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Measuring the post-adoption customer perception of mobile banking services
1Department of International Business, Southern Taiwan University, Tainan County, Taiwan, Republic of China. yutk@mail.stut.edu.tw
Summary
This study introduces a reliable measurement model for assessing user perception of mobile banking services. The validated 21-item, 6-factor instrument helps banks understand postadoption user experience.
Area of Science:
- Financial Technology
- Information Systems
- Consumer Behavior
Background:
- Financial markets are liberalizing and globalizing, increasing competition for banks.
- Technological advancements, particularly in IT, are pressuring banks to improve service quality and administrative efficiency.
- Mobile banking adoption is often perceived as solely technology-driven, overlooking user perception.
Purpose of the Study:
- To develop and validate a robust measurement model for postadoption user perception of mobile banking services.
- To provide banks with a reliable tool to assess user satisfaction and identify areas for improvement in mobile banking platforms.
Main Methods:
- A quantitative approach was used, collecting data from 458 valid responses from mobile banking users.
- A measurement instrument consisting of 21 items across 6 factors was developed and validated.
Main Results:
- The developed instrument demonstrated high reliability, validity, and utility for measuring postadoption perceptions.
- The 6-factor, 21-item model provides a comprehensive framework for assessing user experience with mobile banking.
Conclusions:
- The validated measurement model is effective for evaluating user perceptions of mobile banking services.
- Understanding postadoption user perception is crucial for banks to enhance service quality and competitiveness in the digital age.
