Francisco Liébana-Cabanillas

Antecedents of the adoption of the new mobile payment systems: The moderating effect of age

Abstract The purpose of this study was to propose and test an integrative theoretical model that allows one to determine the relative importance of certain factors (i.e. external influences, ease of use, attitude, usefulness, trust, risk) for the adoption of a new mobile payment system advertised on new electronic environments, as well as to analyze the eventual moderating effect of the age of the consumer in the use of this tool. The empirical results show that the proposed behavioral model was appropriately adjusted, thus proving that the age of the user introduces significant differences in the proposed relationships between influences from third parties and ease of use of the payment system, between the perceived trust in the system and its ease of use, as well as between trust and a favorable attitude towards its use.

Role of gender on acceptance of mobile payment

Purpose – The purpose of the research is to try to explain the intention of adopting a new mobile payment (m-payment) system in a country where this type of payment systems does not have a presence. More exactly, to propose and test an integrative theoretical model that allows to determine the relative influence of the determining factors (external influences, ease of use, attitude, usefulness, trust and risk) for the acceptance of a new m-payment system and to analyze the eventual moderating effect of the gender of the consumer in the use of these tools. Design/methodology/approach – To carry out this research, a web experiment based on a general population sample was put in place, in order to analyze the proposed behavioral model towards a new m-payment system. Findings – The empirical results show that the proposed behavioral model was appropriately adjusted, thus proving that the gender of the user introduces significant differences in the proposed relationships between ease of use and usefulness of t...

The determinants of satisfaction with e‐banking

Purpose – The aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users; a topic of great interest to the business strategies of financial institutions. In this context, the authors analyse the main determinants of user experience with a specific institutions products.Design/methodology/approach – A comprehensive review of the scientific literature has justified the development of a behavioural model that explains satisfaction using a set of constructs or endogenous variables. Data was collected from a self‐administered web survey in the authenticated section of the electronic banking service of a prestigious financial institution.Findings – The analysis tests the relationship between the proposed variables (accessibility, trust, ease of use and usefulness) and satisfaction with electronic banking.Research limitations/implications – The study was limited to the data of a single financial institution. Caution should therefore be exercised in ...

A model for the integration of e-financial services questionnaires with SERVQUAL scales under fuzzy linguistic modeling

Although it is habitual to measure human perceptions with quite accurate instruments, perceptions are characterized by uncertainty and fuzziness. Furthermore, variations in individual perceptions and personality mean that the same words can indicate very different perceptions. In this context, the fuzzy linguistic approach seems to be an appropriate framework for modeling information. In this paper we explore the problem of integrating semantically heterogeneous data (natural language included) from various websites with opinions about e-financial services. We develop an extension of the fuzzy model based on semantic translation (FMST) under the perspective of the service quality (SERVQUAL) stream of research. The model permits us to obtain a more precise representation of the opinions using each type of customers. By integrating all customers into different subsets, a financial entity can easily analyze the SERVQUAL characteristics over time or other dimensions owing to the easy linguistic interpretability and high precision of the results of the model.

User behaviour in QR mobile payment system: the QR Payment Acceptance Model

The main goal of our research is to analyse users’ acceptance of Quick response (QR) code mobile payment systems, considering the populations widespread use of mobile devices. A comprehensive review of the scientific literature has justified the development of a behavioural model that explains intention to use of mobile payment via QR. To this end, the authors have carried out a study through an online survey to a national panel of Internet users. The results show that attitude, innovation and subjective norms are determinants of the future intention to use this technology. The conclusions and implications for management provide alternatives for companies to promote this new business by means of the new technical developments. This paper is a pioneer study of intention to use with mobile payment via QR. Classic variables from the Technology Acceptance Model (TAM), as well as variables from other recent studies, were used as models for this research (compatibility, security, personal innovation and individual mobility).

Analysing user trust in electronic banking using data mining methods

Abstract The potential fraud problems, international economic crisis and the crisis of trust in markets have affected financial institutions, which have tried to maintain customer trust in many different ways. To maintain these levels of trust they have been forced to make significant adjustments to economic structures, in efforts to recoup their investments and maintain the loyalty of their customers. To achieve these objectives, the implementation of electronic banking for customers has been considered a successful strategy. The use of electronic banking in Spain in the last decade has been fostered due to its many advantages, giving rise to real integration of channels in financial institutions. This paper reviews different methods and techniques to determine which variables could be the most important to financial institutions in order to predict the likely levels of trust among electronic banking users including socio-demographic, economic, financial and behavioural strategic variables that entities have in their databases. To do so, the most recent advances in machine learning and soft-computing have been used, including a new selection operator for multiobjective genetic algorithms. The results obtained by the algorithms were validated by an expert committee, ranking the quality of them. The new methodology proposed, obtained the best results in terms of optimisation as well as the highest punctuation given by the experts.

Determinants of the intention to use NFC technology as a payment system: an acceptance model approach

The worldwide growth of mobile technology has enabled many companies to take advantage of its application as complementary sales tools. The main objective of this research is user acceptance analysis of near field communication mobile payment systems. Classic variables from the technology acceptance model, as well as variables from other recent studies, were used as models for this research (compatibility, security, personal innovation and individual mobility). To meet these objectives a questionnaire, filled out by 191 respondents, formed the basis of a structural equation modeling designed by PLS 3.0 software. The results show that attitude, subjective norms and innovation and are determinants of the future intention to use this technology. Finally, the main implications for corporate management and business development strategies which reinforce this type of business in light of new technical developments are discussed.

The moderating effect of user experience on satisfaction with electronic banking: empirical evidence from the Spanish case

AbstractThe aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users—a topic of great interest to financial institutions as they formulate business strategies. In this context, we analyze the possible moderating effect of user experience with the products of a specific institution. A comprehensive review of the scientific literature justified the development of a behavioral model that explains satisfaction using a set of constructs or endogenous variables and the moderating effect of experience. Data was collected from a self-administered Web survey in the authenticated section of the electronic banking service of a prestigious Spanish National financial institution. The analysis tests the relationship between the proposed variables (ease of access, trust, ease of use and usefulness) and demonstrates the moderating effect of electronic banking experience on them. The study was limited to the data of a single financial institution. Caution should therefore be exercised in generalizing the results. The research results provide a number of valuable conclusions for financial institutions. This paper is a pioneer study of satisfaction with electronic banking, especially with regard to the causal relationships between satisfaction and its main determinants.

Detecting salient themes in financial marketing research from 1961 to 2010

The present paper analyses research in the social science subfield of financial marketing research (FMR). We apply a bibliometric approach, using co-word analysis combined with performance analysis and science mapping, to detect and visualise conceptual subdomains and identify the most prominent themes. The thematic networks extracted show the associations between the main concepts treated by the FMR community, thus allowing us to examine its intellectual structure over the last 50 years (1961–2010). The findings are combined with the trends identified through a review of the corpus of manuscripts analysed and a temporal analysis. This longitudinal approach provides a snapshot of the thematic evolution of financial services research and predicts where such research could lead.

Applying an automatic approach for showing up the hidden themes in financial marketing research (1961-2010)

This paper analyses the academic research conducted in financial marketing from 1961 to 2010. To do so, an automatic approach for detecting and visualising the hidden themes is applied. This automatic approach, based on co-word analysis, combines performance analysis and science mapping. It permits visualising the division of the financial marketing research (FMR) into several subfields, and indicate the relationships between them. These outcomes are completed with a systematic review, where a content analysis is used to explore the type of methodologies and topics most frequently used. The results allow us to identifying trends that will presumably be developed in FMR in coming years. In addition, these results also help both experts and novices to understand the current state of the art of FMR and to predict where future research could lead.