Examining the antecedents and consequences of perceived value – a case study of mobile banking application usage in the Kingdom of Saudi Arabia

Hawazen Alamoudi · Majed Alharthi · Aijaz Ahmed Shaikh · Mohamed Yacine Haddoud

5 citations0/0 files storedInternational Journal of Mobile Communications

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

Abstract

Recent advancements in information, communications, and mobile technologies have revolutionised banking and payment services as well as consumer behaviour. This study examines the continuous usage experience of mobile financial services, and especially mobile banking services, in the Kingdom of Saudi Arabia (KSA). Data were collected from 300 experienced mobile banking users across the KSA using a pre-tested survey instrument. The partial least squares structural equation modelling (PLS-SEM) was used to analyse the data. The results supported all the hypotheses and revealed that e-service quality, e-information quality, and experience flow have a significant and positive influence on the perceived value of mobile banking services. Furthermore, the perceived value of mobile banking services had a positive and the most substantial impact on advocacy intention compared to sustained usage. This study has important implications for banking and other financial institutions in the KSA and beyond.

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