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

Authors: Hawazen O. Alamoudi; Majed D. Alharthi; Aijaz A. Shaikh; Mohamed Yacine Haddoud

Addresses: Marketing Department, College of Business, King Abdulaziz University, P.O. Box 344, Zip Code 21911, Rabigh, Saudi Arabia ' Finance Department, College of Business, King Abdulaziz University, P.O. Box 344, Zip Code 21911, Rabigh, Saudi Arabia ' Jyväskylä University School of Business and Economics, University of Jyväskylä, P.O. Box 35, FI-40014, Finland ' Plymouth Business School, Plymouth University, Drake Circus, Plymouth, PL4 8AA, UK

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.

Keywords: mobile financial services; mobile banking; perceived value; sustained usage; advocacy intention; Kingdom of Saudi Arabia; KSA.

DOI: 10.1504/IJMC.2022.122609

International Journal of Mobile Communications, 2022 Vol.20 No.3, pp.263 - 284

Accepted: 04 Aug 2020
Published online: 04 May 2022 *

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