An investigation on the moderating role of users’ self-efficacy and mobile banking satisfaction in Iran
Publish Year: 1394
نوع سند: مقاله ژورنالی
زبان: English
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شناسه ملی سند علمی:
JR_JITM-7-3_004
تاریخ نمایه سازی: 26 بهمن 1400
Abstract:
Mobile banking as a subset of e-banking is one of the newest communication channels between banks and customers. Via m-banking, customers receive services such as checking their bank account balance, transfer of funds, pay bills and etc. However, the rate of m-banking among Iranian users is very low. The purpose of this study is to investigate the moderating role of user’s self-efficacy on m-banking satisfaction. According to the developed research model, information quality, service quality, system quality, reputation and structural assurance are factors that influencing trust and satisfaction of m-banking and users’ self-efficacy moderates this relationship. This study is a quantitative research and a sample of ۲۳۰ Iranian m-banking users has been surveyed. Research hypotheses were tested by structural equation modeling. The results showed that effect of service quality on trust, system quality on trust, system quality on satisfaction, reputation on trust, structural assurance on trust and trust on satisfaction were significant. This study also showed the role of self-efficacy as a moderator between the relationship of service quality, system quality and reputation with trust. Finally, recommendations were proposed for customer satisfaction of m-banking.
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Authors
سید محمدباقر جعفری
Assistant Prof., Faculty of Management and Accounting, College of Farabi, University of Tehran, Iran
علی حمیدی زاده
Assistant Prof., Faculty of Management and Accounting, College of Farabi, University of Tehran, Iran
محدثه سادات مودب
MSc. in Information Systems Management, Faculty of Management and Accounting, College of Farabi, University of Tehran, Iran
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