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The purpose of this paper is to investigate the mediating role of satisfaction (SAT) in relation to mobile banking service quality (MB-SQ) and continuance intention (CI) among Nepali mobile banking users.

The paper adopted a quantitative approach and cross-sectional survey research design. Data were collected with structured questionnaires from 326 mobile banking users. A partial least squares structural equation modeling (PLS-SEM) and artificial neuro network (ANN) approach were applied to examine hypotheses.

Results confirm a significant positive influence of MB-SQ on SAT and CI of mobile banking adoption. Moreover, MB-SQ partially mediates the relationship between SAT and CI of mobile banking adoption.

Based on the findings of this research, theoretically, this paper attempted to investigate the mediating role of MB-SQ in the CI of mobile banking, and managerially, mobile banking service providers could have insights on designing mobile banking service marketing strategy.

This paper is among the earliest studies to investigate the role of MB-SQ as a higher-order reflective-reflective construct on CI. Moreover, the endogeneity issue has been tested, and ANN has been applied to investigate the predictive relevance of SAT and MB-SQ on CI of mobile banking users. Furthermore, the authors have delved into the ongoing discourse surrounding Generation Y and Generation Z, exploring their implications on CI within the realm of mobile service quality. It provides a critical juncture for understanding continuance intention in the mobile service quality context.

The purpose of this paper is to investigate the distinct effects of different communication channels, particularly interpersonal networks, social media, and mass media on customer beliefs and usage intention in a mobile banking (MB) context.

This study employed a combination of both qualitative and quantitative research approaches with an exploratory sequential research design in two major phases: focus groups; and a large-scale survey among 183 New Zealand young adults.

The most significant influential factor of usage intention was perceived usefulness, followed by perceived credibility and perceived costs. Face-to-face communication with bank staff and close acquaintances was perceived as the most reliable and persuasive sources of banking-related information. Moreover, mass channels were considered to be more important and trustworthy than social media in the MB sector. The research results revealed that the current status of MB diffusion in New Zealand is in the latter stages (Late Majority and Laggards) of the innovation diffusion cycle.

In light of the research findings, bank marketers can make the right decisions on marketing actions to promote MB effectively as well as develop appropriate communication policies to speed up the consumer decision process. Researchers and allied industries (e.g. mobile commercial services) could also gain benefits from applying these results to understand the impact of communication channels on consumer perceptions and behaviours towards new technology acceptance.

The research outcomes have served to broaden the knowledge into the distinguishing influences of major communication channels on customers’ beliefs and intention to adopt new banking services.

The study has two aims: first, it aimed to investigate the impact of contextual factors (such as information quality, service quality, system quality, trust in applications (app) and COVID-19 health anxiety) on the intention to use the Mobile Payment (MP) app, and subsequently, the actual use of the app. Second, the aim of this study is whether the COVID-19 threat has a moderating influence on the relationship between customers' intent to use MP app and the actual use of MP app.

The data are collected through an online survey from 341 Mobile Banking (MB) app users from Pakistan to empirically analyze the relationship between service quality, system quality, information quality, trust in the app, COVID-19 health anxiety and COVID-19 threat, intentions to use MB-app and actual use of MB-app.

The empirical analysis of the data collected from MB-app users from Pakistan shows that service quality, system quality, information quality, trust in the app and COVID-19 health anxiety positively related to intentions to use MB-app, consequently affect the actual use of MB-app. Furthermore, the results demonstrate that the COVID-19 threat positively moderates the relationship between intentions to use MB-app and actual use of MB-app.

Although, prior research established a positive impact of mobile apps on customer service and consumer satisfaction. Yet, it is not clear which factors influence customers to adopt MB-app. This study contributes to the research on MB-apps based on adaptive structuration theory and examines the technological factors and contextual factors that collectively explain when and how individuals decide to adopt MB-app.

This study offers an understanding of vulnerable populations' experiences of actual use of mobile banking and their expectations of mobile banking (MB).

Data were generated from MB customers and bankers using online reviews, focus groups and semi-structured interviews, as a mix of methods and sources can provide rich and in-depth understanding.

The affordance of MB for vulnerable populations is explained in four concepts: meaning, material, competency and usability. Recommendations that could further engage and improve the service quality of MB apps for vulnerable populations include customization and personalization of services, access to the digital health data of members of vulnerable populations, audio-based option selection and touchscreen options, and enhancement of service and performance standards.

It is suggested that retail bankers should improve the service quality and performance of their MB apps by considering the recommendations drawn from vulnerable people's experiences. This study discusses implications for retailers.

This study applied social practice theory and affordance of technology theory to understand how those in vulnerable populations experienced MB apps; the results could be used to improve the accessibility, performance and service quality of MB apps.

The purpose of this paper is twofold: first, the authors empirically examine the effect of the perceived values of mobile banking (MB) applications on customers’ e-trust, e-satisfaction and e-loyalty and second, the authors investigate the moderating role of customers’ age in the relationship between perceived value of MB and e-trust.

A survey was conducted on a sample of 361 Tunisian banks’ customers using mobile applications. Structural equation modeling method was performed to test the research hypotheses.

The results of this research revealed that quality, price and emotional perceived values’ dimensions of MB applications are predictors of customers’ e-trust. Within this spectrum, age acts as a moderator in these latter relationships. Findings also suggested that e-trust has positive effects on e-satisfaction and e-loyalty.

This paper presented a reading grid for bank marketers allowing them to identify the levers they must focus their efforts on so as to retain the customers using MB applications. It also permits them to identify the needs and values of three generation of customers, namely baby boomers, generation X and generation Y, so that they can offer better services for each group.

This paper sheds light on an innovative and unexplored topic in the literature. The authors broaden understanding of the relationship between the perceived values of MB applications, e-loyalty, e-trust and e-satisfaction. Research devoted to investigate these different links through an integrative model does exist, yet embryonic. This study also highlights differences between three group of customer, namely baby boomers, generation X and generation Y in terms of perceived values that builds their trust in the context of MB applications use.

The purpose of this paper is to explore barriers, the mediating role of usability and the moderating effects of self-efficacy and perceived image on consumers’ attitudes toward use of mobile banking (MB) in Iran.

Based on the consumer data collected through a survey, structural equations modeling and path analysis were employed to test the research model.

The results revealed that “system compatibility” was found to be the main factor affecting users’ attitudes toward use of MB. “Resistance” showed a significant negative effect on both ease of use and usefulness. “Perceived usefulness” mediated the relationship between ease of use and users’ attitudes. At last, contrary to self-efficacy which showed no significant effect, perceived image moderated the relationships between usefulness and attitude.

The sample was only composed of MB users and non-users were not studied.

Past studies have seldom examined the role of individual drivers like self-efficacy and social drivers like perceived image as moderating variables in the context of developing countries.

The existing technology adoption model (TAM) has ignored the importance of social proof of credibility such as risk, security and privacy. Also, this study aims to provide understanding how the issues of usability such as interactivity, compatibility and credibility can influence the mobile banking (MB) adoption of commercial and Islamic banks. This study has offered two theoretical models which may be helpful to understand the importance of social proof of credibility during MB adoption.

It is exploratory study therefore the researcher used triangulation of qualitative methods such as online banking app reviews, focused group and semi structured interviews are used to understand the behavior of customers toward MB adoption.

Consumers are actively involved to take recommendations from close sources, experts, customers and crowd opinion using interactive social media platforms (SMPs). The purpose to gather information is to save from usability, risk, security and privacy issues, especially when customers share their personal and financial information with the purpose to use MB. Results reveal that people with disabilities require MB app that has adjustable size, color, text and functions. The usability issues such as system design, response time, aesthetics, personalization, installation and service quality influenced the use of MB in Islamic banks.

Present study has offered social proof as TAM which highlights usefulness and credibility as important factors that can create social proof on SMPs. This study provides rich insights regarding what initiatives are required to resolve the issues of usability such as interactivity, compatibility and credibility that can influence the MB adoption of commercial and Islamic banks. Another major contribution of this study is to explore the issues of MB for people with disabilities and suggest how they can improve the service quality of MB for people with disabilities.

Social media users can now create, exchange, modify and consume socially generated experiences which can enhance social influence toward mobile banking (MB). This study aims to provide understanding of how social actor interactions through social networking platforms (SNPs) can create social influence for MB adoption and present a research framework that can help to understand which social actors have higher social influence toward MB adoption in conventional and Islamic banks.

SNP users have different levels of perceptions and experiences about the usability and credibility of MB. Therefore, their experiences are subjective realties which can generate socially constructed knowledge. To understand these subjective realties, a social constructivist approach is adopted. Data were collected from interviews with 60 individuals from diverse occupational backgrounds.

Identification element of social influence explained that the shared reviews and recommendations of opinion leaders, industry experts, celebrities and friends were highly positive for conventional banks; therefore, there is high word-of-mouth for MB of conventional banks. Internalization of social influence highlighted that people are more likely to accept the wisdom of the crowd and close friends, which can generate their engagement and connection with MB. Finally, the compliance factor of social influence explained that people can only adopt MB when they perceive high usability and credibility.

This study has provided understanding to the marketers of how social actors on SNPs can play a role in the creation, exchange, modification and consumption of socially generated influence that can impact the MB adoption intention for conventional and Islamic banks.

Although many theories and models have been presented about the marketing strategies and antecedents of MB adoption, the extensive use of SNPs has changed marketing strategies. For example, this study has found that social media users are highly influenced by the social reviews and recommendations they receive from their close friends. Therefore, socially generated influence on SNPs can create an adoption intention toward MB.

The purpose of this paper is to identify the factors influencing the adoption of mobile self-service retail banking technologies, and the degree of influence of each factors leading their usage. Having mobile banking (MB) as the reference service and drawing on previous studies in the field, an extended Unified Theory of Acceptance and Use of Technology (UTAUT) model is proposed and empirically validated to investigate the impact of technology, social, channel and personal factors on potential customers’ usage intentions.

On evidence drawn, through a dedicated research instrument, from 513 non-users in Greece, the effects of the extended UTAUT’s drivers on MB adoption intentions are assessed using partial least squares path methodology.

The results indicated that technology-related factors, expressing innovation expected performance, and social influence are the leading determinants of MB adoption intentions, followed by the two channel-related factors, expressing perceived risk and trust toward MB usage, and potential users’ inherent innovativeness. Furthermore, the consideration of service experience as a moderating variable has shown that there is a significant difference in the effects of social influence and perceived trust on adoption intention between potential users with high and limited service experience.

The sample is country specific and this may affect generalizability of findings. Also, the cross-sectional design adopted does not reflect the temporal changes.

From a practical point of view, the findings suggest that banks should consider, except of the technology-related factors of MB, the way that potential users perceive the channel-related factors as well as the individual differences in order to improve the MB acceptance level.

Although there are a few studies that use UTAUT to predict MB adoption, the proposed model is the first that combines four groups of MB adoption driving factors into a causal model in order to explain MB adoption intentions in a country which is facing severe financial crisis for the last eight years, Greece.

The purpose of this paper is to propose and examine a conceptual model that best explains the key factors influencing Jordanian customers ' intention to adopt mobile banking (MB).

The proposed conceptual model was based on the Technology Acceptance Model (TAM). This was extended by adding perceived risk and self-efficacy as an external factors. Structural equation modelling (SEM) was conducted to analyse the data collected from the field survey questionnaires administered to a convenience sample of Jordanian banking customers.

The results showed that behavioural intention is significantly influenced by perceived usefulness, perceived ease of use, and perceived risk.

Practical and theoretical implications for both Jordanian banks and researchers in the MB context are also discussed in the concluding section.

MB-related issues are yet to be examined empirically in the Jordanian context. This submission has attempted to fill this gap by empirically examining some of the important factors influencing the adoption of MB from the Jordanian customers’ perspective.