scholarly journals Exploring customer intentions to adopt mobile banking services: evidence from a developing country

2020 ◽  
Vol 15 (2) ◽  
pp. 105-116
Author(s):  
Ayeasha Akhter ◽  
Ahmed Al Asheq ◽  
Md. Uzzal Hossain ◽  
Md. Mobarak Karim
Keyword(s):  
Smart Phone ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Banking ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Significance Level ◽  
Technology Competency ◽  
Intent To Use ◽  
Business Administration Students

As the number of smart phone users and the popularity of Internet among people are growing day by day in Bangladesh, it became necessary for Bangladeshi local banks to provide mobile banking services to their customers. Therefore, this study seeks to identify the crucial and determining factors that may affect the intention of customers to use mobile banking services. The sample size in this study is 91, in which majority are the students of Business Studies. All respondents have mobile banking at the time of the survey. The samples in the study were mainly drawn from the private university students (i.e. Business Administration students) and faculty members, and some bank officers participated as sample respondents in this study. A non-probability random sampling method is applied, and a 5% significance level is used to accept the hypotheses. Cronbach alpha (α) of 0.7 and above is considered to measure the reliability of the item wise variables. This study examines six variables (perceived usefulness, perceived ease of use, trust, security, perceived privacy, and technology competency) to analyze their impact on the behavioral intention of banking customers to use mobile banking services. Three variables, namely perceived usefulness, security, and technology competency, are found to be significant predictors of customers’ intent to use mobile banking in Bangladesh. For analytical purposes, SPSS version 23.0 is used to test hypotheses. The paper also provides significant implications for bank managers to increase the adoption of mobile banking for their sustainability.

Mobile banking adoption in Islamic banks

2019 ◽  
Vol 11 (6) ◽  
pp. 1405-1418
Author(s):  
Dwi Suhartanto ◽  
David Dean ◽  
Tuan Ahmad Tuan Ismail ◽  
Ratna Sundari
Keyword(s):  
Islamic Law ◽  
Ease Of Use ◽  
Partial Least Square ◽  
Perceived Usefulness ◽  
Mobile Banking ◽  
Islamic Banks ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Content Type ◽  
Islamic Bank

Purpose This paper aims to examine mobile banking adoption in Islamic banks by integrating technology adoption model (TAM) and Religiosity-Behavioural Intention Model. Design/methodology/approach This study uses a sample of 300 mobile banking customers of Islamic banks from West Java Province, Indonesia. Partial least square was applied to assess the association between perceived usefulness, perceived ease-of-use, religiosity, satisfaction, and adoption. Findings The results of this study disclosed that the integration of TAM and Religiosity-Intention model provides a more complete explanation of Islamic bank consumers’ adoption of mobile banking. Besides perceived usefulness and perceived ease-of-use, the results of this study emphasise the importance of religiosity in mobile banking adoption. Practical implications This study offers an opportunity for Islamic bank managers to increase the adoption of their mobile banking services. To increase the adoption of mobile banking services, Islamic banks must not only provide an application that is useful and easy to use but also consider the customer’s religiosity. All of their mobile banking marketing strategies should focus on providing high-quality mobile service while ensuring the bank’s operations are compliant with the Islamic law. Originality/value This study is the first attempt to integrate TAM and Religiosity-Intention Model to assess mobile banking adoption.

Determinants of consumers’ intention to adopt mobile banking services in Zimbabwe

2017 ◽  
Vol 35 (6) ◽  
pp. 997-1017 ◽  
Author(s):  
Charles Makanyeza
Keyword(s):  
Self Efficacy ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Behavioural Intention ◽  
Relative Advantage ◽  
Mobile Banking ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Content Type ◽  
Intention To Adopt

Purpose The purpose of this paper is to investigate the determinants of consumers’ intention to adopt mobile banking services in Zimbabwe. Design/methodology/approach A survey of 232 bank customers was conducted in Chinhoyi, Zimbabwe, using a structured questionnaire with Likert-type questions. Customers were randomly intercepted as they walked out of five major banks. Structural equation modelling, independent-samples t-test and one-way ANOVA were used to test research hypotheses. Findings The study found that perceived usefulness, perceived self-efficacy, social influence, relative advantage and perceived compatibility all have a positive effect, whilst perceived risk has a negative effect on behavioural intention to adopt mobile banking services in Zimbabwe. Perceived ease of use, facilitating conditions, perceived complexity, perceived trialability, awareness-knowledge and demographic factors (gender, age, education and income) did not significantly influence behavioural intention to adopt mobile banking. Perceived ease of use was found to positively influence perceived usefulness, while perceived self-efficacy was found to have a positive effect on perceived ease of use. Behavioural intention was found to positively influence usage of mobile banking services in Zimbabwe. Research limitations/implications Data were collected from bank customers in Chinhoyi, one of the emerging towns in Zimbabwe. Future research should be expanded to include other major cities in Zimbabwe and other countries. More similar studies should be conducted to test the factors identified in literature in different contexts and markets and on other innovations. Practical implications The study advises banks to pay particular attention to perceived usefulness, perceived self-efficacy, social influence, relative advantage, perceived compatibility and perceived risk when designing new mobile banking services. Originality/value There is not a unified position regarding factors influencing mobile banking adoption. Factors vary with contexts, markets, time and types of innovations. The study tested some major factors identified in literature in the context of Zimbabwe.

User Motivation and Acceptance of Mobile Services in Nigeria

2018 ◽  
Vol 10 (2) ◽  
pp. 70-81 ◽  
Author(s):  
Okocha Olabisi Foluke
Keyword(s):  
Social Influence ◽  
Mobile Services ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Service ◽  
Intention To Use ◽  
Mobile Banking ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Economic Issues

This study was designed to investigate the factors that influence the motivation and acceptance of mobile services in Nigeria. This understanding is valuable for improved commercialization of telecommunication services, and in the customer relationship management process as the success of mobile service adoption is dependent on user needs. Three separate questionnaires were designed and used as the major instrument of data collection. A purposive sampling method was adopted for the study; three hundred and ten questionnaires were administered on three different categories of respondents. Data analysis was carried out using principal component analysis, regression and logistic regression. The results showed that for entertainment services (caller tunes), informational services (internet modem) and mobile banking services, the major motivating factor for its use was the preference of the song, convenience in browsing and convenience in banking respectively whereas the major preventing factor was high cost for entertainment services and internet modem service and insufficient information for mobile banking. Results also showed that for entertainment services perceived usefulness, perceived ease of use, social influence and economic issues where important in determining a user's intention to use but for the internet modem service perceived ease of use is the only significant factor in determining a user's intention to use. For mobile banking services, social influence and economic issues are significant in determining use. It is therefore imperative for telecommunication firms to study and consider the unique characteristics of each mobile category and use these findings in the design of their services.

Extending the TAM Model: Intention of Management Students to Use Mobile Banking: Evidence from India

2017 ◽  
Vol 18 (1) ◽  
pp. 238-249 ◽  
Author(s):  
V.V. Ravi Kumar ◽  
Anurag Lall ◽  
Tanmay Mane
Keyword(s):  
New Technology ◽  
Internet Banking ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Intention To Use ◽  
Mobile Banking ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Tam Model ◽  
Management Students

The educated youth in India have adapted well to technology and technology-based solutions. Much of it has been attributed to the increased usage of computers, Internet and the smartphones among the educated youth in India. It becomes a useful and important exercise, therefore, to study their attitude towards new technology-based products and services in view of the fact that this segment has a requirement for utilizing banking services for at least the next 30 years. Banking has been one industry which has been in the forefront in offering technology-based delivery channels like ATM, Internet banking and mobile banking. This article studies the underlying factors influencing management students in their intention to use mobile banking. The study utilizes two constructs of the technology adoption model and then extends it further to include two additional constructs. The results suggest that perceived usefulness and perceived ease of use, social influence and trust propensity are the underlying factors in respect of the behavioural intention to use mobile banking services.

Mobile Banking Adoption and Financial Credit Accessibility in Wote Sub – County, Makueni County, Kenya

2019 ◽  
Vol 3 (IV) ◽  
pp. 65-79
Author(s):  
Nahashon Kairo Kibicho ◽  
John Mungai
Keyword(s):  
Technology Acceptance ◽  
Rural Areas ◽  
Perceived Risk ◽  
Service Providers ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Banking ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Financial Credit

Although the financial system is a vital component of the socio-economic development of any nation, most Kenyans lack access to formal financial credit services. This arises due to the cause of putting up bank branches in the rural areas is deemed not economically viable. Most banks have partnered with Mobile Network Operators to help mitigate this problem by introducing the use of Mobile banking (M-banking) technology in accessing vital banking services such as financial credit. However, this effort may not attain success if the factors inhibiting the use of M-banking technology have not been assessed. The purpose of this study was to establish the effect of Mobile banking adoption on financial credit accessibility by residents in Wote sub-county. This study was necessitated by the current emerging trend of accessing financial credit through the Mobile banking system. This study adopted a technology acceptance model to establish the effects of adopting mobile banking and its application in use of banking services among residents of Wote sub-county. The study was guided by the following objectives: To establish the effect of perceived usefulness, perceived ease of use, and perceived risk of using mobile banking technology and financial credit accessibility in Wote sub-county, Makueni county, Kenya. Descriptive research design was employed in which the study population comprised the residents of Wote sub-county. The target population of the study consisted of 137,944 mobile money users across both banked and non-banked population in Wote sub-county and the sample size comprised of 138 participants who were selected through the use of simple random sampling technique. Data was collected using a questionnaire whose reliability was established by use of Cronbach’s Alpha. All items in the questionnaire had a score of above 0.7 which was deemed to be the acceptable threshold. The questionnaires were administered through drop and pick later method. The data collected was processed and analysed using SPSS. Descriptive statistics such as percentages, frequencies, standard deviation and mean scores were used. Afterwards, the research findings were presented using frequency tables, pie charts and bar graphs. Multiple regression analysis was used to analyse and draw inferences from the research data. The results indicated that perceived usefulness of mobile banking technology perceived ease of use of mobile banking technology, and perceived risk of using mobile banking technology were statistically significant in accessing of financial credit. The intervening variable- customers’ attitude- was found to be non-significant. This study recommended that both the banks and MNO’s to continuously invest in product improvement of mobile banking systems to ensure the uptake of mobile credit is enhanced. The study also recommended that the financial service providers should engage in education and extensive customer awareness on use of mobile applications to access mobile credit as well as draw up strategies to reduce the mobile phone operational costs such as the interest charged on mobile loans which are a major hindrance. Further, the banks and MNO’s should increase extra security features in their systems to increase trust in accessing mobile credit. Finally, the service providers should make mobile banking more user friendly for ease of financial credit access by incorporating graphics interface.

scholarly journals Antecedent behaviour and its implication on the intention to reuse the internet banking and mobile services

2021 ◽  
pp. 451-464 ◽  
Author(s):  
Jeffry Z.C. Nelwan ◽  
Ni Nyoman Kerti Yasa ◽  
I Putu Gde Sukaatmadja ◽  
Ni Wayan Ekawati
Keyword(s):  
Technology Acceptance ◽  
Ease Of Use ◽  
Partial Least Square ◽  
Perceived Usefulness ◽  
Intention To Use ◽  
Mobile Banking ◽  
Perceived Benefits ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Mediating Role

The Covid-19 pandemic has forced people to maintain physical distance during everyday contact, known in popular terms as physical distancing, which triggers the banking industry to accelerate its digital transformation to maximize service to customers. It aims to make business processes to work more efficiently and to drive force that will create various business opportunities. This study aims to explain the main factors that contribute and influence the adoption of internet and mobile banking services, which are antecedents of customer attitudes towards the intention to use these services. This study uses primary data and the unit of analysis is 200 respondents of Bank Bukopin customers who are users of its internet and mobile banking services with a replication of the technology acceptance model (TAM) in the context of internet service adoption and mobile banking. This study uses non-probability sampling with purposive sampling technique, and to analyze the research model, the Partial Least Square (PLS) method is used with the SmartPLS 3.0 M3 program as a tool. The research findings indicate that the intention to reuse is directly affected significantly by perceived ease of use, trustworthiness, and attitude to use. Perceived benefits do not have a significant effect on directly affecting intention to use, but have a positive and significant effect if they get a mediating role from the attitude of using. This study proves the existence of a mediating role for perceived benefits and beliefs on attitudes to use. This study also strengthens the evidence that attitudes have a strong and positive and significant effect on intention to reuse, and are able to fully mediate the effect of perceived ease of use, perceived usefulness and trust on intention to reuse. Bank Bukopin management and bankers are also expected to use the results of this study to evaluate and take corrective action on aspects that are deemed incapable of encouraging the adoption of their internet and mobile banking services and creating customer loyalty to continually use the services they provide.

scholarly journals Customers’ behavioral intention on mobile banking services in Indonesia

2021 ◽  
Vol 10 (7) ◽  
pp. 353-362
Author(s):  
Edwin Bustami ◽  
Sihol Situngkir ◽  
Syahmardi Yacob ◽  
Ade Octavia
Keyword(s):  
Path Analysis ◽  
Behavioral Intention ◽  
Sampling Method ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Banking ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Verification Methods ◽  
Customer Attitudes

This study examines the effects of knowledge, trust, enjoyment, risk, and culture on perceived ease of use, attitudes, perceived usefulness, and behavioral intention for choosing Jambi mobile banking services. Survey and verification methods were used with a sample of 400 units. Furthermore, this study used an accidental sampling method and analyzed data through Path Analysis. The findings of the study demonstrated that knowledge, enjoyment, and risk directly and significantly affect Indonesian customer attitudes, while a trust does not influence perceived ease of use, perceived usefulness, and behavioral intention. Moreover, risk and culture directly and significantly affect perceived ease of use and perceived usefulness.

A Study on Behavior Intention to Adopt Mobile Banking Apps

2021 ◽  
Vol 13 (2) ◽  
pp. 60-72
Author(s):  
Phan Dai Thich
Keyword(s):  
Social Influence ◽  
Perceived Risk ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Influential Factor ◽  
Mobile Banking ◽  
Perceived Ease Of Use ◽  
Behavior Intention ◽  
Intention To Adopt ◽  
Tam Model

This study aims to examine the factors influencing consumers' behavior intention to adopt mobile banking apps. The research uses the TAM model with additional variables such as social influence and perceived risk to evaluate how these factors impact the behavior intention of young customers toward adopting mobile banking services. PLS-SEM was used as the main research method. The findings from this paper reaffirmed that perceived usefulness and social influence are the most influential factor in behavior intention, but perceived ease of use and perceived risk showed insignificant impacts on young consumers' behavior intention in Vietnam. This paper also found that perceived ease of use had no direct impact on behavior intention but an indirect impact through facilitating perceived usefulness. This subject makes a practical and academic contribution in the context of a developing country where is lacking research in mobile banking apps.

scholarly journals Analysis of Factors Influencing Intensity Use of Mobile Banking Islamic Bank

2021 ◽  
Vol 8 (11) ◽  
pp. 441-449
Author(s):  
Sutarminingsih . ◽  
Lukman M Baga ◽  
Imam Teguh Saptono
Keyword(s):  
Perceived Risk ◽  
Online Shopping ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Banking ◽  
Banking Services ◽  
Service Strategy ◽  
Islamic Bank ◽  
Banking Service ◽  
Internet Users

The development of internet users and technology has influenced the banking industry to transform its services towards digital. XYZ Sharia Bank is one of the banks that implements a digital banking service strategy through mobile banking. The purpose of this study is to describe the characteristics of mobile banking users, then analyze what influences the behavioral intentions of users in increasing the intensity of mobile banking use, and provide recommendations for development strategies for Islamic Bank XYZ to increase the intensity of mobile banking use. The results of this study qualitatively indicate that the characteristics of XYZ Islamic Bank mobile banking users are dominated by millennial generation males. XYZ Syariah Bank is the choice for mobile banking services because of its practical and flexible use. In addition to general banking transactions, XYZ Syariah Bank mobile banking is also an option because it provides services to complement people's lifestyles, namely for digital wallet refills, online shopping payments through the marketplace/e-commerce. The results of the research quantitatively indicate that all of the variables studied, namely perceived usefulness, ease of use, interaction needs, perceived risk, perceived cost of use, trustworthiness, credibility, and compatibility with lifestyle and needs have a significant influence on the intensity of using Islamic Bank mobile banking XYZ, where the biggest factor in influencing the intensity of the use of XYZ Islamic Bank's mobile banking is compatibility with lifestyle and needs. Keywords: Digital Banking, Mobile Banking, Intensity of Using, Sharia Bank.

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