MEDIATING ROLE OF MOBILE BANKING BETWEEN SERVICE QUALITY AND ADAPTIVE PERFORMANCE OF MANAGERS IN SMES
DOI:
https://doi.org/10.61506/Keywords:
Mobile Devices, Service Quality,, Mobile Banking,, Managers, Small, and Medium Enterprises, Adaptive PerformanceAbstract
This study looks into the mediating role of mobile banking between service quality and managers' adaptive performance in Pakistan's small and medium-sized businesses. The purpose of this research is to discover how service quality and mobile banking affect managers' adaptive performance at work. The study's target population consists of managers or owners of SMEs listed in Chambers of Commerce in Pakistan's capital cities. As part of the more detailed investigation, 422 replies were obtained, representing a 50% response rate. SEM measurement and structural models were created to test the hypotheses. The results demonstrate that partial mediation is evident in the case of service quality and adaptable performance as direct beta without mediation is significant and positive, as well as in the presence of a mediator (mobile banking) service quality and adaptive performance are significant and positive. The outcomes of this study will assist academia, SMEDA, app developers, the banking sector, and practitioners in understanding the importance of service quality and mobile banking usage. Future researchers should do an empirical study evaluating the effects of information quality, system quality, and mobile device use on managers' adaptive performance in SMEs and major firms in Pakistan.
References
Adivar, B., Hüseyinoğlu, I. Ö. Y., & Christopher, M. (2019). A quantitative performance management framework for assessing omnichannel retail supply chains. Journal of Retailing and Consumer Services, 48, 257-269.
Al Salman, W., & Hassan, Z. (2016). Impact of effective teamwork on employee performance. International Journal of Accounting & Business Management, 4(1), 76-85.
Ali, Z., Sun, H., & Ali, M. (2017). The impact of managerial and adaptive capabilities to stimulate organizational innovation in SMEs: a complementary PLS–SEM approach. Sustainability, 9(12), 2157.
Allen, D.G., & Bryant, P.C. (2011). Employment mode choices in early and late stage start ups: A preliminary exploration using fsQCA. American Journal of Entrepreneurship, 2, 1-17.
Balandam, & MacGillivray. (1988).The Relationships between Skewness and Kurtosis Austral. J. Statist, 30(3), 319-337.
Batool, S., Bibi, A., Frezza, F., & Mangini, F. (2019). Benefits and hazards of electromagnetic waves, telecommunication, physical and biomedical: a review. European review for medical and pharmacological sciences, 23(7), 3121-3128.
Beutner, M., & Pechuel, R. (2012). Acceptance, chances, and problems of mobile learning in vocational education in enterprises. Proceedings of 11th International Conference on Mobile and Contextual Learning 190–196.
Blackford, M. G. (2003). A history of small business in America: UNC Press Books.
Bulmer, M. G. (1979). Principles of statistics: Courier Corporation.
Burton-Jones, A., & Gallivan, M. J. (2007). Toward a deeper understanding of system usage in organizations: a multilevel perspective. MIS quarterly, 657-679.
Chae, M., Kim, J., Kim, H., & Ryu, H. (2002). Information quality for mobile internet services: A theoretical model with empirical validation. Electronic markets, 12(1), 38-46.
Changchit, C., Lonkani, R., & Sampet, J. (2017). Mobile banking: Exploring determinants of its adoption. Journal of Organizational Computing and Electronic Commerce, 27(3), 239-261.
Chau, N. T., Deng, H., & Tay, R. (2020). Critical determinants for mobile commerce adoption in Vietnamese small and medium-sized enterprises. Journal of Marketing Management, 1-32.
Correa, J. A. G., Castañeda, S. L. S., Quintero, D. A. V., & Giraldo, G. E. (2018). Identification and Analysis of Project Management Success Factors in Information Technology SMEs. International Journal of Information Technology Project Management (IJITPM), 9(4), 73-90.
Dar, M. S., Ahmed, S., & Raziq, A. (2017). Small and medium-size enterprises in Pakistan: Definition and critical issues. Pakistan Business Review, 19(1), 46-70.
Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: a ten-year update. Journal of management information systems, 19(4), 9-30.
Elliot, S., Li, G., & Choi, C. (2013). Understanding service quality in a virtual travel community environment. Journal of Business Research, 66(8), 1153-1160.
Ensari, M. Ş., & Karabay, M. E. (2014). What helps to make SMEs successful in global markets. Procedia-Social and Behavioral Sciences, 150, 192-201.
Feroz, A., Jabeen, R., & Saleem, S. (2020). Using mobile phones to improve community health workers performance in low-and-middle-income countries. BMC Public Health, 20(1), 1-6.
Forth, John, & Bryson, Alex. (2019). Management practices and SME performance. Scottish Journal of Political Economy, 66(4), 527-558.
Ganguli, S, & Roy, SK. (2011). Generic technology-based dimensions of quality of banking services: Impact on customer satisfaction and loyalty. International Journal of Marketing Bank, 29(2), 168-189.
Gao, L., & Bai, X. (2014). An empirical study on continuance intention of mobile social networking services: Integrating the IS success model, network externalities and flow theory. Asia Pacific Journal of Marketing and Logistics, 26(2), 168-189.
García-Sánchez, Isabel-M., Hussain, N., & Martínez-Ferrero, J. (2019). An empirical analysis of the complementarities and substitutions between effects of ceo ability and corporate governance on socially responsible performance. Journal of Cleaner Production, 215, 1288-1300.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis. Pearson Prentice Hall.
Han, H., Park, A., Chung, N., & Lee, K. J. (2016). A near field communication adoption and its impact on Expo visitors’ behavior. International Journal of Information Management, 36(6), 1328-1339.
Harwiki, W, & Malet, C. (2020). Quintuple helix and innovation on performance of SMEs within ability of SMEs as a mediator variable: A comparative study of creative industry in Indonesia and Spain. Management Science Letters, 10(6), 1389-1400.
Hossain, S. F. A., Nurunnabi, M., Hussain, K., Saha, S. K., & Wang, S. (2019). Effects of variety-seeking intention by mobile phone usage on university students’ academic performance. Cogent Education, 6(1), 1574692.
Hu, Li‐tze, & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural equation modeling: a multidisciplinary journal, 6(1), 1-55.
Ismail, N. A., & King, M. (2014). Factors influencing the alignment of accounting information systems in small and medium sized Malaysian manufacturing firms. Journal of Information Systems and Small Business, 1(1-2), 1-20.
Jung, Y., Perez-Mira, B., & Wiley-Patton, S. (2009). Consumer adoption of mobile TV: Examining psychological flow and media content. Computers in Human Behavior, 25(1), 123-129.
Júnior, E. M., Gobbo, J. A., Fukunaga, F., Cerchione, R., & Centobelli, P. (2020). Use of knowledge management systems: analysis of the strategies of Brazilian small and medium enterprises. Journal of Knowledge Management.
Kahle-Piasecki, L., Miao, C., & Ariss, S. (2012). Managers and the mobile device: mlearning and m-business Implications for the United States and China. Journal of Marketing Development & Competitiveness, 6(1), 58-68.
Kahn, B. K., Strong, D. M., & Wang, R. Y. (2002). Information quality benchmarks: product and service performance. Communications of the ACM, 45(4), 184-192.
Kamboj, S., & Gupta, S. (2020). Use of smart phone apps in co-creative hotel service innovation: an evidence from India. Current Issues in Tourism, 23(3), 323-344.
Kim, G., Shin, B., & Lee, H. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19(3), 283-311.
Kim, H., Xu, Y., & Koh, J. (2004). A comparison of online trust building factors between potential customers and repeat customers. Journal of the association for information systems, 5(10), 13.
Kitsios, F., & Kamariotou, M. (2018). Open data hackathons: an innovative strategy to enhance entrepreneurial intention. International Journal of Innovation Science.
Kline, R. B. (2011). Principals and Practice of Structural Equation Modeling. The Guilford Press.
Kohli, R., & Grover, V. (2008). Business value of IT: An essay on expanding research directions to keep up with the times. Journal of the association for information systems, 9(1), 1.
Laforet, S., & Li, X. (2005). Consumers’ attitudes towards online and mobile banking in China. International journal of bank marketing.
Lebioda, L., Hahn, I. S., & Martins, A. A. M. (2019). The influence of mobile technology usage behavior on perceived work performance improvement. International Journal of Development Research, 9(02), 25733-25738.
Lee, J., Lee, J., & Feick, L. (2001). The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France. Journal of services marketing.
Lee, K. C., & Chung, N. (2009). Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective. Interacting with Computers, 21(5), 385-392.
Lin, H.-H., & Wang, Y.-S. (2006). An examination of the determinants of customer loyalty in mobile commerce contexts. Information &Management, 43(3), 271-282.
Linda K., Claire B., Vincent H., Stef van B., Allard J. van der B., & Henrica C.W. de Vet. (2013). Development of an individual work performance questionnaire. International Journal of Productivity and Performance Management, 62(1), 6-28.
Lu, M.H., Yueh, H.P., & Lin, W. (2015). Exploring the key factors for corporate implementation of mobile technology. Proceedindgs of the 15th IEEE International Conference on Advanced Learning Technologies, 480–482.
Luo, X., Li, H., Zhang, J., & Shim, J. (2010). Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems, 49(2), 222-234.
Mamonov, S., & Benbunan-Fich, R. (2015). An empirical investigation of privacy breach perceptions among smartphone application users. Computers in Human Behavior, 49(August), 427-436.
Mehmood, N., Munir, M., & Batool, N. (2020). Investigating the Moderating Role Of Islamic Work Ethics on Relationship Between Interpersonal Justice and Employee Turnover Intentions.
Melville, N., Kraemer, K., & Gurbaxani, V. (2004b). Review: Information Technology and Organizational Performance: An Integrative Model of IT Business Value. MIS Quarterly, 28(2), 283-322.
Munir, M., & Azam, R. I. (2017). Emotional Intelligence and Employee Performance: An Intervention Based Experimental Study. Journal of Business & Economics, 9(2), 1-19.
M'zungu, S., Merrilees, B., & Miller, D. (2019). Strategic and operational perspectives of SME brand management: A typology. Journal of Small Business Management, 57(3), 943-965.
Niessen, C., Swarowsky, C., & Leiz, M. (2010). Age and adaptation to changes in the workplace. Journal of Managerial Psychology.
Oppong, P., Adjei, H., & Poku, K. (2014). The role of information technology in building customer loyalty in banking:(a case study of agricultural development bank ltd., Sunyani). British Journal of Marketing Studies, 2(4), 9-29.
Petter, S., & Fruhling, A. (2011). Evaluating the success of an emergency response medical information system. International journal of medical informatics, 80(7), 480-489.
Pollack, J., & Adler, D. (2016). Skills that improve profitability: The relationship between project management, IT skills, and small to medium enterprise profitability. International Journal of Project Management, 34(5), 831-838.
Ponte, E. B., Carvajal-Trujillo, E., & Escobar-Rodríguez, T. (2015). Influence of trust and perceived value on the intention to purchase travel online: Integrating the effects of assurance on trust antecedents. Tourism Management, 47, 286-302.
Pulakos, E. D., Arad, S., Donovan, M. A., & Plamondon, K. E. (2000). Adaptability in the workplace: Development of a taxonomy of adaptive performance. Journal of applied psychology, 85(4), 612.
Queiroz, M., Tallon, P., Coltman, T., & Sharma, R. (2020). Digital Infrastructure, Business Unit Competitiveness, and Firm Performance Growth: The Moderating Effects of Business Unit IT Autonomy. Paper presented at the Proceedings of the 53rd Hawaii International Conference on System Sciences.
Rai, A., Lang, S. S., & Welker, R. B. (2002). Assessing the validity of IS success models: An empirical test and theoretical analysis. Information systems research, 13(1), 50-69.
Saleem, Z., & Rashid, K. (2011). Relationship between customer satisfaction and mobile banking adoption in Pakistan. International Journal of Trade, Economics and Finance, 2(6), 537.
Sherazi, S. K., Iqbal, M. Z., Asif, M., Rehman, K., & Shah, S. H. (2013). Obstacles to small and medium enterprises in Pakistan. Principal component analysis approach. Middle-East journal of scientific research, 13(10), 1325-1334.
Siau, Keng, Lim, Ee-Peng, & Shen, Zixing. (2003). Mobile commerce: Current states and future trends Advances in mobile commerce technologies (pp. 1-17): IGI Global.
Straub, D., Limayem, M., & Karahanna-Evaristo, E. (1995). Measuring system usage: Implications for IS theory testing. Management science, 41(8), 1328-1342.
Taouab, O., & Issor, Z. (2019). Firm Performance: Definition and Measurement Models. European Scientific Journal, 15(1), 93-106. .
Ter Hoeven, C. L., Van Zoonen, W., & Fonner, K. L. (2016). The practical paradox of technology: The influence of communication technology use on employee burnout and engagement. Communication monographs, 83(2), 239-263.
Usman, M., Vanhaverbeke, W., Roijakkers, N., & Frattini, F. (2018). Researching open innovation in SMEs: World Scientific.
Wang, C. L., & Ahmed, P. K. (2007). Dynamic capabilities: A review and research agenda. International journal of management reviews, 9(1), 31-51.
Wang, Y., Wang, H., & Shee, D. Y. (2007). Measuring e-learning systems success in an organizational context: Scale development and validation. Computers in Human Behavior, 23(4), 1792-1808.
Yang, K. (2010). Determinants of US consumer mobile shopping services adoption: Implications for designing mobile shopping services. Journal of Consumer Marketing, 27(3), 262-270.
Yueh, H., Huang, J., & Chang, C. (2015). Exploring factors affecting students’ continued Wiki use for individual and collaborative learning: An extended UTAUT perspective. Australasian Journal of Educational Technology, 31(1).
Yusuf, MO., Lawal, B. I., & Oyewusi, M. B. (2020). Benefits of Effective Utilization of Mobile Technologies and Inquiry-Based Teaching Methods in University of Ilorin, Nigeria Mobile Devices in Education: Breakthroughs in Research and Practice (pp. 667-679): IGI Global.
Zhou, T. (2011). Examining the critical success factors of mobile website adoption. Online Information Review, 35(4), 636-652.