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Are customers still with us? The influence of optimum stimulation level and IT-specific traits on mobile banking discontinuous usage intentions

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  • Avornyo, Philip
  • Fang, Jiaming
  • Antwi, Collins Opoku
  • Aboagye, Michael Osei
  • Boadi, Evans Asante

Abstract

Information Systems (IS) and the platforms they provide can be conceived of as a stimulus which engenders customers’ reactions. In this respect, banks could benefit from a keen understanding of consumers’ individual needs in the context of their personality traits in their efforts to optimize the use of IS for service development and management. In accordance with this, the present study adopted the Trait Hierarchical Model (THM) and the Optimum Stimulation Level Theory (OSLT), to explore (1) the influence of Optimum Stimulation Level (OSL), a broad personality trait that determines individuals’ need for stimulation on Mobile Banking Discontinuous Usage Intentions (MBDUI), (2) the mediating effects of stable IT-specific traits – Microcomputer Playfulness (MCP) and Personal Innovativeness in Information System (PIIT) on the OSL – MBDUI relations and (3) the interaction of Perceived Ease of Use (PEOU) on the direct and indirect OSL – MBDUI relation. The findings supported most of the hypothesized paths, buttressing the theoretical underpinnings of the THM as well as the OSLT, and empirically extending the OSL framework. The study further outlines practical measures for m-banking service management and directions for future studies.

Suggested Citation

  • Avornyo, Philip & Fang, Jiaming & Antwi, Collins Opoku & Aboagye, Michael Osei & Boadi, Evans Asante, 2019. "Are customers still with us? The influence of optimum stimulation level and IT-specific traits on mobile banking discontinuous usage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 348-360.
  • Handle: RePEc:eee:joreco:v:47:y:2019:i:c:p:348-360
    DOI: 10.1016/j.jretconser.2019.01.001
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    4. Indrayani & Chablullah Wibisono & Sanni Aritra & Iskandar Muda, 2019. "Customer Satisfaction as Intervening Between Use Automatic Teller Machine (ATM), Internet Banking and Quality of Loyalty (Case in Indonesia)," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 10(6), pages 54-66, October.
    5. Zhou, Qingji & Lim, Fong Jie & Yu, Han & Xu, Gaoqian & Ren, Xiaoyu & Liu, Dan & Wang, Xiangxin & Mai, Xinda & Xu, Hong, 2021. "A study on factors affecting service quality and loyalty intention in mobile banking," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
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    7. Viral Bhatt & Bhoomi Mehta, 2020. "Factors Influencing Overall Service Quality Of Online Banking: A Comparative Study Of Indian Public And Private Sector Banks," Review of Economic and Business Studies, Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, issue 25, pages 27-46, June.
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