Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust

By Ali Abdallah Alalwan, Yogesh Kumar Dwivedi, Nripendra P. Rana. International Journal of Information Management, 2017

1,505 citations recorded by the source corpus.

The study examines the factors influencing behavioral intentions and adoption of Mobile banking by Jordanian bank customers.The study uses extended unified theory of acceptance and use (UTAUT2) as a basic model.The data were collected by conducting a field survey and was completed by 343 customers from Jordanian banks.All the hypotheses except for social influence on behavioral intention to adopt Mobile banking were found significant.The variance explained by the model in behavioral intention was found as 65%. Banks seem to be one of the most business that are really interested in such systems to provide their customers better services as well as to enhance their effectiveness and efficiency. However, the successful implementation of Mobile banking largely depends on the extent of how much customers are fully motivated to adopt it. In fact, over the Jordanian context, the adoption rate of mobile banking is very low and quite few studies that have examined the related issues of mobile banking. Thus, the purpose of this study is to investigate the factors influencing behavioural intention and adoption of Mobile banking by customers of Jordanian banks. The proposed model has assimilated factors from the extended Unified Theory of Acceptance and Use of Technology (UTAUT2) along with trust. Data was collected by conducting a field survey questionnaire completed by 343 participants. The results mainly showed that behavioural intention is significantly and positively influenced by performance expectancy, effort expectancy, hedonic motivation, price value and trust. This study also looking forward to providing the Jordanian banks with applicable guidelines for effectively implementing and designing Mobile banking. Furthermore, research limitations and future directions will be discussed further in the last section.

Subfields: Artificial Intelligence, Information Systems and Management, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/9018bff90e47281bde04e0a919f1d55b9d488f81

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Citations in the corpus

Determinants of Intention to Use ChatGPT for Educational Purposes: Findings from PLS-SEM and fsQCA (2023, positive): “Various information system (IS) studies have validated the importance of hedonic motivation in shaping IU (Alalwan et al., 2017; Al-Azawei & Alowayr, 2020; Nikolopoulou et al., 2021).”
A cross-cultural study of the intention to use mobile banking between Lebanese and British consumers: Extending UTAUT2 with security, privacy and trust (2019, methodology): “The second part included the UTAUT2 model items and were adopted from Venkatesh et al. [16], and related studies e.g. Alalwan et al., [9]; Sharma et al., [1,6].”
The extended Unified Theory of Acceptance and Use of Technology (UTAUT2): A systematic literature review and theory evaluation (2021, background): “Such instance include but are not limited to Alalwan et al. (2017) extension of UTAUT2 with trust as the external variable to empirically examine customer’s adoption to mobile banking in Jordon.”
Exploring consumers perceived risk and trust for mobile shopping: A theoretical framework and empirical study (2018, background): “This supports previous findings across online (e.g. Benamati et al., 2010; Chen & Dibb, 2010; Yang et al., 2015) and mobile (e.g. Alalwan et al., 2017; Gao et al., 2015; Lin et al., 2011; Luo et al., 2010) retailing contexts.”
Factors Determining the Behavioral Intention to Use Mobile Learning: An Application and Extension of the UTAUT Model (2019, background): “For example, Alalwan et al. (2017) confirmed that trust is important in determining users’ likelihood to adopt mobile technologies.”
Understanding consumer adoption of mobile payment in India: Extending Meta-UTAUT model with personal innovativeness, anxiety, trust, and grievance redressal (2020, background): “Performance expectancy (PE) is defined as the level to which an information system or technology will offer benefits to consumers in performing specific activities (Alalwan et al., 2017; Baabdullah et al., 2019; Venkatesh et al., 2012).”
Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk (2018, background): “…drivers of behavioural intention to adopt and use information systems (IS)/information technology (IT) (e.g. Dwivedi et al., 2017a, 2017b, Rana et al., 2015, 2016, 2017) in general and IB (Alalwan et al., 2017; AbuShanab et al., 2010; Riffai et al., 2012; Martins et al., 2014) in particular.”
Predicting the intention to use mobile banking in India (2018, background): “…et al., 2011; Jeong & Yoon, 2013; Mortimer et al., 2015; Kumar et al., 2017), TPB/DTPB (Beiginia et al., 2011; Aboelmaged & Gebba, 2013), UTAUT/UTAUT2 (Luo et al., 2010; Bankole et al., 2011; Yu, 2012; Baptista & Oliveira, 2015; Alalwan et al., 2017), and IDT (Khraim et al., 2011; Lin, 2011).”