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Purpose The purpose of this study is to examine the components of the utilitarian and hedonistic dimensions of the quality of mobile banking services, their impact on customer satisfaction, as well as the effects of satisfaction on word of mouth (WOM) and intention to use. Design/methodology/approach The analysis includes 307 mobile banking users in the Republic of Serbia. Reliability analysis, confirmatory factor analysis, structural equation modelling and multigroup analysis are applied in the paper. Findings The results show that security/privacy, perceived usefulness, perceived ease of use, design and enjoyment are important drivers of customer satisfaction, and that satisfaction has very strong effects on WOM and intention to use. In addition, there are apparent differences in the relationships between the two groups of respondents observed: innovators and followers. Originality/value The originality of the paper lies in the innovative model that includes a combination of the TAM model and the utilitarian/hedonistic dimension of the quality of mobile banking services. An element of the study which is of particular value is its segmentation of customers into innovators and followers – dividing respondents into two groups depending on whether they are among the first people in their environment to start using mobile banking services.
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Stored only when both papers are in the corpus — 30 citations exist upstream.
Papers that cite the same references — the relational fallback while embeddings are still backfilling.
Imported from OpenAlex (CC0) — nothing here is generated.