Article · International Journal of Electronic Finance · January 1, 2015

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

Aijaz Ahmed Shaikh, Heikki Karjaluoto, Nathalie Beatrice Chinje

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.

Technology Adoption and User BehaviourHealth, Technology, Consumer BehaviorCustomer Service Quality and Loyaltymobile bankingconsumer trustcustomer satisfaction

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

Abstract

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