Investigating Extended Use of Mobile Banking System: A Digital Divide Perspective


Student thesis: Doctoral Thesis

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Awarding Institution
  • Yulin FANG (Supervisor)
  • Liang Liang (External person) (External Supervisor)
Award date23 Oct 2018


The widespread proliferation of mobile devices ushers a new era of financial services. Therefore, digital divide is one of the greatest issues relevant to the rapid popularization of mobile banking systems. Although access divides have been largely bridged, the divides of individuals’ utilization of mobile banking systems become a pressing issue. Encouraging individuals to engage in extended use, that is, applying more available system features to support their financial tasks, is an efficient approach for financial institutions to extract value from customers’ already-in-use mobile banking systems.

A relevant theoretical account for such a discretionary post-adoptive use 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, 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 the research on switching cognitive gears, 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 the active cognitive processing of individuals that leads to their extended use of mobile banking systems. From the digital divide perspective, this study extends existing digital divide framework and explores 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, to investigate how digital capability divide (digital inequality) and digital benefit divide (financial inequality) affect digital outcome divides (extended use).

The model was empirically tested using longitudinal data of 1052 actual users of a mobile banking system in Southeastern China, which were compiled from two waves of field survey. A component-based latent structural equation modeling technique, namely, partial least squares, was utilized to test the proposed research hypotheses. Results support most of the hypotheses and reveal several interesting findings. Changes in system environments exert a positive impact on extended use, which is strengthened by financial self-efficacy. Other people’s uses and deliberate initiatives also positively influence the extended use. By contrast, 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. This study advances the research on post-adoptive usage and extends the digital divide perspective to the context of mobile banking system usage. The findings of this study also provide insightful managerial implications to encourage customers to utilize mobile banking systems and benefit from more available features.

    Research areas

  • extended use, mobile banking system, digital divide