Mobile Banking Service Design Attributes for the Sustainability of Internet-Only Banks: A Case Study of KakaoBank

Seongho Kim, Hyuk-Jun Kwon and Hyeob Kim ()
Additional contact information
Seongho Kim: Department of Industrial Design, College of Art & Design, Kyunghee University, Suwon 17104, Republic of Korea
Hyuk-Jun Kwon: Department of Economics & Finance, Soonchunhyang University, Asan 31538, Republic of Korea
Hyeob Kim: Division of Business Administration, Hoseo University, Cheonan 31066, Republic of Korea

Sustainability, 2023, vol. 15, issue 8, 1-17

Abstract: The rapid development of information technology and the diffusion of Internet-only banks have made mobile banking an essential service in Korea. Meanwhile, the spread of non-face-to-face services triggered by the COVID-19 pandemic is encouraging continuous innovation in the banking sector. This study explored the application design attributes of mobile banking in the context of the sustainability of Internet-only banks. Specifically, this study empirically analyzed user usage intention and attitude using the theory of planned behavior (TPB) and seven service design attributes derived from previous studies, namely: information quality, service quality, utilitarian value, hedonic value, ease of use, usefulness, and aesthetics. Information quality, utilitarian value, ease of use, and usefulness positively affected sustainable usage intention and attitude, while service quality, hedonic value, and aesthetics did not affect sustainable usage intention and attitude. Notably, this study derived the theoretical attributes of financial service design from the user’s perspective, which has not yet received much attention in existing research, by applying the TPB. It also identified mobile banking service attributes that may support the sustainability of financial services, which lays a foundation for further research. Moreover, this study’s findings offer insights into which user touchpoints designers should focus on when developing services.

Keywords: Internet-only bank; mobile banking; service design attribute; sustainability; UX design; theory of planned behavior; design marketing (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.mdpi.com/2071-1050/15/8/6428/pdf (application/pdf)
https://www.mdpi.com/2071-1050/15/8/6428/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:15:y:2023:i:8:p:6428-:d:1119895

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().