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Predicting Mobile Banking Acceptance and Loyalty in Chinese Bank Customers

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  • Abdul Waheed Siyal
  • Ding Donghong
  • Waheed Ali Umrani
  • Saeed Siyal
  • Shaharbano Bhand

Abstract

Mobile banking (m banking) is the breakthrough technology in banking sector which has significantly improved efficiency of banks and people’s quality of life. Banks seem particularly interested in such systems that provide their customers with better services. However, acceptance of and loyalty to m banking depends on how effectively banks motivate their customers to adopt the technology and retain their continued use. The adoption rate in China is very low and quite a few studies have focused on issues related to m banking. The purpose of this study is to examine factors that affect m banking adoption and usage intentions of Chinese bank customers. The proposed model has extended the technology acceptance model (TAM). Data were collected through a field survey questionnaire and analyzed through partial least square structural equation modeling (PLS-SEM). The results showed that acceptance of and loyalty to m banking among Chinese bank customers was significantly and positively affected by resistance to change, perceived risk and low awareness of services, and perceived benefits. The results will be useful to retain existing users and attract new ones. This study is unlike past studies that merely studied short messaging service (SMS) banking and initial adoption or technological aspects of m banking. This study also provides Chinese banks with applicable strategies to effectively design and implement m banking; thus, it is expected to potentially contribute to prevailing literature, especially in the context of China, where few studies that address m banking acceptance and loyalty exist currently.

Suggested Citation

  • Abdul Waheed Siyal & Ding Donghong & Waheed Ali Umrani & Saeed Siyal & Shaharbano Bhand, 2019. "Predicting Mobile Banking Acceptance and Loyalty in Chinese Bank Customers," SAGE Open, , vol. 9(2), pages 21582440198, April.
  • Handle: RePEc:sae:sagope:v:9:y:2019:i:2:p:2158244019844084
    DOI: 10.1177/2158244019844084
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    2. Xin Yi Chan & Muhammad Khalilur Rahman & Abdullah Al Mamun & Anas A. Salameh & Wan Mohd Hirwani Wan Hussain & Syed Shah Alam, 2022. "Predicting the Intention and Adoption of Mobile Shopping During the COVID-19 Lockdown in Malaysia," SAGE Open, , vol. 12(2), pages 21582440221, April.
    3. Yide Liu & Ivan Ka Wai Lai, 2020. "The Effects of Environmental Policy and the Perception of Electric Motorcycles on the Acceptance of Electric Motorcycles: An Empirical Study in Macau," SAGE Open, , vol. 10(1), pages 21582440198, January.
    4. Yuyang Zhao & Fernando Bacao, 2021. "How Does the Pandemic Facilitate Mobile Payment? An Investigation on Users’ Perspective under the COVID-19 Pandemic," IJERPH, MDPI, vol. 18(3), pages 1-22, January.
    5. Kai Zhang & Xuejiao Chen, 2022. "Research on the Influencing Mechanism via Which Security Perception of Personal Information Affects Tourist Happiness: A Moderated Mediation Model," Sustainability, MDPI, vol. 14(22), pages 1-23, November.
    6. Abdul Waheed Siyal & Chen Hongzhuan & Chen Gang, 2021. "From Consumer Satisfaction to Recommendation of Mobile App–Based Services: An Overview of Mobile Taxi Booking Apps," SAGE Open, , vol. 11(1), pages 21582440211, March.
    7. Nadire Cavus & Yakubu Bala Mohammed & Mohammed Bulama & Muhammad Lamir Isah, 2023. "Examining User Verification Schemes, Safety and Secrecy Issues Affecting M-Banking: Systematic Literature Review," SAGE Open, , vol. 13(1), pages 21582440231, January.
    8. Aleksandar Šević & Jelena Zečar & Ana Nešić Tomašević & Nevenka Popović Šević & Milica Slijepčević & Branislav Dudić, 2022. "Analyzing the Banking Business: Relevance of Service Value for the Satisfaction and Loyalty of Consumers," Mathematics, MDPI, vol. 10(24), pages 1-12, December.
    9. Wu, Lei & Yu, Dongli & Lv, Yongbin, 2023. "Digital banking and deposit: Substitution effect of mobile applications on web services," Finance Research Letters, Elsevier, vol. 56(C).
    10. Kajol, K. & Singh, Ranjit & Paul, Justin, 2022. "Adoption of digital financial transactions: A review of literature and future research agenda," Technological Forecasting and Social Change, Elsevier, vol. 184(C).
    11. Mashaal A. M. Saif & Nazimah Hussin & Maizaitulaidawati Md Husin & Ayed Alwadain & Ayon Chakraborty, 2022. "Determinants of the Intention to Adopt Digital-Only Banks in Malaysia: The Extension of Environmental Concern," Sustainability, MDPI, vol. 14(17), pages 1-32, September.
    12. 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.
    13. Tengku Ikmal Hakimi & Johanna Abdullah Jaafar & Nor Azah Abdul Aziz, 2023. "What factors influence the usage of mobile banking among digital natives?," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 763-778, December.
    14. Abdul Zahid Khan & Hafiz Ghufran Ali Khan & Muhammad Jam e Kausar Ali Asghar, 2019. "Issues of E-Banking in Pakistan: Managers9apos9 Perceptions about E-Banking Issues," Global Regional Review, Humanity Only, vol. 4(2), pages 93-105, June.

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