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The extended unified theory of acceptance and use of technology (UTAUT2) model has been adapted and applied by scholars to gain insight into mobile banking (m-banking) usage. By combining three perspectives, UTAUT2, gamification (GM) and generational cohort theory, this study aims to investigate the factors which impact m-banking usage and examine the moderating effect of generations Y and Z on the relationship between GM and intention to use m-banking.

The adopted model was tested in a quantitative study by using partial least square structural equation modelling. A total of 380 valid questionnaires from a transition country, Albania, have been examined.

In the study, scientific evidence concerning the UTAUT2 model and GM elements are provided. Thus, facilitation conditions, habit and hedonic motivation were found to be significant determinants of GM. Moreover, the results revealed that age moderates the relationship between GM and behavioural intention (BI). Compared to generation Z, individuals born prior to 1996 (generation Y), exhibited a much stronger relationship.

Although Albania bears similarities with other transition countries in terms of regional, economic and political environments, the generalisation of these results to another context is rather limited.

This paper offers a model integrating UTAUT2, GM and generational cohorts in the context of a transition country. The findings can be applied in the form of guidelines for a number of financial institutions.

Besides identifying the determinants of m-banking adoption and GM, this study notably reveals the importance of generational cohorts because it governs the effect of GM on m-banking BI.

The purpose of this study is to investigate important factors that help explain customer willingness to adopt mobile banking (M-banking). To this end, the unified theory of acceptance and use of technology 2 (UTAUT2) was applied and to more accurately predict customer behavioral intentions, it was attempted to extend it.

The research data were collected from 396 customers of Iranian private banks who had the experience of using M-banking. The structural equation modeling technique was used to test the research hypotheses.

Findings suggest that performance expectancy, effort expectancy, social influence, facilitating conditions, habit, hedonic motivation, perceived value and trialability are endorsed as proponents of M-banking adoption intention. On the other hand, M-banking adoption intention has also had a significant positive effect on actual use behavior and word-of-mouth (WOM). WOM has also influenced actual use behavior and mediated the relationship between M-banking adoption intention and actual use behavior.

The present study focuses on private banks, therefore, although it is sufficient, it is limited to private cases. This study contributes to the literature on M-banking services and actual use behavior. By appropriately focusing on M-banking adoption intention and the service quality provided, banks can strengthen their relationships with customers, thereby stimulating actual customer behavior such as actual use behavior and WOM.

From theoretical and managerial aspects, this study has particular value for the literature on M-services’ intention in general and banking in particular. The present study provides a conceptual framework for M-banking adoption intention, which could be used in M-banking services. In addition, this study sought to extend UTAUT2 and to examine the mediating role of WOM in actual use behavior motivation as well.

This study develops a theoretical model of consumption values regarding the technology adoption of mobile banking (m-banking) services, with the financial service sector as the empirical context. This study aims to evaluate whether consumption values influence trust and intention. Furthermore, the authors explore how the consumer type (i.e. urban vs rural) differs in consumption values regarding adopting m-banking services.

The data for this study were gathered from 246 responses collected from individuals living in a country with a developing market, using a survey instrument. The six study hypotheses were tested using partial least squares structural equation modeling.

The authors found support for effects from functional, epistemic and emotional value on intention. Functional and emotional value significantly influenced trust, while social and epistemic value did not. Social value was a significant moderator between functional value and intention. Consumers who were relatively unconcerned with social value were more motivated by functional value, while consumers who placed great emphasis on social value were motivated by epistemic value. Multigroup analysis showed that the effect from functional value on trust was stronger for urban than rural customers, while the effect from emotional value on trust was stronger for rural than urban customers.

Overall, functional value is the strongest predictor of trust and intention; therefore, bank managers are encouraged to promote m-banking services' functional value to increase trust and attract more users by promoting their companies' m-banking application. M-banking customers can also be classified based on the benefits in which they are most interested.

The study is one of the first attempts to demonstrate empirically how consumption values' dimensions drive m-banking use among different types of customers in a developing market context with a high m-banking penetration rate.

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

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

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

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

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.

This research set out to investigate the quality service and self-determination theory (SDT) that contributes to the continuance usage of m-banking.

A valid of 310 respondents who experienced and intensified using the m-banking is collected. The proposed research model is empirically tested using structural equation modelling.

The result informs that the service quality can not only be significantly mediated by the SDT, but it also has a direct effect to the satisfaction. It also informs that the satisfaction and the perceived usefulness indeed have a significant effect to the continuance usage intention of the m-banking. In addition, it also demonstrates that the perceived competence and perceived relatedness of the SDT significantly influence satisfaction and perceived usefulness towards the continuance usage intention of the m-banking.

Practically, the results inform the bank management the factors to be taken into account to increase the motivation of the existing customers for them to continue using the m-banking.

Theoretically, these results contribute to the existing literatures of the m-banking by introducing the SDT that determines the continuance usage intention of it.

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.

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

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.

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.

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.

The purpose of this study has been to understand brand India’s potential for financial inclusion in the future. As, digital channels like mobile banking (m-banking) are likely to provide better coverage and more cost-effective services to the unbanked population of India. Conventional banking might not be cost-effective for low-ticket-size transactions, hence financial inclusion, which is on the “Digital India” agenda of the Government of India (GoI), might not be feasible. However, to understand brand India’s potential for financial inclusion in the future, it would be essential to understand Indian customers’ attitudes toward m-banking, especially those who have not yet adopted it. This would bring out the potential of m-banking as a channel to drive financial inclusion based on customers’ intentions to adopt it. Until every Indian has access to a wider range of financial services, there cannot be financial inclusion. Similarly, until every Indian adopts digital channels to access a wider range of financial and non-financial services, the GoI’s initiatives for “Digital India” cannot be realized. Furthermore, a review of the literature suggests that there are very few studies concerning m-banking worldwide and still fewer in the context of India.

The present study used IBM SPSS and Amos software to test the conceptual model developed using secondary data.

The findings of the study suggest that subjective norm, output quality and personal innovativeness have impacts on the perceived usefulness of, and attitudes toward, the ultimate adoption of m-banking.

The paper is the original work of the authors. An attempt has been made to integrate all the existing literature on m-banking to develop a complete model for the technology’s adoption.

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.

The purpose of this paper is to examine the relative influence of “reasons for” and “reasons against” adoption of mobile banking (m-banking) among Indian consumers.

Using the framework of behavioral reasoning theory (BRT), hypothesized relationships between values, reasoning constructs, attitude and intentions were developed. The hypotheses were tested using a representative sample of data obtained from Indian banking consumers (n=379). Confirmatory factor analysis and structural equation modeling were used to analyze the data.

The findings indicate that both “reasons for” and “reasons against” have an influence on m-banking adoption. Among the “reasons for” m-banking adoption, ubiquitous is the major determinant, and among the “reasons against” m-banking adoption, tradition barrier is the major determinant. The findings also confirm that value of “openness to change” significantly influences reasons for adoption and has no impact on reasons against and attitude toward m-banking.

This study examines customers in only one context (i.e. India). Future research can examine samples in other countries so that the results can be generalized. Also the mediating role of demographic factors can be studied in future studies to predict m-banking adoption.

The findings of this study emphasize the importance of examining both the pro-adoption and anti-adoption factors while developing marketing strategy. This study confirms that m-banking adoption can be increased if managers attempt to minimize the effect of barriers of m-banking adoption.

This is the first study to examine m-banking adoption using BRT, which investigates the reasons for and reasons against m-banking adoption in a single framework.

The purpose of this paper is to investigate the effects of Hall’s cultural dimension on the mobile banking (m-banking) individual performance in the m-banking post-adoption stage.

This paper proposes using the DeLone and McLean IS success model moderated by Hall’s cross-cultural dimensions of high-low context and monochronic-polychronic time perception to evaluate the m-banking individual performance in the post-adoption stage.

The results reveal that usage and user satisfaction are important precedents of individual performance, and it also reveals the importance of the moderating effects of monochronic inclination between the usage and user satisfaction to individual performance. The system, information, and service quality affect user’s satisfaction positively.

While the majority of earlier research focuses on potential adopters, this study seeks to understand the significance of cultural effects on the m-banking individual performance in the post-adoption stage, as these are important to explain use and attract potential adopters of m-banking.