Primary list of factors
| Code | Factor | Reference |
|---|---|---|
| Sec-1 | Monetary safety | Laforet and Li (2005), Boonsiritomachai and Pitachyadejanant (2017), Achieng and Ingari (2015) |
| Sec-2 | Safety of personal information | Ghosh and Barua (2014), Achieng and Ingari (2015), Kabir (2013) |
| Exp-1 | Transaction fee | Achieng and Ingari (2015) |
| Exp-2 | Transportation cost | Jannat and Ahmed (2015) |
| Exp-3 | Discount | Focus group |
| R-Adv-1 | Time savings | Kabir (2013) |
| R-Adv-2 | Social image | Mattila (2003) |
| R-Adv-3 | Retrieval of account balance and history | Kahandawa and Wijayanayake (2014) |
| Res-1 | Customer care | Ghosh and Barua (2014) |
| Res-2 | Agent and helpline | BB & DU (2017) |
| Res-3 | Prompt correction of error | BB & DU (2017) |
| Conv-1 | Accessibility | Islam and Himel (2015) |
| Conv-2 | Continuous update | Boonsiritomachai and Pitachyadejanant (2017) |
| Conv-3 | Reduce physical and mental effort | Achieng and Ingari (2015) |
| Conv-4 | Easy function | Jannat and Ahmed (2015) |
| Conv-5 | Proper instruction | Leiva et al. (2017) |
| Sat-1 | Choice preference | Ghosh and Barua (2014) |
| Sat-2 | Pleased feelings | Islam and Himel (2015), Kheng et al. (2010) |
| Sat-3 | Satisfying experience | Kabir (2013) |
| Loyal-1 | Continuity | Lam and Burton (2006) |
| Loyal-2 | Objection | Ghosh and Barua (2014) |
| Loyal-3 | Recommend | Wong (2013) |
| Code | Factor | Reference |
|---|---|---|
| Sec-1 | Monetary safety | |
| Sec-2 | Safety of personal information | |
| Exp-1 | Transaction fee | |
| Exp-2 | Transportation cost | |
| Exp-3 | Discount | Focus group |
| R-Adv-1 | Time savings | |
| R-Adv-2 | Social image | |
| R-Adv-3 | Retrieval of account balance and history | |
| Res-1 | Customer care | |
| Res-2 | Agent and helpline | |
| Res-3 | Prompt correction of error | |
| Conv-1 | Accessibility | |
| Conv-2 | Continuous update | |
| Conv-3 | Reduce physical and mental effort | |
| Conv-4 | Easy function | |
| Conv-5 | Proper instruction | |
| Sat-1 | Choice preference | |
| Sat-2 | Pleased feelings | |
| Sat-3 | Satisfying experience | |
| Loyal-1 | Continuity | |
| Loyal-2 | Objection | |
| Loyal-3 | Recommend |
Source(s): Literature review
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