Mobile banking (m-banking) has emerged dynamically over the years due to consumers' increased use of mobile technologies, their ever-growing lifestyle choices and also the several different economic factors. This paper proposes a new research model by extending the DeLone & McLean information systems (D&M IS) success model to understand users’ actual usage of m-banking. The research model was tested and validated using data collected by survey from 227 Omani residents. This study employed a two-staged analytical approach by combining structural equation modeling and neural network analysis. The results divulge that satisfaction and intention to use stand as two important precedents of actual usage, and the satisfaction also mediates the relationship between service quality, information quality and trust with intention to use m-banking and negates with that of system quality. We have provided the theoretical as well as practical implications of the findings.
The recent decade has witnessed one of the most imperative technological breakthroughs in the form of m-banking leading to the rapid public usage of mobile phones for various personal and professional activities apart from regular conventional usage of the device (Alalwan, Dwivedi, Rana, & Williams, 2016; Lee, Harindranath, Oh, & Kim, 2015). Mobile phones have certainly changed the conventional channels of communication between customers and companies. Researchers have widely captured this phenomenon and sensed that the widespread penetration of mobile payment (MP) systems would radically change the methods of purchase and deliver the unique value to both consumers and service providers by offering the first ubiquitous payment solution (De Kerviler, Demoulin, & Zidda, 2016; Mallat, 2007; Slade, Dwivedi, Piercy, & Williams, 2015). The customers would enjoy the fast and convenient services and the service providers will gain customer loyalty with the added advantage of a reduction in the transaction costs (Johnson, Kiser, Washington, & Torres, 2018; Slade, Williams, & Dwivedi, 2013). In this context, a mobile payment via mobile banking is a much-advanced versatile application that includes elements of mobile transactions (Liebana-Cabanillas, Sanchez-Fernandez, & MunozLeiva, 2014) and therefore, mobile banking is seen as one of the most revolutionary mobile technology breakthrough in the banking sector as it enables the customers to independently bring financial transactions through their mobile devices (Alalwan, Dwivedi, & Rana, 2017; Laukkanen, 2016) and these developments unfold lucrative opportunities to merchants and service providers (Iman, 2018). Banks, thereby not only seem to be gearing up to incorporate the mobile banking channels in their logistical structure to provide their customers better service but also enhance their effectiveness and efficacy (Alalwan et al., 2017; Lin, 2013). On the other hand, even though mobile payment alternatives such as mobile banking have been emerging as the favored choice for many years, it remains a niche product. Nonetheless, there has been an increasing popularity for MPs over the years and it took a major leap from the year 2016 onwards (Laukkanen, 2016) as the year 2015–16 saw the maximum innovations by most of the mobile payments players such as Samsung pay, Apple pay, and Android pay (Meola, 2016).