing the Effect of People Utilizing Mobile Technology to Make Banking Services More Accessible

Many firms in the modern world utilize m-banking systems to communicate with their consumers. The word m-banking refers to a widespread method of providing financial services and localization to customers. Since m-banking is important to both banks and users, it has been included in numerous literary works. As a result, embracing financial services via the m-banking platform is critical. This article's technique is mostly descriptive research that investigates common views, current situations, modern tactics, tangible emerging consequences, etc. The main objective here is to analyze the benefits of this study by investigating the past. Since this article analyzes what exists and is descriptive, the data is being retrieved by conducting a cross-sectional survey method about different features that are relevant by sampling the population. The main aim of this study is to explore the adoption of mobile banking technology by consumers. Based on the values of different variables such as affective commitment (AC), transaction convenience (TC), perceived ease of use (PEU), perceived reliability (PR), pre and post benefits (PPB), service, system, and information quality (SSIQ), bank trust (BT), and profitability (P), the inter-relationship between them and the adoption of m-banking technique by the users in banking technology. The model is investigated by examining the hypothesis and identifying the relationship that exists between these different parameters. A simple linear regression method is implemented using the Statistical Package for the Social Sciences (SPSS) software.

What are the key indicators for evaluating the service satisfaction of WeChat official accounts in Chinese academic libraries?

Purpose

WeChat official account (WCOA) is an emerging and important platform for academic library services, which greatly accelerates the development of this field. This article aims to identify key evaluation indicators for users' satisfaction of the Academic Library WeChat Official Account (ALWCOA) as a reference for future improvements.

Design/methodology/approach

Based on the updated DeLone and McLean (D&M)’s model and Delphi method, an evaluation system of ALWCOA satisfaction was constructed. Then 212 university students were recruited to fill out a questionnaire on evaluation indicators. The grey relational analysis (GRA) and Pareto's principle were employed to analyze the questionnaire and select key evaluation indicators.

Findings

An ALWCOA service satisfaction evaluation system with three evaluation dimensions and 15 evaluation indicators was constructed, and three key evaluation indicators were identified, including service responsiveness, information timeliness and system security.

Practical implications

This article provides a strategy for assessing ALWCOA service satisfaction, as well as insights for improving of ALWCOA service. Specifically, academic libraries should pay more attention to improving service responsiveness, information timeliness and system security.

Originality/value

This article innovatively applied the updated D&M model in academic library service. Additionally, it facilitates the development of research fields, such as academic library services, microservices and user service evaluation, and provides a case study to better understand the WCOA.

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.

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.