Scale Development and Validation for Measuring the Adoption of Mobile Banking Services

2019 ◽  
Vol 20 (2) ◽  
pp. 434-457 ◽  
Author(s):  
Deepak Chawla ◽  
Himanshu Joshi
Keyword(s):  
Factor Analysis ◽  
Technology Acceptance ◽  
Reliability And Validity ◽  
Measurement Model ◽  
Developed Countries ◽  
Internet Banking ◽  
Mobile Internet ◽  
Ease Of Use ◽  
Mobile Banking ◽  
Banking Services

Mobile banking (m-banking) has provided new opportunities to banks to engage more effectively with customers. With increasing smartphone penetration and affordable internet connectivity, both urban and rural India are witness to an increase in the number of mobile internet users. A majority of the recent studies on m-banking are focused on developed countries. Among Indian studies, a majority of them focus on internet banking, not many exist that explore the factors which influence user attitude (ATT) and intentions to adopt m-banking. This article aims to propose a scale to study m-banking adoption and validate it in the Indian context. An exploratory study was conducted through a literature review, a focus group discussions and some personal interviews. Exploratory factor analysis (EFA) was carried out which resulted in seven factors labelled as ease of use (EOU), ATT, lifestyle (LS), convenience (CON), efficiency (EFF), trust (TR) and behavioural intention (BI). The measurement model was estimated using confirmatory factor analysis to test the reliability and validity of the scale. The study improves the technology acceptance model (TAM) by adding TR, CON and EFF as relevant factors. The scale also integrates LS to the existing factors and focuses on both socio-technical aspects. The scale can be used by banks to assess how consumers perceive their m-banking service and identify gap areas and opportunities for developing viable m-banking services.

A Quantitative Study of Factors Affecting Value of Adopting Self-Service Banking Technology (SSBT) Among Customers in Developing and Developed Countries

2018 ◽  
pp. 233-260
Author(s):  
Fouad Omran Elgahwash
Keyword(s):  
Technology Acceptance ◽  
Reliability And Validity ◽  
Developed Countries ◽  
Ease Of Use ◽  
Total Size ◽  
Factors Affecting ◽  
Data Collection Instrument ◽  
Self Service ◽  
Acceptance Model

Self-service banking technology (SSBT) allow customers to perform services on their own without direct assistance from staff. This study focuses on factors affecting the value of adopting self-Service banking technology (SSBT) among customers. It is believed that the successful usage of self-service banking technology will be increasingly advantageous for all (banks & customers). This chapter's purpose is an extension to the technology acceptance model (TAM) and views customer responses to technology as an integrated part of SSBT. The sample used for this study was selected from users of banks in both Libya and Australia, with a total size of 141 respondents. Reliability and validity of the data collection instrument was tested using Cronbach Alpha. Descriptive and regression tests for data analysis were used. The domains in which subjects were tested were “ease of use of SSBT”, “Usefulness of SSBT”, “Quality of SSBT”, “privacy of information” and “Trust of SSBT”.

scholarly journals Critical Factors Influencing the Behavioral Intention of Consumers towards Mobile Banking in Malaysia

2020 ◽  
Vol 10 (1) ◽  
pp. 5265-5269
Author(s):  
Z. U. Rehman ◽  
F. A. Shaikh
Keyword(s):  
Technology Acceptance ◽  
Behavioral Intention ◽  
Perceived Risk ◽  
Negative Relationship ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Critical Factors ◽  
Banking Services

Mobile banking services are widely adopted in developed and developing countries, while their adoption by Malaysian consumers is relatively low. The effective adoption of mobile banking mostly depends on consumers. This study’s objective was to examine the factors that influence Malaysian customers’ behavioral intention toward mobile banking. A detailed literature review was conducted in order to identify the critical factors that affect mobile banking users. The research model was based on the Technology Acceptance Model, investigating the additionally perceived risk. Primary data were collected from 384 generation Y bank customers. Structure equation modeling through Smart-PLS was used for data analysis. Results revealed that consumers’ behavioral intention was significantly and positively influenced by perceived usefulness and ease of use, while a significant negative relationship was found between consumers’ behavioral intention and perceived risk. The findings also revealed a mediating relationship of attitude between perceived usefulness, ease of use and risk, and behavioral intention to use mobile banking. The study provides appropriate guidelines to Malaysian banks and mobile banking application developers for the effective implementation and design of mobile banking services.

Econometric investigation of internet banking adoption in Greece

2014 ◽  
Vol 41 (4) ◽  
pp. 586-600 ◽  
Author(s):  
Georgia Giordani ◽  
Christos Floros ◽  
Guy Judge
Keyword(s):  
Technology Acceptance ◽  
Internet Banking ◽  
Demographic Characteristics ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Previous Experience ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Content Type ◽  
Internet Banking Services

Purpose – The purpose of this paper is to examine if high branch fees, branch dissatisfaction as well as any previous experience of Greek banking customers with other banking technologies (i.e. Automated Teller Machines (ATMs)) have any impact on the probability of internet banking adoption. Further, the authors comment on the socio-economic and demographic characteristics of Greek banking customers, which effect the decision to adopt internet banking services. Design/methodology/approach – The authors employed the logistic regression model to examine the probability of Greek customers adopting internet banking based on certain demographic characteristics but also due to high branch fees, any dissatisfaction with branch services or due to previous experience of electronic banking technologies (ATMs). Findings – After estimating a logistic model, the authors report that branch dissatisfaction and high branch fees have no impact to the internet banking adoption in Greece, therefore Greek customers prefer to visit branches and are willing to pay high fees for the transactions. However, the authors find that ATM users are more likely to adopt internet banking services in Greece. Research limitations/implications – The authors should employ a technology acceptance model, to test the effect of perceived ease-of-use, perceived usefulness and technology self-efficacy of customers on the probability of e-banking adoption. The authors should also examine other hypotheses using recent data from other European countries and compare the results with those from Greece. Practical implications – The findings are strongly recommended to Greek bank managers. Originality/value – The research is primarily motivated by the lack of similar studies to explain empirically the characteristics of Greek bank customers which affect the adoption of internet banking.

Banking “on-the-go”: examining consumers’ adoption of mobile banking services

2018 ◽  
Vol 10 (3) ◽  
pp. 279-295 ◽  
Author(s):  
Tingting Zhang ◽  
Can Lu ◽  
Murat Kizildag
Keyword(s):  
Technology Adoption ◽  
Technology Acceptance ◽  
Mobile Technology ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Banking Services ◽  
Content Type ◽  
Factors Influencing

Purpose This paper aims to examine consumers’ adoption of mobile technology to facilitate their banking services and activities, and to investigate the factors influencing their adoption and engagement. Design/methodology/approach An online survey is used to test proposed relationships between factors and consumers’ mobile banking adoption. Structural equation modeling is performed to analyze consumers’ intentions toward mobile banking. Findings Traditional technology acceptance model factors – perceived usefulness and perceived ease of use – are identified as effective factors in influencing consumers to adopt mobile technology for facilitating banking services. Moreover, technology safety concerns, including reliability and privacy factors, are found to play an important role in motivating consumers to embrace mobile banking. The “fun” feature of the technology and consumers’ innovativeness characteristics are considered important in influencing mobile banking adoption. Trust in the banks has its predominant role in mobile technology adoption for banking services. Practical implications A bank gaining trust from its clients is key to active adoption of mobile banking technology. Bankers are advised to pay more attention to reliability and privacy features when designing and promoting mobile banking technology to consumers. Moreover, advertisements to bank clients should stress the “fun” aspects of the mobile banking apps to attract them to the use of mobile banking technology. Originality/value This paper investigates the factors influencing bank consumers to adopting mobile banking apps to facilitate their banking services. Nine key factors in the technology adoption area are examined to provide a comprehensive understanding of bank clients’ use of mobile banking apps, which advances the understanding of mobile technology applied in the banking industry in the literature.

An analysis of business’ acceptance of internet banking: an integration of e-trust to the TAM

2016 ◽  
Vol 31 (8) ◽  
pp. 982-994 ◽  
Author(s):  
Kaouther Ben Mansour
Keyword(s):  
Technology Acceptance ◽  
Relevant Literature ◽  
Developed Countries ◽  
Internet Banking ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Content Type ◽  
Four Dimensions ◽  
Professional Credibility ◽  
Managerial Implications

Purpose The purpose of this research is to provide insights into the determinants of businesses’ internet banking acceptance. It attempts to address a research need for extending the technology acceptance model (TAM) by adding contextual variables. As trust has never failed to be a significant predictor in e-commerce research, this study proposes to integrate trust into the TAM to get a better understanding of business e-banking adoption. Design/methodology/approach A research model reflecting the effect of e-trust dimensions on TAM constructs is proposed. Based on relevant literature, a questionnaire was designed and administrated to 102 business managers through a Web survey. A structural modelling analysis was applied. Findings The results confirm the dimensions and relations of the TAM. Moreover, two main trust dimensions – integrity and credibility – positively influence perceived usefulness and exert both a direct and an indirect positive effect on attitude towards business’ internet banking adoption and behavioural intention. Practical implications The managerial implications of the study are that Tunisian banks should consider influencing internet banking behaviour not only by developing ease of use and usefulness beliefs, but also by promoting professional credibility and integrity. They should, also, try to attract business users by focusing on and communicating the integrity and the credibility of the bank and highlight the ways in which these concerns have been ensured. Originality/value This study supplies the valuable integration of trust to the TAM. It reveals that extended TAM could be used to provide a solid theoretical foundation of business’ acceptance of internet banking. In this study, trust construct is measured through a multidimensional scale including four dimensions (benevolence, credibility, integrity and orientation to resolve problems). Moreover, this study focused on an emergent country, Tunisia, whereas most studies in the literature concentrate on research cases of developed countries.

High Versus Low Consumer Attitude and Intention Towards Adoption of Mobile Banking in India: An Empirical Study

2017 ◽  
Vol 21 (4) ◽  
pp. 410-424 ◽  
Author(s):  
Deepak Chawla ◽  
Himanshu Joshi
Keyword(s):  
Factor Analysis ◽  
Technology Acceptance ◽  
Discriminant Validity ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Correct Prediction ◽  
Mobile Banking ◽  
User Intention ◽  
Perceived Trust ◽  
The Impact

Although factors influencing adoption of technology-enabled banking has been studied by many researchers, the construct perceived usefulness had been analysed as a single construct. Moreover, the measurement of perceived usefulness by researchers does not discuss sub-dimensions or sub-factors, which could contribute to perceived usefulness associated with a particular technological innovation. This article empirically examines the influence of various factors on user attitude and intention towards adopting mobile banking. Based on focus-group discussion and personal interview with bankers, technology acceptance model (TAM) and studies on technology adoption, we propose a mobile banking adoption model in Indian context. We also examine the impact of demographics on user attitude and intention. Exploratory factor analysis (EFA) on a sample of 367 respondents resulted in seven factors which were found to be reliable. Confirmatory factor analysis demonstrated significant convergent and discriminant validity. Logistic regression equation was used to estimate the degree of correct prediction of user attitude and intention towards mobile banking adoption. Perceived trust, perceived ease of use (PEOU), perceived lifestyle compatibility, perceived efficiency and perceived convenience significantly impacted user attitude. However, user attitude was not found to differ significantly between demographic variables. Similarly, perceived trust, PEOU, perceived lifestyle compatibility and perceived efficiency were found to positively and significantly affect user intention. User intention was found to significantly vary across demographic groups based on gender and household income.

scholarly journals Effect Of Easy In The Use, Trust And Benefits Of The Use Of Mobile Banking Services

2020 ◽  
Vol 1 (2) ◽  
pp. 36-40
Author(s):  
Putu Gede Wibi PREDANA ◽  
A.A. Ketut JAYAWARSA ◽  
A.A. Sri PURNAMI ◽  
Gde Deny LARASDIPUTRA ◽  
Komang Adi Kurniawan SAPUTRA
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Mobile Device ◽  
Research Method ◽  
Cell Phones ◽  
Mobile Internet ◽  
Ease Of Use ◽  
Mobile Banking ◽  
Banking Services ◽  
Financial Transactions

Mobile Banking, also known as M-Banking and SMS banking is a terminal used for checking balances, financial transactions, payments using mobile devices such as cell phones. Mobile Banking is currently mostly demonstrated via SMS or Mobile Internet but can also use mobile device download programs. This study aims to determine the effect of Ease of Use, Trust, and Benefits of Using Mobile Banking Services on Students of the Faculty of Economics and Business, Warmadewa University. The research method uses a questionnaire while data analysis uses multiple linear regression. The research sample was 50 mobile banking users. The results of this study indicate that ease of use has a positive and significant effect on the use of mobile banking services, trust has a positive and significant effect on the use of mobile banking services, and benefits have a positive and significant effect on usage. mobile banking services.

scholarly journals ANALISIS ADOPSI LAYANAN INTERNET BANKING OLEH NASABAH PERBANKAN DI PEKANBARU (Technology Acceptance Model) Eni Noviarni

2017 ◽  
Vol 10 (1) ◽  
pp. 26
Author(s):  
Eni Noviarni
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Descriptive Analysis ◽  
Internet Banking ◽  
Ease Of Use ◽  
Banking Services ◽  
Spss Software ◽  
Acceptance Model ◽  
Internet Banking Services ◽  
The City

This study aims to analyze the factors that affect adoption of internet banking services by bank customers in the city of Pekanbaru to approach the Technology Acceptance Model (TAM). The research method is a survey with    descriptive analysis approach. Data processed and analyzed with statistical models using mul tiple regression help of a computer using SPSS software version 17.Conclusion of this study indicate that the magnitude of usefulness, ease of use, awareness, risk and social influences affect the adoption of Internet banking by bank customers in Pekanbaru.

scholarly journals The Factors Affecting the Trustworthiness of Customers towards the Usage of Internet Banking in Malaysia

2017 ◽  
Vol 12 (6) ◽  
pp. 1
Author(s):  
Uma Murthy ◽  
Paul Anthony Mariadas ◽  
Gopal Perumal
Keyword(s):  
Regression Analysis ◽  
Correlation Analysis ◽  
Internet Banking ◽  
Mobile Internet ◽  
Mobile Banking ◽  
Banking Services ◽  
Factors Affecting ◽  
Internet Users ◽  
Year 2000 ◽  
Internet Banking Services

The number of internet users in Malaysia is significantly high in comparison with other countries. It is reported that the number of internet users who were born in the year 2000 and above is almost near 70% in Malaysia. In 2015, the Malaysian internet users has exceeded to more than 19 million users. Therefore, the amount of banks that are implementing internet services to their customer is to be roughly 30. Meanwhile, there are only 13 banks in Malaysia that offers mobile banking services to its customers. Although there has been a rapid distribution of mobile internet by banks, internet banking services is still not fully adopted by banks. The objective of the study is to study about the factor affecting the trustworthiness of customers towards the usage of internet banking in Malaysia. This research is about the trustworthiness of customers towards the usage of internet banking. There are a few variables of factors that affect the trustworthiness of customers towards the usage of internet banking and it is clearly explained and elaborated. The factors are competency, security, integrity performance and shared values. Next, the methodology quantitative approach has used in this research whereby 200 respondents were sampled by the population from using the simple random taking. Employed the SPSS Version 22.0, the multiple regression analysis and correlation analysis was created out to test the four hypothesis for this research. Moreover, this research will be conducted in Kota Damansara, Malaysia.

scholarly journals Perceived Ease of Use and Trust Towards Intention to Use Online Banking in Malaysia

2020 ◽  
Vol 15 (1) ◽  
pp. 107-114
Author(s):  
Siti Rapidah Omar Ali ◽  
Wan Nur Khadijah Wan Marzuki ◽  
Nur Shafini Mohd Said ◽  
Suhaily Maizan Abdul Manaf ◽  
Nur Dalila Adenan
Keyword(s):  
Technology Acceptance ◽  
Pearson Correlation ◽  
Internet Banking ◽  
Online Banking ◽  
Ease Of Use ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Banking Services ◽  
Municipal Council ◽  
Acceptance Model

The development and invention of technology has transformed the way organizations conduct their businesses currently including banking institutions mainly in offering online banking services. Since the year of 2000, online banking services have been introduced in Malaysia. Still, online banking users in Malaysia are intolerant by issues of trust towards online banking which affect their level of acceptance. This study aims to identify the effect of perceived ease of use and trust towards intention to use internet banking among staff in Municipal Council in Malaysia. Technology Acceptance Model (TAM) was used as a research framework. 265 online banking users in a Municipal Council in Malaysia were tested using self-administered questionnaire. To examine the relationship between perceived ease of use and trust towards the intention to use internet banking, Pearson correlation and multiple regression were employed. The findings showed that perceived ease of use and trust have significant relationship with the intention to use internet banking. The outcomes offered valued information for both financiers and policy makers particularly when designing online banking marketing approaches

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