Understanding the Convenience of Mobile Banking Adoption for Banking Customers in the Millennials Generation
Abstract
The goal of this study is to see how different aspects of online convenience affect the desire to utilize mobile banking. The population and sample of this study were 240 customers who are millennials and use M-Banking in 3 big cities in East Kalimantan Province, namely Samarinda, Balikpapan, and Tenggarong. According to the findings of this study, access convenience, search convenience, evaluation convenience, and post-benefit convenience all have an impact on the desire to use M-Banking. Next, the result shows that the intention to adopt M-Banking has an effect on the adoption of M-Banking. The results of this study can be used as suggestions for banks in improving services using the M-banking platform to make it more comfortable.
Keywords
Full Text:
PDFReferences
Ahmad, W., & Sun, J. (2018). Modeling consumer distrust of online hotel reviews. International Journal of Hospitality Management, 71, 77–90. https://doi.org/10.1016/j.ijhm.2017.12.005
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/10.1016/0749-5978(91)90020-T
Alba, J., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A., & Wood, S. (1997). Interactive Home Shopping: Consumer, Retailer, and Manufacturer Incentives to Participate in Electronic Marketplaces. Journal of Marketing, 61(3), 38. https://doi.org/10.2307/1251788
Beauchamp and Ponder. (2010). Perceptions of Retail Convenience for In-Store and Online Shoppers; Perceptions of Retail Convenience for In-Store and Online Shoppers. In 49 Marketing Management Journal.
Bender, W. C. (1964). Consumer purchase-costs-do retailers recognize them. Journal of Retailing, 40(1), 1.
Benoit, S., Klose, S., & Ettinger, A. (2017). Linking service convenience to satisfaction: dimensions and key moderators. Journal of Services Marketing, 31(6), 527–538. https://doi.org/10.1108/JSM-10-2016-0353
Berry, L. L., & Cooper, L. R. (1990). Competing with time-saving service. Business, 40(2), 3–7.
Berry, L. L., Seiders, K., & Grewal, D. (2002). Understanding Service Convenience. Journal of Marketing, 66(3), 1–17. https://doi.org/10.1509/jmkg.66.3.1.18505
Chang, K., Chen, M., Hsu, C., & Kuo, N. (2010). The effect of service convenience on post‐purchasing behaviours. Industrial Management & Data Systems, 110(9), 1420–1443. https://doi.org/10.1108/02635571011087464
Copeland, M. T. (1923). Relation of consumers' buying habits to marketing methods. Harvard Business Review, 1(2), 282–289.
Duarte, P., e Silva, S. C., & Ferreira, M. B. (2018). How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM. Journal of Retailing and Consumer Services, 44, 161–169.
Farida, N. (2016). Effects of convenience online shopping and satisfaction on repeat-purchase intention among students of higher institutions in Indonesia. Journal of Internet Banking and Commerce, 21(2), 1.
Fishbein, M., & Ajzen, I. (1975). Belief, Attitudes, Intention and Behavior: An Introduction to Theory and Research. Addision-Wasely, Reading: MA.
Gensler, S., Verhoef, P. C., & Böhm, M. (2012). Understanding consumers' multichannel choices across the different stages of the buying process. Marketing Letters, 23(4), 987–1003. https://doi.org/10.1007/s11002-012-9199-9
Herrmann, R. O., & Beik, L. L. (1968). Shoppers' movements outside their local retail area. Journal of Marketing, 32(4_part_1), 45–51.
Huang, P., Lurie, N. H., & Mitra, S. (2009). Searching for Experience on the Web: An Empirical Examination of Consumer Behavior for Search and Experience Goods. Journal of Marketing, 73(2), 55–69. https://doi.org/10.1509/jmkg.73.2.55
Jebarajakirthy, C., & Shankar, A. (2021). Impact of online convenience on mobile banking adoption intention: A moderated mediation approach. Journal of Retailing and Consumer Services, 58, 102323. https://doi.org/https://doi.org/10.1016/j.jretconser.2020.102323
Jiang, L. (Alice), Yang, Z., & Jun, M. (2013). Measuring consumer perceptions of online shopping convenience. Journal of Service Management, 24(2), 191–214. https://doi.org/10.1108/09564231311323962
Jun, M., & Palacios, S. (2016). Examining the key dimensions of mobile banking service quality: an exploratory study. International Journal of Bank Marketing, 34(3), 307–326. https://doi.org/10.1108/IJBM-01-2015-0015
Junglas, I., & Watson, R. T. (2006). The U-Constructs: Four Information Drives. Communications of the Association for Information Systems, 17. https://doi.org/10.17705/1CAIS.01726
Kaura, V. (2013). Antecedents of customer satisfaction: a study of Indian public and private sector banks. International Journal of Bank Marketing, 31(3), 167–186. https://doi.org/10.1108/02652321311315285
KIM, Y. E., & YANG, H. C. (2020). The Effects of Perceived Satisfaction Level of High-Involvement Product Choice Attribute of Millennial Generation on Repurchase Intention: Moderating Effect of Gender Difference. The Journal of Asian Finance, Economics and Business, 7(1), 131–140. https://doi.org/10.13106/jafeb.2020.vol7.no1.131
Koenig‐Lewis, N., Palmer, A., & Moll, A. (2010). Predicting young consumers' take up of mobile banking services. International Journal of Bank Marketing, 28(5), 410–432. https://doi.org/10.1108/02652321011064917
Kollmann, T., Kuckertz, A., & Kayser, I. (2012). Cannibalization or synergy? Consumers' channel selection in online–offline multichannel systems. Journal of Retailing and Consumer Services, 19(2), 186–194. https://doi.org/10.1016/j.jretconser.2011.11.008
Kumar, A., & Kashyap, A. K. (2018). Leveraging utilitarian perspective of online shopping to motivate online shoppers. International Journal of Retail & Distribution Management, 46(3), 247–263. https://doi.org/10.1108/IJRDM-08-2017-0161
Laukkanen, T. (2016). Consumer adoption versus rejection decisions in seemingly similar service innovations: The case of the Internet and mobile banking. Journal of Business Research, 69(7), 2432–2439. https://doi.org/10.1016/j.jbusres.2016.01.013
Lee, H., & Jin Ma, Y. (2012). Consumer perceptions of online consumer product and service reviews. Journal of Research in Interactive Marketing, 6(2), 110–132. https://doi.org/10.1108/17505931211265426
Mahapatra, S. (2017). Mobile shopping among young consumers: an empirical study in an emerging market. International Journal of Retail & Distribution Management, 45(9), 930–949. https://doi.org/10.1108/IJRDM-08-2016-0128
Mehmood, S. M., & Najmi, A. (2017). Understanding the impact of service convenience on customer satisfaction in home delivery: evidence from Pakistan. International Journal of Electronic Customer Relationship Management, 11(1), 23. https://doi.org/10.1504/IJECRM.2017.10007745
Noble, S. M., Griffith, D. A., & Weinberger, M. G. (2005). Consumer derived utilitarian value and channel utilization in a multi-channel retail context. Journal of Business Research, 58(12), 1643–1651. https://doi.org/10.1016/j.jbusres.2004.10.005
Reimers, V., & Chao, F. (2014). The role of convenience in a recreational shopping trip. European Journal of Marketing, 48(11/12), 2213–2236. https://doi.org/10.1108/EJM-12-2012-0734
Roy, S. K., Shekhar, V., Lassar, W. M., & Chen, T. (2018). Customer engagement behaviors: The role of service convenience, fairness and quality. Journal of Retailing and Consumer Services, 44, 293–304.
Shaheed, A. (2004). How convenience has changed the nation. Brand Strategy May (182), 44–46.
Shankar, A., & Datta, B. (2018). Factors Affecting Mobile Payment Adoption Intention: An Indian Perspective. Global Business Review, 19(3_suppl), S72–S89. https://doi.org/10.1177/0972150918757870
Shankar, A., Datta, B., Jebarajakirthy, C., & Mukherjee, S. (2020). Exploring Mobile Banking Service Quality: A Qualitative Approach. Services Marketing Quarterly, 41(2), 182–204. https://doi.org/10.1080/15332969.2020.1742982
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty. International Journal of Bank Marketing, 37(5), 1119–1142. https://doi.org/10.1108/IJBM-03-2018-0063
Shankar, A., Jebarajakirthy, C., & Ashaduzzaman, M. (2020). How do electronic word of mouth practices contribute to mobile banking adoption? Journal of Retailing and Consumer Services, 52, 101920.
Shankar, A., & Kumari, P. (2016). Journal of Internet Banking and Commerce Factors Affecting Mobile Banking Adoption Behavior in India. In Journal of Internet Banking and Commerce (Vol. 21, Issue 1). http://www.icommercecentral.com
Shankar, A., & Rishi, B. (2020). Convenience matter in mobile banking adoption intention? Australasian Marketing Journal (AMJ), 28(4), 273–285. https://doi.org/https://doi.org/10.1016/j.ausmj.2020.06.008
Shareef, M. A., Baabdullah, A., Dutta, S., Kumar, V., & Dwivedi, Y. K. (2018). Consumer adoption of mobile banking services: An empirical examination of factors according to adoption stages. Journal of Retailing and Consumer Services, 43, 54–67. https://doi.org/10.1016/j.jretconser.2018.03.003
Sobti, N. (2019). Impact of demonetization on diffusion of mobile payment service in India. Journal of Advances in Management Research, 16(4), 472–497. https://doi.org/10.1108/JAMR-09-2018-0086
Tam, C., & Oliveira, T. (2016). Understanding the impact of m-banking on individual performance: DeLone & McLean and TTF perspective. Computers in Human Behavior, 61, 233–244. https://doi.org/10.1016/j.chb.2016.03.016
Thakur, R., & Srivastava, M. (2013). Customer usage intention of mobile commerce in India: an empirical study. Journal of Indian Business Research, 5(1), 52–72. https://doi.org/10.1108/17554191311303385
Wang, J., Yang, Z., & Brocato, E. D. (2018). An investigation into the antecedents of prepurchase online Search. Information & Management, 55(3), 285–293. https://doi.org/10.1016/j.im.2017.08.001
Wolfinbarger, M., & Gilly, M. C. (2001). Shopping Online for Freedom, Control, and Fun. California Management Review, 43(2), 34–55. https://doi.org/10.2307/41166074
DOI: http://dx.doi.org/10.18415/ijmmu.v8i12.3259
Refbacks
- There are currently no refbacks.
Copyright (c) 2021 International Journal of Multicultural and Multireligious Understanding
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
https://ijmmu.com
editor@ijmmu.com
facebook.com/ijmmu
Copyright © 2014-2018 IJMMU. All rights reserved.