EXAMINATION OF DIGITAL AND NON-DIGITAL FACTORS ON PERCEPTION OF MOBILE BANKING CUSTOMERS: A CASE OF DEVELOPING ECONOMY

2021 ◽  
Vol 37 (04) ◽  
pp. 388-399
Author(s):  
Afam Icha Ituma ◽  
Adil Riaz ◽  
Muhammad Hasnain Ali
Keyword(s):  
Banking Sector ◽  
Practical Implication ◽  
Relative Advantage ◽  
Mobile Banking ◽  
Developing Economy ◽  
Independent Variables ◽  
Customer Base ◽  
Performance Expectancy ◽  
The Social ◽  
Effort Expectancy

The purpose of current study is to examine perception of mobile banking customers about digital and non-digital factors in Pakistan. The population of current study consists of current and future users of mobile baking in Pakistan. In this study, mobile banking usage is considered as dependent variable and seven variables (5-digital & 2-non-digital) have been selected as independent variables. The SPSS version 16 was used to analyse and report the data collected through an administrative questionnaire. The results of current study indicated that non-digital factors (Need of service and service quality) has insignificant relationship with perception of the mobile banking customers. Also, results indicated a significant relationship between digital factors (Performance expectancy, effort expectancy, relative advantage, trust and security) with perception of mobile banking customers. As a practical implication of the study, current study facilitate banking sector to facilitate their customers and retain their customer base. Banks used these results to identify the social norms of their banking customers and link them with mobile banking technology to facilitate them.

scholarly journals DIGITAL MORTGAGE BANKING ACCEPTABILITY IN PHILIPPINE UNIVERSAL BANKS: EVIDENCE FROM UTAUT MODEL

2019 ◽  
Vol 4 (15) ◽  
pp. 01-15 ◽  
Author(s):  
Dave T. Morales ◽  
Fernando L. Trinidad
Keyword(s):  
Mobile Device ◽  
Consumer Behaviour ◽  
Banking Sector ◽  
Mobile Banking ◽  
Time Frequency ◽  
Utaut Model ◽  
Performance Expectancy ◽  
Effort Expectancy ◽  
The World ◽  
Facilitating Conditions

The changing consumer behaviour all over the world has resulted in the shift of businesses into becoming client-centric. Clients nowadays want convenience, faster processes, seamless transactions, and instant service. The banking sector is not excused with these changes. In fact, bank clients want the same; bank services at the tip of their fingertips. So how should banks respond to these growing demands of clients? Involving technology in bank operations will ensure faster, more convenient, and more seamless transactions as this allows clients to access bank services anytime and anywhere. This study particularly paid attention to the digitization of mortgage banking using the UTAUT model to better understand its acceptability among its clients. The empirical results found that the determinants of behavioural intention to accept digital mortgage device among mortgage clients were facilitating conditions, performance expectancy and effort expectancy. Furthermore, results revealed that performance expectancy is directly related to internet time, frequency of product purchase using a mobile device and use of mobile banking.

scholarly journals Technology Acceptance In Crowdfunding Among Retailers

2021 ◽  
Vol 39 (5) ◽  
Author(s):  
Mohammed Hariri Bakri ◽  
Mohammed Soleh Md Radzai ◽  
Ahmad Mujahid Mat Rasid
Keyword(s):  
Social Influence ◽  
Technology Acceptance ◽  
Independent Variables ◽  
Customer Base ◽  
Descriptive Research ◽  
Performance Expectancy ◽  
Retail Business ◽  
Effort Expectancy ◽  
The Government ◽  
Alternative Finance

Crowdfunding is currently Malaysia's fastest growing source of alternative finance for companies. It is an enticing opportunity for entrepreneurs with innovative ideas who would not otherwise have found capital to leverage the power of the audience to bring goods and projects from the ground. Crowdfunding has traditionally been the go-to funding solution for individuals, startups and entrepreneurs. But more recently, retailers and larger companies have been using crowdfunding as an investment route, market research tool or promotional technique. The obvious attraction of crowdfunding for retailers is that it sidesteps the need to convince a bank or investor you can make their investment worthwhile. But the rewards of the crowdfunding model are not just financial. A crowdfunding campaign can raise awareness of a brand or product, deliver valuable information about demand for a product or service, and create an already established customer base once a campaign is complete. Hence, this research focused on determining the factors that could influence the prospective retailers' intention to collect fund from crowdfunding platform. The research selected the UTAUT model to determine the prospective retailer's intention toward collecting fund to the crowdfunding project. There were four independent variables, namely performance expectancy, effort expectancy, social influence, and reliability. The intention of the prospective retailer was selected as the dependent variable. With respect to the literature review, four hypotheses were developed in this study. To test the developed hypothesis in this study, descriptive research was adopted by applying a self-administered questionnaire distributed to respondents. For this study, convenience sampling was selected, whereby 379 respondents responded and answered the questions. All the independent variables have shown that they were positively significant to the intention of the prospective retailer. Hence, the intention of prospective retailer is influenced by performance expectancy, effort expectancy, social influence, and reliability. This research successfully contributed to the knowledge in this field by applying the UTAUT factor in the context of crowdfunding for expanding retail business. Regarding practitioners in this field, this research could act as a guideline or reference to enhance the retailer's intention to collect fund in a crowdfunding project. Lastly, for policymakers, it is hoped that this research could be used as a standard and reference for future crowdfunding initiatives by the government.

What improves smart meters' implementation? A statistical meta-analysis on smart meters' acceptance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jonathan Gumz ◽  
Diego Castro Fettermann
Keyword(s):  
World Literature ◽  
Design Methodology ◽  
Meta Analysis ◽  
Schmidt Method ◽  
Smart Meters ◽  
Content Type ◽  
Performance Expectancy ◽  
The Social ◽  
Effort Expectancy ◽  
Meta Regression

PurposeThis article aims to compare smart meters' acceptance studies worldwide to consolidate trends and highlight factors that are not a consensus.Design/methodology/approachThis work performs a statistical meta-analysis, using the Hunter–Schmidt method and the UTAUT2 model, of the factors of acceptance of smart meters in the world literature. A meta-regression was also conducted to verify the moderation exercised by gender, level of education and timeline context of the articles.FindingsThe main results point to hedonic motivation, performance expectancy and effort expectancy as the leading influencers for smart meter's acceptance. Meta-regression indicates that the influence is more significant among the male gender and that over the years, the social influence must gain weight in the smart meter's acceptance.Social implicationsSpecific strategies are suggested to improve projects for the implementation of smart meters based on the obtained results.Originality/valueThe contribution given by this work is relevant, considering it is the first meta-analysis focused on smart meters' acceptance published in the literature

Customers’ Perspectives of Internet Banking Adoption in Developing Economies

2014 ◽  
pp. 191-205
Author(s):  
G. Varaprasad ◽  
R. Sridharan ◽  
Anandakuttan B. Unnithan
Keyword(s):  
Perceived Risk ◽  
Service Sector ◽  
Banking Sector ◽  
Developing Economies ◽  
Internet Banking ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Relative Advantage ◽  
Perceived Ease Of Use ◽  
Customer Base

The competition in the banking sector has increased dramatically from the past decade. This increased competition environment in the financial service sector has resulted in the development and utilization of alternative delivery channels. The advancements and revolutions in the communication and information technology have changed the functional scenario of the banking sector significantly. Internet banking is a novel delivery channel of banking and has been found to be an optional channel for the traditional banking because of the savings in time, money and effort. Banks have become more and more competitive to meet the customers demand for ease of use, functionality, relative advantage, greater accessibility and the best of the services at a lower price. The objective of this study is to investigate the factors which influence the adoption of Internet banking adoption in private sector banks of India. Factors such as perceived usefulness, perceived ease of use, perceived risk, relative advantage and trialability have been found to be the determinants of Internet banking in the previous studies. A new variable called conspicuousness has been introduced in the present study. Such a study has not been reported in the literature in the Indian context. A model has been proposed and tested using various statistical techniques. The findings are of great use primarily for the banks which are planning to offer Internet banking services, and for already existing banks to focus on the gaps. This research article provides valuable insights into the underlying contextual factors of Internet banking behavior for researchers and practitioners. The outcome of the study can be used to formulate new marketing strategies to increase the customer base of Internet banking market.

scholarly journals Analisis Faktor-Faktor UTAUT dan Trust Terhadap Behavioral Intention Pengguna BNI Mobile Banking Pada Pekerja Migran Indonesia

2021 ◽  
Vol 4 (2) ◽  
pp. 926-939
Author(s):  
Rita Rita ◽  
Mita Handra Fitria
Keyword(s):  
Social Influence ◽  
Migrant Workers ◽  
Behavioral Intention ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Mobile Banking ◽  
Performance Expectancy ◽  
Gender And Age ◽  
Effort Expectancy ◽  
Facilitating Conditions

The purpose of this study is to analyze the UTAUT and Trust factors on the Behavioral Intention of BNI mobile banking users on Indonesian Migrant Workers. Performance expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, and Trust as independent variables, Behavioral intention as the dependent variable, and Gender and Age as moderators in this study. The sampling technique used in this study is a side probability as a sampling method. Where probability sampling in this study provides equal opportunities for each element in the population to be selected. Researchers used simple random sampling where the distribution of samples was carried out randomly within the population and each member had the same opportunity. Data collection was carried out by distributing survey questionnaires which were filled in by 100 Indonesian Migrant Workers' participants. The analysis tool used is Smart PLS 3.3.2. The results showed that Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, and Trust towards the Behavioral intention of BNI Mobile banking users to Indonesian Migrant Workers simultaneously. Meanwhile, partially there is an influence on the Facilitating conditions variable on the Behavioral intention of BNI Mobile banking users for Indonesian Migrant Workers, but there is no influence on Performance expectancy, Effort Expectancy, Social Influence, and Trust on the Behavioral intention of BNI Mobile banking users for Indonesian Migrant Workers. There is no influence of the Gender and Age variables in moderating the effect of the Facilitating conditions variable on the Behavioral intention of BNI Mobile banking users to Indonesian Migrant Workers.

The influences of technological characteristics and user beliefs on customers' perceptions of live chat usage in mobile banking

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chorng-Guang Wu ◽  
Jonathan C. Ho
Keyword(s):  
Customer Engagement ◽  
Mobile Service ◽  
Mobile Banking ◽  
Content Type ◽  
Performance Expectancy ◽  
Technological Characteristics ◽  
Live Chat ◽  
Effort Expectancy ◽  
Facilitating Conditions ◽  
The Relationship

PurposeIn recent years, numerous banks have introduced live chat systems to their mobile banking (m-banking) applications to help customers address problems that arise while using m-banking. However, few researchers have investigated bank customers' perceptions of live chat in the context of m-banking, known as mobile chat. The present study attempts to fill this research gap and identify potential factors affecting bank customers' intention and attitude toward using mobile chat from the perspective of functional and expected advantages.Design/methodology/approachA research model was developed integrating three technological characteristics of mobile chat (mobility, reachability and convenience) identified from the mobile service and self-service technology literature with user beliefs involving performance expectancy, effort expectancy and facilitating conditions specified by the unified theory of acceptance and use of technology. The proposed model was evaluated using data collected from a field survey of 268 customers with experience in Internet or m-banking at an international bank in Taiwan. The mediating effects of attitude on the relationship between intention and its predictors were also measured.FindingsThe results suggest that reachability and convenience influence performance expectancy whereas effort expectancy is affected by all the technological characteristics. Additionally, customers' intention is determined by attitude, effort expectancy and facilitating conditions whereas their attitude depends on the three constructs of user beliefs.Research limitations/implicationsThe development of user behavioral research in intelligent customer engagement is lacking in the m-banking literature. This study sheds light on Internet banking and m-banking customers' viewpoints and the salient determinants of their intention and attitude toward using mobile chat. Therefore, the findings allow a broader understanding of customer engagement applications in the banking sector.Practical implicationsThe research findings would help banks not only better understand how to deploy useful mobile applications for improving the effectiveness of their mobile service development but also develop adequate mobile strategies to engage with customers more intelligently.Originality/valueThis research provides valuable insight into the relationship between the adoption of intelligent customer engagement tools and the improvement of customer support performance in the context of m-banking. Moreover, this study is among the first to identify the potential mobile technological factors that might affect bank customer expectations from mobile chat applications.

scholarly journals Exploring the Role of Trust in Mobile-Banking Use by Indonesian Customer Using Unified Theory of Acceptance and Usage Technology

2020 ◽  
Vol 11 (2) ◽  
pp. 51 ◽  
Author(s):  
Mohamad Saparudin ◽  
Agus Rahayu ◽  
Ratih Hurriyati ◽  
Mokh. Adib Sultan
Keyword(s):  
Social Influence ◽  
Study Data ◽  
Intention To Use ◽  
Mobile Banking ◽  
Performance Expectancy ◽  
Study Results ◽  
Effort Expectancy ◽  
Convenience Sampling ◽  
Technology Benefits

M-banking is an innovative digital application that provides convenience in transactions and this technology benefits both customers and banks. The purpose of this study is to examine the factors that influence the customer's intention to use m-banking and the role of trust in influencing the UTAUT construct. The UTAUT model that is expanded with trust variables is used in this study. Data was collected through an empirical study based survey of 243 participants in Jakarta, using convenience sampling. The study results show that there is a significant relationship between performance expectancy, effort expectancy, social influence and trust with behavioral intention. Moreover, trust significantly influence performance expectancy, effort expectancy, social influence. The findings theoretically are able to prove the factors that influence the customer's mobile banking adoption, where the effort expectancy factor is the factor that most influences the intention to use m-banking in Indonesia.

scholarly journals An empirical examination of the moderating role of age and gender in consumer mobile banking use: a cross-national, quantitative study

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohamad Merhi ◽  
Kate Hone ◽  
Ali Tarhini ◽  
Nisreen Ameen
Keyword(s):  
Demographic Factors ◽  
Mobile Banking ◽  
Age And Gender ◽  
Banking Services ◽  
Content Type ◽  
Performance Expectancy ◽  
Effort Expectancy ◽  
And Gender ◽  
Facilitating Conditions ◽  
Cross National

PurposeDespite the benefits of mobile banking services in an increasingly digitised world, adoption rates remain unsatisfactory. The present cross-national study examines age- and gender-dependent variations of consumer intentions and use of mobile banking services.Design/methodology/approachThe study analyses consumer mobile banking use by integrating factors such as with trust, security and privacy and it examines the effects of these factors among two demographic factors including age and gender. 897 Lebanese and British mobile banking users completed a survey. Data was analysed by partial least squares-structural equations modelling.FindingsConsumer behavioural intention was significantly moderated by age through its relationship with facilitating conditions and trust among Lebanese respondents, and performance expectancy, effort expectancy, hedonic motivation, price value and habit among their British counterparts. As for gender, a significant moderating effect was evidenced in the Lebanese, but not the British sample, on the level of performance expectancy, effort expectancy, facilitating conditions, price value and perceived security.Originality/valueThe findings provide evidence of the applicability of the new factors proposed in this research. The reflection of the influence of these demographic factors in a cross-national context provides insights into mobile banking adoption variation between different countries.

An Empirical Investigation of Mobile Banking Adoption in Developing Countries

2014 ◽  
Vol 10 (1) ◽  
pp. 76-93 ◽  
Author(s):  
Raju Pavithran ◽  
G. Varaprasad ◽  
R. Sridharan ◽  
Anandakuttan B. Unnithan
Keyword(s):  
Developing Countries ◽  
Perceived Risk ◽  
Banking Sector ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Relative Advantage ◽  
Mobile Banking ◽  
Perceived Ease Of Use ◽  
Personal Innovativeness ◽  
Competitive Edge

Mobile phone has become an integral part of our lives. The penetration rate of mobile phones in the developing countries has increased abruptly and this is a good sign for the banking sector. Mobile banking is the most recently launched innovative feat in the banking sector. The unique ability of mobile banking to perform banking transactions irrespective of place and time has given a competitive edge over traditional banking. Even though, all circumstances are in favour of mobile banking, it has failed to take off in most of the developing countries. Hence, the main objective of the study is to find out the constructs which affect the adoption of mobile banking in India. A model has been proposed with the factors namely perceived usefulness, perceived ease of use, self-efficacy, perceived risk, perceived enjoyment, relative advantage, compatibility, trust, social influence and personal innovativeness. The proposed model has been tested using various statistical analyses and the findings of this study reveal that relative advantage has the strongest relationship with the intention to use mobile banking.

scholarly journals Evaluasi Penerimaan Mobile Aplikasi Mandiri Online Terhadap Minat Nasabah Menggunakan Metode UTAUT II (Studi Kasus: Bank Mandiri Cabang Solo)

2021 ◽  
Vol 7 (1) ◽  
pp. 8-14
Author(s):  
Elvina Wahyuningsih ◽  
Bambang Soedijono W.A ◽  
Sudarmawan Sudarmawan
Keyword(s):  
Social Influence ◽  
Internet Banking ◽  
Mobile Banking ◽  
Performance Expectancy ◽  
Effort Expectancy

Fenomena layanan digital yang terjadi di Indonesia saat ini sangat menarik. Mobile Banking merupakan layanan digital di bidang perbankan. Layanan dilakukan dengan tujuan untuk mempermudah nasabah melakukan transaksi keuangan (perbankan) untuk penggunaan teknologi informasi (Mobile Banking). Mobile Banking diartikan sebagai fasilitas bagi nasabah bank untuk dapat melakukan aktifitas perbankan mereka secara lebih leluasa, dimana saja, kapan saja, dan tanpa harus secara fisik mengunjungi bank tersebut. Layanan yang disediakan menyesuaikan mobilitas konsumen. Guna memenuhi harapan konsumen, perbankan melakukan inovasi dengan mengikuti perkembangan teknologi informasi dan memberikan kemudahan kepada konsumen dalam melakukan transaksi, diantaranya dengan fitur ATM, SMS banking, internet banking, phone banking dan mobile banking. Evaluasi sistem informasi merupakan aspek penting dalam menilai keberhasilan implementasi sistem informasi. Tujuan utama evaluasi penerimaan Aplikasi Mobile Mandiri Online terhadap minat Nasabah menggunakan metode UTAUT II yaitu untuk menguji adanya pengaruh performance expectancy, effort expectancy, social influence, facilitating condition, hedonic motivation, price value, dan habit terhadap minat nasabah menggunaan mobile banking pada nasabah Mandiri cabang Solo.

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