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Determinants of Customer’ Intention to Use M-Banking Apps: A Cross-Nation Study

Yıl 2020, Cilt: 15 Sayı: 2, 411 - 436, 01.08.2020
https://doi.org/10.17153/oguiibf.549422

Öz

The purpose of this paper is to investigate the factors affecting on customers’ attitude and intention to continually use m-banking application(s). All constructs of the technology acceptance model and theory of planned behaviour are studied. Further, perceived value, trust, image and compatibility are also included to predict attitude. A conceptual model is presented, which is empirically tested with 466 respondents from Turkey and England. The data were analyzed using structural equation modelling (LISREL) and multi-group analysis. The results of the paper show that predictors of attitude, including perceived usefulness, trust and compatibility are significant. The paper found for the positive effect of perceived behavioral control, attitudes and subjective norms towards intention to continually use m-banking apps. Significant differences between sample of Turkey and England were found to affect subjective norms on continuous use intention.  

Kaynakça

  • Aboelmaged, Mohamed Gamal; Gebba, Tarek R. (2013), "Mobile Banking Adoption: An Examination of Technology Acceptance Model and Theory of Planned Behavior", International Journal of Business Research and Development, Vol:2, No:1, pp.35-50.
  • Ajzen, Icek, (1985), "From Intentions to Actions: A Theory of Planned Behavior", Action Control, From Cognition to Behaviour, Julius, KUHL ve Jürgen, BECKMAN, (Ed.), Springer Verlag Berlin Heidelberg, pp. 11-39.
  • Ajzen, Icek, (1991), "The Theory of Planned Behavior", Organizational Behavior and Human Decision Processes, Vol:50, pp.179-211.
  • Ajzen, Icek, (2005), Attitudes, Personality and Behavior, Open University Press, Second Edition, England.
  • Barnes, Stuart J.; Corbitt, Brian, (2003), "Mobile Banking: Concept and Potential", International Journal of Mobile Communications, Vol:1, No:3, pp.273-288.
  • Barutçu, Süleyman, (2008), "Mobil Pazarlama", Güncel Pazarlama Yaklaşımlarından Seçmeler, İnci, VARİNLİ ve Kahraman, ÇATI, (Ed.), Detay Yayıncılık, Ankara, ss.259-285.
  • Black, Nancy Jo; Lockett, Andy; Ennew, Christine; Winklhofer, Heidi; Mckechnie, Sally, (2001), "Modelling Consumer Choice of Distribution Channels: An Illustration from Financial Services", International Journal of Bank Marketing, Vol:20, No:4, pp.161-173.
  • Brown, S.A.; Massey, A.P.; Montoya-Weiss, M.M.; Burkman, J. R. (2002), "Do I Really Have to? User Acceptance of Mandated Technology", European Journal of Information Systems, Vol:11, No:4, pp.283-295.
  • Chen, Chun-Der; Fan, Yi-Wen; Farn, Cheng-Kiang, (2007), "Predicting Electronic Toll Collection Service Adoption: An Integration of the Technology Acceptance Model and the Theory of Planned Behavior", Transportation Research, Vol:15, No:5, pp.300-311.
  • Cheng, T.C. Edwin; Lam David Y.C.; Yeung, Andy C.L. (2006), "Adoption of Internet Banking: An Empirical Study in Hong Kong", Decision Support Systems, Vol:42, pp. 1558–1572.
  • Cheung, Gordon W.; Rensvold, Roger B. (2002), "Evaluating Goodness of Fit Indexes for Testing Measurement Invariance", Structurel Equation Modeling, Vol:9, No:2, pp.233-255.
  • Chiu, Yu-Bin; Lin, Chieh-Peng; Tang, Ling-Lang, (2005), "Gender Differs: Assessing a Model of Online Purchase Intentions in E-tail Service", International Journal of Service Industry Management, Vol:16, No:5, pp.416–435.
  • Davis, Fred D., Bagozzi, Richard P.; Warshaw, Paul R. (1989), "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models", Management Science, Vol:35, No:8, pp.982-1003.
  • Doğan, Murat; Şen, Rana; Yılmaz, Veysel, (2015), "İnternet Bankacılığına İlişkin Davranışların Planlanmış Davranış Teorisi ve Teknoloji Kabul Modeli Kullanılarak Önerilen Bir Yapısal Eşitlik Modeliyle İncelenmesi", Uşak Üniversitesi Sosyal Bilimler Dergisi, Sayı:22, ss.1-22.
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  • Fu, Jen-Ruei; Farn, Cheng-Kiang; Chao, Wen-Pin, (2006), "Acceptance of Electronic Tax Filing: A Study of Taxpayer Intentions", Information & Management, Vol:43, No:1, pp.109-126.
  • Gallarza, Martina G.; Saura, Irene Gil, (2006), "Value Dimensions, Perceived Value, Satisfaction and Loyalty: An Investigation of University Students’ Travel Behaviour", Tourism Management, Vol:27, pp.437–452.
  • Gefen, David; Karahanna, Elena; Straub, Detmar W. (2003), "Trust and TAM in Online Shopping: An Integrated Model", MIS Quarterly, Vol:27, No:1, pp.51-90.
  • Gefen, David; Benbasat, Izak; Pavlou, Paul A. (2008), "A Research Agenda for Trust in Online Environment", Journal of Management Information Systems, Vol:24, No:4, pp.275-286.
  • Gu, Ja-Chul; Lee, Sang-Chul; Suh, Yung-Ho, (2009), "Determinants of Behavioral Intention to Mobile Banking", Expert Systems with Applications, Vol:36, pp. 11605-11616.
  • Guriting, Petrus; and Ndubisi; Nelson Oly, (2006), "Borneo Online Banking: Evaluating Customer Perceptions and Behavioral Intention", Management Research News, Vol:29, No:1/2, pp.6-15.
  • Hair, Joseph F.; BLACK, William C.; Babin, Baryy J.; Anderson, Rolph E. (2010), Multivariate Data Analysis, Seventh Edition, Prentice Hall, NewYork.
  • Hanafizadeh, Payam; Behboudi, Mehdi; Koshksaray, Amir Abedini; Tabar, Marziyeh Jalilvand Shirkhani, (2014), "Mobile-Banking Adoption by Iranian Bank Clients", Telematics and Informatics, Vol:31, No:1, pp.62-78.
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  • Karahanna, Elena; Straub, Detmar W.; Chervany, Norman L. (1999), "Information Technology Adoption Across Time: A Cross-Sectional Comparison of Pre-Adoption and Post-Adoption Beliefs", MIS Quarterly, Vol:23, No:2, pp.183-213.
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Tüketicilerin Mobil Bankacılık Uygulamalarını Kullanma Niyetini Etkileyen Faktörler: Uluslararası Bir Karşılaştırma

Yıl 2020, Cilt: 15 Sayı: 2, 411 - 436, 01.08.2020
https://doi.org/10.17153/oguiibf.549422

Öz

Bu çalışmanın amacı, tüketicilerin mobil bankacılık uygulamalarına yönelik tutumları ve sürekli kullanma niyetleri üzerinde etkili olan unsurların ortaya çıkarılmasıdır. Bu kapsamda teknoloji kabul modeli ve planlı davranış teorisinde yer alan değişkenler ele alınmıştır. Ayrıca tutumun tahmin edilmesinde algılanan değer, güven, imaj ve uyumluluk değişkenleride araştırmaya dâhil edilmiştir. Türkiye ve İngiltere'den 466 katılımcı ile ampirik olarak test edilen kavramsal bir model sunulmuştur. Veriler yapısal eşitlik modellemesi ve çoklu grup analizi kullanılarak değerlendirilmiştir. Araştırmadan elde edilen sonuçlar tutum üzerinde algılanan fayda, güven ve uyumluluğun anlamlı etkisi olduğunu ortaya koymaktadır. Mobil bankacılık uygulamalarını sürekli kullanma niyeti üzerinde de subjektif norm, tutum ve algılanan davranışsal kontrolün pozitif yönlü etkisi olduğu bulunmuştur. Türkiye ve İngiltere örneklemi açısından subjektif normun sürekli kullanma niyeti üzerindeki etkisi farklılaşmaktadır.

Kaynakça

  • Aboelmaged, Mohamed Gamal; Gebba, Tarek R. (2013), "Mobile Banking Adoption: An Examination of Technology Acceptance Model and Theory of Planned Behavior", International Journal of Business Research and Development, Vol:2, No:1, pp.35-50.
  • Ajzen, Icek, (1985), "From Intentions to Actions: A Theory of Planned Behavior", Action Control, From Cognition to Behaviour, Julius, KUHL ve Jürgen, BECKMAN, (Ed.), Springer Verlag Berlin Heidelberg, pp. 11-39.
  • Ajzen, Icek, (1991), "The Theory of Planned Behavior", Organizational Behavior and Human Decision Processes, Vol:50, pp.179-211.
  • Ajzen, Icek, (2005), Attitudes, Personality and Behavior, Open University Press, Second Edition, England.
  • Barnes, Stuart J.; Corbitt, Brian, (2003), "Mobile Banking: Concept and Potential", International Journal of Mobile Communications, Vol:1, No:3, pp.273-288.
  • Barutçu, Süleyman, (2008), "Mobil Pazarlama", Güncel Pazarlama Yaklaşımlarından Seçmeler, İnci, VARİNLİ ve Kahraman, ÇATI, (Ed.), Detay Yayıncılık, Ankara, ss.259-285.
  • Black, Nancy Jo; Lockett, Andy; Ennew, Christine; Winklhofer, Heidi; Mckechnie, Sally, (2001), "Modelling Consumer Choice of Distribution Channels: An Illustration from Financial Services", International Journal of Bank Marketing, Vol:20, No:4, pp.161-173.
  • Brown, S.A.; Massey, A.P.; Montoya-Weiss, M.M.; Burkman, J. R. (2002), "Do I Really Have to? User Acceptance of Mandated Technology", European Journal of Information Systems, Vol:11, No:4, pp.283-295.
  • Chen, Chun-Der; Fan, Yi-Wen; Farn, Cheng-Kiang, (2007), "Predicting Electronic Toll Collection Service Adoption: An Integration of the Technology Acceptance Model and the Theory of Planned Behavior", Transportation Research, Vol:15, No:5, pp.300-311.
  • Cheng, T.C. Edwin; Lam David Y.C.; Yeung, Andy C.L. (2006), "Adoption of Internet Banking: An Empirical Study in Hong Kong", Decision Support Systems, Vol:42, pp. 1558–1572.
  • Cheung, Gordon W.; Rensvold, Roger B. (2002), "Evaluating Goodness of Fit Indexes for Testing Measurement Invariance", Structurel Equation Modeling, Vol:9, No:2, pp.233-255.
  • Chiu, Yu-Bin; Lin, Chieh-Peng; Tang, Ling-Lang, (2005), "Gender Differs: Assessing a Model of Online Purchase Intentions in E-tail Service", International Journal of Service Industry Management, Vol:16, No:5, pp.416–435.
  • Davis, Fred D., Bagozzi, Richard P.; Warshaw, Paul R. (1989), "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models", Management Science, Vol:35, No:8, pp.982-1003.
  • Doğan, Murat; Şen, Rana; Yılmaz, Veysel, (2015), "İnternet Bankacılığına İlişkin Davranışların Planlanmış Davranış Teorisi ve Teknoloji Kabul Modeli Kullanılarak Önerilen Bir Yapısal Eşitlik Modeliyle İncelenmesi", Uşak Üniversitesi Sosyal Bilimler Dergisi, Sayı:22, ss.1-22.
  • Fishbein, Martin; Ajzen, Icek, (1975), Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research, Addison-Wesley Publishing, Canada.
  • Fu, Jen-Ruei; Farn, Cheng-Kiang; Chao, Wen-Pin, (2006), "Acceptance of Electronic Tax Filing: A Study of Taxpayer Intentions", Information & Management, Vol:43, No:1, pp.109-126.
  • Gallarza, Martina G.; Saura, Irene Gil, (2006), "Value Dimensions, Perceived Value, Satisfaction and Loyalty: An Investigation of University Students’ Travel Behaviour", Tourism Management, Vol:27, pp.437–452.
  • Gefen, David; Karahanna, Elena; Straub, Detmar W. (2003), "Trust and TAM in Online Shopping: An Integrated Model", MIS Quarterly, Vol:27, No:1, pp.51-90.
  • Gefen, David; Benbasat, Izak; Pavlou, Paul A. (2008), "A Research Agenda for Trust in Online Environment", Journal of Management Information Systems, Vol:24, No:4, pp.275-286.
  • Gu, Ja-Chul; Lee, Sang-Chul; Suh, Yung-Ho, (2009), "Determinants of Behavioral Intention to Mobile Banking", Expert Systems with Applications, Vol:36, pp. 11605-11616.
  • Guriting, Petrus; and Ndubisi; Nelson Oly, (2006), "Borneo Online Banking: Evaluating Customer Perceptions and Behavioral Intention", Management Research News, Vol:29, No:1/2, pp.6-15.
  • Hair, Joseph F.; BLACK, William C.; Babin, Baryy J.; Anderson, Rolph E. (2010), Multivariate Data Analysis, Seventh Edition, Prentice Hall, NewYork.
  • Hanafizadeh, Payam; Behboudi, Mehdi; Koshksaray, Amir Abedini; Tabar, Marziyeh Jalilvand Shirkhani, (2014), "Mobile-Banking Adoption by Iranian Bank Clients", Telematics and Informatics, Vol:31, No:1, pp.62-78.
  • https://www.bba.org.uk/news/reports/an-app-etite-for-banking/#.WiqJq1Vl-po (Erişim: 12.11.2017)
  • https://www.ingbank.com.tr/F/Documents/pdf/Basin_Odasi/2014/INGBank_DijitalCagArastirmasi_26092014.docx.pdf (Erişim: 11.11.2017)
  • https://www.tbb.org.tr/tr/banka-ve-sektor-bilgileri/istatistiki-raporlar/Dijital,_ Internet_ ve_Mobil_Bankacilik_Istatistikleri/3671 (Erişim: 03.02.2018)
  • Ilie, Virginia; Slyke, Craig Van; Green, Gina; Lou, Hao, (2005), "Gender Differences in Perceptions and Use Communication Technologies: A Diffusion of Innovation Approach", Information Resources Management Journal, Vol:18, No:3, pp.13–31.
  • Jarvenpaa, Sirkka L.; Tractinsky, Noam; Vitale, Michael, (2000), "Costumer Trust in An Internet Store", Information Technology and Management, Vol:1, pp.45–71.
  • Karahanna, Elena; Straub, Detmar W.; Chervany, Norman L. (1999), "Information Technology Adoption Across Time: A Cross-Sectional Comparison of Pre-Adoption and Post-Adoption Beliefs", MIS Quarterly, Vol:23, No:2, pp.183-213.
  • Khalifa, Mohamed; Shen, Kathy Ning, (2008), "Explaining the Adoption of Transactional B2C Mobile Commerce", Journal of Enterprise Information Management, Vol:21, No:2, pp.110-124.
  • Khraim, Hamza Salim; Al Shoubaki, Younes Ellyan; Khraim, Aymen Salim, (2011), "Factors Affecting Jordanian Consumers’ Adoption of Mobile Banking Services", International Journal of Business and Social Science, Vol:2, No:20, pp.96-105.
  • Kim, Gimun; Shin, BongSik; Lee, Ho Geun, (2009), "Understanding Dynamics Between Initial Trust and Usage Intentions of Mobile Banking", Information Systems Journal, Vol:19, No:3, pp.283–311.
  • Kim, Hee-Woong; Chan, Hock Chuan; Gupta, Sumeet, (2007), "Value-Based Adoption of Mobile Internet: An Empirical Inverstigation", Decision Support Systems, Vol:43, pp.111-126.
  • Kline, Rex B., (2011), Principles and Practice of Structural Equation Modeling, Third Edition, The Guilford Press, London.
  • Koenig-Lewis, Nicole; Palmer, Adrian; Moll, Alexander, (2010), "Predicting Young Consemers’ Take Up of Mobile Banking Services", International Journal of Bank Marketing, Vol:28, No:5, pp.410-432.
  • Lai, Jung-Yu; Yang, Chun-Chieh, (2009), "Effects of Employees’ Perceived Dependability on Success of Enterprise Applications in E-business", Industrial Marketing Management, Vol:38, pp.263-274.
  • Li, Dahui; Browne, Glenn J.; Chau, Patrick Y. K. (2006), "An Empirical Investigation of Web Site Use Using a Commitment-Based Model", Decision Sciences, Vol:37, No:3, pp.427-444.
  • Liao, Checken; Chen, Jain-Liang; Yen, David C. (2007), "Theory of Planning Behavior (TPB) and Customer Satisfaction in the Continued Use of E-service: An Integrated Model", Computers in Human Behavior, Vol:23 No:6, pp. 2804-2822.
  • Lim, Kai H.; Sia, Choon Ling; Lee, Matthew K. O.; Benbasat, Izak, (2006), "Do I Trust You Online, and If So, Will I Buy? An Empirical Study of Two Trust-Building Strategies", Journal of Management Information Systems, Vol:23, No:2, pp.233-266.
  • Lin, Hsiu-Fen, (2011), "An Empirical Investigation of Mobile Banking Adoption: The Effect of Innovation Attributes and Knowledge-Based Trust", International Journal of Information Management, Vol:31, pp.252-260.
  • Luarn, Pin; Lin, Hsin-Hui, (2005), "Toward an Understanding of The Behavioral Intention to Use Mobile Banking", Computers in Human Behavior, Vol:21, pp.873-891.
  • Mcknight, D. Harrison; Choudhury, Vivek; Kacmar, Charles, (2002), "Developing and Validating Trust Measures for E-Commerce: An Integrative Typology", Information Systems Research, Vol:13, No:3, pp.334-359.
  • Moore, Gary C.; Benhasat, Izak, (1991), "Development of An Instrument to Measure the Perceptions of Adopting An Information Technology Innovation", Information System Research, Vol:2, No:3, pp.192-222.
  • Öncül, Mehmet Sadık; Deniz, Mehmet; İnce, Ali Rıza, (2016), "Hofstede’nin Örgüt Kültürü Modelinin Potansiyel Girişimcilerin Yetiştiği Çevresel Özellikler Kapsamında Değerlendirilmesi", Akademik Yaklaşımlar Dergisi, Cilt: 7, Sayı: 1, ss. 255-269.
  • Pavlou, Paul A.; Fygenson, Mendel, (2006), "Understanding and Predicting Electronic Commerce Adoption: An Extension of the Theory of Planned Behavior", MIS Quarterly, Vol:30, No:1, pp.115-143.
  • Pedersen, Per E., (2005), "Adoption of Mobile Internet Services: An Exploratory Study of Mobile Commerce Early Adopters", Journal of Organizational Computing, Vol:15, No:3, pp.203-222.
  • Puschel, Julio; Mazzon, Jose Afonso; Hernandez, Jose Mauro, C. (2010), "Mobile Banking: Proposition of An Integrated Adoption Intention Framework", International Journal of Bank Marketing, Vol:28, No:5, pp.389-409.
  • Ramayah, Thurasamy; Ignatius, Joshua; Aafaqi, Bushra, (2005), "PC Usage Among Students in a Private Institution of Higher Learning: The Moderating Role of Prior Experience", Jurnal Pendidik dan Pendidikan, Vol:20, pp.131–152.
  • Riquelme, Hernan E.; Rios, Rosa E. (2010), "The Moderating Effect of Gender in the Adoption of Mobile Banking", International Journal of Bank Marketing, Vol:28, Iss:5, pp.328–341.
  • Rogers, Everett M., (1983), Diffusion of Innovation, Third Edition, Macmillan Publishing Co., New York.
  • Shaikh, Aijaz A.; Karjaluoto, Heikki, (2015), "Mobile Banking Adoption: A Literature Review", Telematics and Informatics, Vol:32, pp.129-142.
  • Shim, Soyeon; Eastlick, Mary Ann; Lotz, Sherry L.; Warrington, Patricia, (2001), "An Online Prepurchase Intentions Model: The Role of Intention to Search", Journal of Retailing, Vol:77, pp.397-416.
  • Sirdeshmukh, Deepak; Singh, Jagdip; Sabol, Barry, (2002), "Consumer Trust, Value, and Loyalty in Relational Exchanges", Journal of Marketing, Vol:66, pp.15-37.
  • Şıker, Perihan, (2011), "Müşterilerin İnternet Bankacılığını Benimsemelerine Yönelik Keşifsel Bir Araştırma", İnternet Uygulamaları ve Yönetimi Dergisi, Sayı:2, ss.35-50.
  • Şimşek, Ömer Faruk, (2007), Yapısal Eşitlik Modellemesine Giriş: Temel İlkeler ve LISREL Uygulamaları, Ekinoks Yayınları, Ankara.
  • Taylor, Shirley; Todd, Peter A. (1995a), "Understanding Information Technology Usage: A Test of Competing Models", Information Systems Research, Vol:6, No:2, pp.144-176.
  • Tiwari, Rajnish; Buse, Stephan; Herstatt, Cornelius, (2007), "Mobile Services in Banking Sector: The Role of Innovative Business Solutions in Generating Competitive Advantage", Proceeding of the International Research Conference on Quality, Innovation and Knowledge Management, New Delhi, pp.886-894.
  • Tung, Feng-Cheng; Chang, Su-Chao; Chou, Chi-Min, (2008), "An Extension of Trust and TAM Model with IDT in the Adoption of the Electronic Logistics Information System in HIS in the Medical Industry", International Journal of Medical Informatics, Vol:77, No:5, pp.324-335.
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  • Wang, Yi-Shun; Lin, Hsin-Hui; Luarn, Pin, (2006), "Predicting Consumer Intention to Use Mobile Service", Information Systems Journal, Vol:16, pp. 157–179.
  • Wu, Amery D., Li, Zhen; Zumbo, Bruno D. (2007), "Decoding the Meaning of Factorial Invariance and Updating the Practice of Multi-group Analysis: A Demonstration With TIMSS Data", Practical Assessment, Research & Evaluation, Vol:12, No:3, pp.1-26.
  • Wu, Ing-Long; Chen, Jian-Liang, (2005), "An Extension of Trust and TAM Model with TPB in the Initial Adoption of on-line Tax: An Empirical Study", International Journal of Human-Computer Studies, Vol:62, No:6, No:784-808.
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  • Wu, Meimei; Jayawardhena, Chanaka; Hamilton, Robert, (2014), "A Comprehensive Examination of Internet Banking User Behaviour: Evidence From Customers yet to Adopt, Currently Using and Stopped Using", Journal of Marketing Management, Vol:30, Iss:9-10, pp.1006-1038.
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  • Zandhessami, Hessam; Geranmayeh, Parisa, (2014), "Determinants of User Acceptance of Internet Banking: An Empirical Study", Management Science Letters, Vol:4, pp.1369-1374.
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  • Zhou, Tao; Lu, Yaobin; Wang, Bin, (2010), "Integrating TTF and UTAUT to Explain Mobile Banking User Adoption", Computers in Human Behavior, Vol:26, pp.760-767.
Toplam 72 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Cevat Söylemez 0000-0002-5373-2913

Ercan Taşkın 0000-0001-8499-1013

Yayımlanma Tarihi 1 Ağustos 2020
Gönderilme Tarihi 4 Nisan 2019
Yayımlandığı Sayı Yıl 2020 Cilt: 15 Sayı: 2

Kaynak Göster

APA Söylemez, C., & Taşkın, E. (2020). Tüketicilerin Mobil Bankacılık Uygulamalarını Kullanma Niyetini Etkileyen Faktörler: Uluslararası Bir Karşılaştırma. Eskişehir Osmangazi Üniversitesi İktisadi Ve İdari Bilimler Dergisi, 15(2), 411-436. https://doi.org/10.17153/oguiibf.549422