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Determinants of mobile bank usage among the bank users in North India

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Abstract

This manuscript purports to assess the determinants of service quality and their implications for continuance intention of usage of mobile banking. Our research model investigates the moderating influence of trust between service quality and user’s satisfaction, and mediating impact of satisfaction on service quality—Continuance Intention relationship. The study used a sample size of 258 respondents from North India. All hypotheses were tested using SPSS and PROCESS Macro (Hayes). A positive connection was found between all study constructs. Furthermore, results revealed that trust did not moderate the impact of service quality on satisfaction; satisfaction partially mediated the service quality—Continuance Intention relationship. Findings of the study suggest that banks must emphasise on user-friendly interface for the m-banking application as well as the relevant service processes related to perceived ease of use. It is advisable that the user interface looks orderly and is easy to navigate. Also, results derived from the study suggest that banks must consider mobile security as a very important issue in order to protect the customers from fraud, and thus encourage use of m-banking application. The results cannot be generalised since data was collected only from northern part of India.

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Authors and Affiliations

  1. Jaipuria Institute of Management, A 32 A, Sector 62, Noida, Uttar Pradesh, 201306, India

    Shalini Srivastava

  2. Jaipuria Institute of Management, Gomti Nagar, Lucknow, India

    Sushama Vishnani

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  1. Shalini Srivastava
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  2. Sushama Vishnani
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Correspondence to Shalini Srivastava.

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Appendix

Appendix

Constructs

Items statements

References

Perceived Ease of Use

I would find it easy to use mobile banking

Learning to use mobile banking would be easy

It would be easy for me to become skilful at using mobile banking

Davis (1989)

Perceived Usefulness

Using mobile banking would enable me to purchase easily

Using mobile banking would make it easier

Using mobile banking would enhance my effectiveness in purchase

 

Trust

I think mobile banking has enough safeguards to make me feel comfortable using it

I feel assured that legal structures adequately protect me from problems associated with using mobile banking services

I feel confident that technological advances (such as encryption) on mobile make it safe for me to use mobile banking

In general, the mobile device is a safe environment in which to transact banking activities

Nor and Pearson (2008)

Continuance Behavioural Intention

I intend to continue using mobile banking

I plan to continue using mobile banking

I would continue using mobile banking

Al-Somali et al. (2009)

Security

I expect my use of mobile banking to be secure

It would be secure for me using mobile banking

Mobile banking would be a safe service for me

Wang et al. (2003)

Convenience

Mobile banking would enable me to use anytime, day or night

Mobile banking would enable me to use from home, from the office, on the road, or at other locales

It would be convenient for me to file my use using mobile banking

Gilbert et al. (2004)

Meuter et al. (2000)

Satisfaction

I would feel satisfied with the features of mobile banking

I would feel contented with the features of mobile banking

I would feel comfortable with mobile banking usage

I would feel pleased because it potentially fulfills my needs

Madan and Yadav (2016)

Service Quality (Measured through SERVQUAL)

Mobile banking has up-to-date services

Mobile banking services is appealing

Mobile banking is professional

The appearance of mobile banking is in keeping with the kind of services provided

When mobile banking promises to do something by a certain time, it does so

When I have a problem, mobile banking services shows a sincere interest in solving it

Mobile banking is dependable

Mobile banking provides its services at the times it promises to do so

Mobile banking insists on error-free services

Mobile banking tells me exactly when services will be performed

Mobile banking gives prompt service to me

Mobile banking is always willing to help me

Mobile banking is never too busy to respond to my requests

Mobile banking Web site instills confidence in me

I feel safe in my transactions with mobile banking

Mobile banking provides me with polite feedback and content

Mobile banking has the ability to do its job well

Mobile banking services gives me individual attention

Mobile banking has operation hours convenient to me

Mobile banking gives me personal attention

Mobile banking has my best interest at heart

Mobile banking understands my specific needs

Adapted from Parasuraman et al. (1988)

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Srivastava, S., Vishnani, S. Determinants of mobile bank usage among the bank users in North India. J Financ Serv Mark 26, 34–51 (2021). https://doi.org/10.1057/s41264-020-00083-9

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