Consumers' perceptions of mobile banking continuous usage in Finland and South Africa

Aijaz A. Shaikh, Heikki Karjaluoto and Nathalie Beatrice Chinje

International Journal of Electronic Finance, 2015, vol. 8, issue 2/3/4, 149-168

Abstract: This study examines continuous usage behaviour related to mobile banking (m-banking) among consumers living in Finland (FI) and South Africa (ZA). The study investigates three post-adoption behavioural consequences - namely, trust, satisfaction and word of mouth. Using purposeful sampling techniques, we found that trust plays a significant role in promoting continuous usage of m-banking. In general, the respondents reported high levels of trust in m-banking technology and were satisfied with the m-banking application and services. In addition, convenience, user friendliness and speed emerged as the main sub-topics related to satisfaction. In most cases, the convenience of using m-banking dominated the recommendation criteria. However, users, especially those in ZA, generally do not promote m-banking services to others. This study shows that for the majority of users, m-banking usage is related to increased satisfaction with the bank, implying that m-banking services should be a vital part of banks' strategy to retain customers.

Keywords: mature markets; emerging markets; mobile banking; m-banking; trust; satisfaction; word of mouth; WoM; Finland; South Africa; e-finance; electronic finance; consumer perceptions; customer satisfaction; convenience; user friendliness; speed; bank services; customer retention. (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (5)

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