RT info:eu-repo/semantics/article
T1 Customers' predisposition to use mobile banking: resource's availability is decisive
A1 Prodanova, Jana
A1 San Martín Gutiérrez, Sonia
A1 Jiménez Torres, Nadia Huitzilin
K1 Mobile banking
K1 M-Banking
K1 Resources
K1 Inadequacies
K1 Resource-based Theory
K1 RBT
K1 Ubiquity
K1 Satisfaction
K1 Permission-based marketing
K1 Word-of-mouth
K1 WOM
K1 Perceptions
K1 M-Commerce
K1 U-Commerce
K1 Banca telefónica
K1 Home banking services
K1 Satisfacción del cliente
K1 Consumer satisfaction
AB The mobile banking channel, although thriving, has been characterised by features such as lack of information or difficult accessibility to direct advice in the mobile communication between clients and banks, making clients' use of mobile banking services challenging. The failure of mobile banking to provide some traditional banking services is considered a shortage, further leaving negative consequences on mobile banking usage. Thus, in the attempt to understand and mitigate these negative effects, with data from 1,429 actual mobile banking clients, this study identifies the adverse influence of the mobile banking inadequacies on clients' satisfaction, permission-based mobile marketing tendencies and word-of-mouth. With the idea to overcome the limitations to the mobile banking use, two groups of clients were distinguished, recognising that positive or negative relations are stimulated in accordance with clients' perception of the importance of ubiquity, as the unique mobile banking attribute.
PB Inderscience
SN 1470-949X
YR 2023
FD 2023-02
LK http://hdl.handle.net/10259/9766
UL http://hdl.handle.net/10259/9766
LA eng
DS Repositorio Institucional de la Universidad de Burgos
RD 12-dic-2024