The paper aims to identify main factors affecting customers' decision to use mobile banking in Viet Nam. The research team conducted a survey among people who have not yet used and have been using mobile banking at commercial bank branches in three regions: Northern, Middle and Southern of Viet Nam. Based on the theoretical framework from UTAUT2 model combined with Belief and Security Awareness, the authors propose a research model to identify factors affecting intention and behavior of using mobile banking, with 600 questionnaires. The result indicates that several factors were evaluated to be more important than others were. The research points out that “Facilitating condition” did not affect intention of using mobile banking, however “Security awareness” and “Trust” positively affect the customer intention. Moreover, “Security awareness”, “Hedonic motivation” and “Social Influence” are factors that have the strongest effects on intention to use mobile banking. In addition, the result also illustrates the relationship between “Culture” with “Benefit Expectancy”, “Effort Expectancy” and “Hedonic motivation”.

This study explores the factors affecting CliQ payment service adoption in Jordan as it represents a major shift in the Jordanian market to Fintech and mobile marketing. This study presented a distinctive model by integrating the “unified theory of acceptance” and the “technology acceptance model” TAM with the “use of technology UTAUT” to measure the behavioral intention of consumers and the satisfaction of the users towards utilizing the CliQ service. The study measured the linkage between four predictors (perceived usefulness, social influence, perceived ease of use, and financial risk) as well as both utilizers’ intention to CliQ service usage and utilizers’ satisfaction with using the service, along with observing the association between these predictors to determine their contribution to the users’ satisfaction mediated by the users’ intention to utilize the service mentioned above. A survey instrument was distributed to 604 respondents, and it was developed and validated by academics, as a pilot test. As well as a pre-test. Hypotheses were tested with multiple linear regression analysis using SmartPLS software to interpret path coefficients, and reliability and validity within the outer model were tested through correlation analysis. Additionally, internal consistency was explored by applying Cronbach’s alpha. The outcomes proved that the predictors significantly affect both utilizers’ behavioral attitudes and satisfaction with using the CliQ service, except for financial risk. The data analysis also indicated a significant indirect influence of all the independent variables on utilizers’ satisfaction through behavioral intention to utilize the CliQ service, except for financial risk, which had an insignificant indirect influence on utilizers’ satisfaction through behavioral intention for service usage. The findings of the current article close the gap found in the literature concerning measuring usability to enhance user satisfaction and adoption of Fintech services. Therefore, bank managers and policy planners can find insights for developing and improving mobile banking apps.

The study aimed at developing a new model that integrates mobile banking service quality in its three dimensions: information quality, system quality, and interface design quality, with customers’ satisfaction. The study used a survey method for collecting data and a sample of (439) customers downloading mobile banking applications and practicing banking transactions was selected randomly. The study model was validated using the validity and reliability measures in the SPSS statistical program, and Partial Least Square technique was used for testing the model hypotheses. As a result, it was found that information quality, system quality, and interface design quality significantly affected customer’s satisfaction to use mobile banking service whilst system quality was found the most predictive one for the customer’s satisfaction.

This paper presents an empirical investigation on how information and guidance offered by the bank influence on the barriers to adoption of mobile banking. Data were collected from a questionnaire from college students who attend Islamic Azad university in city of Tehran, Iran. Structural equation modeling of data from 425 respondents was used to test 5 hypotheses. The results show the information and instructions offered by bank have negative effect on 5 evaluated barriers including usage, value, risk, tradition and image to adoption of mobile banking.

In recent years, there has been good progress on information and communication technology influencing businesses with a new emerging concept called customer relationship management (CRM) and it has made significant changes in electronic banking. The primary objective of this paper is to survey electronic banking effects on key CRM components in one of Iranian banks in city of Tehran, Iran. The survey designs a questionnaire and distributes it among some experts in one of selected regions and the results are verified based on t-student and Freedman tests. Results show that all electronic banking services influence on CRM. In addition, that there are no significant differences among effects of electronic services on CRM but each CRM component has different effects on electronic services. In fact, according to freedman test, improving customer relationship process is the most important factor followed by providing appropriate service for each customer, providing appropriate service on appropriate time for each customer and providing appropriate service by appropriate channel for each customer.