Mobile Banking Users Research Articles

FACTORS SHAPING CONSUMER BEHAVIOUR IN MOBILE BANKING ADOPTION AND USAGE WITH REFERENCE TO AHMEDABAD DISTRICT

This study examines the factors influencing the adoption and usage of mobile banking in Ahmedabad District, focusing on device preferences, banking type, and user convenience. The research aims to identify preferred devices for mobile banking and their impact on usage frequency, explore the relationship between bank type and the duration of association with mobile banking usage patterns, and evaluate the elements that encourage mobile banking adoption. Utilizing a descriptive research design, primary data was collected from 708 respondents through a structured Google Form questionnaire. Purposive sampling was employed to target mobile banking users, and the research was conducted in October 2024. The findings revealed that mobile banking is predominantly preferred over internet banking, with confidentiality and accessibility being key factors in its adoption. Private sector banks were more popular, with users exhibiting long-term loyalty. The study suggests that banks should focus on enhancing user-friendly features and security to boost mobile banking adoption, particularly among younger users. The implications highlight the importance of transparency, convenience, and customer-oriented services in the growing mobile banking sector. This research contributes valuable insights for banks seeking to improve their mobile banking services and cater to the evolving needs of their customers.

Moderating Effect of Trust on Determinants of Customer Satisfaction Factors

In connection with customer satisfaction of mobile banking users, there are several problems, including being vulnerable to “smishing” fraud, one of which involves rogue mobile applications. This study aims to determine the role of trust in moderating the effect of security level, and service features on customer satisfaction of mobile banking users of Bank Sumsel Babel Syariah UIN Raden Fatah Palembang Branch Office. This type of research is quantitative using statistical techniques to test the hypothesis. The data used is primary data with data collection techniques using questionnaires distributed directly to 100 respondents as samples with accidental sampling techniques while secondary data uses literature studies. The data analysis technique in this study uses SmartPLS with outer model testing including convergent validity, average variance extracted (AVE) and composite reliability and inner model testing including R square and hypothesis testing. The results showed that based on testing convergent validity, average variance extracted (AVE) and composite reliability, it is known that all variables including their indicators are declared valid and reliable, then the R-square value is 0.579 which means that customer satisfaction can be explained by 57.9% by the variables of security level, service features and trust, while the remaining 42.1% is explained by other variables outside the study. Then the results of hypothesis testing show that the variables of security level, service features and trust directly have a positive and significant effect on customer satisfaction. Then the trust variable is unable to moderate the effect of the level of security and service features on customer satisfaction.

Analysis of the Influence of System Quality, Information Quality, and Service Quality on User Satisfaction Mobile Banking Users

Mobile banking is one of the banking services that is integral to everyone's daily activities. However, sometimes its use experiences various obstacles, whether it is from the system, service, or information. This study aims to analyze the effect of system quality, information quality, and service quality on mobile banking user satisfaction. Using a quantitative approach and survey design, this study collected data through questionnaires distributed to mobile banking users. Regression analysis was used to identify the relationship and impact of each factor on user satisfaction. The results showed that system quality, information quality, and service quality have a significant influence on the level of user satisfaction. The findings emphasize the importance for banks to focus on continuous improvement in these aspects to enhance user experience and ensure high customer loyalty. This research provides valuable insights for the banking industry in designing more effective strategies to optimize mobile banking services.

Analysis of Mobile Banking Usage in Increasing Customer Trust and Loyalty

Analysis of Mobile Banking Usage in Increasing Customer Trust and Loyalty

The Influence of Service Failure on Mobile Banking Usage and Its Relation to User Satisfaction

The explosive expansion of the internet has changed the way banks communicate with their clients. MyBCA, a mobile banking (m-banking) application, is designed to meet the needs of customers who prefer banking from home. This study aims to analyze the impact of m-banking service failures on MyBCA user adoption and satisfaction. 390 respondents participated in this quantitative study, with data analysis using SMARTPLS 3.1. Results show that m-banking adoption is significantly affected by functional, system, information, and service failures. In addition, the use of m-banking was also found to have a significant influence on use satisfaction towards m-banking. Despite functional failures, users still use m-banking frequently. System failures, such as technical glitches, have a significant impact on usage. In contrast, information failures have less impact than other failures. Service failures, such as transaction errors, also have a major impact on usage. This study uses MBFM to analyze the interrelationships between service failures, m-banking adoption, and user satisfaction, providing important insights for the future development of m-banking services. The results of this study can be used as a basis for designing more targeted service quality improvement strategies, with a priority on improving the core features that are most frequently used by users

The Strategic Role of Promotion in Moderating the Influence of Trust and Convenience on Mobile Banking Service User Loyalty

Mobile banking services are growing rapidly in the digital era, but the big challenge for banks is maintaining user loyalty. This study aims to analyze the influence of customer trust and ease of use on the loyalty of mobile banking service users, with promotion as a moderation variable. The method used is quantitative with a survey approach, where 105 respondents are selected by purposive sampling based on the criteria of active mobile banking users for at least 6 months, over 18 years old, have received promotions, and have a transaction frequency of at least 3 times per month. Data analysis was carried out by multiple linear regression using JASP software. The results showed that customer trust had a significant influence on user loyalty with a regression coefficient of 0.630 (p < 0.05), while ease of use had a very significant effect with a regression coefficient of 0.705 (p < 0.05). Promotion also plays a role as a moderation variable that strengthens the relationship between trust and loyalty (0.214; p < 0.05), as well as between convenience and loyalty (0.430; p < 0.05). The regression model shows an Adjusted R-squared value of 0.684, which indicates that the model can account for 68.4% variance in user loyalty. These findings emphasize the importance of building customer trust, providing ease of use, and designing effective promotions to increase mobile banking service user loyalty.

Strategi Optimalisasi Human Capital dalam Bank BNI 46 untuk Meningkatkan Inovasi dan Layanan

This article examines the strategy for optimizing human capital at Bank BNI 46 to enhance innovation and service quality in the digital era. Human capital is a vital asset in the banking industry, directly influencing operational efficiency and customer satisfaction. Through a literature review, including Bank BNI’s 2023 financial report, the study highlights key strategies such as digital skill development, fostering a culture of innovation, digital transformation in services, and talent management. Bank BNI 46 has implemented initiatives like the Digital Academy and Innovation Hub to upgrade employee capabilities and drive internal innovation. These strategies have resulted in significant improvements, including a 25% increase in mobile banking users and enhanced productivity. However, challenges such as employee resistance to technological changes remain, requiring comprehensive training and change management programs. The findings emphasize that human capital optimization is crucial for sustaining competitive advantage in the fast-evolving banking sector. The research contributes to understanding how strategic human capital management can foster innovation and improve service delivery, offering insights for other banks aiming to navigate digital transformation.

The Empirical Study of Technology Acceptance Model among Mobile Banking Users in Indonesia

Mobile banking is an innovation of banking services developed to facilitate the activities and financial transactions of customers. Mobile banking offers a high degree of ease and flexibility so it can be used anywhere and anytime through the practices of each user. The continued use of mobile banking is influenced by several important factors including expectation-confirmation, satisfaction, and perceived usefulness. The study aims to test the role of the above three factors in their influence on sustainable intentions among mobile banking users in Indonesia. The explanatory research with this quantitative approach involved 326 respondents in an online questionnaire-based survey. Using partial least square (PLS-SEM) as the data analysis technique, this study explains that perceived usefulness and satisfaction have a significant influence on continuous usage intention while expectation-confirmation has no significant effect on the continuous intention.

The Transformative Role of Mobile Applications in Digital Banking: A Comprehensive Analysis of Customer Engagement and Service Evolution

The digital transformation of banking services through mobile applications represents a pivotal shift in the financial services industry, fundamentally changing how customers interact with their financial institutions. This comprehensive article research examines the multifaceted role of mobile applications in driving digital banking transformation, with particular emphasis on security implementations, customer engagement strategies, and the impact of automation and personalization on service delivery. The article analyzes the critical aspects of mobile banking infrastructure, including multi-layered security protocols, regulatory compliance frameworks, and technological integration strategies that have shaped the modern banking landscape. Special attention is given to the accelerated digital adoption during the COVID-19 pandemic, which served as a catalyst for unprecedented changes in banking behavior and technological advancement. Through analysis of industry data and expert insights, this research demonstrates how mobile banking applications have evolved from simple transaction tools into sophisticated platforms that integrate advanced security protocols, artificial intelligence, personalized analytics, and seamless customer engagement features. The article reveals significant improvements in customer satisfaction, operational efficiency, and service accessibility, with mobile banking users showing an increase during the pandemic period and an increase in customer engagement for institutions implementing advanced analytics and personalization strategies. This article contributes to the understanding of mobile banking's evolutionary trajectory and provides valuable insights for financial institutions seeking to enhance their digital banking capabilities in an increasingly competitive landscape.

Faktor – Faktor yang Memengaruhi Minat Nasabah Bank dalam Pemanfaatan Layanan Mobile Banking di PT Bank Syariah Indonesia KCP Medan Pulo Brayan

This research aims to analyze and test the influence of information technology, usefulness and trust on customer interest in using mobile banking services at Bank Syariah Indonesia KCP Medan Pulo Brayan. The methodology used is a quantitative approach. The research subjects were 100 mobile banking users of Bank Syariah Indonesia KCP Medan Pulo Brayan. This research uses primary data collected through surveys. Data analysis in this research uses the SPSS software program to calculate validity, reliability, multiple regression, classical theory, f-test, t-test, and coefficient of determination. This research found that information technology, usability, and trust all have partial and simultaneous effects on customer interest in using mobile banking services at Bank Syariah Indonesia KCP Medan Pulo Brayan.

Using Hunan industrial and commercial bank as a case study, this paper examines the factors that influence customer loyalty in mobile banking

This research examined the factors that affect customer loyalty in mobile banking within the Hunan Province in China using quantitative research approaches. The TAM and UTAUT2 were used to test the hypotheses on the links between mobile app ambiance, perceived trust, perceived ease of use, perceived usefulness, perceived satisfaction, and perceived loyalty. In this study, mobile app ambiance specifically refers to elements like visual design, user interface quality, and feature integration. A cross-sectional survey involved 484 ICBC mobile banking users who completed self-administered questionnaires, and 20 in-depth interviews were conducted to provide qualitative insights into customer perceptions of loyalty. The study affirmed that mobile app ambiance had a significant influence on perceived usefulness, perceived trust, and perceived satisfaction and, therefore, customer loyalty. The findings of the present study provided practical solutions for enhancing customer loyalty in mobile banking.

The Influence of Cyber Security Knowledge, Cyber Security Awareness, and Behaviour Protection on Intention to Use Among Mobile Banking Users in Jakarta

Businesses and individuals, especially banks, must use risk assessment methods and preventive measures to protect mobile banking application users. Looking at these events, the researcher aims to see whether cyber security awareness, knowledge & behavior protection of users affect the intention to use mobile banking applications and whether these three variables are important for mobile banking users to understand in maintaining the security of transactions using mobile banking which will test the influence of these 3 variables on users' interest in continuing to use mobile banking even though users know the high risk if there is negligence in carrying out these 3 things and believing in the security of the mobile banking system in Indonesia. The population of this study is people who work in Jakarta. The respondents' answers were taken using Google Docs and distributed in general. The researcher obtained a total of 130 respondents. The data was processed using SPSS 27 with the analysis method of validity, reliability, and hypothesis test including the R2 test, F test, and T-test.

How Ease of Use, Convenience, Risk, Trust, and Security Influence Mobile Banking Usage Through Satisfaction

This study explores how ease of use, convenience, risk, trust, and security affect the use of BNI mobile banking, with a focus on the mediating role of customer satisfaction. The Technology Acceptance Model and Theory of Planned Behavior provide the theoretical framework. Data was collected through a survey of 148 BNI mobile banking users in Bali and analyzed using Partial Least Squares. The results show that convenience and security positively impact both satisfaction and intention to use the application, with satisfaction partially mediating the effect of convenience on intention. Conversely, ease of use, risk, and trust do not significantly influence satisfaction or intention. These findings highlight the importance of enhancing convenience and security features to improve customer satisfaction and intention to use BNI mobile banking. Future research should compare these results with other banking applications to provide further insights into the strengths and weaknesses of BNI mobile banking.

Investigating the Determinants of Financial Inclusion Among Urban Youth: Evidence from Sri Lanka

Financial inclusion, defined as equitable access and use of affordable financial services is crucial for fostering economic growth. This study investigates the determinants of financial inclusion in urban youth in Sri Lanka, addressing the critical gap in the literature. Utilising the data from 384 respondents across selected urban areas, the research employs a web-based questionnaire and applied Partial Least Square- Structural Equation Modelling (PLS-SEM) to assess the relationships between financial inclusion and key determinants such as Peer Influence, Government Policies, Mobile Banking Usage, Telecommunication Network Quality and Financial Literacy. The findings identify Financial Literacy as the most significant determinant of financial inclusion followed by positive correlations with other variables. The study offers practical insights for financial institutions and policymakers to improve financial literacy and design targeted strategies for enhancing financial inclusion among urban youth. However, the study’s focus on urban youth limits its generalisation to rural population where access and inclusion may differ significantly.

The roles of user adaptation and trust in fostering continuance intention toward mobile banking: an extended decomposed theory of plan behavior

Although mobile banking is popular and offers many benefits, research on adaptation and continuance intention to use mobile banking is limited. This study investigates the influence of adaptation, perceived usefulness, subjective normnorms, self-efficacy, and trust on the continuance intention to use mobile banking in Vietnam and the moderating role of trust in the relationship between adaptation and the continuance intention to use mobile banking. The aim is to propose managerial implications for increasing users' continuance intention to use mobile banking in Vietnam. Based on the extended decomposed theory of plan behavior and adaptive structuration theory for individuals, this study validates a proposed research model using convenient sampling (n=523) and a face-to-face survey of mobile banking users in Vietnam. To obtain the primary data for quantitative analysis, this study utilizes a convenience sampling method suitable for researching a new electronic service (mobile banking) and the challenges of obtaining limited data availability in Vietnam. The SmartPLS4 package was utilized for data analysis. The findings reveal that trust, adaptation, subjective norms, self-efficacy, and perceived usefulness significantly impact continuance intention. Trust, in particular, plays a dual role, directly influencing continuance intention and moderating the relationship between adaptation and this intention. Additionally, adaptation is influenced by perceived usefulness, subjective norms, and self-efficacy. The findings of this research not only contribute to the theoretical foundation of mobile banking but also provide valuable insights to help banks and bank managers understand the factors that may drive mobile banking users to continue using the system. Theoretical and managerial implications suggest maintaining strong relationships with mobile banking users in developing countries.

Application of the Utaut and Trust That Influences Mobile Banking

The mobile banking phenomenon may still be at the implementation stage, although its frequency is already evident. It is important to consider the introduction of mobile banking in developing countries, as it can increase financial inclusion, improve the banking system, and ultimately have a positive impact on the economy. This study aims to analyze the effect of performance expectations, effort expectations, social influences, supportive conditions, and trust on behavioral intention to use the system as well as the usage behavior of mobile banking users, with experience as a moderator variable. The PLS-SEM analysis technique consists of two models, namely the measurement model called the outer model and the structural model called the inner model, hypothesis testing, and MRA testing which will be processed using SmartPLS 4 statistics through primary data obtained from distributing questionnaires to the mobile banking user community in Jabodetabek. The results showed that performance expectations and effort expectations affect behavioral intention to use the system, and behavioral intention to use the system affects usage behavior. The effect of supportive conditions on behavioral intention to use the system can be moderated by experience.

The Effect of Network Delay and Contagion on Mobile Banking Users: A Dynamical Analysis

This paper analyses how network contagion affects the acceptance or rejection of mobile banking, emphasizing the risk of contagion that hinders the growth of users among bank clients. As a research method, a mathematical model based on the Susceptible, Infected, and Recovered framework is used within a nonlinear dynamic system with a distributed time delay and the optimal control strategy. The approach aims to find the behaviour dynamics of mobile banking users, non-users, and undecided ones. Our model adds value to the existing literature by employing a qualitative dynamic analysis, as opposed to other studies that study contagion empirically. The steady states and their conditions for stability are found, and the critical value for time delay causing oscillatory is determined. The optimal control strategies are identified to enlarge the number of mobile banking users and decrease the number of non-users. Numerical simulations support the theoretical findings. The research has practical implications given that the model predicts mobile banking user behaviour in assisting policy decision-making and addresses the possible policy measures that aim to increase the number of mobile banking users. The conclusions suggest that financial inclusion can contribute to the expansion of mobile banking users.

FACTORS INFLUENCING CONTINUATION INTENTION OF MOBILE BANKING USAGE: EXTENDING EXPECTANCY CONFIRMATION MODEL (ECM) AND ARTIFICIAL INTELLIGENCE (AI) WITH SECURITY AS MODERATION

This study aims to identify factors that influence continuance intention to use mobile banking by extending the Expectancy Confirmation Model (ECM) and integrating Artificial Intelligence (AI) and security as moderating variables. Data were collected from mobile banking users in Southwest Papua and analyzed using a Structural Equation Model (SEM) with the Partial Least Squares (PLS) approach. The results showed that confirmation, perceived usefulness, customer experience, and satisfaction significantly influenced continuance intention to use mobile banking. In addition, artificial intelligence that is considered intelligent and anthropomorphic also increases perceived usefulness and confirmation of expectations. The security aspect was found to moderate the relationship between perceived usefulness and satisfaction, thereby increasing user satisfaction. These findings provide important insights for mobile banking developers and policy makers to increase the adoption of digital banking services.

Financial Literacy and Mobile Banking Usage: The Moderating Role of Demographic Characteristics

This study aimed to analyze the relationship between financial literacy and mobile banking ‎usage, considering the moderating role of demographic characteristics among commercial ‎bank clients in the Jordanian southern provinces of Jordan. Using a sample of 1,380 commercial bank clients from ‎Jordan's southern region. To achieve the study's objective and test its hypotheses, the authors employed the quantitative method and utilized SPSS software version 28 for data analysis. The results revealed a strong positive relationship between ‎the level of financial literacy and mobile banking usage, with a moderating role of ‎demographic characteristics on the relationship between the level of financial literacy and ‎mobile banking usage. The study found that male clients and individuals with higher income levels were more inclined to utilize mobile banking services compared to female clients and those with lower income levels. On the other hand, age and educational level did not show a ‎moderating effect on this relationship. Based on the findings, the study recommends enhancing financial literacy through the development of programs and diverse digital banking products to meet client's needs, thereby promoting the adoption of mobile banking services. ‎

Mobile Banking: Drives Changes in The Consumptive Behavior of Generation Z in Batu Ampar Kramat Jati

AbstractThe rapid development of technology has led to various changes in the banking industry, including the rise of electronic payments such as mobile banking. This study aims to understand the impact of mobile banking on the consumption behavior of Generation Z in the Batu Ampar area of Kramat Jati. The study collected quantitative data through questionnaires distributed to 100 respondents with sampling techniques, namely non-probability sampling in the form of purposive sampling. The data was then analyzed using the SPSS 25 (Statistical Package for the Social Sciences) application. The results showed that there is a significant relationship between mobile banking and consumptive behavior. The regression test revealed that for every 1% increase in mobile banking usage, the value of consumption behavior increases by 1.471. Through the Product Moment Correlation Analysis, it is known that R count 0.05 ≥ 0.000 means that there is a significant relationship between Mobile Banking (X) and Consumptive Behavior (Y). In the F test, it is obtained that F count is 36.417> F table, namely 3.94, which can be seen that variable X (Mobile Banking) has an effect on variable Y (Consumptive Behavior) which means Hα is accepted and H0 is rejected by having an influence value of 27.1% of the consumption behavior can be attributed to mobile banking, while the remaining 72.9% is influenced by other factors not considered in this study. Overall, these findings highlight the influence of mobile banking on the consumption behavior of Generation Z.