Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation

By Sujeet Kumar Sharma, Manisha Sharma. International Journal of Information Management, 2019

603 citations recorded by the source corpus.

Abstract Mobile banking (m-banking) has emerged dynamically over the years due to consumers' increased use of mobile technologies, their ever-growing lifestyle choices and also the several different economic factors. This paper proposes a new research model by extending the DeLone & McLean information systems (D&M IS) success model to understand users’ actual usage of m-banking. The research model was tested and validated using data collected by survey from 227 Omani residents. This study employed a two-staged analytical approach by combining structural equation modeling and neural network analysis. The results divulge that satisfaction and intention to use stand as two important precedents of actual usage, and the satisfaction also mediates the relationship between service quality, information quality and trust with intention to use m-banking and negates with that of system quality. We have provided the theoretical as well as practical implications of the findings.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/08cf44599e36d7115aaa7d3de2226b1b8058060b

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

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Citations in the corpus

A cross-cultural study of the intention to use mobile banking between Lebanese and British consumers: Extending UTAUT2 with security, privacy and trust (2019, background): “Trust was found to be a crucial in ﬂ uencer of behavioural intention to adopt a technology [5,15,87 – 90] due to its inverse association with risk.”
Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse (2020, background): “…and intention towards using a new system if they perceive that the system will save them more time and effort than traditional ones do (Dwivedi, Rana, Janssen et al., 2017; Dwivedi, Rana, Jeyaraj, Clement, & Williams, 2017; Sharma & Sharma, 2019; Tamilmani et al., 2019; Venkatesh et al., 2003).”