Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model

Mobile banking is one of the most promising technologies that has emerged in recent years and could prove to haveconsiderable value to both banks and customers. Thus, this study recognises the need to test the main factors thatcould predict the use of mobile banking as well as how using such a system could contribute to both customersatisfaction and customer loyalty. The conceptual model of this study combines two models (i.e. UTAUT2 and theD&M IS Success Model). A questionnaire survey was conducted to collect the required data from conveniencesampling of Saudi bank customers. The main factors – performance expectancy, price value, facilitating conditions,hedonic motivation, habit, system quality and service quality – were found to have a significant impact on actual usebehaviour. This study was cross-sectional, therefore future studies should implement longitudinal studies in order tore-collect the findings. Further, this study adopted convenience sampling of Saudi M-Banking users. This mayadversely impact the issue of generalisability to the whole population. The gap in the M-Banking literature in SaudiArabia would be bridged by proposing a comprehensive conceptual model that scrupulously clarifies the use of MBankingfrom the perspective of Saudi users. Furthermore, this study would consider the adoption of numeric data inorder to inferentially analyse them using SEM. This in turn would assist in generalising the findings to the whole Saudipopulation