n Management Dynamics : Journal of the Southern African Institute for Management Scientists - The impact of cross-channel cognitive evaluations on the continued use intentions of mobile banking

Abstract

Although most banks offer their clients multi-channel service delivery options, very little is known about mobile banking usage in a multi-channel service context. It is believed that in a concurrent channel usage context, bank clients' beliefs about internet banking can influence their continued use intentions of mobile banking; so this study investigates the influence of cross-channel cognitive evaluations from the internet banking channel on the formation of the continued use intentions of mobile banking. Data were collected from 487 concurrent users of internet and mobile banking. The results of the study revealed that cross-channel evaluative synergies and dissynergies do indeed impact salient beliefs influencing the continued use intentions of mobile banking. The results suggest that the convenience and time-saving benefits that concurrent users experience when using internet banking strongly impact on their mobile banking usefulness perceptions. On the other hand, mobile banking trust, risk and self-efficacy beliefs may be more pertinent in the continued use of mobile banking.