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Factors Affecting Sustainable Intention to Use Mobile Banking Services

Author

Listed:
  • Phaninee Naruetharadhol
  • Chavis Ketkaew
  • Niracha Hongkanchanapong
  • Piranat Thaniswannasri
  • Techin Uengkusolmongkol
  • Sirapassorn Prasomthong
  • Nathatenee Gebsombut

Abstract

This study aims to (a) identify perception factors that affect current mobile banking (M-banking) consumers’ continuous use of the technology, (b) explain the self-service technology (STT) dimensions that affect customers’ behavioral intention, and (c) be able to offer recommendations to the banking industry or other organizations related to M-banking in terms of developing M-banking services in the future. Analyzed data were collected from 688 existing Thai M-banking users through online questionnaires. This study used the SPSS and AMOS statistical programs to analyze the data by applying structural equation modeling based on SSTs’ service qualities and the technology acceptance model (TAM). From the results, this analysis shows positive and significant relationships among SSTs’ service qualities, perception, and sustainable intention to use M-banking services. This study provides vital knowledge related to essential characteristics of M-banking as an STT that could assist banking institutions and application providers in enhancing their M-banking products. Moreover, this study adds to the knowledge area of SSTs’ service qualities in financial mobile application dimensions.

Suggested Citation

  • Phaninee Naruetharadhol & Chavis Ketkaew & Niracha Hongkanchanapong & Piranat Thaniswannasri & Techin Uengkusolmongkol & Sirapassorn Prasomthong & Nathatenee Gebsombut, 2021. "Factors Affecting Sustainable Intention to Use Mobile Banking Services," SAGE Open, , vol. 11(3), pages 21582440211, July.
    • Handle: RePEc:sae:sagope:v:11:y:2021:i:3:p:21582440211029925
    DOI: 10.1177/21582440211029925
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    References listed on IDEAS

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    Cited by:

    1. Phaninee Naruetharadhol & Sasichakorn Wongsaichia & Shenying Zhang & Chanchai Phonthanukitithaworn & Chavis Ketkaew, 2022. "Understanding Consumer Buying Intention of E-Commerce Airfares Based on Multivariate Demographic Segmentation: A Multigroup Structural Equation Modeling Approach," Sustainability, MDPI, vol. 14(15), pages 1-20, July.
    2. Ashraf Hilal & Concepción Varela-Neira, 2022. "Understanding Consumer Adoption of Mobile Banking: Extending the UTAUT2 Model with Proactive Personality," Sustainability, MDPI, vol. 14(22), pages 1-23, November.
    3. An Ha Thi Pham & Dong Xuan Pham & Eleftherios I. Thalassinos & Anh Hoang Le, 2022. "The Application of Sem–Neural Network Method to Determine the Factors Affecting the Intention to Use Online Banking Services in Vietnam," Sustainability, MDPI, vol. 14(10), pages 1-20, May.
    4. Wajeeha Aslam & Syed Tehseen Jawaid, 2023. "Systematic Review of Green Banking Adoption: Following PRISMA Protocols," IIM Kozhikode Society & Management Review, , vol. 12(2), pages 213-233, July.
    5. Giang-Do Nguyen & Thu-Hien Thi Dao, 2024. "Factors influencing continuance intention to use mobile banking: an extended expectation-confirmation model with moderating role of trust," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-14, December.
    6. Jung-Chieh Lee & Yuyin Tang & SiQi Jiang, 2023. "Understanding continuance intention of artificial intelligence (AI)-enabled mobile banking applications: an extension of AI characteristics to an expectation confirmation model," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.

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