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Consumers' perceptions of mobile banking continuous usage in Finland and South Africa

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  • Aijaz A. Shaikh
  • Heikki Karjaluoto
  • Nathalie Beatrice Chinje

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.

Suggested Citation

  • Aijaz A. Shaikh & Heikki Karjaluoto & Nathalie Beatrice Chinje, 2015. "Consumers' perceptions of mobile banking continuous usage in Finland and South Africa," International Journal of Electronic Finance, Inderscience Enterprises Ltd, vol. 8(2/3/4), pages 149-168.
    • Handle: RePEc:ids:ijelfi:v:8:y:2015:i:2/3/4:p:149-168
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    Citations

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    Cited by:

    1. Shaikh, Aijaz A. & Glavee-Geo, Richard & Karjaluoto, Heikki & Hinson, Robert Ebo, 2023. "Mobile money as a driver of digital financial inclusion," Technological Forecasting and Social Change, Elsevier, vol. 186(PB).
    2. 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.
    3. Zhu, Qianyu & Lyu, Zhongyao & Long, Yan & Wachenheim, Cheryl J., 2022. "Adoption of mobile banking in rural China: Impact of information dissemination channel," Socio-Economic Planning Sciences, Elsevier, vol. 83(C).
    4. Ayman N. Alkhaldi & Qasem M. Kharma, 2019. "Customer’s Intention to Adopt Mobile Banking Services: The Moderating Influence of Demographic Factors," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 16(05), pages 1-26, August.
    5. Shareef, Mahmud Akhter & Baabdullah, Abdullah & Dutta, Shantanu & Kumar, Vinod & Dwivedi, Yogesh K., 2018. "Consumer adoption of mobile banking services: An empirical examination of factors according to adoption stages," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 54-67.

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