An Exploratory Study on the Effects of Additional Features of Mobile Banking

Abstract

In the existing research, there is little discussion about the additional features of mobile banking products or the impact of complex product information on users. The additional features of these products not only bring many conveniences, but also some contradictions, such as interfering with the convenience of the main function of the application, too many prompt tones or prompt messages, etc. Therefore, by studying a group of relative concepts, namely gratitude and tiredness, this paper investigates the impact of additional features of products on mobile banking, and studies the utilitarian value, hedonic value and fit of mobile banking, so as to obtain the attitude and behavior of customers. In November 2020, our study took the customers of a large Chinese banks as the research object, sent out online questionnaires, and collected 430 valid questionnaires. Using partial least squares structural equation modeling, PLSSEM method, the following conclusions were drawn: Overall, users are interested in the additional features of the product. Additional features can lead to emotional judgment. When online banking users get more information from additional features of products, they can feel grateful. In addition, the more information the additional features provide, the less tired the users are. The contribution of the paper is that it uses the index of overall fit, comprehensively evaluates the relevant impact of functional fit and lifestyle fit in existing literature, which has theoretical and practical significance.