NDLI: Antecedents and Impacts of Mobile Banking Transactions: A Case of Malaysian Consumers

Content Provider	IEEE Xplore Digital Library
Author	Masrek, M.N. Razali, M.H.
Copyright Year	2013
Description	Author affiliation: Fac. of Agric., Biotechnol. & Food Sci., Univ. Sultan Zainal Abidin, Kuala Trengganu, Malaysia (Razali, M.H.) \|\| Fac. of Inf. Manage., Univ. Teknol. MARA UiTM, Shah Alam, Malaysia (Masrek, M.N.)
Abstract	Considering that very few studies have actually addressed the aspect of trust with all the three categories of trustee i.e. the retail banks, the mobile telecommunication provider and the mobile telephone in one single study, this study attempts to address this gap. In addition the study also seeks to investigate the impact of mobile banking utilization on satisfaction and loyalty. Adopting a survey research methodology involving 312 of mobile banking consumers in Malaysia, the findings suggest mobile banking utilization is positively correlated to satisfaction. The findings also show that mobile banking satisfaction does have bearing on loyalty. Three groups of antecedents namely the technology trust, trustworthiness and institution-based trust which are hypothesized to have significant influence on mobile banking utilization. The findings reveal that only technology trust and institution-based trust are found to have significant correlation with mobile banking utilizations. The findings of this study should be useful to both practitioners and researchers. As for the banking practitioners, the findings have empirically shown the importance of mobile banking services and its influence towards customer satisfaction.
Starting Page	401
Ending Page	405
File Size	170772
Page Count	5
File Format	PDF
ISBN	9781479927586
DOI	10.1109/ACSAT.2013.85
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2013-12-23
Publisher Place	Malaysia
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Mobile banking Banking Satisfaction Mobile communication Malaysia Mathematical model Indexes Reliability Loyalty Trust Mobile computing
Content Type	Text
Resource Type	Article

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