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An investigation on the moderating role of users’ self-efficacy and mobile banking satisfaction in Iran | ||
| Journal of Information Technology Management | ||
| مقاله 5، دوره 7، شماره 3، آذر 2015، صفحه 531-552 اصل مقاله (818.43 K) | ||
| نوع مقاله: Research Paper | ||
| شناسه دیجیتال (DOI): 10.22059/jitm.2015.53926 | ||
| نویسندگان | ||
| Seyed Mohammadbagher Jafari* 1؛ Ali Hamidizadeh1؛ Mohaddece Sadat Moaddab2 | ||
| 1Assistant Prof., Faculty of Management and Accounting, College of Farabi, University of Tehran, Iran | ||
| 2MSc. in Information Systems Management, Faculty of Management and Accounting, College of Farabi, University of Tehran, Iran | ||
| چکیده | ||
| 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. | ||
| کلیدواژه‌ها | ||
| Customers Satisfaction؛ customers trust؛ Electronic banking؛ mobile banking؛ Self-Efficacy | ||
| عنوان مقاله [English] | ||
| بررسی نقش تعدیل گری خودکارآمدی کاربران در رضایت آنها از بانکداری همراه در ایران | ||
| نویسندگان [English] | ||
| سید محمدباقر جعفری1؛ علی حمیدی زاده1؛ محدثه سادات مودب2 | ||
| 1استادیار دانشکدۀ مدیریت و حسابداری، پردیس فارابی دانشگاه تهران، ایران | ||
| 2کارشناسارشد مدیریت دولتی ـ سیستم‌های اطلاعاتی، پردیس فارابی دانشگاه تهران، ایران | ||
| چکیده [English] | ||
| بانکداری همراه یکی از جدیدترین راههای ارتباط بانک با مشتریان است. با وجود مزیتهای فراوان این نوع بانکداری، درصد استفادۀ کاربران آن در ایران بسیار ناچیز است. یکی از عوامل تأثیرگذار در استفاده از بانکداری همراه، خودکارآمدی کاربر در استفاده از تلفن همراه است که بر رضایت کاربر از این نوع بانکداری اثر دارد. با توجه به مدل توسعهدادهشده، کیفیت اطلاعات، کیفیت خدمات، کیفیت سیستم، اعتبار و ساختار اطمینانبخش بر اعتماد و رضایت کاربران مؤثر است و خودکارآمدی کاربران رابطۀ آنها را بر رضایت تعدیل میکند. پژوهش حاضر به روش کمی و از نوع پیمایشی ـ همبستگی به اجرا درآمد و اطلاعات بهکمک پرسشنامه گردآوری شد. جامعۀ آماری پژوهش را کاربران بانکداری همراه در ایران تشکیل داده و تعداد 230 نمونه از بین آنها جمعآوری شده است. فرضیههای پژوهش با بهرهمندی از مدلسازی معادلات ساختاری آزمایش شد و پس از آن به برازش مدل پژوهش در جامعۀ آماری پرداخته شد. در نهایت نقش تعدیلکنندگی خودکارآمدی بر روابط بین کیفیت خدمات با اعتماد، کیفیت سیستم با اعتماد و اعتبار با اعتماد به تأیید رسید. | ||
| کلیدواژه‌ها [English] | ||
| اعتماد مشتریان, بانکداری الکترونیکی, بانکداری همراه, خودکارآمدی, رضایت مشتریان | ||
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