Consumers' perceptions of mobile banking continuous usage in Finland and South Africa Online publication date: Thu, 09-Jul-2015
by Aijaz A. Shaikh; Heikki Karjaluoto; Nathalie Beatrice Chinje
International Journal of Electronic Finance (IJEF), Vol. 8, No. 2/3/4, 2015
Abstract: This study examines continuous usage behaviour related to mobile banking (m-banking) among consumers living in Finland (FI) and South Africa (ZA). The study investigates three post-adoption behavioural consequences - namely, trust, satisfaction and word of mouth. Using purposeful sampling techniques, we found that trust plays a significant role in promoting continuous usage of m-banking. In general, the respondents reported high levels of trust in m-banking technology and were satisfied with the m-banking application and services. In addition, convenience, user friendliness and speed emerged as the main sub-topics related to satisfaction. In most cases, the convenience of using m-banking dominated the recommendation criteria. However, users, especially those in ZA, generally do not promote m-banking services to others. This study shows that for the majority of users, m-banking usage is related to increased satisfaction with the bank, implying that m-banking services should be a vital part of banks' strategy to retain customers.
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