Investigating Extended Use Of Mobile Banking System

With the rapid development of information technology,information systems such as mobile banking system have been applied not only to every trade but also to everyday life.Mobile banking systems provide a wide array of financial services that can be accessed regardless of geographic and time constraints,and ushers a new era of financial services.Even though mobile banking system provides a wide range of features such as financial management,utility bill payment,and cellphone bill payment,most users are just accustomed to utilize a few features like transfer or account management.How to encourage customers to extend their usage of the various features provided by mobile banking system is the key for financial institutions to extract value from customers' already-in-use mobile banking systems.Therefore,how to improve user's post-adoptive employment of mobile banking system is of great theoretical and practical value.A relevant theoretical account for such discretionary post-adoptive usage is still in its infancy despite the abundant research on post-adoptive usage.Previously,post-adoptive usage has been investigated deterministically.Recent studies suggest that users' interactions with information system,during which they consciously respond to triggering conditions,will lead to reflective adaptation,which are crucial in understanding post-adoptive usage.However,the mechanism of how triggering conditions lead individuals to extend their post-adoptive usage at the feature level is still unclear.Based on switching cognitive gear perspective,this study investigates the triggering antecedents of user's reflective adaptation,which impact their extended use of mobile banking system.This study aims to investigate the following research questions:(1)what triggers users,extended use of mobile banking system and how;(2)how will digital inequality influence the way users develop their extended use in response to triggers;and(3)how will financial inequality influence the way users develop their extended use in response to triggers.On the basis of existing literature,this study proposes four types of triggers(i.e.,new tasks,changes in system environments,other people's uses,and deliberate initiatives)that will prompt users'active cognitive processing that leads to their extended use of mobile banking systems.From the digital divide perspective,this study extends existing digital divide theoretical framework and explores how digital capability divide(i.e.divides in users' abilities to benefit from technology usage)and digital benefit divide(i.e.divides in users' abilities to benefit from technology usage)affect users' cognitive processing and ultimately influence digital outcome divides(i.e.extended use).Specifically,this study investigates the contingent effects of computer self-efficacy(representing digital inequality)and financial self-efficacy(representing financial inequality)on the relations between triggers and extended use.Thus this study builds the research model to examine the underlying mechanism of extended use and its contributing factors.The model was empirically tested using longitudinal data of 1052 actual users of mobile banking system of a large commercial bank in China,which were compiled from two waves of field survey.Most of the hypotheses were supported by the data analysis results.In general,the research model accounts for 51.1%of the variance in extended use,which demonstrated adequate prediction power.Specifically,this study reveals the following findings:(1)a negative influence of new tasks on individuals'extended use of the mobile banking system was observed,which was weakened by computer self-efficacy and strengthened by financial self-efficacy;(2)changes in system environments exert a positive impact on extended use,which is strengthened by financial self-efficacy;(3)other people's uses exert a positive influence on extended use,which may be strengthened by computer self-efficacy;(4)deliberate initiatives also exert a positive influence on extended use,which may be weakened by computer self-efficacy and strengthened by financial self-efficacy.This study provides theoretical explainations and practical insights for users'extended use of mobile banking system,examines the mechanism of how triggers influence extended use,and investigates the contingent effects of digital inequality and financial inequality from digital divide perspective.This study enriches current post-adoptive use study,and extends switching cognitive gear perspective,as well as digital divide perspective.The findings of this study also provide insightful managerial implications for financial institutions to encourage customers to utilize mobile banking systems and benefit from more available features,and operational suggestions for the fulfilment of inclusive finance.