Understanding Mobile Banking Usage: An Integrative Perspective

Abstract

Increasingly, smartphones and mobile commerce are changing consumer transaction behaviors and shifting the ways in which users interact with business. Similarly, the banking and financial industry is now empowered by FinTech applications to improve their consumer experience and banking services to solidify the role for mobile banking (MB) for years to come. In this study, we are taking an integrated approach by combining two IT adoption models: UTAUT and IS Success, and using both subjective and objective measures for mobile banking usage. Our regression results for a sample of 472 bank users in a mid-size US bank find a strong support for satisfaction, objective actual use, and loyalty but not for subjective actual use. These results provide interesting implications for both IS adoption theory and banking institutions for improving satisfaction and use of MB.