Abstract

The increased adoption of mobile banking has enabled greater financial access and autonomy. However, this progress masks subtle usability issues that may undermine user outcomes. One such issue is system-induced delay, that is, the lag between user action (e.g., a transaction) and the system’s reflection of updated financial information (e.g., available balance). Although seemingly minor, these delays may disrupt consumers’ cognitive processes and financial planning, particularly when the system’s interface becomes a behavioral guide. Stylized patterns observed in Canada where the share of borrowers carrying credit card balances showed an increasing trend, despite economic growth and increased banking convenience via mobile banking post-2016. This highlights a compelling tension: real-time systems are not always behaviorally “real-time.” This study examines whether and how these usability gaps shape repayment behavior. Anchored in Information Systems and behavioral research, the study investigates whether delays in credit card updates within mobile apps influence users’ repayment decisions. Bridging the human-computer interaction and behavioral IS domains, the research draws on cognitive load theory and IS trust literature to theorize that such delays may impair users’ ability to track balances accurately, erode trust in system reliability, and trigger behavioral shifts such as postponing repayment or misjudging credit availability. The study employs a sequential, multi-method design. Phase one involves an online survey to capture user perceptions of delay and app reliability across banking institutions. Phase two exploits a natural experiment using institution-level variation in system responsiveness, comparing repayment behaviors across two banks with differing update protocols. Phase three features a randomized lab experiment simulating delay exposure, measuring trust, cognitive load (NASA-TLX and HRV), and repayment choices under controlled conditions. Semi-structured interviews complement these phases by offering interpretive depth into user reasoning and routines. This integrated design aligns with established IS methodological pluralism. Beyond the Canadian context, the research can speak to global digital banking infrastructures where update lags persist, highlighting the need for intelligent responsiveness in financial technologies. Theoretically, the study extends understanding of how usability features can exert causal effects on economic behavior. Practically, it offers insight for both policymakers and practitioners. For policymakers, this could strengthen the case for including information timeliness in consumer protection standards, in the banking sector. It could also provide insights for financial institutions aiming to promote responsible user outcomes in intelligent financial systems.

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