Mobile Banking Services Continuous Usage -- Case Study of Finland

Aijaz Ahmed Shaikh · Heikki Karjaluoto

50 citations0/0 files storedHawaii International Conference on System Sciences (HICSS)

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Health, Technology, Consumer Behavior

Abstract

Finland is at the forefront of using new information systems, such as mobile banking (m-banking). The present study develops and tests a model of continuous usage intentions toward m-banking services for a sample of 273 Finnish m-banking users. Results confirm the hypothesized direct relationships between self-congruence and perceived value, perceived risk and perceived value, perceived value and continuous usage, and continuous usage and word of mouth. The frequency of usage of m-banking services and experience moderate the relationship between perceived value and continuous usage. We discuss the theoretical and managerial implications of the study results and present recommendations for future research.

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References

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