AN INVESTIGATION ON THE MODERATING ROLE OF USERS’ SELF-EFFICACY AND MOBILE BANKING SATISFACTION IN IRAN

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JAFARI SEYED MOHAMMADBAGHER; HAMIDIZADEH ALI; MOADDAB MOHADDECE SADAT

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Journal: JOURNAL OF INFORMATION TECHNOLOGY MANAGEMENT Year:2015 | Volume:7 | Issue:3 Page(s): 531-552

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Title

AN INVESTIGATION ON THE MODERATING ROLE OF USERS’ SELF-EFFICACY AND MOBILE BANKING SATISFACTION IN IRAN

Author(s)

JAFARI SEYED MOHAMMADBAGHER | HAMIDIZADEH ALI | MOADDAB MOHADDECE SADAT | Issue Writer Certificate

Keywords

CUSTOMERS SATISFACTIONQ2

CUSTOMERS TRUSTQ2

ELECTRONIC BANKINGQ2

MOBILE BANKINGQ1

SELF-EFFICACYQ2

Abstract

Mobile banking as a subset of e-banking is one of the newest communication channels between banks and customers. Via m-banking, customers receive services such as checking their bank account balance, transfer of funds, pay bills and etc. However, the rate of m-banking among Iranian users is very low. The purpose of this study is to investigate the moderating role of user’s SELF-EFFICACY on m-banking satisfaction. According to the developed research model, information quality, service quality, system quality, reputation and structural assurance are factors that influencing trust and satisfaction of m-banking and users’ SELF-EFFICACY moderates this relationship.This study is a quantitative research and a sample of 230 Iranian m-banking users has been surveyed. Research hypotheses were tested by structural equation modeling. The results showed that effect of service quality on trust, system quality on trust, system quality on satisfaction, reputation on trust, structural assurance on trust and trust on satisfaction were significant. This study also showed the role of SELF-EFFICACY as a moderator between the relationship of service quality, system quality and reputation with trust. Finally, recommendations were proposed for customer satisfaction of m-banking.

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APA: Copy

JAFARI, SEYED MOHAMMADBAGHER, HAMIDIZADEH, ALI, & MOADDAB, MOHADDECE SADAT. (2015). AN INVESTIGATION ON THE MODERATING ROLE OF USERS’ SELF-EFFICACY AND MOBILE BANKING SATISFACTION IN IRAN. JOURNAL OF INFORMATION TECHNOLOGY MANAGEMENT, 7(3 ), 531-552. SID. https://sid.ir/paper/140347/en

Vancouver: Copy

JAFARI SEYED MOHAMMADBAGHER, HAMIDIZADEH ALI, MOADDAB MOHADDECE SADAT. AN INVESTIGATION ON THE MODERATING ROLE OF USERS’ SELF-EFFICACY AND MOBILE BANKING SATISFACTION IN IRAN. JOURNAL OF INFORMATION TECHNOLOGY MANAGEMENT[Internet]. 2015;7(3 ):531-552. Available from: https://sid.ir/paper/140347/en

IEEE: Copy

SEYED MOHAMMADBAGHER JAFARI, ALI HAMIDIZADEH, and MOHADDECE SADAT MOADDAB, “AN INVESTIGATION ON THE MODERATING ROLE OF USERS’ SELF-EFFICACY AND MOBILE BANKING SATISFACTION IN IRAN,” JOURNAL OF INFORMATION TECHNOLOGY MANAGEMENT, vol. 7, no. 3 , pp. 531–552, 2015, [Online]. Available: https://sid.ir/paper/140347/en

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