Consumers’ resistance to mobile banking using and organizational performance: a conceptual framework
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Published:
Mar 20, 2019
Keywords:
Mobile banking Innovation resistance theory Organizational performance
Main Article Content
Abstract
In increasingly competitive environments, the globalization of financial services rapidly expands. Banking consumers are able to access at any time via their mobile devices and from most locations via the Internet; in the meantime, organizations have attempted to search for effective strategies and apply them into their business operations for pursuing sustainable competitive advantage and achieving best performance are needed. Most of the previous researches on the mobile banking mainly focus on intention to use. In order to extend the knowledge in this field. Despite this lack of consensus, the existing literature consistently suggests that an important, building on the innovation resistance theory is scarcity or limited availability. To fill this research gap, this paper develops a conceptual framework which examines the impact of functional and psychological barriers to a person’s intention to resist using mobile banking and organizational performance in unbanked mobile phone Thai users. Hopefully, this study will offer implications for future research and design organizational strategies in the cashless society that holds value to both academics and practitioners working in the field.
Article Details
How to Cite
Parnitvitidkun, P., & Jaroenwanit, P. (2019). Consumers’ resistance to mobile banking using and organizational performance: a conceptual framework. KKBS Journal of Business Administration and Accountancy, 2(2), 1. Retrieved from https://so04.tci-thaijo.org/index.php/kkbsjournal/article/view/178826
Section
Research Articles
The articles published in the journals are the authors' opinions, not the opinion of the editorial team or administrative staff. The articles published is copyright of the Journal of Business Administration and Accounting, Khon Kaen University.
References
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Chian-Son, Y., & Wachara, C. (2016). Consumers' resistance to using mobile banking: Evidence from Thailand and Taiwan. International Journal of Electronic Commerce Studies, 7(1), 21-38.
Chien-Wen David, C., & Chiang-Yu John, C. (2009). Understanding consumer intention in online shopping: A respecification and validation of the DeLone and McLean model. Behaviour & Information Technology, 28(4), 335-345.
Claudy, M. C., Garcia, R., & O’Driscoll, A. (2015). Consumer resistance to innovation—a behavioral reasoning perspective. Journal of the Academy of Marketing Science, 43(4), 528-544.
Cornescu, V., & Adam, C.-R. (2013). The consumer resistance behavior towards innovation. Procedia Economics and Finance, 6, 457-465.
Cruz, P., Neto, L. B. F., Muñoz‐Gallego, P., & Laukkanen, T. (2010). Mobile banking rollout in emerging markets: evidence from Brazil. International Journal of Bank Marketing, 28(5), 342-371.
DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60-95.
Eastin, M. S., Brinson, N. H., Doorey, A., & Wilcox, G. (2016). Living in a big data world: Predicting mobile commerce activity through privacy concerns. Computers in Human Behavior, 58, 214-220.
Ezzi, F., & Jarboui, A. (2016). Does innovation strategy affect financial, social and environmental performance? Journal of Economics, Finance and Administrative Science, 21(40), 14-24.
Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. The Journal of Strategic Information Systems, 19(3), 207-228.
Hanafizadeh, P., Keating, B. W., & Khedmatgozar, H. R. (2014). A systematic review of Internet banking adoption. Telematics and Informatics, 31(3), 492-510.
Heidenreich, S., Kraemer, T., & Handrich, M. (2016). Satisfied and unwilling: Exploring cognitive and situational resistance to innovations. Journal of Business Research, 69(7), 2440-2447.
Hernaus, T., Pejić Bach, M., & Bosilj Vukšić, V. (2012). Influence of strategic approach to BPM on financial and non‐financial performance. Baltic Journal of Management, 7(4), 376-396.
Hew, J.-J. (2017). Hall of fame for mobile commerce and its applications: A bibliometric evaluation of a decade and a half (2000–2015). Telematics and Informatics, 34(1), 43-66.
Hsu, M.-H., Chang, C.-M., Chu, K.-K., & Lee, Y.-J. (2014). Determinants of repurchase intention in online group-buying: The perspectives of DeLone & McLean IS success model and trust. Computers in Human Behavior, 36, 234-245.
Jarunee, W. (2014). Mobile banking strategy: E-payment market and AEC opportunities. Journal of Payments Strategy & Systems, 8(3), 316-329.
Katchova, A. L., & Enlow, S. J. (2013). Financial performance of publicly‐traded agribusinesses. Agricultural Finance Review, 73(1), 58-73.
Laukkanen, P., Sinkkonen, S., & Laukkanen, T. (2008). Consumer resistance to internet banking: postponers, opponents and rejectors. International Journal of Bank Marketing, 26(6), 440-455.
Laukkanen, T., & Kiviniemi, V. (2010). The role of information in mobile banking resistance. International Journal of Bank Marketing, 28(5), 372-388.
Laukkanen, T., Sinkkonen, S., Kivijärvi, M., & Laukkanen, P. (2007). Innovation resistance among mature consumers. Journal of Consumer Marketing, 24(7), 419-427.
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Li, Y., & Tan, C.-H. (2013). Matching business strategy and CIO characteristics: The impact on organizational performance. Journal of Business Research, 66(2), 248-259.
Liao, L.-K., Lin, Y.-M., & Lin, T.-W. (2016). Non-financial performance in product market and capital expenditure. Journal of Business Research, 69(6), 2151-2159.
Luo, X., Lee, C. P., Mattila, M., & Liu, L. (2012). An exploratory study of mobile banking services resistance. International Journal of Mobile Communications, 10(4), 366-385.
McCarthy, B., & Schurmann, A. (2015). Sustainable horticulture in North Queensland: Resistance to the adoption of Innovations? Journal of New Business Ideas & Trends, 13(2), 15-38.
Petter, S., & McLean, E. R. (2009). A meta-analytic assessment of the DeLone and McLean IS success model: An examination of IS success at the individual level. Information & Management, 46(3), 159-166.
Ram, S. S., Sheth, N.J. (1989). Consumer resistance to innovation: The marketing problem and its solution. The Journal of Comer Marketing, 6(2), 5-14.
Shaikh, A. A., & Karjaluoto, H. (2015). Mobile banking adoption: A literature review. Telematics and Informatics, 32(1), 129-142.
Simpson, M., Padmore, J., & Newman, N. (2012). Towards a new model of success and performance in SMEs. International Journal of Entrepreneurial Behavior & Research, 18(3), 264-285.
Subsorn, P., & Limwiriyakul, S. (2012). A comparative analysis of internet banking security in thailand: A customer perspective. Procedia Engineering, 32, 260-272.
Tam, C., & Oliveira, T. (2016a). Performance impact of mobile banking: using the task-technology fit (TTF) approach. International Journal of Bank Marketing, 34(4), 434-457.
Tam, C., & Oliveira, T. (2016b). Understanding the impact of m-banking on individual performance: DeLone & McLean and TTF perspective. Computers in Human Behavior, 61, 233-244.
Udo, G., Bagchi, K., & Maity, M. (2016). Exploring factors affecting digital piracy using the norm activation and utaut models: The role of national culture. Journal of Business Ethics, 135(3), 517-541.
Veríssimo, J. M. C. (2016). Enablers and restrictors of mobile banking app use: A fuzzy set qualitative comparative analysis (fsQCA). Journal of Business Research, 69(11), 5456-5460.
Wang, Y.-S. (2008). Assessing e-commerce systems success: a respecification and validation of the DeLone and McLean model of IS success. Information Systems Journal, 18(5), 529-557.
Wang, Z., Sharma, P. N., & Cao, J. (2016). From knowledge sharing to firm performance: A predictive model comparison. Journal of Business Research, 69(10), 4650-4658.
Wonglimpiyarat, J. (2014). Competition and challenges of mobile banking: A systematic review of major bank models in the Thai banking industry. Journal of High Technology Management Research, 25(2), 123-131.
Yen, Y.-S., & Wu, F.-S. (2016). Predicting the adoption of mobile financial services: The impacts of perceived mobility and personal habit. Computers in Human Behavior, 65, 31-42.
Yu, T.-K., & Yu, T.-Y. (2010). Modelling the factors that affect individuals’ utilisation of online learning systems: An empirical study combining the task technology fit model with the theory of planned behaviour. British Journal of Educational Technology, 41(6), 1003-1017.
Bhatt, A. (2016). Factors affecting customer's adoption of mobile banking services. Journal of Internet Banking & Commerce, 21(1), 1-22.
Chanchai, P., Sellitto, C., & Fong, M. (2015). User Intentions to Adopt Mobile Payment Services: A Study of Early Adopters in Thailand. Journal of Internet Banking & Commerce, 20(1), 1-29.
Chemingui, H., & Ben lallouna, H. (2013). Resistance, motivations, trust and intention to use mobile financial services. International Journal of Bank Marketing, 31(7), 574-592.
Chian-Son, Y., Chien-Kuo, L., & Wachara, C. (2015). Analysis of consumer e-lifestyles and their effects on consumer resistance to using mobile banking: Empirical surveys in Thailand and Taiwan. The International Journal of Business and Information, 10(2), 198-232.
Chian-Son, Y., & Wachara, C. (2016). Consumers' resistance to using mobile banking: Evidence from Thailand and Taiwan. International Journal of Electronic Commerce Studies, 7(1), 21-38.
Chien-Wen David, C., & Chiang-Yu John, C. (2009). Understanding consumer intention in online shopping: A respecification and validation of the DeLone and McLean model. Behaviour & Information Technology, 28(4), 335-345.
Claudy, M. C., Garcia, R., & O’Driscoll, A. (2015). Consumer resistance to innovation—a behavioral reasoning perspective. Journal of the Academy of Marketing Science, 43(4), 528-544.
Cornescu, V., & Adam, C.-R. (2013). The consumer resistance behavior towards innovation. Procedia Economics and Finance, 6, 457-465.
Cruz, P., Neto, L. B. F., Muñoz‐Gallego, P., & Laukkanen, T. (2010). Mobile banking rollout in emerging markets: evidence from Brazil. International Journal of Bank Marketing, 28(5), 342-371.
DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60-95.
Eastin, M. S., Brinson, N. H., Doorey, A., & Wilcox, G. (2016). Living in a big data world: Predicting mobile commerce activity through privacy concerns. Computers in Human Behavior, 58, 214-220.
Ezzi, F., & Jarboui, A. (2016). Does innovation strategy affect financial, social and environmental performance? Journal of Economics, Finance and Administrative Science, 21(40), 14-24.
Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. The Journal of Strategic Information Systems, 19(3), 207-228.
Hanafizadeh, P., Keating, B. W., & Khedmatgozar, H. R. (2014). A systematic review of Internet banking adoption. Telematics and Informatics, 31(3), 492-510.
Heidenreich, S., Kraemer, T., & Handrich, M. (2016). Satisfied and unwilling: Exploring cognitive and situational resistance to innovations. Journal of Business Research, 69(7), 2440-2447.
Hernaus, T., Pejić Bach, M., & Bosilj Vukšić, V. (2012). Influence of strategic approach to BPM on financial and non‐financial performance. Baltic Journal of Management, 7(4), 376-396.
Hew, J.-J. (2017). Hall of fame for mobile commerce and its applications: A bibliometric evaluation of a decade and a half (2000–2015). Telematics and Informatics, 34(1), 43-66.
Hsu, M.-H., Chang, C.-M., Chu, K.-K., & Lee, Y.-J. (2014). Determinants of repurchase intention in online group-buying: The perspectives of DeLone & McLean IS success model and trust. Computers in Human Behavior, 36, 234-245.
Jarunee, W. (2014). Mobile banking strategy: E-payment market and AEC opportunities. Journal of Payments Strategy & Systems, 8(3), 316-329.
Katchova, A. L., & Enlow, S. J. (2013). Financial performance of publicly‐traded agribusinesses. Agricultural Finance Review, 73(1), 58-73.
Laukkanen, P., Sinkkonen, S., & Laukkanen, T. (2008). Consumer resistance to internet banking: postponers, opponents and rejectors. International Journal of Bank Marketing, 26(6), 440-455.
Laukkanen, T., & Kiviniemi, V. (2010). The role of information in mobile banking resistance. International Journal of Bank Marketing, 28(5), 372-388.
Laukkanen, T., Sinkkonen, S., Kivijärvi, M., & Laukkanen, P. (2007). Innovation resistance among mature consumers. Journal of Consumer Marketing, 24(7), 419-427.
Lee, E.-M., Temel, S., & Uzkurt, C. (2016). The effect of consumers’ innovation perception on internet usage behaviors. International Journal of Innovation Science, 8(2), 100-112.
Li, Y., & Tan, C.-H. (2013). Matching business strategy and CIO characteristics: The impact on organizational performance. Journal of Business Research, 66(2), 248-259.
Liao, L.-K., Lin, Y.-M., & Lin, T.-W. (2016). Non-financial performance in product market and capital expenditure. Journal of Business Research, 69(6), 2151-2159.
Luo, X., Lee, C. P., Mattila, M., & Liu, L. (2012). An exploratory study of mobile banking services resistance. International Journal of Mobile Communications, 10(4), 366-385.
McCarthy, B., & Schurmann, A. (2015). Sustainable horticulture in North Queensland: Resistance to the adoption of Innovations? Journal of New Business Ideas & Trends, 13(2), 15-38.
Petter, S., & McLean, E. R. (2009). A meta-analytic assessment of the DeLone and McLean IS success model: An examination of IS success at the individual level. Information & Management, 46(3), 159-166.
Ram, S. S., Sheth, N.J. (1989). Consumer resistance to innovation: The marketing problem and its solution. The Journal of Comer Marketing, 6(2), 5-14.
Shaikh, A. A., & Karjaluoto, H. (2015). Mobile banking adoption: A literature review. Telematics and Informatics, 32(1), 129-142.
Simpson, M., Padmore, J., & Newman, N. (2012). Towards a new model of success and performance in SMEs. International Journal of Entrepreneurial Behavior & Research, 18(3), 264-285.
Subsorn, P., & Limwiriyakul, S. (2012). A comparative analysis of internet banking security in thailand: A customer perspective. Procedia Engineering, 32, 260-272.
Tam, C., & Oliveira, T. (2016a). Performance impact of mobile banking: using the task-technology fit (TTF) approach. International Journal of Bank Marketing, 34(4), 434-457.
Tam, C., & Oliveira, T. (2016b). Understanding the impact of m-banking on individual performance: DeLone & McLean and TTF perspective. Computers in Human Behavior, 61, 233-244.
Udo, G., Bagchi, K., & Maity, M. (2016). Exploring factors affecting digital piracy using the norm activation and utaut models: The role of national culture. Journal of Business Ethics, 135(3), 517-541.
Veríssimo, J. M. C. (2016). Enablers and restrictors of mobile banking app use: A fuzzy set qualitative comparative analysis (fsQCA). Journal of Business Research, 69(11), 5456-5460.
Wang, Y.-S. (2008). Assessing e-commerce systems success: a respecification and validation of the DeLone and McLean model of IS success. Information Systems Journal, 18(5), 529-557.
Wang, Z., Sharma, P. N., & Cao, J. (2016). From knowledge sharing to firm performance: A predictive model comparison. Journal of Business Research, 69(10), 4650-4658.
Wonglimpiyarat, J. (2014). Competition and challenges of mobile banking: A systematic review of major bank models in the Thai banking industry. Journal of High Technology Management Research, 25(2), 123-131.
Yen, Y.-S., & Wu, F.-S. (2016). Predicting the adoption of mobile financial services: The impacts of perceived mobility and personal habit. Computers in Human Behavior, 65, 31-42.
Yu, T.-K., & Yu, T.-Y. (2010). Modelling the factors that affect individuals’ utilisation of online learning systems: An empirical study combining the task technology fit model with the theory of planned behaviour. British Journal of Educational Technology, 41(6), 1003-1017.