MOBILE BANKING ADOPTION: THE IMPACTS OF SOCIAL INFLUENCE, UBIQUITOUS FINANCE CONTROL AND PERCEIVED TRUST ON CUSTOMERS’ LOYALTY

مقال فى مجلة
Hidayat-ur-Rehman, Shamsul Anuar Mokhtar, Hamidon Katan, Imdadullah . 2017
رابط النشر على الانترنت
رقم الانشاء
4
رقم المجلد
29
الصفحات
829 to 836
تاريخ المؤتمر
ملخص المنشورات

Retaining existing consumers is a challenging task for any business. The banks are facing difficulties in retaining the existing mobile banking users. Customers’ loyalty is an important factor for usage continuation by the customers. This study develops and tests a model by incorporating Social Influence, Ubiquitous Finance Control (UFC), Perceived Trust with Mobile Banking Adoption and Customers’ Satisfaction constructs to study customers’ Loyalty. Data from 263 mobile banking users from Saudi Arabia was tested against the proposed model and structural equation modeling (SEM) technique was used. The results reveal that goodness-of-fit indices are comparable between measurement and structural models. Our findings indicate that mobile banking adoption and customers’ satisfaction is influenced by Social Influence, Ubiquitous Finance Control (UFC) and Perceived Trust. Customers’ loyalty is predicted by two antecedents’ namely mobile banking adoption and customers’ satisfaction. Mobile banking adoption also influences positively customers’ satisfaction. Implications and recommendations based on our study have been concluded in the paper.