ISSN: 1204-5357

Reach Us +44-1477412632
All submissions of the EM system will be redirected to Online Manuscript Submission System. Authors are requested to submit articles directly to Online Manuscript Submission System of respective journal.

Research Article Open Access

AN EMPIRICAL STUDY ON SERVICE QUALITY PERCEPTIONS AND CONTINUANCE INTENTION IN MOBILE BANKING CONTEXT IN INDIA

Abstract

This paper examines the factors influencing the continuance decisions of the early adopters of m-banking services in Kerala, India. The study was designed in the backdrop of the issues faced by the banks to attract more customers irrespective of the huge mobile penetration in the country. The study used constructs adopted from Technology Acceptance Model along with constructs of perceived service quality, perceived credibility and perceived risk to empirically establish the influence on satisfaction and continuance usage intentions. The study could find strong linkage between perceived service quality, satisfaction and continuance intentions. The study also confirmed that after adoption of the technology, the customer finds satisfaction in the quality parameters of the service. Perceptions about the risks involved in m-banking had adverse impact on service quality and satisfaction. Continuance intentions were found solely dependent on satisfaction in the m-banking context in Kerala.

Reji Kumar. G., D. Sudharani Ravindran

To read the full article Download Full Article | Visit Full Article

izmir escort bayan escort izmir bursa escort izmir escort porno porno izle türk porno eskişehir escort bartın escort burdur escort eskişehir escort izmir escort escort bursa türk porno escort bayan