An investigation on the moderating role of users’ self-efficacy and mobile banking satisfaction in Iran

Document Type : Research Paper

Authors

1 Assistant Prof., Faculty of Management and Accounting, College of Farabi, University of Tehran, Iran

2 MSc. in Information Systems Management, Faculty of Management and Accounting, College of Farabi, University of Tehran, Iran

Abstract

Mobile banking as a subset of e-banking is one of the newest communication channels between banks and customers. Via m-banking, customers receive services such as checking their bank account balance, transfer of funds, pay bills and etc. However, the rate of m-banking among Iranian users is very low. The purpose of this study is to investigate the moderating role of user’s self-efficacy on m-banking satisfaction. According to the developed research model, information quality, service quality, system quality, reputation and structural assurance are factors that influencing trust and satisfaction of m-banking and users’ self-efficacy moderates this relationship. This study is a quantitative research and a sample of 230 Iranian m-banking users has been surveyed. Research hypotheses were tested by structural equation modeling. The results showed that effect of service quality on trust, system quality on trust, system quality on satisfaction, reputation on trust, structural assurance on trust and trust on satisfaction were significant. This study also showed the role of self-efficacy as a moderator between the relationship of service quality, system quality and reputation with trust. Finally, recommendations were proposed for customer satisfaction of m-banking.       

Keywords

Main Subjects

References

Aminbidekhti, A., Rezaeei, A. & Saburinia, M. (2008). Prioritize service quality variables by using Hysteresis model: The case in Iran Melli Bank. Journal of the Faculty of Humanities, 24(9): 7- 26. (in Persian)
Asr-e- Iran (2010). 80% Europeans use from Mobile Banking, Azar 23. Retrieved from: Asriran.com. (in Persian)
Bandarian, R. (2011). Identification and determination effective factors in customer satisfaction in research and technology organizations; The case: Research institute of petroleum industry. Journal of Strategic management thought, 5(9): 201-222. (in Persian)
Beldad, A., De Jong, M. & Steehouder, M. (2010). How shall I trust the faceless and the intangible? A literature review on the antecedents of online trust. Computers in Human Behavior, 26(5): 857-869.
Byrne, B. M. (2010) Structural Equation Modeling with AMOS: Basic Concepts, Applications & Programming, 2th edition, New York: Taylor & Francis Group.
Cruz, P., Neto, L.B.F., Muñoz-Gallego, P. & Laukkanen, T. (2010). Mobile banking rollout in emerging markets: evidence from Brazil. International Journal of Bank Marketing, 28(5): 342-371.
Dehghan-Dehnavi, M., Edalat, A. & Kohzadi, N. (2004). Commerceand Mobile Banking in Iran and world. The 3nd National Conference on Electronic Commerce. Tehran: Commerce ministry, Assistance planning and economic affairs. (in Persian)
Esfidani, M., Akbari, F. & Davari, M. (2007). Mobile Banking in Iran, challenges and barriers, offering solution based on Technology Acceptance Model (TAM). The 4nd National Conference on Electronic Commerce. Tehran: Commerce ministry, Assistance planning and economic affairs. (in Persian)
Fayaz-Bakhsh A. & Geravandi, S. (2015). Medical students’ perceptions regarding the impact of mobile medical applications on their clinical practice. Journal of Mobile Technology in Medicine, 4(2): 51-52.
Ford, R. C. & Dickson, D. R. (2012). Enhancing customer self-efficacy in co-producing service experiences. Business Horizons, 55(2): 179-188.
Frost, F. A. & Kumar, M. (2000). INTSERVQUAL–an internal adaptation of the GAP model in a large service organisation. Journal of Services Marketing, 14(5): 358-377.
Hair, J.R., Joseph, F., Black, W.C. & Anderson, R.E. (2006). Multivariate Data Analysis, 7th edition, available at: http://www.mediafire.com/? mkrzmjmmonn (accessed 1 December 2012).
Hanafizadeh, P., Behboudi, M., Koshksaray, A.A. & Tabar, M.J.S. (2012). Mobile-Banking Adoption by Iranian Bank Clients. Telematics and Informatics, 31(1): 62-78.
Ho, R. (2006). Handbook of univariate and multivariate data analysis and interpretaion with SPSS, London /New York: Taylor & Francis Group, LLC.
Human, H. (2005). Structural equation modeling by using Lisrel software. Tehran: samt. (in Persian)
Hunt, S., Sparkman, Jr, R. & Wilcox, J. (1982). The pretest in survey research: Issues and preliminary findings. Journal of Marketing Research, 19 (2): 269-273.
IT Analysis. (2012). Only 5% Iranians are Mobile Banking user. Azar 23. Retrieved from: Itanalyze.com. (in Persian)
Kim, G., Shin, B., & Lee, H. G. (2008). Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19(3): 283-311.
Laukkanen, T. & Cruz, P. (2009). Comparing consumer resistance to mobile banking in Finland and Portugal. In e-Business and Telecommunications (pp. 89-98). Springer Berlin Heidelberg. DOI: 10.1007/978-3-642-05197-5_6.
Lee, K.C., & Chung, N. (2009). Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective. Interacting with computers, 21(5): 385-392.
Lin, H.F. (2012). Determining the relative importance of mobile banking quality factors. Computer Standards & Interfaces, 35(2): 195-204.
Luarn, P. & Lin, H. H. (2005). Toward an understanding of the behavioral intention to use mobile banking. Computers in Human Behavior, 21(6): 873-891.
Luo, X., Li, H., Zhang, J. & Shim, J. P. (2010). Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems, 49(2): 222-234.
Miller, D.E. & Kunce, J.T. (1973). Prediction and statistical overkill revisited. Measurement and Evaluation in Guidance, 6(3): 157-163.
Sarmaye Bank (2010). Mobile Banking from the perspective of 7 banking network senior manager. Azar 23. Retrieved from: http://wwwSarmayebank.com.
(in Persian)
Sekaran, O. (2002). Research methods in management. Translators: Sa’ebi, M. & Shirazi, M., Tehran: press (Institute Education and Research Management and planning). (in Persian)
Shomakher, R. & Lumax, R. (2009). The introduction On structural equations modeling, Translator: Ghasemi, V., Tehran: press (Publication Sociologists). (in Persian)
Siau, K. & Shen, Z. (2003). Mobile communications and mobile services. International Journal of Mobile Communications, 1(1): 3-14.
Suoranta, M. & Mattila, M. (2004). Mobile banking and consumer behaviour: new insights into the diffusion pattern. Journal of Financial Services Marketing, 8(4): 354-366.
Taghavifard, M. & Torabi, M. (2010). the effective factors in useing of Mobile Banking services by customers and Their ranking (The case: Branches Tejarat Bank in Tehran). Journal of Explores Commerce Management, 3(2): 117- 139. (in Persian)
Wessels, L. & Drennan, J. (2010). An investigation of consumer acceptance of M-banking. International Journal of Bank Marketing, 28(7): 547-568.
Zhou, T. (2012). An empirical examination of initial trust in mobile banking. Internet Research, 21(5): 527-540.
Journal of Information Technology Management
Volume 7, Issue 3 - Serial Number 3
September 2015
Pages 531-552

Files

Share

How to cite

Statistics