Knowledge Economy Studies

Designing a Framework of Determinants for Users’ Continuous Use of Mobile Banking: A Qualitative Study

Document Type : Original Article

Authors

Shahnaz Akbari Emami 1
Najme Najmi 2

1 Assistant Professor, Department of Management, Faculty of Humanities, Hazrat Masoumeh University, Qom, Iran.

2 MSc in E-Commerce, Hazrat-e Masoumeh University, Qom, Iran.

https://doi.org/10.22034/kes.2024.2040839.1011
Abstract
While the intention to adopt mobile banking services (m-banking) has been extensively studied, the factors influencing continuous use of m-banking services post-adoption remain relatively underexplored. Employing a qualitative approach, this study aims to develop a comprehensive framework for understanding sustained mobile banking usage determinants. Data were collected through open and in-depth interviews with 10 experts and specialists in the field of information technology and analyzed using a phenomenological approach. The results were categorized into three main dimensions: organizational, environmental, and individual factors. The organizational dimension encompasses 15 factors, including performance / service quality, information quality, aesthetic design, user compatibility, human interactive features, confidentiality assurance/ privacy protection, system integration, authenticity, reducing interactive costs, security measures/ security of banking apps, ease of use, reputation / organizational credibility, customer support, secure authentication, and customization. The environmental dimension comprises four factors, including cultural context and social distance, economic development, education and digital literacy, and technological development. The individual user dimension identifies 12 factors such as such as perceived service value, user trust, satisfaction, perceived self-efficacy, previous experience, subjective norms, attitudes, digital resilience, and adaptability to technological changes.

Keywords

Adoption Intention
Continuous Use
Mobile Banking

Subjects

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Knowledge Economy Studies
Volume 1, Issue 1
April 2024
Pages 201-215

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