M-banking Services Research Articles

Pengaruh Literasi Keuangan Syariah, Religiusitas, Inklusi Keuangan Syariah, Layanan Digital M-Banking Terhadap Keputusan Menabung Gen Z. Studi Kasus Nasabah BSI Jabodetabek

Islamic finance is a financial system based on the principles of Islamic sharia, which prohibits usury (interest), speculation, and investment in businesses that are considered haram. This financial system offers various products and services, such as savings, investment and financing, which are in accordance with sharia principles. In Indonesia, sharia financial institutions have developed rapidly and have become a choice for people who want to use financial services in accordance with sharia principles. Generation Z, which is a group born between the mid-1990s to the early 2010s, is known for its high technological skills and strong sharia financial values, resulting in an understanding of sharia finance and the application of these principles in financial decision making, including Saving money is important. This study aims to identify the influence of sharia financial literacy, religiosity, sharia financial inclusion, and digital m-banking services on Generation Z's saving decisions, with a focus on Bank Syariah Indonesia (BSI) customers in the Jabodetabek area. This type of research uses a quantitative approach with a sample of 135 respondents. The data analysis used is SEM-PLS assisted by the smartPLS 3 application. The results of this research show that Sharia Financial Literacy, Sharia Financial Inclusion and Religiosity have a positive and significant influence on Gen Z's Saving Decision, while the Digital Banking Services variable has no significant influence on Saving Decisions. Gen Z. This is due to several factors, including low literacy levels and internet network problems or being far from the city center.

Perlindungan Hukum Bagi Para Pihak Terhadap Terjadinya Sistem Error Pada Penyelenggaraan M-Banking

A rapidly developing economy cannot be separated from the support of capital provided through banking credit. However, system errors in the operation of M-banking can cause losses for both customers and banks. This study aims to analyze the legal protection for parties against system errors in M-banking operations and the responsibilities that must be met. The research method used is normative legal research with a statutory approach and conceptual approach. The legal sources used include primary and secondary legal sources, collected through literature study and analyzed using descriptive analytical methods. The results of the study indicate that although there are regulations governing the responsibilities of M-banking service providers, legal protection for customers needs to be strengthened, particularly in terms of dispute resolution mechanisms and compensation. This research recommends enhancing system security and consumer education to minimize risks and the establishment of more specific regulations regarding the responsibilities of M-banking providers in dealing with system errors.

The Influence of Service Quality, Promotions, and Ease of Use of BSI Mobile on the Interest of Generation Z Students at The Faculty of Sharia IKHAC Mojokerto

Sharia mobile banking is one of the banking services offered through digital technology. because m-banking services can always meet all the needs of society in today's digital era Prioritizing mobility, mobile banking can be said to be developing the fastest. The formulation of the problem in this research is whether there is an influence of service quality, promotions, and ease of use on the Interest of Generation Z Sharia students 2020-2021 Islamic Boarding School Institute KH. Abdul Chalim (IKHAC) Mojokerto using payment mobile banking in Sharia banking. This research aims to determine the influence of service quality on the interest of Generation Z students at the Sharia Faculty, KH Islamic Boarding School Institute. Abdul Chalim Mojokerto using BSI mobile. This type of research is quantitative with a sample of 69 respondents using SPSS version 22, based on the results of research and tests carried out, it shows partially service quality, promotions, and ease of use influence the interest of Generation Z students at the Institute's sharia faculty KH Islamic Boarding School. Abdul Chalim Mojokerto. Meanwhile, it is simultaneously variable service quality, promotions, and ease of use influence interest.

The Influence of E-banking on the Financial Performance of Kenyan Commercial Banks

Aims: The mobile and internet revolution has influenced creation and delivery of financial services leading to more innovative ways of linking customers and partners. Electronic Banking (e-banking) has opened up a new channel of banking resulting in new capabilities for banks as intermediaries. The research questions that the study sought to answer include, the role of mobile banking on the financial performance in Kenyan commercial banks, the effect of Electronic Funds Transfer (EFT) on the financial performance of Kenyan commercial banks.
 Study Design: The research adopted descriptive design with quantitative data approaches.
 Place and Duration of Study: The target population was made up of 24 Kenyan Commercial Banks in the North Coast region of Kenya with a total of 240 employees. These banks are top tier lead brands listed in the stock exchange in the banking sector in Kenya between December 2022 and July 2023.
 Methodology: Strata of top management (section heads), middle managers (branch managers and super agents) and operational employees (lower cadre employees & credit officers) provided 72 respondents. Both secondary and primary data sources were used with the self-administered questionnaires containing both open and closed ended questions. Data analysis included descriptive statistics, correlation and multiple regression on a model of Y = 1.518+ 0.438 X1 + 0.136 X2 + ε.
 Results: The correlation of the independent variables and the dependent variable was high and positive at 0.697 and 0.573 for mobile banking and Electronic Funds Transfer on financial performance respectively. The value of the adjusted R squared was found to be 0.654. The value of F-statistic was found to be 44.919 and it p-value 0.000. The regression coefficient of mobile banking was found to be 0.438 with a t-statistic value of 6.126.
 The regression coefficient of EFT was found to be 0.136 with a t-statistic value of 6.182.
 Conclusion: There is a strong relationship between mobile banking, EFT and financial performance of commercial banks in Kenya. M-banking has significantly reduced operational costs while EFT has increased the number of daily transactions. The study established that the popularity of m-banking has is due to the intensity of technology penetration of mobile phones to bank customers which has resulted in the number of customers registering for m-banking services to increase in the last five years. Commercial banks have also experienced increased ROA and growth in market share with adoption of e-banking.

The Effect of Ease of Use and Service Quality on Customer Loyalty With Satisfaction as an Intervening Variable

This research examines the effect of ease of use and service quality on customer loyalty, with satisfaction as an intervening variable using mobile banking applications in Indonesia. The method used is quantitative descriptive with a purposive sampling technique. The sample for this research was 210 respondents. The data analysis method uses structural equation modelling SEM (Structural Equation Modeling) assisted by the AMOS version 25 and SPSS version 26 programs. This research shows that ease of use and service quality influence customer loyalty, ease of use and service quality influence satisfaction, and Satisfaction influences customer loyalty. Based on the research and data analysis results, it can be concluded that the ease of use and quality of m-banking services in Indonesia positively and significantly affect customer satisfaction, increasing customer loyalty to using m-banking applications.

CONSUMER ADOPTION OF MOBILE PAYMENT IN THE KINGDOM OF SAUDI ARABIA AN EMPIRICAL STUDY

Objective: The rapid stride in mobile payment adoption has transformed the payment practices in the 21st Century. Admittedly, m-payment practice has become more intense due to the surge in usage of internet, mobile devices (smart phones), accelerated further by the spread of the Covid-19 Pandemic. Against such a backdrop, it is the need of the hour to investigate: Why are people starting to use mobile payments more and how will that affect their purchasing habits? The study's intention is to add to what's already been written on electronic banking and mobile banking specifically. The study provides a report on m-banking's development, assesses the potential for its adoption, and identifies potential avenues for expansion in Saudi Arabia. They aid Saudi Arabian banking decision-makers in locating and developing strategies for supplying m-banking services that will help them keep their competitive edge. Methods: While electronically distributed surveys can reach more people more quickly and for less money, this method also has the potential to introduce bias into the sample by excluding people who don't have access to the internet. In addition, the data acquired from the respondents in many mobile payment and mobile banking studies can enhance selection bias. Researchers used both paper-print and online survey methods to disseminate survey instruments, reducing selection bias and increasing response rates. Other potential sources of common method bias (CMB) include the retrospective nature of the survey, the use of a commonly used scale format for constructs, and the fact that respondents were asked to provide information about both the independent and dependent variables in the same question. As a result, SEM has emerged as the gold standard in the field of theory testing, especially as it pertains to studies of IS/IT adoption. Statistical modelling with structural equation modelling (SEM) was chosen as the advanced inferential analytic technique for this study. Aim: The present study also aims to identify the perceived risk, trust, self-efficacy, past experience, attitude, anxiety, and customer support associated with the mobile payment. Lastly, this study will be a path-breaking one because of its intended contribution to the policy-makers and to the society at large in the Kingdom of Saudi Arabia. Needless to say, outcome of the study was providing managerial inputs to various mobile payment platforms. Results: Consumers' intent to utilize mobile banking was strongly correlated with their level of trust and Application of Mobile Banking. In similar way Self-efficacy directly and positively related to the consumer intention towards mobile banking adoption. In the same ways, past experience directly and positively related to the consumer intention towards mobile banking adoption. In the same way, there is a positive and direct relationship between customer intention and the use of mobile banking. Lack of a causal relationship between attitude and consumer desire to use mobile banking. Perceived risk not directly and positively related to the consumer intention towards mobile banking adoption Anxiety not directly and positively related to the consumer intention towards mobile banking adoption. Conclusion: This study intends to identify the various drivers of mobile payment adoption by examining how consumers' spending habits have changed in response to the popularity of mobile payment systems and the relationship between various payment mechanisms. The study's primary aim is to establish precisely the point when mobile payments will become the norm can replace debit and credit card transactions. Besides transaction activities, online payment channels are enhancing mobile payment adoption and lead to increase in the online transactions, local penetration further escalating increased transaction activities.

Why do customers value m-banking apps? A stimulus-organism-response perspective

Purpose Integrating the theory of consumption value into the stimulus-organism-response framework, this study aims to analyse the influence of external and internal factors on the customers’ perceptions of utilitarian, hedonic, social and epistemic values as drivers of the overall perceived value and customers’ continuance use of mobile banking (m-banking). Design/methodology/approach An online survey was conducted with 252 actual m-banking users, and the partial least squares structural equations modelling was applied to analyse the data. Findings The results reveal that ubiquity and gamification positively influence the perceived usefulness and entertainment, that is the utilitarian and hedonic perceived values. Furthermore, users’ self-congruence and innovativeness affect subjective norms and novelty-seeking, representing social and epistemic values. Except for the hedonic value, each value element impacts the overall perceived value, which in turn incites clients’ intention to continue using m-banking services. Originality/value By exploring the simultaneous effect of service-related and personal factors (stimuli) on different elements of perceived value (organism), this study contributes to the existing knowledge of consumption reactions (response) in the context of m-banking. The research of the Macedonian m-banking offers a closer insight into Western Balkan mobile commerce.

What affects the promoting intention of mobile banking services? Insights from mining consumer reviews

Unlike adoption intention, the post-adoption intention of mobile banking (m-banking) services has not been extensively investigated. Most extant studies predicted usage continuance intention as a post-adoption behaviour. However, existing consumers' promoting intention is yet to be explored. This study attempts to address the concerns of technology-resisting consumers in India who seek signals from existing consumers which can change their perception towards m-banking adoption. We adopt the Expectation Disconfirmation Theory and Thatcher's framework to understand the cognitive factors induced by m-banking services which affect consumers' post-exposure behaviour. Using natural language processing, we identify the relevant factors by mining a total of around 157 thousand and 190 thousand consumer reviews from Google play store and Apple app store on PhonePe and Paytm respectively, two extensively used m-banking apps in India. We craft a unique framework by mapping these factors to theoretical lexicons. We use multiple ordinal regression models to confirm how these factors affect the promoting intention of m-banking services. We find perception of resources, internet anxiety from cyberthreats, technology-trusting performance, and intention significantly influence the promoting intention for PhonePe, whereas, technology-trusting expectation too impact the promoting intention for Paytm. Apart from the technology-resisting consumers, our findings can also help the mobile banking service providers improving their services, enhancing markets, and gaining more customers.

FITUR-FITUR APLIKASI ELEKTRONIK MOBILE BANKING UNTUK KEPERLUAN PENGUNAAN AKTIVASI PERBANKAN PADA PT. BANK NEGARA INDONESIA (PERSERO) TBK

PT Bank Negara Indonesia (Persero) Tbk is one of the largest state-owned banks that has proven to survive in banking in Indonesia since 1946. Mobile banking services offered by Bank BNI are currently limited to banking activities such as balance information, transfers, payments, etc. In the customer aspect, should be noted that m-banking services must be fast, easy to use, accurate, low cost, and guarantee confidentiality and support transaction services between other banks. The purpose of this study is to obtain an overview related to the savings products owned by Bank BNI Tbk and the features owned by Bank BNI mobile banking to facilitate services to Bank BNI customers. The research method used is a qualitative method with a descriptive approach using secondary data collected through literature studies. The results showed that the Bank BNI mobile banking application provides seven features to provide fifty-six types of services and twelve savings products for Bank BNI customers.

An investigation of selected UTAUT constructs and consumption values of Gen Z and Gen X for mobile banking services and behavioral intentions to facilitate the adoption of mobile apps

This study aims to analyze the impact of consumption values on the adoption of NBG’s mobile banking services and the role of customers’ motivation and app adoption in this process. The study reveals users’ attitudes and behavior towards mobile banking by establishing significant connections between selected UTAUT constructs. Based on a critical case of the m-banking services of a leading Greek financial institution, we gathered 418 full-answered questionnaires from a convenience sample of 654 customers to test 18 research hypotheses. The research results confirm that the three selected UTAUT constructs, are antecedents of behavioral intention, supporting the initial assumption. This study analyzes the factors that drive the adoption and usage of mobile banking apps, providing valuable insights for marketing academia and managers.

The Influence of Financial Literacy, M-Banking Services on Saving Behavior Moderated by Gender and Self-Control

This research aims to determine the influence of financial literacy and mobile banking services on the saving behavior of UNS students and to find out whether gender and self-control can moderate financial literacy and mobile banking services on the saving behavior of UNS students. This study uses a type of quantitative research with a population of UNS students. The determined sample of 144 samples was taken using a non probably sampling technique. The data collection technique uses a five-point Likert scale of 1-5 points distributed via Google Forms. Test the validity of the instrument using Confirmatory Factor Analysis (CFA) and test the reliability using Cronbach Alpha (a). All data is processed using SPSS 25 software. The results of the study prove that: (1) there is a significant and positive effect of financial literacy on saving behavior of UNS students; (2) there is a significant and positive effect of mobile banking services on saving behavior of UNS students; (3) gender can moderate financial literacy and mobile banking services on saving behavior UNS students; and (4) self-control can moderate financial literacy and mobile banking services on saving behavior of UNS students.

The Impact of Trust in Technological Innovation, Financial Literacy, and Social Influence Factors on Motivation in M-Banking

The rapid development of technology has resulted in various facilities for humans to be able to carry out various kinds of activities. One of the technological innovations from the banking sector is the presence of m-banking services. The purpose of this study was to find out and examine how the influence of technology trust, financial literacy and social influence on customer interest in using m-banking. The data collection method uses a questionnaire conducted to bank customers throughout Indonesia via Google Form. The data is processed using Principal Component Analysis (PCA) in order to obtain a new, simpler variabel. The data analysis method used in testing the hypothesis in this research is multiple linear regression analysis technique. The results show that technology trust has a significant effect on interest in using m-banking, as evidenced by the value of Sig. 0.000 <0.05, which means the higher the technology trust, the higher the interest in using m-banking. The results showed that the financial literacy variabel had a significant effect on interest in using m-baking, as evidenced by the value of Sig. 0.000 <0.05, which means the higher the financial literacy, the higher the interest in using m-banking. The results showed that the social influence variabel had a significant effect on interest in using m-baking, as evidenced by the value of Sig. 0.009 < 0.05 which means the higher the social influence received, the higher the interest in using m-banking.

PENGARUH KUALITAS PELAYANAN M-BANKING, BRAND IMAGE, CELEBRITY ENDORSEMENT TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL MEDIASI

The tight selection of the banking world today makes customers more critical to make choices. In order to create customer satisfaction which is an expectation in the use of services and the use of banking facilities, banks through customer satisfaction continue to strive for customer loyalty. This study aims to examine the effect of M-Banking Service Quality, Brand Image, Celebrity Endorsement on Customer Loyalty with Customer Satisfaction as a Mediating Variable. This research was conducted at BRI Tabanan Branch Office. The research population is all customers who make transactions at BRI Tabanan Branch. Structural equation model is used as a data analysis technique in this paper. This study concluded that

E-Service Quality and Consumer Perceived Value of M-Banking Users with the Moderation Effect of Satisfaction

The rapid development of information technology was utilized by the banking industry to provide M-Banking services. This study aims to determine the effect of electronic service quality and perceived value on loyalty with satisfaction as a mediating variable. The result indicated that satisfaction is an absolute mediating variable for e-service quality and perceived value on loyalty. This study collected 290 data and the data sampled was analyzed by structural equation model. The result reveals that the variable effect of electronic service quality and consumer perceived value on loyalty with satisfaction as a mediating variable is greater compared with the direct effect. It shows that M-Banking users in Lampung Province perceived the benefits of the service and categorized M-Banking services in a good way. Mobile Banking services should provide information about transaction fees, such as understanding that there is a risk for every transaction in the mobile banking application, reasonable monthly administration fees charged, the cost of each transaction is affordable, and access does not require a large internet quota.

An Evaluation of Mobile Banking Revolution in India: A Study of Behavioural Matrix through Utaut2 Model

Aims: The study aims to comprehensively explores Mobile Banking Revolution in Odisha by utilizing the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) model to analyze the behavioral matrix of individuals' adoption and usage patterns. It also aims to provide insights on what motivates people to use mobile banking services and what keeps them using it.
 Sample: Data on individuals’ demographic, including gender, age, and education, were recorded using descriptive parameters. 200 from 220 questions that were handed out were returned in complete form. But 192 surveys were reliable enough to use in the statistical analysis.
 Study Design: The study employs a quantitative research approach to investigate the adoption of mobile banking services in the context of India's financial sector.
 Place and Duration of the Study: Sample: Residents of Odisha. Between February 2023 to June 2023.
 Methodology: The study sampled 192 Odisha residents who used m-banking services as respondents using a questionnaire survey. SmartPLS software was used to analyse the primary data that had been gathered.
 Results: All the factors have significant relation with intention in adoption. The application of the UTAUT2 model was demonstrated within the framework of the investigation.
 Conclusion: This study focused on the state of Odisha and explored the rapidly changing environment of mobile banking usage in the context of India's financial industry. The study investigated the complex web of factors that influence consumers' behavioural intents and actions in accepting mobile banking services via the perspective of the expanded Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) model.
 Recommendation: Through the UTAUT2 model, this study greatly advances our knowledge of the behavioural aspects of India's mobile banking boom. Its recommendations can help researchers, financial institutions, and policymakers maximise mobile banking's potential for widespread adoption and greater financial inclusion.

PENGARUH KEMUDAHAN DAN KUALITAS INFORMASI TERHADAP MINAT MAHASISWA DALAM PENGGUNAAN LAYANAN M-BANKING PADA BANK SYARIAH

Technological developments in this rapidly growing era of globalization can attract the interest of customers who are used as supporting facilities for activities of all levels of society. One of the information technology in Islamic banking is m-banking service which is the development of the two previous forms of innovation in Islamic banking, namely SMS banking and internet banking. If interest has arisen in the prospective customer, it is hoped that the prospective customer can decide to use m-banking services. The purpose of this study was to determine the level of influence of the ease and quality of information on interest in the use of mobile banking services at Islamic banks partially or simultaneously. This study uses quantitative methods, the data used are primary and secondary data. The data collection technique used the Slovin formula sampling technique with 93 respondents. Data analysis used multiple linear regression analysis and used validity test, reliability test, classical assumption test and hypothesis test. Data processing using SPSS Version 25.0 for windows. The results of this study can be concluded that partially the convenience variable has a significant effect on student interest in using m-banking services at Islamic banks with a t-count value of 4.058 > 1.986 t table (df=90) and a sig value of 0.000 <0.05. And the information quality variable has a significant effect on student interest in using m-banking services at Islamic banks with a t-count value of 4.570 > 1986 and a sig value of 0.000 <0.05. Furthermore, the simultaneous effect with the F test shows that the ease and quality of information have a significant effect on student interest in using m-banking services at Islamic banks with a calculated F value of 122.177 > 3.10. Based on the coefficient of determination test, it shows that the influence of interest on the ease and quality of information is 73.1%, the remaining 26.9% is explained by variables outside the variables studied.

Layanan Mobile Banking Di Indonesia: Tinjauan Persepsi Dan Harapan Pengguna Di BCA, BNI Dan BRI Menggunakan Teori Sinyal

In the era of technological advances and financial deregulation policies, competition between banks is getting tougher. M-Banking is a provider of various facilities to make it easier for customers to carry out online transactions. Nonetheless, some concerns still exist regarding the security and feasibility of the features provided by each bank. In this study, Signaling Theory is used to explore the level of customer satisfaction in utilizing m-banking services. The purpose of this study is to compare the feasibility of features, ease of access, and security of Mobile Banking transactions at three leading banks in Indonesia, namely BNI, BCA and BRI, from the point of view of customer preference. This research will use quantitative methods by collecting data through a survey using a questionnaire. It is hoped that the results of this study can provide a picture of preferences for customers in each bank, so that it can be taken into consideration in improving work systems and services to customers compared to other banks. The variables to be examined are the characteristics of each bank such as service, feasibility of features, interface design, and convenience for customers to access M-Banking.

Etika Bisnis Islam dalam Transaksi Keuangan Menggunakan Aplikasi Mobile Banking/M-Banking

Technology is developing very rapidly so that it encourages Muslims to also adapt to the latest technology. One of them is non-cash or cashless payment financial transactions. Mobile-Banking is a service that makes it easier for customers or users to make non-cash transactions via smartphones. With services that can be accessed 24 hours and supported by an internet network, customers get convenience and comfort in financial transactions anywhere and anytime by using M-Banking application. In this way, Muslims are expected to be able to avoid debt or delay paying in a transaction and remain in Islamic business ethics. So, in carrying out its business, customers dosen’t need to worry. The Ijarah principle is the principle used by M-Banking application. Thus, banks may charge service fees/fees/Ujrah to account owners for the use of M-Banking services. In terms of transactions, M-Banking may be used for business transactions in which both the substances and systems and procedures for obtaining profits are not prohibited by Islamic teachings.

A meta-analysis of trust in mobile banking: the moderating role of cultural dimensions

PurposeIn mobile banking (m-banking), knowing and understanding trust-related factors can enable bank managers to design suitable strategies for enhancing its overall uptake. Based on this premise, the present study assesses the relationship of trust in m-banking with technology acceptance and use factors, quality factors, risk factors and a personal factor as well as behavioral outcomes. The study further investigates the moderating influence of Hofstede’s cultural dimensions on these relationships.Design/methodology/approachThe present study synthesizes the outcomes of 63 quantitative studies on trust in m-banking by using the meta-analysis technique.FindingsThe study finds a significant relationship of trust in m-banking with technology acceptance and use factors, quality factors, risk factors, a personal factor and behavioral outcomes. Additionally, Hofstede’s cultural dimensions, namely power distance, individualism/collectivism, masculinity/femininity and uncertainty avoidance, significantly moderate the majority of the hypothesized relationships.Research limitations/implicationsBy reviewing the extant literature, this study provides a comprehensive framework that explains the antecedents and behavioral outcomes of trust in m-banking and determines how these relationships effectively vary across cultures.Practical implicationsThe study helps m-banking service providers to understand how trust in m-banking can be enhanced. The study also shows which factors are more impactful in a particular culture.Originality/valueThis is an original study that contributes to the m-banking marketing literature.

The Role of Customer Satisfaction and Service Quality on Customer Loyalty: Case Study of M-Banking Services

The cause of this look at is to investigate the direct impact of provider first-class on customer satisfaction of mobile banking customers, to analyze the direct effect of carrier exceptional on customer loyalty of cellular banking users, to investigate the direct effect of patron pleasure on purchaser loyalty of mobile banking customers and to analyze the indirect effect of carrier exceptional of client loyalty through consumer pleasure of bank BCA cell banking users. The population in this study is 1,050 customers using mobile banking. The sample in this study was taken purposively. The number of samples is 91 people. The studies device used on this study became a questionnaire or questionnaire that turned into made by means of the researcher himself. The studies device is a tool used to degree an observed natural or social phenomenon. The primary data used in this study is data obtained based on answers to questionnaires distributed to customers. The conclusion from the study is that there is a significant influence between service quality variables on customer satisfaction for customers who use mobile banking, so that improving the quality of online services will have an impact on customer satisfaction to use mobile banking. There is a significant influence between the variables of customer satisfaction on customer loyalty, the better the online service quality, the greater the loyalty level of mobile banking application users. There may be a sizeable have an impact on between the variables of customer delight on client loyalty, the higher the level of customer delight, the higher the level of loyalty of mobile banking application users