Continuous mobile banking usage and relationship commitment – A multi-country assessment

Although conducting banking transactions via mobile phones, smart phones and tablets has become popular in many countries, major gaps exist in our understanding of those who use this technology, particularly how experienced users perceive mobile banking. Drawing from the literature on mobile banking adoption, continuous usage behavior and post-adoption of technology behavior, the authors shed light on the nature of experienced mobile banking users’ relationship commitment (RC) with their bank and personal finances. The study reveals changes in commitment and shows that mobile banking offers substantial added value to users. Overall, this research will help managers better understand the importance of mobile banking services in the light of customer RC.

[1]  Gilles N'Goala,et al.  Customer switching resistance (CSR) , 2007 .

[2]  Kun Chang Lee,et al.  Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean's model perspective , 2009, Interact. Comput..

[3]  Nisar Hundewale,et al.  Technology Adoption and Indian Consumers: Study on Mobile Banking , 2012 .

[4]  P. Aurier,et al.  The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development , 2010 .

[5]  Josée Bloemer,et al.  Antecedents and Consequences of Affective Commitment , 2003 .

[6]  Arthur Sweeney,et al.  Clicks vs. bricks: internet-facilitated relationships in financial services , 2004 .

[7]  Donald R. Cooper,et al.  Business Research Methods , 1980 .

[8]  P. Patterson,et al.  Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services , 2000 .

[9]  S. Gounaris.  Trust and commitment influences on customer retention: insights from business-to-business services , 2005 .

[10]  Tao Zhou,et al.  An Empirical Examination of Initial Trust in Mobile Banking , 2011, Internet Res..

[11]  Tao Zhou,et al.  Examining mobile banking user adoption from the perspectives of trust and flow experience , 2012, Inf. Technol. Manag..

[12]  Bill Anckar,et al.  VALUE CREATION IN MOBILE COMMERCE: FINDINGS FROM A CONSUMER SURVEY , 2002 .

[13]  Norizan M. Kassim,et al.  The influence of attraction on internet banking: an extension to the trust‐relationship commitment model , 2006 .

[14]  M. Miles,et al.  Drawing Valid Meaning from Qualitative Data: Toward a Shared Craft , 1984 .

[15]  I. Geyskens,et al.  The performance implications of outsourcing customer support to service providers in emerging versus established economies , 2014 .

[16]  Carlos Flavián,et al.  The role of security, privacy, usability and reputation in the development of online banking , 2007, Online Inf. Rev..

[17]  Hella Chemingui,et al.  Resistance, motivations, trust and intention to use mobile financial services , 2013 .

[18]  Sunil Gupta.  The Mobile Banking and Payment Revolution , 2013 .

[19]  Tao Zhou,et al.  Integrating TTF and UTAUT to explain mobile banking user adoption , 2010, Comput. Hum. Behav..

[20]  F. Dwyer,et al.  Developing Buyer-Seller Relationships: , 1987 .

[21]  Shih-Chih Chen,et al.  To use or not to use: understanding the factors affecting continuance intention of mobile banking , 2012, Int. J. Mob. Commun..

[22]  Min-Jae Lee,et al.  Are You Still with Us? A Study of the Post-Adoption Determinants of Sustained Use of Mobile-Banking Services , 2012, J. Organ. Comput. Electron. Commer..

[23]  Sang-Chul Lee,et al.  Determinants of behavioral intention to mobile banking , 2009, Expert Syst. Appl..

[24]  Reji Kumar,et al.  Journal of Internet Banking and Commerce an Empirical Study on Service Quality Perceptions and Continuance Intention in Mobile Banking Context in India , 2022 .

[25]  M. Al-hawari,et al.  The relationship between service quality and retention within the automated and traditional contexts of retail banking , 2009 .

[26]  Peter Meso,et al.  Towards a model of consumer use of mobile information and communication technology in LDCs: the case of sub‐Saharan Africa , 2005, Inf. Syst. J..

[27]  B. Lewis,et al.  The antecedents of consumer loyalty in retail banking , 2006 .

[28]  Jukka Riivari,et al.  Mobile banking: A powerful new marketing and CRM tool for financial services companies all over Europe , 2005 .

[29]  Hsiu-Fang Hsieh,et al.  Three Approaches to Qualitative Content Analysis , 2005, Qualitative health research.

[30]  Janice M. Morse,et al.  Strategies for Sampling , 1991 .

[31]  Hsiu-Fen Lin,et al.  An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust , 2011, Int. J. Inf. Manag..

[32]  Ulun Akturan,et al.  Mobile banking adoption of the youth market , 2012 .

[33]  P. Verhoef.  Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development , 2003 .

[34]  Sirkka L. Jarvenpaa,et al.  Managing the Paradoxes of Mobile Technology , 2005, Inf. Syst. Manag..

[35]  S. Hunt,et al.  The Commitment-Trust Theory of Relationship Marketing , 1994 .

[36]  Ibrahim M. Al-Jabri,et al.  Mobile Banking Adoption: Application of Diffusion of Innovation Theory , 2012 .

[37]  Gordon L. Fullerton.  How commitment both enables and undermines marketing relationships , 2005 .

[38]  M. J. Sánchez-Franco.  The Moderating Effects of Involvement on the Relationships Between Satisfaction, Trust and Commitment in e-Banking , 2009 .

[39]  Ruben Chumpitaz Cáceres,et al.  Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty , 2007 .

[40]  Heikki Karjaluoto,et al.  Mobile banking adoption: A literature review , 2015, Telematics Informatics.

[41]  Gordon L. Fullerton.  When Does Commitment Lead to Loyalty? , 2003 .

[42]  Payam Hanafizadeh,et al.  Mobile-banking adoption by Iranian bank clients , 2014, Telematics Informatics.

[43]  Garry Wei-Han Tan,et al.  Can the demographic and subjective norms influence the adoption of mobile banking? , 2012, Int. J. Mob. Commun..

[44]  Xin Luo,et al.  Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services , 2010, Decis. Support Syst..

[45]  J. Munuera-Aleman,et al.  Brand trust in the context of consumer loyalty , 2001 .

[46]  Tommi Laukkanen,et al.  Internet vs mobile banking: comparing customer value perceptions , 2007, Bus. Process. Manag. J..

[47]  C. Yu.  Factors Affecting Individuals to Adopt Mobile Banking: Empirical Evidence from the Utaut Model , 2012 .

[48]  Kamsuriah Ahmad,et al.  Influence of demographic factors on the adoption level of mobile banking applications in Jordan , 2011 .

[49]  G. Zaltman,et al.  Factors affecting trust in market research relationships. , 1993 .

[50]  Ivana Adamson,et al.  Relationship marketing: customer commitment and trust as a strategy for the smaller Hong Kong corporate banking sector , 2003 .

[51]  Minna Mattila,et al.  Mobile banking and consumer behaviour: New insights into the diffusion pattern , 2004 .

[52]  Jungwoo Lee,et al.  Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services , 2012, Int. J. Inf. Manag..

[53]  Magid Igbaria,et al.  Information systems continuance intention of web-based applications customers: The case of online banking , 2008, Inf. Manag..

[54]  Edwin Theron,et al.  The antecedents of relationship commitment in the management of relationships in business-to-business (B2B) financial services , 2008 .

[55]  P. Patterson,et al.  The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services , 1999 .

[56]  P. Nath,et al.  A model of trust in online relationship banking , 2003 .

[57]  Mary Ann Hocutt.  Relationship dissolution model: antecedents of relationship commitment and the likelihood of dissolving a relationship , 1998 .

[58]  Barbara B. Flynn,et al.  The impact of power and relationship commitment on the integration between manufacturers and customers in a supply chain , 2008 .

[59]  Tommi Laukkanen,et al.  Mobile banking rollout in emerging markets: evidence from Brazil , 2010 .

[60]  Xu Li,et al.  A conceptual framework of relationship commitment: e‐travel agencies , 2010 .

[61]  Zainah Abdullah,et al.  The Effect of Trust and Information Sharing on Relationship Commitment in Supply Chain Management , 2014 .

[62]  Albert Chan,et al.  Knowledge sharing and social media: Altruism, perceived online attachment motivation, and perceived online relationship commitment , 2014, Comput. Hum. Behav..