The effects of customers' mobile experience and technical support on the intention to use mobile banking.
While mobile banking has become an integral part of banking activities, it has also caused systems-related stress and consequent distrust among mobile banking users. This study looks into the phenomenon of technology adoption for mobile banking users and identifies potential factors that nurture positive intentions toward mobile banking usage. It examines the effects of a customer's mobile experience and technical support on mobile banking acceptance and explains how some variables affect this intention. After a literature review, the method of empirical analysis using a structured questionnaire is developed. Hierarchical Moderated Regression Analyses (HMRA) is used to examine the model. We find that mobile experience and technical support tend to strengthen the relationship between technological characteristics and a customer's intention to use the mobile technology.
Chung
Namho
N
College of Hotel & Tourism Management, Kyung Hee University, Seoul, Korea.
Kwon
Soon Jae
SJ
D001292:Attitude to Computers; D040421:Cell Phone / Q000706:statistics & numerical data*; D016494:Computer Security; D034201:Computers, Handheld / Q000706:statistics & numerical data; D003258:Consumer Behavior; D005376:Financial Management / Q000706:statistics & numerical data*; D006801:Humans; D033182:Intention; D020407:Internet / Q000706:statistics & numerical data; D018803:Models, Economic; D008960:Models, Psychological; D012016:Reference Values; D011795:Surveys and Questionnaires