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Introduction
Mobile banking (m-banking) is one of the most important strategic changes to occur in retail banking in more than a decade. Changes in technological interfaces have made it possible for the financial industry to delight its customers with instant solutions to their problems through the use of self-service technologies. Today, the financial industry offers a wide range of channel services to its customers, such as branch service for traditional use, self-service devices such as automated teller machines (ATM), telephone banking, internet banking, and m-banking. Internet banking allows customers to conduct financial transactions, such as account transfers, paying bills, stock exchange transactions, and other financial services on a secure website offered by the financial institution (Lee and Chung, 2009; Martins et al. , 2014), usually accessed via a laptop device or desktop PC (Shaikh and Karjaluoto, 2015). m-banking users can perform almost the same transactions of internet banking by using a mobile device (mobile phone, smartphone, or tablet) (Shaikh and Karjaluoto, 2015). m-banking and internet banking are commonly perceived as two similar alternative self-service channels for banks to deliver products and services for their customers (Thakur, 2014). Many banks are encouraging theirs customers to adopt self-service technology, which allows additional benefits such as cost savings and cross-selling activity (Hoehle and Huff, 2012; Sharma and Govindaluri, 2014; Sharma et al. , 2015; Al-Somali et al. , 2009). At the same time, offering different multi-channel services and products enhances the relationship between banks and their customers (Laukkanen, 2007). For these reasons, the e-commerce literature is vast and the research streams continue to grow, as does their impact on the financial industry.
Most studies investigating the youngest channel in the financial industry - m-banking - focus on adoption. Most empirical studies of m-banking seek to understand the factors and motivations that influence the adoption or behaviour intention (e.g. Baptista and Oliveira, 2016). However, there is a paucity of studies on the post-adoption phase, retention, or even continuance of using m-banking. This study focusses on understanding the use of m-banking as a benefit for the user, especially on the individual performance. Although several authors relate "performance" to effectiveness and productivity (e.g. Manzoor, 2012; Adler and Benbunan-Fich, 2012; Mahdi et al. , 2014), we associate individual performance in...