An empirical examination of the moderating role of age and gender in consumer mobile banking use: a cross-national, quantitative study
Tóm tắt
Despite the benefits of mobile banking services in an increasingly digitised world, adoption rates remain unsatisfactory. The present cross-national study examines age- and gender-dependent variations of consumer intentions and use of mobile banking services.
The study analyses consumer mobile banking use by integrating factors such as with trust, security and privacy and it examines the effects of these factors among two demographic factors including age and gender. 897 Lebanese and British mobile banking users completed a survey. Data was analysed by partial least squares-structural equations modelling.
Consumer behavioural intention was significantly moderated by age through its relationship with facilitating conditions and trust among Lebanese respondents, and performance expectancy, effort expectancy, hedonic motivation, price value and habit among their British counterparts. As for gender, a significant moderating effect was evidenced in the Lebanese, but not the British sample, on the level of performance expectancy, effort expectancy, facilitating conditions, price value and perceived security.
The findings provide evidence of the applicability of the new factors proposed in this research. The reflection of the influence of these demographic factors in a cross-national context provides insights into mobile banking adoption variation between different countries.
Từ khóa
Tài liệu tham khảo
2015, Impact of individualism and collectivism over the individual's technology acceptance behaviour: a multi-group analysis between Pakistan and Turkey, Journal of Enterprise Information Management, 28, 747, 10.1108/JEIM-12-2014-0124
2017, Factors influencing adoption of mobile banking by Jordanian bank customers: extending UTAUT2 with trust, International Journal of Information Management, 37, 99, 10.1016/j.ijinfomgt.2017.01.002
2020, Examining the impact of mobile interactivity on customer engagement in the context of mobile shopping, Journal of Enterprise Information Management, 33, 627, 10.1108/JEIM-07-2019-0194
2020, Digital payment and banking adoption research in Gulf countries: a systematic literature review, International Journal of Information Management, 53, 102
2015, The effect of cultural values on technology adoption in the Arab countries, NNGT International Journal of Information Systems, International Journal of Information Systems, 2, 20
2018, An analysis of the moderating effect of age on smartphone adoption and use in the United Arab Emirates, 20
2018, An examination of the gender gap in smartphone adoption and use in Arab countries: a cross-national study, Computers in Human Behavior, 89, 148, 10.1016/j.chb.2018.07.045
2020, Employees' behavioural intention to smartphone security: a gender-based, cross-national study, Computers in Human Behavior, 104, 106184, 10.1016/j.chb.2019.106184
2008, The adoption of mobile banking in Malaysia: the case of Bank Islam Malaysia Berhad (BIMB), International Journal of Business and Society, 9, 43
2016, Study on the factors of online shopping intention for fresh agricultural products based on UTAUT2
2020, What factors drive the adoption of digital banking? An empirical study from the perspective of Omani retail banking, Journal of Financial Services Marketing, 25, 14
2015, Elderly and internet banking: an application of UTAUT2, Journal of Internet Banking and Commerce, 20, 1
2019, Consumer use of mobile banking (M-Banking) in Saudi Arabia: towards an integrated model, International Journal of Information Management, 44, 38, 10.1016/j.ijinfomgt.2018.09.002
2005, Model of adoption of technology in households: a baseline model test and extension incorporating household life cycle, MIS Quarterly, 29, 399, 10.2307/25148690
2014, Applied Multiple Regression/correlation Analysis for the Behavioral Sciences Translated by
1995, Gender differences in information processing strategies: an empirical test of the selectivity model in advertising response, Journal of Advertising, 24, 41, 10.1080/00913367.1995.10673467
2008, Introduction: the discipline and practice of qualitative research, Handbook of Qualitative Research, 2, 1
2017, Factors affecting the adoption of e-learning systems in Qatar and USA: extending the unified theory of acceptance and use of technology 2 (UTAUT2), Educational Technology Research and Development, 65, 743, 10.1007/s11423-016-9508-8
2007, Identifying cross-channel dissynergies for multichannel service providers, Journal of Service Research, 10, 143, 10.1177/1094670507306683
2018, Mobile-banking adoption: empirical evidence from the banking sector in Pakistan, International Journal of Bank Marketing, 36, 1386, 10.1108/IJBM-10-2017-0215
2003, Predicting e-services adoption: a perceived risk facets perspective, International Journal of Human-Computer Studies, 59, 451, 10.1016/S1071-5819(03)00111-3
2019, Understanding the determinants of mobile banking continuance usage intention, Journal of Enterprise Information Management, 32, 1015, 10.1108/JEIM-10-2018-0237
1997, Gender differences in the perception and use of e-mail: an extension to the technology acceptance model, MIS Quarterly, 21, 389, 10.2307/249720
2003, Trust and TAM in online shopping: an integrated model, MIS Quarterly, 27, 51, 10.2307/30036519
2018, Re-understanding religion and support for gender equality in Arab countries, Gender and Society, 32, 686, 10.1177/0891243218783670
2019, How polities shape support for gender equality and religiosity's impact in Arab countries, European Sociological Review, 35, 299, 10.1093/esr/jcz004
2018, Understanding individual-level digital divide: evidence of an African country, Computers in Human Behavior, 87, 276
2010, Multivariate data analysis 7th edition, Journal of Abnormal Psychology, 87, 49
2014, Partial least squares structural equation modeling (PLS-SEM) an emerging tool in business research, European Business Review, 26, 106, 10.1108/EBR-10-2013-0128
2012, Inhibitors and enablers of public e-services in Lebanon, Journal of Organizational and End User Computing, 24, 45, 10.4018/joeuc.2012070103
2016, Religiosity, hedonism, social Image and e-banking acceptance in Lebanon, Blurring the Boundaries Through Digital Innovation, 187
2020, Does country culture influence consumers' perceptions toward mobile banking? A comparison between Egypt and the United States, Telematics and Informatics, 46, 101
2009, Are men more technology-oriented than women? The role of gender on the development of general computer self-efficacy of college students, AMCIS 2009 Proceedings, 21, 672
2009, The use of partial least squares path modeling in international marketing, New Challenges to International Marketing, 277
2012, PLS-MGA: a non-parametric approach to partial least squares-based multi-group analysis, Challenges at the Interface of Data Analysis, Computer Science, and Optimization, 495, 10.1007/978-3-642-24466-7_50
2003, A critical review of construct indicators and measurement model misspecification in marketing and consumer research, Journal of Consumer Research, 30, 199, 10.1086/376806
2019, What drives customer satisfaction and word of mouth in mobile commerce services? A UTAUT2-based analytical approach, Journal of Enterprise Information Management, 33, 71, 10.1108/JEIM-05-2019-0136
2014, UTAUT model for blended learning: the role of gender and age in the intention to use webinars, Interdisciplinary Journal of E-Learning and Learning Objects, 10, 33
2016, An extended technology acceptance model in behavioral intention toward hotel tablet apps with moderating effects of gender and age, International Journal of Contemporary Hospitality Management, 28, 1535, 10.1108/IJCHM-06-2015-0289
2016, The intentions of Lebanese consumers to adopt mobile banking, International Journal of Bank Marketing, 34, 327, 10.1108/IJBM-03-2015-0025
2007, Innovation resistance among mature consumers, Journal of Consumer Marketing, 24, 419, 10.1108/07363760710834834
2007, How habit limits the predictive power of intention: the case of information systems continuance, MIS Quarterly, 31, 705, 10.2307/25148817
2017, Predicting the acceptance and use of information and communication technology by older adults: an empirical examination of the revised UTAUT2, Computers in Human Behavior, 75, 935, 10.1016/j.chb.2017.06.013
2020, A Review of empirical research on Internet and Mobile banking in developing countries using UTAUT Model during the period 2015 to April 2020, Journal of Internet Banking and Commerce, 25, 1
2003, Internet banking adoption among mature customers: early majority or laggards?, Journal of Services Marketing, 17, 514, 10.1108/08876040310486294
2000, Age differences in technology adoption decisions: implications for a changing work force, Personnel Psychology, 53, 375, 10.1111/j.1744-6570.2000.tb00206.x
2016, Consumer adoption of cloud computing services in Germany: investigation of moderating effects by applying an UTAUT model, International Journal of Marketing Studies, 8, 14, 10.5539/ijms.v8n1p14
2017, Bank adoption of mobile banking: stakeholder perspective, International Journal of Bank Marketing, 35, 1154, 10.1108/IJBM-09-2015-0145
2015, Factors influence consumers' adoption of mobile payment devices in Qatar, International Journal of Mobile Communications, 13, 670, 10.1504/IJMC.2015.072100
2014, Influences of cocreation on brand experience, International Journal of Market Research, 56, 807, 10.2501/IJMR-2014-016
2014, Extending the understanding of mobile banking adoption: when UTAUT meets TTF and ITM, International Journal of Information Management, 34, 689, 10.1016/j.ijinfomgt.2014.06.004
2011, Entertainment as pleasurable and meaningful: identifying hedonic and eudaimonic motivations for entertainment consumption, Journal of Communication, 61, 984, 10.1111/j.1460-2466.2011.01585.x
2010, Internet use intention and adoption among Chinese older adults: from the expanded technology acceptance model perspective, Computers in Human Behavior, 26, 1111, 10.1016/j.chb.2010.03.015
2011, Intention to use digital library based on modified UTAUT model: perspectives of Malaysian postgraduate students, World Academy of Science, Engineering and Technology, 75, 116
2018, Hidden facets of IT projects are revealed only after deployment: the case of French agricultural cooperatives, Information Technology and People, 31, 239, 10.1108/ITP-06-2016-0144
2011, Multigroup analysis in partial least squares (PLS) path modeling: alternative methods and empirical results, Measurement and Research Methods in International Marketing, 195
2014, Exploring the effects of demographic factors, Internet usage and personality traits on Internet addiction in a sample of Italian university students, Computers in Human Behavior, 35, 85
2020, How do electronic word of mouth practices contribute to mobile banking adoption?, Journal of Retailing and Consumer Services, 52, 101
2015, Understanding customer perceptions of internet banking: the case of the UK, Journal of Enterprise Information Management, 28, 622, 10.1108/JEIM-08-2014-0081
2017, A multi-analytical model for mobile banking adoption: a developing country perspective, Review of International Business and Strategy, 27, 133, 10.1108/RIBS-11-2016-0074
2005, Internet Banking–An empirical investigation of a trust and loyalty model for New Zealand banks, Journal of Internet Commerce, 4, 101, 10.1300/J179v04n04_07
2020, Understanding the intention to use mobile banking by existing online banking customers: an empirical study, Journal of Financial Services Marketing, 28, 1
2004, Validation guidelines for IS positivist research, Communications of the Association for Information Systems, 13, 380
2014, Mobile phone banking usage behaviour: an Australian perspective, Australasian Accounting, Business and Finance Journal, 8, 83, 10.14453/aabfj.v8i4.6
2014, The effects of individual differences on e-learning users' behaviour in developing countries: a structural equation model, Computers in Human Behavior, 41, 153, 10.1016/j.chb.2014.09.020
2016, Extending the UTAUT to understand the acceptance and use of internet banking among Lebanese customers: a structural equation modeling approach, Information Technology and People, 29, 830, 10.1108/ITP-02-2014-0034
2020, South African millennials' acceptance and use of retail mobile banking apps: an integrated perspective, Computers in Human Behavior, 89, 106
2000, A longitudinal field investigation of gender differences in individual technology adoption decision-making processes, Organizational Behavior and Human Decision Processes, 83, 33, 10.1006/obhd.2000.2896
2003, User acceptance of information technology: toward a unified view, MIS Quarterly, 27, 425, 10.2307/30036540
2012, Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology, MIS Quarterly, 36, 157, 10.2307/41410412
2016, Unified theory of acceptance and use of technology: a synthesis and the road ahead, Journal of the Association for Information Systems, 17, 328, 10.17705/1jais.00428
2009, Investigating the determinants and age and gender differences in the acceptance of mobile learning, British Journal of Educational Technology, 40, 92, 10.1111/j.1467-8535.2007.00809.x
2015, The unified theory of acceptance and use of technology (UTAUT): a literature review, Journal of Enterprise Information Management, 28, 443, 10.1108/JEIM-09-2014-0088
2008, Parental influence and teens' attitude toward online privacy protection, Journal of Consumer Affairs, 42, 362, 10.1111/j.1745-6606.2008.00113.x
2012, Factors affecting individuals to adopt mobile banking: empirical evidence from the UTAUT model, Journal of Electronic Commerce Research, 13, 104
2018, Examining factors influencing Jordanian customers' intentions and adoption of internet banking: extending UTAUT2 with risk, Journal of Retailing and Consumer Services, 40, 125, 10.1016/j.jretconser.2017.08.026
2019, Uncovering top-ranking factors for mobile apps through a multimethod approach, Journal of Business Research, 101, 668, 10.1016/j.jbusres.2019.01.038
2018, Mobile banking adoption in an emerging economy: an empirical analysis of young Indian consumers, Benchmarking: An International Journal, 25, 743, 10.1108/BIJ-01-2016-0009
2010, A human gut microbial gene catalogue established by metagenomic sequencing, Nature, 464, 59, 10.1038/nature08821
2017, Examining the moderating effect of individual-level cultural values on users' acceptance of E-learning in developing countries: a structural equation modeling of an extended technology acceptance model, Interactive Learning Environments, 25, 306, 10.1080/10494820.2015.1122635