۱- Introduction

۲- Literature review

۳- Conceptual model and hypotheses development

۴- Methodology

۵- Results

۶- Discussion

۷- Conclusions

References

Abstract

Mobile banking is one of the most promising technologies that has emerged in recent years and could prove to have considerable value to both banks and customers. Thus, this study recognises the need to test the main factors that could predict the use of mobile banking as well as how using such a system could contribute to both customer satisfaction and customer loyalty. The conceptual model of this study combines two models (i.e. UTAUT2 and the D&M IS Success Model). A questionnaire survey was conducted to collect the required data from convenience sampling of Saudi bank customers. The main factors – performance expectancy, price value, facilitating conditions, hedonic motivation, habit, system quality and service quality – were found to have a significant impact on actual use behaviour. This study was cross-sectional, therefore future studies should implement longitudinal studies in order to re-collect the findings. Further, this study adopted convenience sampling of Saudi M-Banking users. This may adversely impact the issue of generalisability to the whole population. The gap in the M-Banking literature in Saudi Arabia would be bridged by proposing a comprehensive conceptual model that scrupulously clarifies the use of M-Banking from the perspective of Saudi users. Furthermore, this study would consider the adoption of numeric data in order to inferentially analyse them using SEM. This in turn would assist in generalising the findings to the whole Saudi population.

Introduction

The current advancements in the field of mobile technologies have yielded profound modifications and incessant resonating in the use of mobile banking in the financial sector (e.g. Alalwan, Dwivedi, & Rana, 2017; Gupta, 2013; Lin, 2011; Rana, Dwivedi, Lal, Williams, & Clement, 2017; Shaikh & Karjaluoto, 2015; Zhang, Weng, & Zhu, 2018; Zhou, 2012b). M-Banking is an application of m-commerce delivered by financial institutions or banks that permits its users to perform financial transactions remotely by adopting a mobile device like Personal Digital Assistants (PDA), mobile phone or smartphone (Al-Jabri & Sohail, 2012). This service is implemented to make payments such as checking banking accounts, making transactions, and transferring money (Alkhaldi, 2016; Arcand, PromTep, Brun, & Rajaobelina, 2017; Slade, Dwivedi, Piercy, & Williams, 2015; Slade, Williams, Dwivedi, & Piercy, 2015). M-Banking is unique as it has different yet advanced levels of system quality, information quality, and service quality when compared with previous e-banking services such as computers, kiosks, and laptops (Tam & Oliveira, 2017). For instance, having a mobile would enable customers to do banking transactions without the need for physical fixed machines. Thus, M-Banking enables users to connect with the cyber world at any moment and trade simultaneously, and this in turn has changed the ways of using banking services (Aboelmaged & Gebba, 2013).