Title: Mobile banking usage and customer loyalty among Indian users: moderating effect of occupation and education

Authors: Sonia Chawla; Savdeep Vasudeva

Addresses: Department of Humanities and Management, Dr. B.R. Ambedkar National, Institute of Technology, Jalandhar, Punjab, India ' Department of Business Administration, University of the People, Pasadena, California, USA

Abstract: Internet penetration and digital payments are significant indicators for reaching the goal of financial inclusion and investigating the role of demographic variables is significant to achieve the goal of financial inclusion. The article has analysed the moderating impact of two significant demographic variables, i.e., occupation and education on mobile banking usage and customer loyalty through hierarchical regression analysis. Further, the present research is unique in the perspective that it is based on customer loyalty as the ultimate construct defining mobile banking usage instead of intention to use. Findings of the study reveal that occupation is a significant moderating variable while education does not significantly moderate the relationship between mobile banking usage and loyalty. Results of the study will help the bankers to give due attention to these variables while drafting any strategy to be formulated for increasing usage of mobile banking or creating any loyalty program for its customers.

Keywords: mobile banking usage; customer loyalty; occupation; education; hierarchical regression.

DOI: 10.1504/IJBIR.2024.143200

International Journal of Business Innovation and Research, 2024 Vol.35 No.4, pp.476 - 496

Received: 20 Oct 2021
Accepted: 08 Dec 2021
Published online: 09 Dec 2024 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article