Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation

•The study examines the factors influencing intention to use and satisfaction, in turn actual usage of Mobile banking in Oman.•The study uses extended D&M IS success model as a basic model.•The research model has been tested by adopting the empirical methodology based on an online survey questio...

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Bibliographic Details
Published in:International journal of information management 2019-02, Vol.44, p.65-75
Main Authors: Sharma, Sujeet Kumar, Sharma, Manisha
Format: Article
Language:eng
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Summary:•The study examines the factors influencing intention to use and satisfaction, in turn actual usage of Mobile banking in Oman.•The study uses extended D&M IS success model as a basic model.•The research model has been tested by adopting the empirical methodology based on an online survey questionnaire of 227 Omani residents.•This study employed a two-stage analytical approach by merging structural equation modeling and neural network analysis.•All the hypotheses except for system quality on intention to use and satisfaction towards mobile banking were found significant. Mobile banking (m-banking) has emerged dynamically over the years due to consumers' increased use of mobile technologies, their ever-growing lifestyle choices and also the several different economic factors. This paper proposes a new research model by extending the DeLone & McLean information systems (D&M IS) success model to understand users’ actual usage of m-banking. The research model was tested and validated using data collected by survey from 227 Omani residents. This study employed a two-staged analytical approach by combining structural equation modeling and neural network analysis. The results divulge that satisfaction and intention to use stand as two important precedents of actual usage, and the satisfaction also mediates the relationship between service quality, information quality and trust with intention to use m-banking and negates with that of system quality. We have provided the theoretical as well as practical implications of the findings.
ISSN:0268-4012
1873-4707