PACIS 2020 Proceedings

Abstract

Understanding usage of behavior of emerging technologies in banking industry is of great value and importance to both academicians and professionals. M-banking, which is overtaking online banking as per industry reports, appears to be a good example and hence, worthy to investigate. The purpose of this paper is to explore three stages of usage behavior of m-banking, namely, intention to use, system actual use, and continuance intention by employing IT acceptance models. Behavioral intention is examined to find non-linearity relationships in UTAUT using universal equation modeling. While system actual use is explored to disclose not only importance but also performance of IS success model’s factors using important-performance map analysis and continuance intention is studied to reveal the impact of privacy and personalization in a m-banking context. Using an analytical approach to examine usage behavior of m-banking can reveal a strategic value to practice as well as can address a knowledge gap in theory.

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