La adopción de las aplicaciones de banca móvil desde una perspectiva dual

  1. MEDINA-MOLINA, CAYETANO 1
  2. REY-MORENO, MANUEL 2
  3. CAZURRO-BARAHONA, VICTOR 3
  4. PARRONDO, SERGIO 1
  1. 1 Universidad Internacional Isabel I de Castilla
    info

    Universidad Internacional Isabel I de Castilla

    Burgos, España

    ROR https://ror.org/055sgt471

  2. 2 Universidad de Sevilla
    info

    Universidad de Sevilla

    Sevilla, España

    ROR https://ror.org/03yxnpp24

  3. 3 Universidad Internacional de La Rioja
    info

    Universidad Internacional de La Rioja

    Logroño, España

    ROR https://ror.org/029gnnp81

Show affiliations +
Journal:
Sociología y tecnociencia: Revista digital de sociología del sistema tecnocientífico

ISSN: 1989-8487

Year of publication: 2019

Issue Title: New technological challenges: Robotics, big data and other tecnologies.

Volume: 9

Issue: 2

Pages: 1-22

Type: Article

DOI: 10.24197/ST.2.2019.1-22 DIALNET GOOGLE SCHOLAR lock_openDialnet editor

More publications in: Sociología y tecnociencia: Revista digital de sociología del sistema tecnocientífico

Abstract

Abstract:   The rise of Fintech brought about an increase in competition for the banking sector given that, as well as offering services more oriented toward customers and optimizing the use of technologies, they often centered their activity on proposing products which traditional banking had offered. For its part, traditional banking finds in apps a fundamental tool and a way to counteract the pressure of the new competitors. This is why this work is aimed at analyzing, through a dual factor model, the facilitators and inhibitors of the adoption of mobile banking apps. Based on a field work of 240 surveys, and after applying Structural Equation Modeling, according to the results among the facilitators of the adoption of mobile banking the performance expectation plays a fundamental role, while satisfaction and sunk costs generate inertia in the use of digital banking.    

€ View funding

Funding information

Este trabajo se ha realizado en el marco del Proyecto de Investigación “Las plataformas multilaterales y banca digital”, Programa de Becas TFG/TFM – Convocatoria 2017/18 de la Universidad Isabel I.

Funders

  • Universidad Isabel I Spain

Bibliographic References

  • Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Algharabat, R. (2018). Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk. Journal of Retailing and Consumer Services, 40, 125-138. https://doi.org/10.1016/j.jretconser.2017.08.026
  • Al-Otaibi, S., Aljohani, N.R., Hoque, R., & Alotaibi, F.S. (2018). The Satisfaction of Saudi Customers Toward Mobile Banking in Saudi Arabia and the United Kingdom. Journal of Global Information Management, 26 (1). DOI: 10.4018/JGIM.2018010105
  • Alt, R. & Puschmann, T. (2012). The rise of customer-oriented banking - electronic market share paving the way for change in the financial industry. Electron Markets, 22, 203–215. https://doi.org/10.1007/s12525-012-0106-2
  • Arellano, A., & García, J.R. (2017). Determinantes de la adopción de la banca digital. BBVA Research. https://www.bbvaresearch.com/publicaciones/determinantes-de-la-adopcion-de-la-banca-digital-en-espana/
  • Babat, D. (2017). Exploring the antecedents of loyalty in the context of multi-channel banking. International Journal of Bank Marketing, 35(2), 174-186. https://doi.org/10.1108/IJBM-10-2015-0155
  • Bankole, F. O., Bankole, O. O., & Brown, I. (2017). Influences on Cell Phone Banking Adoption in South Africa: An Updated Perspective. Journal of Internet Banking and Commerce, 22(3), 1-16. https://doi.org/10.1108/IJBM-10-2015-0155
  • Barberis, J. (2014). The rise of Fintech: Getting Hong Kong to lead the digital financial transition in APAC. Fintech Report. Fintech HK.
  • Benoit, S., Baker, T.L., Bolton, R.N., Gruberd, T. & Kandampully, J. (2017). A triadic framework for collaborative consumption (CC): Motives, activities and resources & capabilities of actors. Journal of Business Research, 79, 219–227. https://doi.org/10.1016/j.jbusres.2017.05.004
  • Boonsiritomachai, W., & Pitchayadejanant, K. (2017). Determinants affecting mobile banking adoption by generation Y based on the Unified Theory of Acceptance and Use of Technology Model modified by the Technology Acceptance Model concept. Kasetsart Journal of Social Sciences, https://doi.org/10.1016/j.kjss.2017.10.005
  • Carbó, J., Cuadros, P., & Rodríguez, F. (2017). ¿Cómo toman los españoles sus decisiones financieras digitales? Funcas ODF KPMG. https://www.funcas.es/_obsdigi_/DownLoadObs.aspx?Id=1002
  • Chiu, C.-M., & Huang, H.-Y. (2015). Examining the antecedents of user gratification and its effects on individuals’ social network services usage: the moderating role of habit. European Journal of Information Systems, 24(4), 411-430. https://doi.org/10.1057/ejis.2014.9
  • Cortiñas, M., Chocarro, R., & Villanueva, M.L. (2010). Understanding multi-channel banking customers. Journal of Business Research, 63, 1215–1221. https://doi.org/10.1016/j.jbusres.2009.10.020
  • Dapp T (2015) Fintech reloaded—traditional banks as digital ecosystems. With proven walled garden strategies into the future. Current Issues. Digital economy and structural change. Deutsche Bank Research, Frankfurt am Main
  • Dapp, T.F. (2017). Fintech: The Digital Transformation in the Financial Sector, in T. Osburg, C. Lohrmann (eds.), Sustainability in a Digital World, CSR, Sustainability, Ethics & Governance, 189-199.
  • EY (2017). EY FinTech Adoption Index 2017. The rapid emergence of FinTech.
  • Falk, T., Schepers, J., Hammerschmidt, M., & Bauer, H. H. (2007). Identifying Cross-Channel Dyssinergies for Multichannel Service Providers. Journal of Service Research, 10(2), 143-160. https://doi.org/10.1177/1094670507306683
  • Fundación Telefónica (2017). Sociedad Digital en España 2017. Ariel. Madrid.
  • Ghazawneh, A., & Henfridsson, O. (2013). Balancing platform control and external contribution in third-party development: the boundary resources model. Information Systems Journal, 23(2), 173-192. https://doi.org/10.1111/j.1365-2575.2012.00406.x
  • Goswami, D., & Raghavendran, S. (2009). Mobile‐banking: can elephants and hippos tango? Journal of Business Strategy, 30(1), 14-20. https://doi.org/10.1108/02756660910926920
  • Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Sciences, 43(115). https://doi.org/10.1007/s11747-014-0403-8
  • Hoehle, H., Scornavacca, E., & Huff, S. (2012). Three decades of research on consumer adoption and utilization of electronic banking channels: A literature analysis. Decision Support Systems, 54, 122–132. https://doi.org/10.1016/j.dss.2012.04.010
  • Hsie, P-J. (2016). An empirical investigation of patients` acceptance and resistance toward the health cloud: The dual factor perspective. Computers in Human Behavior, 63, 959-969. https://doi.org/10.1016/j.chb.2016.06.029
  • Jun, J., & Yeo, E. (2016). Entry of FinTech firms and competition in the retail payments market. Asia‐Pacific Journal of Financial Studies, 45(2), 159-184. https://doi.org/10.1111/ajfs.12126
  • Khan, I.U., Hameed, Z., & Khan, S.U. (2017). Understanding Online Banking Adoption in a Developing Country: UTAUT2 with Cultural Moderators. Journal of Global Information Management, 25(1), 43-65. DOI: 10.4018/JGIM.2017010103
  • Khedhaouria, A., Thurik, R., Gurau, C., & van Heck, E. (2016). Customers' continuance intention regarding mobile service providers: A status quo bias perspective. Journal of Global Information Management, 24(4), 1-21. DOI: 10.4018/JGIM.2016100101
  • Kim, H.-W., & Gupta, S. (2012). Investigating Customer Resistance to Change in Transaction Relationship with an Internet Vendor. Psychology & Marketing, 29(4), 257-269. https://doi.org/10.1002/mar.20519
  • Kim, H-W., & Kankanhalli, A. (2009). Investigating user resistance to information systems implementation: A status quo bias perspective. MIS Quarterly, 33(3), 567-582. DOI: 10.2307/20650309
  • KPMG (2017). Fintech, innovación al servicio del cliente. Informe del Observatorio de la Digitalización Financiera. Funcas-KPMG.
  • Kuisma, T., Laukkanen, T., & Hiltunen, M. (2007). Mapping the reasons for resistance to Internet banking: A means-end approach. International Journal of Information Management, 27, 75-85. https://doi.org/10.1016/j.ijinfomgt.2006.08.006
  • Laukkanen, T. (2007). Internet vs. Mobile banking: comparing customer value perceptions. Business Process Management Journal, 11(6), 788-797. https://doi.org/10.1108/14637150710834550
  • Laukkanen, T. (2016). Consumer adoption versus rejection decisions in seemingly similar service innovations: the case of the Internet and mobile banking. Journal of Business Research, 69, 2432-2439. https://doi.org/10.1016/j.jbusres.2016.01.013
  • Laukkanen, T., Sinkkonen, S., Kivijärvi, M., & Laukkanen, P. (2007). Innovations resistance among mature consumers. Journal of Consumer Marketing, 24(7), 419-427. https://doi.org/10.1108/07363760710834834
  • Laukkanen, T., & Lauronen, J. (2005). Consumer value creation in mobile banking services. International Journal of Mobile Communications, 3(4), 325-38. DOI: 10.1504/IJMC.2005.007021
  • Laukkanen, T., & Passanen, M. (2008). Mobile banking innovations and early adopters: how they differ from other online users? Journal of Financial Services Marketing, 23(2), 86-94. https://doi.org/10.1057/palgrave.fsm.4760077
  • Lee, K., & Joshi, K. (2017). Examining the use of status quo bias perspective in IS research: need for re-conceptualizing and incorporating biases. Information Systems Journal,27(6), 733-752. https://doi.org/10.1111/isj.12118
  • Lucía-Palacios, L., Pérez-López, R., & Polo-Redondo, Y. (2016). Enemies of cloud services usage: inertia and switching costs. Service Business, 10, 447-467. https://doi.org/10.1007/s11628-015-0277-y
  • Maier, E. (2016). Supply and demand on crowdlending platforms: connecting small and medium-sized enterprise borrowers and consumer investors. Journal of Retailing and Consumer Services, 33, 143-153. https://doi.org/10.1016/j.jretconser.2016.08.004
  • Maroofi, F., Kahrarian, F., & Dehghani, M. (2013). An investigation of initial trust in mobile banking. International Journal of Academic Research in Business and Social Sciences, 3(9), 394-403. DOI: 10.6007/IJARBSS/v3-i9/228
  • Muñoz-Leiva, F., Climent-Climent, S., & Liébana-Cabanillas, F. (2017). Determinants of intention to use the mobile banking apps: An extension of the classic TAM model. Spanish Journal of Marketing –ESIC, 21, 25-38. https://doi.org/10.1016/j.sjme.2016.12.001
  • Ng, E. H., & Kwakh, K.-Y.(2010). Examining the determinants of Mobile Internet service continuance: A customer relationship development perspective. International Journal of Mobile Communications, 8(2), 210-229. Doi:10.1504/IJMC.2010.031448
  • Oliver, R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 46-59. https://doi.org/10.1177/002224378001700405
  • Polites, G.L., & Karahanna, E. (2012). Shackled to the Status Quo: the inhibiting effects of incumbent system habit, switching costs, and inertia on new system acceptance. MIS Quarterly, 36(1), 21-42. DOI: 10.2307/41410404
  • Prodanova, J., San-Martín, S., & Jiménez, N. (2015). The present and the future of m-banking according to Spanish bank customers. Universia Business Review, 46, 94-117
  • Ram, S. (1987). A model of innovation resistance. Advances in Consumer Research, 14(1), 208–212.
  • Ram, S., & Sheth, J. N. (1989). Consumer resistance to innovations: The marketing problem and its solutions. Journal of Consumer Marketing, 6(2), 5–14. https://doi.org/10.1108/EUM0000000002542
  • Rey-Moreno, M., Felício, J.A., Medina-Molina, C., & Rufín, R. (2018). Facilitator and inhibitor factors: Adopting e-government in a dual model. Journal of Business Research, 88 (July), 542-549.
  • Sarfaraz, J. (2017). Unified theory of acceptance and use of technology (Utaut) model-mobile banking. Journal of Internet Banking and Commerce, 22(3), 1-20.
  • Schueffel, P. (2016). Taming the Beast: A Scientific Definition of Fintech. Journal of Innovation Management, 4(4), 32-54. http://dx.doi.org/10.2139/ssrn.3097312
  • Shim, Y., & Shin, D-H. (2016). Analyzing China’s Fintech industry from the perspective of actor–network theory. Telecommunications Policy, 40 (2-3), 168-181. https://doi.org/10.1016/j.telpol.2015.11.005
  • Silva, S. H., Muñoz-Leiva, F., & Liébana-Cabanillas, F. (2013). Analysis and modelling of the determinants of mobile banking acceptance. The International Journal of Management Science and Information Technology, 8(Apr-Jun), 1-27.
  • Susanto, A., Lee, H.Z., & Ciganek, A.P. (2013). Factors Affecting Internet Banking Success. A comparative Investigation between Indonesia and South Korea. Journal of Global Information Management, 21(2), 72-95. DOI: 10.4018/jgim.2013040104
  • Venkatesh, V., Morris, M.G., Davis, G.B., & Davis, F.D. (2003). Use Acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425-478. doi:10.2307/30036540
  • Venkatesh, V., Thong, J.Y., Chan, F.K., Hu, P.J.H., & Brown, S.A. (2011). Extending the two-stage information systems continuance model: Incorporating UTAUT predictors and the role of context. Information Systems Journal, 21(6), 527-555. https://doi.org/10.1111/j.1365-2575.2011.00373.x
  • Veríssimo, J.M.C. (2016). Enablers and restrictors of mobile banking app use: A fuzzy set qualitative comparative analysis (fsDCA). Journal of Business Research, 69, 5456-5460. https://doi.org/10.1016/j.jbusres.2016.04.155
Data source: Dialnet