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1 – 10 of over 9000
Article
Publication date: 15 March 2022

Muhammad Naeem, Wilson Ozuem and Philippa Ward

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

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Abstract

Purpose

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

Design/methodology/approach

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.

Findings

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.

Research limitations/implications

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.

Originality/value

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.

Details

International Journal of Retail & Distribution Management, vol. 50 no. 7
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 19 January 2023

Ritesh J. Patel and Aaliyah Siddiqui

The purpose of this paper is to perform a meta-bibliometric analysis of the banking service quality and to provide various research streams. Another goal is to provide future…

Abstract

Purpose

The purpose of this paper is to perform a meta-bibliometric analysis of the banking service quality and to provide various research streams. Another goal is to provide future research questions to explore these areas in more detail.

Design/methodology/approach

The authors used three major academic databases (Scopus, ProQuest and EBSCO) from 1980–2021 and found 226 papers, where they performed the meta-bibliometric analysis by performing co-citation analysis, co-authorship analysis, cartographic analysis and content analysis.

Findings

The SERVQUAL model is the most used conceptual framework and model to study banking service quality. Structural equation modeling (SEM), followed by partial least squares SEM, is a majorly used method. There are three research streams in the literature: retail banking service quality, internet banking service quality and mobile banking service quality. Retail banking is the most studied stream, whereas mobile banking is the least studied stream. The study on banking service quality was initially conducted in developed markets, and later in emerging markets. All three streams have scope for further exploration, and hence, 44 future research questions have also been proposed.

Research limitations/implications

This study has implications for bank managers, academicians and future researchers.

Originality/value

This study is unique in that it examines the meta-bibliometric dimensions of banking service quality and provides directions for future research for academicians and researchers.

Details

Qualitative Research in Financial Markets, vol. 15 no. 5
Type: Research Article
ISSN: 1755-4179

Keywords

Open Access
Article
Publication date: 5 July 2022

Aijaz A. Shaikh, Hawazen Alamoudi, Majed Alharthi and Richard Glavee-Geo

Using the theory, construct, method, moderator (TCMM) format, this framework-based review critically analyses the mobile financial services (MFSs) field through a detailed…

9275

Abstract

Purpose

Using the theory, construct, method, moderator (TCMM) format, this framework-based review critically analyses the mobile financial services (MFSs) field through a detailed synthesis and analysis of a sample of mainstream empirical research published in various scientific journals within the period 2009–2020.

Design/methodology/approach

The authors followed a three-step structured approach suggested by Webster and Watson (2002) to search for the literature to synthesise the global perspectives on MFSs and their associated applications and systems. The literature research resulted in the identification of 115 most relevant articles.

Findings

The authors identified three major categories or domains within the MFSs comprising the entire spectrum of digital financial services. To facilitate the literature analysis, TCMM is developed and proposed as an organising framework. Moreover, the authors also developed and presented the comprehensive framework of MFS domains and explicitly identified 14 different research themes for future research in MFSs.

Originality/value

Prior attempts to synthesise and analyse mainstream academic research in MFSs have been scant and limited to a specific MFS domain: mobile banking or mobile payment. The authors synthesised a more extensive body of knowledge and provided a global perspective on the MFS field. Unlike the past literature reviews which followed traditional frameworks such as antecedents, decisions and outcome (ADO); TCCM; and 6 W Framework (who, when, where, how, what and why), the authors developed and proposed TCMM as organising framework.

Details

International Journal of Bank Marketing, vol. 41 no. 1
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 2 October 2017

Manon Arcand, Sandrine PromTep, Isabelle Brun and Lova Rajaobelina

The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and…

9467

Abstract

Purpose

The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution.

Design/methodology/approach

An online survey was conducted using a sample of 375 respondents, all owners of a mobile device and all accustomed to conducting banking activities on mobile platforms. Results were analyzed using structural modeling techniques (EQS 6.1).

Findings

Findings confirm that trust significantly and positively impacts commitment/satisfaction. Mobile banking service quality dimensions also influence trust and commitment/satisfaction. Trust is associated with security/privacy and practicity (regarded as utilitarian factors), while commitment/satisfaction is driven by enjoyment and sociality (dimensions more hedonic by nature). No link is found between interface design and either trust or commitment/satisfaction.

Originality/value

This study contributes to bank marketing theory since it is the first to demonstrate how key mobile banking service quality dimensions drive customer perceptions of relationship quality. In doing so, this research extends beyond mobile adoption (short term) by addressing customer engagement with financial institutions and issues relating to relationship quality (long term). Regarding managerial implications, findings signal to marketers in the financial services industry the importance of not underestimating the power of hedonic factors (sociality and enjoyment) when developing mobile platforms. These dimensions are often overlooked in the banking industry, a sector in which consumers are believed to be mostly driven by utilitarian motives.

Details

International Journal of Bank Marketing, vol. 35 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 1 July 2022

Athanasios Patsiotis, Ioannis Krasonikolakis and Jing Lyu

Capital controls restrict cash withdrawals and international transfers, among other restrictions. The purpose of the study is to explore how capital controls have influenced m…

Abstract

Purpose

Capital controls restrict cash withdrawals and international transfers, among other restrictions. The purpose of the study is to explore how capital controls have influenced m-banking usage and disclose the underlying factors that explain m-banking usage intentions.

Design/methodology/approach

Grounded on the Technology Acceptance Model (TAM), this study assumes that usage behavior may be different from intentions to adopt. In-depth interviews (study 1) were employed with both consumers and bank employees to explore the factors of m-banking adoption under capital controls, followed by an online survey (study 2) pertaining to examine the relationships between underlying factors.

Findings

Study 1 reveals that the growth of m-banking usage is strongly associated with capital controls that perceived ease of use, usefulness, risk, technology anxiety and decision comfort are significant attributes in influencing usage intention. Study 2 verifies that most underlying factors are important predictors of m-banking usage intention, except technology anxiety does not impact m-banking usage.

Research limitations/implications

The respective effects on usage intentions may be different in the absence of capital controls. A similar study could examine the importance of the respective constructs in conditions of no forced use. The case of forcing consumers to adopt a technological innovation could be further explored.

Practical implications

Retail banking consumers have changed their banking and financing behaviors because of capital controls. Forced usage may cause customers to cultivate positive attitudes towards the technology and consider it for continuous usage.

Originality/value

Capital controls were found to impact positively customer behavior towards m-banking. It is revealed that capital controls have forced bank customers to adopt and use m-banking for their financial needs.

Details

International Journal of Bank Marketing, vol. 40 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 2 October 2017

Jennifer Mullan, Laura Bradley and Sharon Loane

Bank adoption of mobile banking globally remains sporadic. Factors influencing this remain under researched. The purpose of this paper is to explore drivers and barriers of bank

5473

Abstract

Purpose

Bank adoption of mobile banking globally remains sporadic. Factors influencing this remain under researched. The purpose of this paper is to explore drivers and barriers of bank adoption of mobile banking from a stakeholder perspective.

Design/methodology/approach

Using diffusion of innovation (DOI), a mixed method study was conducted. Data were collected using blogging to inform a two-round modified Delphi study. The opinion of 72 members from six stakeholder industries was sought.

Findings

The results indicate that DOI theory is still applicable within mobile environments in helping to understand the diffusion of mobile banking. Key drivers of bank adoption were global mobile phone penetration, competitive advantage, customer convenience, strategic importance, customer demand, low perceived risk/security concerns and stakeholder partnerships. Findings suggest low levels of customer demand and lack of return on investment (ROI) are key barriers for banks. The findings have strategic implications for industry players highlighting the importance of mobile banking to maintain market share and customer relations. These influences will inform successful mobile banking strategies by raising awareness of major barriers.

Originality/value

This study concentrates on a bank/stakeholder perspective. It confirms that DOI theory is still applicable within mobile environments. It extends understanding of bank adoption providing useful information for all stakeholders. It has implications for banks regarding multi-channel banking and the motivators and challenges influencing its adoption.

Details

International Journal of Bank Marketing, vol. 35 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 26 September 2022

Fernando Rey Castillo-Villar and Rosalia G. Castillo-Villar

The study explores the affordances and constraints perceived by older adults through their experiences using mobile banking apps.

Abstract

Purpose

The study explores the affordances and constraints perceived by older adults through their experiences using mobile banking apps.

Design/methodology/approach

Twenty-five interviews via Skype were carried out with older adults aged 65 years and over between April and May 2021 (during the COVID-19 pandemic).

Findings

Based on their usage experiences with mobile banking, older adults identified functional (saving time, avoiding physical risk and having control over their finances) and social affordances (supporting and bonding with family and friends), as well as non-technological (lack of useful information and patience from bank employees) and technological constraints (concerns about cybersecurity, data privacy and passwords).

Originality/value

The study offers a novel approach to customer experience research in mobile banking by adopting a customer-centered perspective and applying the theoretical framework of affordances and constraints to analyze the experiences of older adults as active mobile banking users.

Details

Marketing Intelligence & Planning, vol. 41 no. 1
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 3 June 2022

Yen Thi Hoang Nguyen, Tommi Tapanainen and Hai Thi Thanh Nguyen

Recently, traditional financial institutions are facing strong competition from disruptive innovators (Fintech firms) forcing them to increasingly invest in new IT solutions to…

1768

Abstract

Purpose

Recently, traditional financial institutions are facing strong competition from disruptive innovators (Fintech firms) forcing them to increasingly invest in new IT solutions to maintain their competitive edge. However, there are still advantages that traditional financial institutions enjoy, of which the primary one may be reputation. Surprisingly, the firm reputation link to use intention has not received much attention in the literature, prompting this research. The purpose of this study is to examine the firm reputation link to use intention in the context of mobile banking.

Design/methodology/approach

The results are based on a survey of 783 participants in Vietnam.

Findings

The study confirmed that reputation plays an important role in promoting use intention for mobile banking. Additionally, perceived risk and trust are also linked to perceived usefulness (PU) and perceived ease-of-use (PEOU).

Originality/value

This study is among the first to link perceived risk and trust to PU and PEOU in a mobile banking context. Based on the Theory of Reasoned Action, the study adds to the literature by connecting two separated research themes: technology adoption and reputation. It also suggests avenues for both traditional banks and Fintech firms to set their business strategies to enhance their reputation or collaborate for mutual benefits.

Details

International Journal of Bank Marketing, vol. 40 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 27 July 2010

Pedro Cruz, Lineu Barretto Filgueiras Neto, Pablo Muñoz‐Gallego and Tommi Laukkanen

The aim of this paper is to investigate the perceived obstacles to the adoption of mobile banking services among Brazilian internet users and search for patterns according to…

8258

Abstract

Purpose

The aim of this paper is to investigate the perceived obstacles to the adoption of mobile banking services among Brazilian internet users and search for patterns according to socio‐demographics variables.

Design/methodology/approach

Data were collected through an online survey involving the internet banking customers of a major Brazilian bank. A total of 3,585 usable cases were collected from customers who do not use any kind of mobile devices (cell phones, PDAs or Smartphones) to access electronic banking services. The main reasons for rejecting the service were explored using multidimensional scaling, while chi‐square tests were used to assess differences between socio‐demographic variables.

Findings

The results indicate that the majority of respondents do not use any kind of mobile banking service. Perception of cost, risk, low perceived relative advantage and complexity were revealed to be the main reasons behind the reluctance to use the service. The influence of other background factors is less evident.

Practical implications

The research has practical implications, as it suggests guidance strategies and presents directions for service enhancement as a key to overcoming the perceived obstacles to m‐banking adoption.

Originality/value

This is the first empirical research exploring mobile banking resistance factors in Brazil.

Details

International Journal of Bank Marketing, vol. 28 no. 5
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 24 August 2020

Mohamad Merhi, Kate Hone, Ali Tarhini and Nisreen Ameen

Despite the benefits of mobile banking services in an increasingly digitised world, adoption rates remain unsatisfactory. The present cross-national study examines age- and…

2736

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Originality/value

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.

Details

Journal of Enterprise Information Management, vol. 34 no. 4
Type: Research Article
ISSN: 1741-0398

Keywords

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