Effect of gratification, utilitarian, and trust elements on the use of retail mobile banking app in Africa : a comparative study

Olaleye, Sunday Adewale; Agje, Richard Osei; Kolog, Emmanuel Awuni; Budu, Joseph (2020-07-07)
 
Avaa tiedosto
Lataukset: 

URL:
https://doi.org/10.1109/AFRICON46755.2019.9133874

Olaleye, Sunday Adewale
Agje, Richard Osei
Kolog, Emmanuel Awuni
Budu, Joseph
Institute of Electrical and Electronics Engineers
07.07.2020

S. A. Olaleye, R. O. Agjei, E. A. Kolog and J. Budu, "Effect of Gratification, Utilitarian, and Trust Elements on the Use of Retail Mobile Banking App in Africa: A Comparative Study," 2019 IEEE AFRICON, Accra, Ghana, 2019, pp. 1-8, doi: 10.1109/AFRICON46755.2019.9133874

https://rightsstatements.org/vocab/InC/1.0/
© 2019 IEEE. Personal use of this material is permitted. Permission from IEEE must be obtained for all other uses, in any current or future media, including reprinting/republishing this material for advertising or promotional purposes, creating new collective works, for resale or redistribution to servers or lists, or reuse of any copyrighted component of this work in other works.
https://rightsstatements.org/vocab/InC/1.0/
doi:https://doi.org/10.1109/AFRICON46755.2019.9133874
Näytä kaikki kuvailutiedot
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2020080748200
Tiivistelmä

Abstract

Information and communication technology has ushered in an era where business organisations are striving to create value for their customers to ensure retention. Thus, mobile banking flexibility is one of the reasons for developing mobile apps for customers. Ubiquitous nature of mobile devices provides an opportunity to run retail banking apps where many people can use at anytime and anywhere to engage in banking transactions. Using these apps, we investigate comparatively, the effect of gratification, utilitarian, and trust elements towards the use of retail mobile banking apps in Ghana, Nigeria, and South Africa. The study conveniently collected data from mobile banking app users in three African countries. By analysing the data with SmartPLS, the results show a minor, major and no variations in the effect of Gratification, Utilitarian, and Trust elements towards the use of retail mobile banking app in the selected countries. These findings suggest that technology innovation inclusive should be encouraged in the development of retail mobile banking app in order to improve customer experience.

Kokoelmat