Understanding the individual performance of m-banking

Research output: ThesisDoctoral Thesis

Abstract

Fast advances in mobile technologies and devices have made m-banking increasingly important in mobile commerce and financial services. Although much research has been developed in this field, most of the academic literature until now has focused on m-banking adoption rather than on assessing the impact on individual performance in the post-adoption phase. This dissertation fills this gap in the literature through the analysis of the individual performance. The task-technology fit (TTF) theory and the DeLone & McLean IS Success model ground the current research’s conceptual model for assessing the m-banking individual performance at individual level. With this dissertation we contribute to a better understanding of the m-banking and individual performance in the post-adoption stage. To this end we developed four empirical studies. In Chapter 2 is a review of literature of m-banking and individual performance. This chapter assembles this diverse body of knowledge into a coherent whole. The present review indicates that the topics of m-banking adoption and behavioural intention dominate the majority of research, but finds no studies on post-adoption and use stage. Moreover, the two most significant drivers of intentions to adopt m-banking are perceived ease of use and perceived usefulness. Considering several m-banking definitions and the technological changes over time, we propose a new, broader definition. In Chapter 3 we empirically tested in Portugal the task-technology fit (TTF) model to study the determinants of m-banking for individual performance and to discover if there are any age or gender differences. The results reveal that TTF and use ii are important precedents of individual performance. We found statistically significant differences in path TTF and use to performance impact for the age subsample, and not statistically significant differences for the gender subsample. In Chapter 4 we propose a model combining the TTF model and DeLone & McLean IS success model to evaluate the impact of m-banking on individual performance. The empirical approach is based on an online survey questionnaire of 233 individuals. The results reveal that usage and user satisfaction are important precedents of individual performance, and the importance of the moderate effects of TTF over usage to individual performance. The system quality, information quality, and service quality positively affect user satisfaction. In Chapter 5 we show the relevance of the relationship between culture and individual performance in the m-banking context. The individual performance (efficiency and effectiveness of performing banking tasks) becomes a source of retention and attraction of potential adopters of m-banking service. We apply the DeLone & McLean IS success model and two of Hall’s cross-cultural dimension scales of high-low context and monochromic-polychronic time perception. Understanding the importance of the culture effects on individual performance can positively influence service providers, so as to develop strategies that lead to continued use and user satisfaction of the service. We find that system quality, information quality, and service quality play important roles in user satisfaction, and influence its use and individual performance. Additionally, we test the relevance of the moderating effect of time perception over the use and user satisfaction to individual performance. In Chapter 6 we show evidence on the influence of culture on m-banking use and individual performance, using a combination of the task-technology fit model and iii two of Hofstede’s cross-cultural dimension scales: uncertainty avoidance and individualism. Based on a sample of 204 m-banking users, we show that individualism moderates the relationship between TTF and use, and uncertainty avoidance moderates the relationship between TTF and individual performance. The remaining constructs, which represent the core of the TTF model, can still empirically explain the TTF, use, and individual performance of m-banking. Strategies grounded in these factors are suggested for m-banking service providers to better attract and retain users. In this dissertation, in epistemological terms, we adopted a posture characteristic of positivism. With regard to research methodologies we used the deductive method. The contextualist theory was applied to organize our proposed research model.
Original languageEnglish
QualificationDoctor of Philosophy
Awarding Institution
  • NOVA Information Management School (NOVA IMS)
Supervisors/Advisors
  • Oliveira, Tiago, Supervisor
Award date16 Sep 2016
Publication statusPublished - 16 Sep 2016

Keywords

  • Mobile banking (m-banking)
  • Task-technology fit (TTF)
  • Information systems success model
  • Use
  • Individual performance

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