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The change in Malaysian financial environment can be attributed to digitalization as banks are racing to digital maturity by 2020. Historically in Malaysia, the use of credit card was a Fintech development in the 1950s to help Malaysians minimize the burden in carrying cash all the time. The aim of financial technology in the 1990s was to encourage bank customers to use the online banking system instead of only automated teller machine. Fintech services are swiftly interrupting banks' services globally. Similarly, Malaysia's banking sector is experiencing the interruption since as more Fintech organizations are innovating new Fintech service to improve convenience for clienteles. Numerous regulatory agencies in Malaysia and the Malaysian government have set up several initiatives to encourage and provide a vigorous growth in the Malaysian Fintech and digital asset regulatory environment. Expectation Confirmation Model, Technology Acceptance Model, and Cognitive Model are viewed as the most popular frameworks that discuss the continuous intention to use information system. The combination of these three models has led to the creation of Technology Continuance Theory (TCT). TCT postulates that five prominent constructs or antecedents are depicted as key indicators in explaining the users' intentions for continuous use: (1) confirmation, (2) perceived usefulness, (3) perceived ease of use, (4) satisfaction, and (5) attitude. Furthermore, TCT adds to the argument on the consumers' continuance adoptions by assimilating satisfaction and attitude into a single construct.

Chatbot technology is growing swiftly across the banking and finance industry. The study aims to explore the influence of Task-Technology Fit (TTF), system suitability, perceived usefulness, social influence and satisfaction on respondents’ continuance intention among the chatbot-users. A total of 250 responses were collected using a structured questionnaire via social media across India. The measurement model was proposed based on the system usability (SUS) and TTF model with other constructs, and the hypothesis was tested using a structural equation model. The findings of the study highlighted and confirmed the association among five constructs: TTF, SUS, perceived usefulness, social influence, on satisfaction and continuance intention in the context of chatbots usage in banking.

This chapter addresses information literacy instruction (ILI) in business schools, where learning outcomes receive considerable emphasis due to accreditation requirements, and where information literacy outcomes are increasingly being recognized as critical to graduates’ success in the workplace. We report a study examining ILI practices and program components against the background of student demographics and factors in the learning environment. The outcomes of those instructional experiences for students are analyzed, including psychological, behavioral and benefit outcomes. Data were collected via student skills testing; interviews with students, teaching faculty, librarians, and school administrators; and a web survey of students. Taken together, the results convincingly demonstrate that ILI is a complex undertaking with diverse perceived outcomes. Some success is evident, and verifiable outcomes include increased student self-efficacy; positive perceptions of libraries, librarians, and online library resources; improved and increased use of librarians and online library resources; and increased efficiency and effectiveness of conducting information research. The results demonstrate the value of pedagogical approaches such as active learning, just-in-time instruction, and integration of information literacy instruction with course curricula, as well as the importance of marketing efforts to manage students’ expectations of instructional benefits. Although instruction remains uneven and complex due to divergent expectations and assumptions by different stakeholders (students, librarians, and administrators), successful learning outcomes are possible.

The purpose of this chapter is to encourage investigation of management accounting (MA) service quality via comparisons of perceptions by service users and providers. Such comparisons are important in order to satisfy the needs of service users, assure good communications, justify the costs of MA, promote improved decision-making, and help improve the organizational standing of MA. We review literature from accounting, service marketing, and information systems, a common information service with similarities to accounting, to argue the case for conducting research on MA service quality.

The findings from our literature review show that research on service quality is seemingly important and abundant in many areas, but not concerning accounting. In essence, we don't know what perceptual differences exist between management accountants and their customers, why these differences might exist, or how organizations might identify and narrow identified gaps.

This chapter is among the first to call for research into perceived differences in MA service quality between users and providers. We argue for investigating sources of differences based on prior research in internal marketing and information systems. We offer a conceptual model that might be used as a basis in future investigations.

Purpose: The main purpose of this study is to test the effect of consumers’ readiness level to use new technology on their intention to use mobile payment applications based on the technology readiness and acceptance model (TRAM). In detail, it examines how the dimensions of TR as ‘optimism, innovativeness, discomfort, and insecurity’ affect consumers’ intention to utilise mobile payment applications. Moreover, the effect of the technology-accepting behaviour measured by two major factors as ‘perceived usefulness’ and ‘perceived ease of use’ on the intention to use mobile payment applications is also examined.

Need for the study: The existence of a mobile system alone is not enough to attract consumers with no user experience to these applications. The user-centred attribute in the usage of these applications, which involves the influence of technology readiness (TR), has been largely ignored especially in developing countries. By focussing on this area, it is expected to fill the gap that has not been sufficiently handled in the developing country settings and, particularly in Turkey.

Methodology: The study population consists of the consumers who live in İstanbul who is aged 18 and over and use mobile payment technology at least once. After collecting data, confirmatory factor analysis was applied to validate the measurement model. Afterward, the structural model was tested by the Maximum Likelihood-MI estimation method, and the bootstrap samples were stated as 5,000.

Findings: When the results of the study are examined, it is seen that optimism has a significant influence on the perceived usefulness and perceived ease of use dimensions of the technology acceptance model, while innovativeness is significant only on the perceived ease of use. This study results also show that discomfort and insecurity don’t significantly influence the perception of usefulness and easy-to-use mobile payment applications as perceived by individuals. Perceived ease of use is to positively affect the perceived usefulness. Additionally, the perceived ease of use and the perceived usefulness are strong predictors of intention to use mobile payment applications.

Practical implications: Findings of this study demonstrate the validity of the technology readiness and acceptance model for explaining the intention of using mobile payment applications in Turkey. To improve consumers’ intent in the usage of m-payment apps, their level of technological readiness towards technology should be determined and the factors that affect the formation of insecurity and discomfort attitudes of individuals should be emphasised.

One of the most marginalized communities in India is the Lesbian, Gay, Bisexual and Transgender (LGBT) community which commonly experiences discrimination. Many studies have countered that the LGBT community faces high discrimination in the banking and financing industry. As a result, this study concentrates on this marginalized community and its acceptance and continuation habit regarding mobile wallets. Consequently, this study has considered continuance intentions as a response to confirm the progress of the mobile-wallet industry. Also, this study tried to study the relationship between behavioral intention (BI) and continuous intention (CI) which is seriously lacks in the library of literature. The research operationalized the stimulus–organism–response (SOR) framework for the conceptual model and surveyed 100 self-proclaimed members of the LGBT community in India. The analysis has been done using the partial least structure (PLS). The findings demonstrate that variables like perceived trust (PT) directly influence the BI. On the other hand, variables like perceived ease of use (PEoU), social influence (SI), and satisfaction (S) doesn’t influence BI of the LGBT Community. The main outcome was a favorable association between BI and CI. It will help the stakeholders to understand how important this new market avenue is and how it can be explored. To ensure safe and secure transactions, a group think tank composed of important parties (financial institutions, mobile-wallet providers, the government, security specialists, etc.) should make recommendations. Mobile-wallet providers will attain benefit from this study’s understanding of user categories and ability to tailor their service offers as per the community.

This chapter applies science mapping analysis (SciMat) and literature review as research methods to examine literature about higher education institutions (HEIs) during the Covid-19 pandemic. User acceptance, satisfaction, and perception are identified as the most productive research themes in the sample of 561 Web of Science (WoS) indexed articles about HEIs during the pandemic. The literature review of the top themes reveals that user acceptance is influenced by the perceived usefulness of online learning and ease of using online tools. The level of satisfaction among students in online learning is relatively high and linked with the perceived benefits of online courses. Conditions influencing user acceptance and perceived satisfaction differ between students and lecturers. Technology-related themes appeared to be relatively under-researched as standalone themes, but technological aspects turned out to be important components of the most prolific research themes identified.

This study aims to determine the impact of health-related views on mobile payment adoption in Sri Lanka from a broader viewpoint. The scale used to quantify each construct was based on earlier research, with modest alterations to fit the pandemic situation. First, an online survey was administered to undergraduates using convenience sampling to acquire appropriate replies. Eliminating incomplete and unusable questionnaires, 266 responses were gathered with an 88.7% response rate. Finally, after removing incomplete and ineffective questionnaires, 243 responses were selected for the analysis. Health consciousness, perceived ease of use, and usefulness have a significant positive relationship between attitude and behavioural intention to mobile payments. Moreover, the attitude has a significant positive relationship with mobile payment usage. As the health consciousness increases the usefulness and intention to use mobile payments, bank managers can focus on this new customer segment. Accordingly, they can use their promotional campaigns to highlight the importance of shifting towards m-payments during the pandemic times. This is the first study that investigates the role of health-related perceptions on the mobile payment adoption in Sri Lanka to the best of the authors’ knowledge.

Recent research on immersive experiences in online environments for higher education has attributed a fundamental role to two distinct yet connected psychological phenomena: the feelings of being virtually present in the education environment, often simply called presence, and peak episodes of flow. The authors conceptually delimitate these two psychological facets of e-learners’ experiences and examine their interplay. The authors show how flow episodes are elicited by students’ sense of control over the online education environment, their attention being focussed on the learning tasks, and their feelings of being physically placed in the online education setting. Also, the interactivity created by the online education environment evokes an e-learner’s imagery, which in turn triggers presence feelings and episodes of flow. The authors further show that, although presence and flow are triggered by some common antecedents, they differ in the object of the individual’s immersion, and that presence feelings facilitate flow. Moreover, the authors provide practical recommendations for higher education institutions, policy makers and the academic and information and communication technology community involved in e-learning, to make sure e-learner experiences reach their fullest potential.