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The purpose of this paper is to identify and examine the most important factors that could predict the Saudi customer’s continued intention towards adoption of mobile banking.

The proposed conceptual model was based on the technology acceptance model (TAM) and task-technology fit (TTF) model. This is also expanded by considering two additional factors: perceived privacy and perceived security. By using a self-administered questionnaire, the data were collected from a convenience sample of Saudi banking customers from different parts of Saudi Arabia.

The main results based on structural equation modelling analyses supported the impact of perceived privacy, perceived security, perceived usefulness and TTF on the customers’ continued intention to use mobile banking.

The moderation influence of the demographic factors (i.e. age, gender, income level, educational level) was not tested. The data were also collected using a self-report questionnaire; however, it would be more accurate to utilise more statistics from the bank database about the users of m-banking.

This study represents a worthy attempt to test such novel technology (m-banking) in the KSA where there is a scarcity of literature. A considerable theoretical contribution was also made by integrating the TTF model with the TAM in addition to consider privacy and security in one single model. Moreover, considering both perceived privacy and security in the current model creates an accurate picture about the adoption of m-banking especially as there are a limited number of m-banking studies that have considered privacy and security alongside the TTF model and TAM in the same model.

The purpose of this paper is to examine the main factors predicting the Jordanian customers’ intention and adoption of telebanking.

Perceived usefulness, trust, and self-efficacy are all formulated over the proposed conceptual model as key factors determining behavioural intention while the adoption of telebanking is supposed to be predicted by both behavioural intention and perceived usefulness. A self-administered questionnaire was allocated to gather the empirical data from a convenience sample of Jordanian banking customers. Structural equation modelling was applied to validate the conceptual model and verify the research hypotheses.

Statistical results largely support the predictive validity of the conceptual model which is able to account for 68 per cent of variance in behavioural intention. Additionally, perceived usefulness, trust, and self-efficacy (listed in order of their influence) are all found to be significant factors predicting behavioural intention. Behavioural intention and perceived usefulness were also confirmed to have significant influence on the adoption behaviour.

The data for the current study were obtained by using a convenience sample of Jordanian banking customers; this could negatively reflect on the result generalisability. In addition, this study fully focused on the customers’ perspective; yet, it has not looked at this problem from the service providers’ perspective. Therefore, future studies should look at this challenge from the service providers’ perspective.

This study was able to comprise a fundamental contribution by examining the telebanking as a more novel technology in Jordan, which has not been examined yet. Accordingly, the current study has successfully formulated a deep view regarding the most important aspects predicting the Jordanian customers’ intentions towards such an emerging system. This also helps to provide practical guidelines for banks to choose a suitable marketing strategy that could enhance the customers’ adoption of telebanking.

Coronavirus disease 2019 (COVID-19) has shifted purchase behavior and accelerated the diffusion of modern retail channels via mobile application (or m-application). This work aims to frame a mechanism of m-application-based behavioral intentions in the COVID-19 context.

The authors designed a web-based survey to retrieve empirical data from 478 Vietnamese users. Quantitative approach and structural equation modeling (SEM) were employed to test a research model.

Findings reveal that antecedents of Unified Theory of Acceptance and Use of Technology (UTAUT) (i.e. performance expectancy and facilitating conditions), external influences (i.e. perceived imitation), m-application-related factors (i.e. additive value and alternative attractiveness) and COVID-19-related factors of Protective Motivation Theory (PMT) (i.e. perceived contraction threat, fear and social distancing) are determinants of use intention. Moreover, COVID-19-related dimensions and use intention have direct and indirect positive influences on purchase intention.

Practitioners should stay agile and focus greater attention on a mechanism in which consumer adoption and purchase intention are formulated in the pandemic.

This work narrows the gap by simultaneously identifying the importance of the dimensions from UTAUT and COVID-19-related factors from PMT, especially social distancing, integrated with additive value and alternative attractiveness of m-applications in forming the behavioral intention model in a disease context.

This study aims to investigate the factors that may hinder or facilitate consumers’ adoption of mobile-commerce (m-commerce) activities in the context of developing countries exemplified here by Oman.

A conceptual model was developed through integrating factors from UTAUT2 (performance expectancy, expectancy effort, social influence, facilitating conditions, hedonic motivation, price value, habit and self-efficacy) and SERVQUAL (system quality, service quality and information quality). Data were collected from 530 Omani m-commerce users through a cross-sectional survey.

The results of the structural equation modelling showed that consumers’ behavioural intention (BI) towards m-commerce adoption was significantly influenced by information quality, habit, performance expectancy, trust, hedonic motivation, service quality, price value and facilitating conditions, in their order of influencing strength, and explained 65.5 per cent of the variance in BI. Unexpectedly, effort expectancy, social influence, self-efficacy and system quality had no significant effect on BI.

This study will explain the currently relatively low penetration rate of m-commerce adoption in Oman, which will help local m-commerce businesses to develop the right organizational strategies, especially related to marketing strategies and developing mobile applications, which will draw the attention of many users.

This is one of the few studies that integrates UTAUT2 with SERVQUAL and tests the proposed model in non-Western cultural contexts. Specifically, in contrast to previous studies, diversity of individuals’ acceptance behaviour is examined in Oman.

The increase in mobile telephone penetration has offered new opportunities for technology to improve payment operations all over the world. Little research has examined the issues related to the decision-making (DM) of mobile payment systems usage in the Jordanian context. The purpose of this study is to examine the factors that may have an influence on the adoption of mobile payment systems. This study has empirically tested the expanded unified theory of acceptance and use of technology (UTAUT2) together with awareness (AW), trust (TR), security (SE) and privacy (PR) as independent variables to explain the mobile payment system adoption in Jordan.

In total, 270 employees participated in a field survey questionnaire from the public sector in Amman city, the capital city of Jordan. Data were analyzed through a quantitative approach of partial least squares–structural equation modeling.

The results mainly showed that the determinants of DM to use mobile payment system are price value, social influence, performance expectancy, AW and TR. All of these determinants explained 60.2% of the variation of DM. In total, 72.2% has been explained as the TR to use m-payment system by SE and PR. Furthermore, the results revealed that TR mediates the association between SE as well as PR and the DM to use mobile payment system.

Interestingly, these new variables were found to be important and contribute to the UTAUT2 model. Consequently, the decision-makers in the Central Bank of Jordan should consider all these factors when re-upgrading a Jordan Mobile Payment system in the near future.

This study aims to examine the impact of mobile interactivity dimensions (active control, personalization, ubiquitous connectivity, connectedness, responsiveness and synchronicity) on customer engagement.

A quantitative field survey study was conducted to collect the required data from actual users of mobile shopping in three countries: Jordan, the United Kingdom (UK) and Saudi Arabia.

The results are based on structural equation modelling and support the impact of five dimensions of mobile interactivity: active control, personalization, ubiquitous connectivity, responsiveness and synchronicity. The impact of connectedness is not supported. The results also support the significant impact of customer engagement on customer loyalty.

This study only considered the shopping activities conducted by mobile channels, while other channels (e.g., online channels, traditional channels and social media shopping channels) are not considered. Furthermore, the current model does not consider the impact of personal factors (e.g., technology readiness, self-efficacy and user experience). The results of the current study present a foundation that can guide marketers and practitioners in the area of mobile shopping.

This study enriches the current understanding of the impact of mobile interactivity on mobile shopping, as well as how mobile interactivity can enhance the level of customer engagement.

A number of studies have shown that internet banking (IB) implementation is not only determined by banks or government support, but also by perceptions and experience of IB users. IB studies have showed encouraging results from academics in developed countries. Yet little is known about the user adoption of IB in Lebanon. The purpose of this paper is to investigate the factors that may hinder or facilitate the acceptance and usage of IB in Lebanon.

A conceptual framework was developed through extending the unified theory of acceptance and use of technology (UTAUT) by incorporating two additional factors namely; perceived credibility (PC) and task-technology fit (TTF). A quantitative approach based on cross-sectional survey was used to collect data from 408 IB consumers. Data were analysed using structural equation modelling based on AMOS 20.0.

The results of the structural path revealed that performance expectancy (PE), social influence, PC and TTF to be significant predictors in influencing customers’ behavioural intention (BI) to use IB and explained 61 per cent of its variance, with PE was found the strongest antecedent of BI. Contrary to the UTAUT, the effect of effort expectancy on BI was insignificant. In addition, both BI and facilitating conditions were found to affect the actual usage behaviour and explained 64 per cent of its variance

This study would be helpful for bank managers and policy makers to explain the currently relatively low penetration rate of IB in formulating strategies to encourage the adoption and acceptance of IB by Lebanese customers, where IB is still considered an innovation.

This study is the first research that extend the UTAUT by incorporating two additional factors namely; PC and TTF to study the IB in the Lebanese context. This study contributes to the research on computer technology usage by looking at IB adoption and incorporation into the lives of customers via the BI to use and actual usage of IB in Lebanon.

The purpose of this study is to examine the factors which affect mobile banking (M-banking) acceptance in Islamic banks of Pakistan by using the modified unified theory of acceptance and use of technology (UTAUT) model. The performance expectancy, facilitating conditions, social influence, effort expectancy, perceived value, habit and hedonic motivation are taken as independent variables. Similarly, the intention to adopt M-banking is taken as the mediator, and actual usage is used as the dependent variable.

The data are collected by using the survey method, and the five-point Likert scale is used for this purpose. The statistical techniques applied to the dataset were confirmatory factor analysis and partial least square structure equation modeling.

The empirical evidence shows that all the variables except for social influence have a significant positive effect on the intention which results in actual usage.

This study will help the Islamic banks in boosting the M-banking growth and decision-makers in crafting those strategies that increase the M-banking acceptance.

This paper makes a unique contribution to the literature with reference to Pakistan, being a pioneering attempt to investigate the factors which affect M-banking acceptance in Islamic banks of Pakistan by using the modified UTAUT model.

There is always a need to discover how a paradox between a customer’s desire for a more personalized experience and their privacy and security concerns would shape their intention to continue using contactless payment methods. However, personalization–privacy paradox has not been well-covered over the area of contactless payment. Therefore, this study aims to empirically examine the impact of personalization–privacy paradox on the customers’ continued intention (CIN) to use contactless payment.

/methodology/approach – The empirical part of the current study was conducted in Saudi Arabia by collecting the primary data using online questionnaire from a convenience sample size of 297 actual users of contactless payment methods.

Based on structural equation modeling, personalization and privacy invasion were approved to significantly impact perceived value of information disclosure (PVD). Strong causal associations were confirmed between perceived severity, structural assurance and response cost with privacy invasion. Finally, both PVD and privacy invasion significantly predict CIN.

There are other important factors (i.e. technology interactivity, technology readiness, social influence, trust, prior experience, etc.) were not tested in the current study. Therefore, future studies would pay more attention regarding the impact of these factors. The current study data were also collected using a convenience sample of actual users of contactless payment methods. Therefore, there is a concern regarding the generalizability of the current study results to other kind of customers who have not used contactless payment.

This study has integrated both personalization–privacy paradox and protection motivation theory in one model. The current study holds value in providing a new and complete picture of the inhibitors and enablers of customers’ CIN to use contactless payment, including new types of inhibitors. Furthermore, personalization–privacy paradox has not been fully examined over the related area of Fintech and contactless payment in general. Therefore, this study was able to extend the theoretical horizon personalization–privacy paradox to new area (i.e. contactless payment) and new cultural context (Saudi Arabia).

Despite the benefits of mobile banking services in an increasingly digitised world, adoption rates remain unsatisfactory. The present cross-national study examines age- and gender-dependent variations of consumer intentions and use of mobile banking services.

The study analyses consumer mobile banking use by integrating factors such as with trust, security and privacy and it examines the effects of these factors among two demographic factors including age and gender. 897 Lebanese and British mobile banking users completed a survey. Data was analysed by partial least squares-structural equations modelling.

Consumer behavioural intention was significantly moderated by age through its relationship with facilitating conditions and trust among Lebanese respondents, and performance expectancy, effort expectancy, hedonic motivation, price value and habit among their British counterparts. As for gender, a significant moderating effect was evidenced in the Lebanese, but not the British sample, on the level of performance expectancy, effort expectancy, facilitating conditions, price value and perceived security.

The findings provide evidence of the applicability of the new factors proposed in this research. The reflection of the influence of these demographic factors in a cross-national context provides insights into mobile banking adoption variation between different countries.