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Examining mobile banking user adoption from the perspectives of trust and flow experience

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Abstract

Due to the high perceived risk and poor experience associated with using mobile banking, it is critical for service providers to build users’ trust and improve their experience. Integrating both perspectives of trust and flow experience, this research examined the factors affecting mobile banking user adoption. The results indicate that structural assurance is the main factor affecting trust, whereas ubiquity and perceived ease of use are the main factors affecting flow experience. Trust has a significant effect on flow experience, and both factors determine usage intention, which in turn affects actual usage. Thus mobile service providers need to concern both trust and flow experience to facilitate user adoption and usage of mobile banking services.

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Acknowledgment

This work was partially supported by a grant from the National Natural Science Foundation of China (71001030), a grant from the Zhejiang Provincial Natural Science Foundation (Y7100057), and a grant from Zhijiang Social Science Young Scholar Plan (G94).

Author information

Authors and Affiliations

  1. School of Management, Hangzhou Dianzi University, Hangzhou, 310018, People’s Republic of China

    Tao Zhou

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  1. Tao Zhou
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Correspondence to Tao Zhou.

Appendix: measurement scales and items

Appendix: measurement scales and items

Structural assurance (SA) (adapted from McKnight et al. [47])

  • SA1: I feel confident that encryption and other technological advances on the mobile Internet make it safe for me to use mobile banking.

  • SA2: I feel assured that legal and technological structures adequately protect me from payment problems on the mobile Internet.

  • SA3: Mobile Internet is a robust and safe environment in which to use mobile banking.

Ubiquity (UBI) (adapted from Lee [38])

  • UBI1: I can use mobile banking from anywhere.

  • UBI2: I can use mobile banking at anytime.

  • UBI3: If needed, I can use mobile banking at anytime from anywhere.

Perceived ease of use (EOU) (adapted from Agarwal and Karahanna [41])

  • EOU1: Learning to use mobile banking is easy for me.

  • EOU2: Skillfully using mobile banking is easy for me.

  • EOU3: Overall, mobile banking is easy to use.

Personal innovativeness (PI) (adapted from Agarwal and Karahanna [41])

  • PI1: If I heard about a new information technology, I will look for ways to experiment with it.

  • PI2: Among my peers, I am usually the first to try out new information technologies.

  • PI3: I like to experiment with new information technologies.

Trust (TRU) (adapted from Lee [38])

  • TRU1: Mobile banking is trustworthy.

  • TRU2: Mobile banking keeps its promise.

  • TRU3: Mobile banking keeps customers’ interests in mind.

Flow experience (FLOW) (adapted from Lee et al. [14])

  • FLOW1: When using mobile banking, my attention was focused on the activity.

  • FLOW2: When using mobile banking, I felt in control.

  • FLOW3: When using mobile banking, I found a lot of pleasure.

Usage intention (USE) (adapted from Lee [38])

  • USE1: Given the chance, I intend to use mobile banking.

  • USE2: I expect my use of mobile banking to continue in future.

  • USE3: I have intention to use mobile banking to conduct payment.

Actual usage (ACTUSE)

  • How many times do you use mobile banking during a week?

  • Not at all; less than once a week; about once a week; 2–3 times a week; 4–5 times a week; about once a day; several times each day.

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Zhou, T. Examining mobile banking user adoption from the perspectives of trust and flow experience. Inf Technol Manag 13, 27–37 (2012). https://doi.org/10.1007/s10799-011-0111-8

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  • DOI: https://doi.org/10.1007/s10799-011-0111-8

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