The present and the future of m-banking according to spanish bank customers;El presente y el futuro de la banca por móvil según los usuarios españoles de banca

Universia Business Review

Volumn 2015, Issue 46, 2015, Pages 94-117

  Prodanova, Jana ^a   San Martín, Sonia ^a   Jiménez, Nadia ^a  

^a UNIVERSITY OF BURGOS   (Spain)

Author keywords

Customer description; Mobile banking; Multichannel

Indexed keywords

EID: 84931037564     PISSN: 16985117     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (37)

1. Akturan, U., & Tezcan, N., (2012). Mobile banking adoption of the youth market: perceptions and Intentions. Marketing Intelligence & Planning, 30(4), 444-459.
2. Alafeef, M., Singh, D., Ahmad, K., (2011). Influence of demographic factors on the adoption level of mobile banking applications in Jordan. Research Journal of Applied Sciences, 6 (6), p. 373-377.
3. Aldás, J. A., Lassala, C., Ruíz, C. R., Sanz, S. (2011). Análisis de los factores determinantes de la lealtad hacia los servicios bancarios online. Cuadernos de Economía y Dirección de la Empresa, 14(1), 26-39.
4. Balasubramanian, S., Raghunathan, R., Mahajan, V. (2005). Consumers in a multichannel environment: Product utility, process utility, and channel choice. Journal of Interactive Marketing, 19(2), p. 12-30.
5. Barrutia, J. M., Echebarria, C. (2005). The internet and consumer power: the case of Spanish retail banking. Journal of Retailing and Consumer Services, 12(4), p. 255-271.
6. Bigné, E., Ruiz-Mafé, C., Sanz-Balz, S. (2007). Key Drivers of Mobile Commerce Adoption. An Exploratory Study of Spanish Mobile Users. JTAER, 2(2), p. 48-60.
7. Bhatnagar, A., Ghose, S. (2004). A latent class segmentation analysis of e-shoppers. Journal of Business Research, 57(7), p. 758-767.
8. Borreguero, F. J. M., Peláez, J. C. (2005). Spanish mobile banking services: An adoption study, in Proceedings of the International Conference on Mobile Business (ICMB'05) - Volume 00. IEEE Computer Society, 2005, p. 274-280.
9. Crabbe, M., Standing, C., Standing, S., & Karjaluoto, H., (2009). An adoption model for mobile banking in Ghana. International Journal of Mobile Communications, 7 (5), 515-543.
10. 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), p. 342-371.
11. Fonseca, J.R.S. (2014). e-banking culture: A comparison of EU27 countries and Portuguese case in the EU27 retail banking context. Journal of Retailing and Consumer Services, 21, p. 708-716.
12. Frambach, R. T., Roest, H. C., Krishnan, T. V. (2007). The impact of consumer internet experience on channel preference and usage intentions across the different stages of the buying process. Journal of Interactive Marketing, 21(2), p. 26-41.
13. Gil, R. B., Gutiérrez, T. M., Pérez, J. M. P. (2009). La imagen corporativa de la banca comercial: Diferencias entre segmentos de consumidores. Universia Business Review, 21, p. 66-83.
14. ITU (International Telecommunication Union). (2014). The World in 2014. ICT Facts and Figures, ITU World Telecommunication/ICT Indicators database, retrieved in October 2014 from http://www.itu.int/ITU-D/ict/
15. Kang, J. Y. M., Johnson, K. K. (2013). M-Consumer Segmentation: M-Communication, M-Distribution, and M-Accessibility, International Journal of Marketing Studies, 5(1), p. 86-95.
16. Karjaluoto, H., Mattila, M. & Pento, T. (2002). Factors underlying attitude formation towards online banking in Finland, International Journal of Bank Marketing , 20(6), p. 261-272.
17. Koening-Lewis, N., Palmer, A., Moll, A. (2010). Predicting young consumers' take up of mobile banking services, International Journal of Banking Marketing, 28(5), p. 410-432.
18. Laukkanen, T., Pasanen, M. (2008). Mobile banking innovators and early adopters: How they differ from other online users&quest. Journal of Financial Services Marketing, 13(2), p. 86-94.
19. Lee, K., Chung, N. (2009). Understanding factors affecting trust in and satisfaction with mobile banking in Korea: a modified DeLone and McLean's model perspective, Interacting with Computers, 21, 5/6, p. 385-92.
20. Liébana-Cabanillas, F., Sanchez Fernandez, J., Muñoz Leiva, F. (2014). Segmentación de clientes potenciales de sistemas de pago móvil en nuevos entornos electrónicos.
21. Lin, H.-F. (2013). Determining the relative importance of mobile banking quality factors. Computer Standards & Interfaces, 35, p. 195-204.
22. Montoya-Weiss, M. M., Voss, G. B., Grewal, D. (2003). Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Journal of the Academy of Marketing Science, 31(4), p. 448-458.
23. Mzoughi, N., M'Sallem, W. (2013). Predictors of internet banking adoption: Profiling Tunisian postponers, opponents and rejectors. International Journal of Bank Marketing, 31(5), p. 388-408.
24. McNeish, J. (2015). Consumer trust and distrust: retaining paper bills in online banking. International Journal of Bank Marketing, 33(1), p. 5-22.
25. ONTSI (2014a) - Observatorio de las Telecomunicaciones y la Sociedad de la Información (2014). La Sociedad en Red 2013. Retrieved in October 2014 from: http://www.ontsi.red.es/ ontsi/sites/default/files/informe_anual_la_sociedad_en_red_2013_ed._2014.pdf
26. ONTSI (2014b) - Observatorio de las Telecomunicaciones y la Sociedad de la Información (2014). Perfil Sociodemográfico de los Internautas. Análisis de datos INE 2013. Retrieved in October 2014 from: http://www.ontsi.red.es/ontsi/sites/default/files/perfil_sociodemografico_ de_los_internautas_2013_0.pdf
27. Ozbay, R.D., Dincer, H., Hacioglu, U. (2011). Internet based innovation strategy for the banks in the era of 2008 global financial crisis, International Journal of Business and Social Science, 2(22), p. 85-91.
28. Ricard, L., Prefontaine, L., Sioufi, M. (2001). New technologies and their impact on French consumer behaviour: an investigation in the banking sector, International Journal of Bank Marketing, 19(7), p. 299-311.
29. Riivari, J. (2005). Mobile banking: a powerful new marketing and CRM tool for financial services companies all over Europe. Journal of Financial Services Marketing, 10(1), p. 11-20.
30. San-Martín Gutiérrez, S., Carpio, M. (2012). La venta por teléfono móvil desde el punto de vista de las empresas españolas. Universia Business Review, 34, p. 124-143.
31. San-Martín, S., Prodanova, J., Jiménez, N. (2015). The impact of age in the generation of satisfaction and WOM in mobile shopping. Journal of Retailing and Consumer Services, 23, 1-8.
32. Shaikh, A.A., Karjaluoto, H. (2014). Mobile banking adoption: A literature review. Telematics and Informatics (article in press)
33. Shin, S., Lee, W. J., Odom, D. O. (2014). A Comparative Study Of Smartphone User's Perception And Preference Towards Mobile Payment Methods In The US And Korea. Journal of Applied Business Research, 30(5), p. 1365-3176.
34. Teo, A., Tan, G.W., Cheah, C., Ooi, K., Yew, K., (2012). Can the demographic and subjective norms influence the adoption of mobile banking?. International Journal of Mobile Communications, 10 (6), p. 578-597.
35. Weinberg, B. D., Parise, S., Guinan, P. J. (2007). Multichannel marketing: Mindset and program development. Business Horizons, 50(5), p. 385-394.
36. Yang, A. S. (2009). Exploring adoption difficulties in mobile banking services. Canadian Journal of Administrative Sciences/Revue Canadienne des Sciences de l'Administration, 26(2), p. 136-149.
37. Zhang, R., Chen, J. Q., Lee, C. (2013). Mobile Commerce and Consumer Privacy Concerns. Journal of Computer Information Systems, 53(4), p. 31-38.