This document summarizes a research study that examined the determinants of mobile banking adoption behavior in sub-urban areas of Indonesia. The study used the Unified Theory of Acceptance and Use of Technology (UTAUT) model to assess how performance expectancy, effort expectancy, trust, and facilitating conditions influence behavioral intention to use mobile banking. The researchers conducted a survey of 250 customers of BNI Syariah Purworejo bank. The findings showed that performance expectancy, effort expectancy, and trust had a positive effect on behavioral intention, while facilitating conditions and behavioral intention positively influenced the adoption of mobile banking. The document provides background on mobile banking and reviews relevant literature on technology adoption models and key constructs from UTAUT.
Predicting customer's intentions to use internet banking: the role of technol...Samar Rahi
Information and communication technology (ICT) developments and trends in recent years have
had great impacts on banking sector worldwide. Therefore, the disruptive innovative technology
has accelerated changes in the way of banking business. The purpose of this paper is to explore the
factors that influence on Pakistani customer’s intentions to adopt internet banking. The sample
used in this empirical study includes 265 responses of internet banking users collected through
structured questionnaire. For statistical analysis, structural equation model (SEM) approach was
used. The present study suggests that internet banking use increases as long as customer perceives
it as useful tool. Findings confirmed that perceived usefulness, perceived ease of use and attitude
were the key constructs for promoting internet banking usage in Pakistan. Furthermore, the importance
performance matrix analysis has shown that attitude was the most important factor. Thus,
banks can focus on cultivation of positive attitudinal beliefs about internet banking among prospect
customers.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
The aim of this study is to analyze the quality of Internet banking services consisting of
Efficiency, System Availability, Fulfillment, Privacy, Responsiveness, Compensation and Contact with positive
and significant effects partially and simultaneously towards the Customer Satisfaction at Bank in Bandung. The
research method used is associative descriptive method with data collection techniques through questionnaires.
The results showed that the quality of Internet banking services consisting of Efficiency, System Availability,
Fulfillment, Privacy, Responsiveness, Compensation and Contact had a positive and significant effect on
customer satisfaction at Bank in Bandung
Customers Perception on Prior Knowledge of Technology and Its Effect on Usage...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers perceptions have an effect on usage of internet banking. Prior knowledge of technology was forund to have an impediment in using internet banking by customers. Not all customers are well versed in using systems used in accessing internet banking- both software and hard ware.
Predicting customer's intentions to use internet banking: the role of technol...Samar Rahi
Information and communication technology (ICT) developments and trends in recent years have
had great impacts on banking sector worldwide. Therefore, the disruptive innovative technology
has accelerated changes in the way of banking business. The purpose of this paper is to explore the
factors that influence on Pakistani customer’s intentions to adopt internet banking. The sample
used in this empirical study includes 265 responses of internet banking users collected through
structured questionnaire. For statistical analysis, structural equation model (SEM) approach was
used. The present study suggests that internet banking use increases as long as customer perceives
it as useful tool. Findings confirmed that perceived usefulness, perceived ease of use and attitude
were the key constructs for promoting internet banking usage in Pakistan. Furthermore, the importance
performance matrix analysis has shown that attitude was the most important factor. Thus,
banks can focus on cultivation of positive attitudinal beliefs about internet banking among prospect
customers.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
The aim of this study is to analyze the quality of Internet banking services consisting of
Efficiency, System Availability, Fulfillment, Privacy, Responsiveness, Compensation and Contact with positive
and significant effects partially and simultaneously towards the Customer Satisfaction at Bank in Bandung. The
research method used is associative descriptive method with data collection techniques through questionnaires.
The results showed that the quality of Internet banking services consisting of Efficiency, System Availability,
Fulfillment, Privacy, Responsiveness, Compensation and Contact had a positive and significant effect on
customer satisfaction at Bank in Bandung
Customers Perception on Prior Knowledge of Technology and Its Effect on Usage...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers perceptions have an effect on usage of internet banking. Prior knowledge of technology was forund to have an impediment in using internet banking by customers. Not all customers are well versed in using systems used in accessing internet banking- both software and hard ware.
Analysis of Factors Affecting the Customer’s Satisfaction with reference to A...iosrjce
This is an age of technology. Now, all types of organizations are adopting the modern technology
for providing efficient services to the customers. This study is an attempt to find out the significant factors that
affecting the customer‟s satisfaction in ATM (Automated Teller Machine) service in Dhaka city. The results of
reliability test, factor analysis, and regression analysis focuses that cost of services of ATM, ATM network,
security in transactions of ATM, location of ATM Centers, and maximum withdrawal limit per day are the most
vital factors in customers satisfaction of ATM services. Finally it is evident from the study; overall 62% of the
customers are satisfied by using ATM services in Dhaka city.
Effect of Mobile Banking on Customer Satisfaction in Selected Banks in Trans-...paperpublications3
Abstract: The purpose of the study was to investigate the effect of mobile banking on customer satisfaction in selected banks in Trans-Nzoia County. The study was guided by the following objectives: -to establish the effect of reliability of mobile banking on customer satisfaction, to determine the effect of responsiveness of mobile banking on customer satisfaction , and to evaluate the effect of accessibility of mobile banking services on customer satisfaction in Trans-Nzoia County. A descriptive survey research design was adopted. The target population was ten selected banks in Trans-Nzoia County. The study was guided by the; innovation diffusion theory, technology acceptance model (TAM), and theory of reasoned action (TRA). The study adopted the descriptive survey research design with the target population being the selected commercial banks personnel in Trans Nzoia County, totaling to 41 respondents. Census method was adopted since the target population was less than the minimum a hundred for sampling to be used for research. A structured questionnaire was used as a data collection instrument that was designed in a Likert scale format. Data analysis was carried out by use of regression and ANOVA using the Statistical Package for Social Sciences (SPSS) version 23 in order to statistically produce the relationship between the independent variables and dependent variable. From the findings, the researcher concluded that the regression effect was statistically significant indicating a reliable prediction of the dependent variable. The F calculated (F =39.96) greater than 5% level of significance thereby showing that the model was significant where the independent variables explained 85% of the mobile banking customer satisfaction. The study was significant to the banking sector since mobile banking is a phenomenon that has taken off and can’t be washed away.
Effects of Satisfaction and Adoption on Online Bankingijtsrd
Despite the importance of online banking in many financial institutions, less research has focused on satisfaction and adoption, especially in Asia. Due to the introduction of technology, a new phenomenon in the banking sector of Mongolia, and many customers have not yet accepted it, this study was carried out to determine the factors affecting the adoption of online banking services by customers, as well as to examine the relationship between online banking services, satisfaction and adoption, the main tool for collecting data was a questionnaire that was developed on a 5 point Likert scale to be able to collect good quantitative data. In the course of the work, it was found that there was a positive relationship between online banking and satisfaction, which is consistent with the data obtained Al hawari and Ward, 2005 . In the work, it is recommended to pay more attention and focus efforts to individual clients. In addition, online banking service providers should look for indicators of innovative ways to raise awareness of the service through participation in trade organizations, exhibitions, and the introduction of new online banking technologies. Chuluudai Delgerzaya | Anar Badral | Yondon Badarch "Effects of Satisfaction and Adoption on Online Banking" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29715.pdf Paper URL: https://www.ijtsrd.com/management/management-development/29715/effects-of-satisfaction-and-adoption-on-online-banking/chuluudai-delgerzaya
A comparative study on e–banking services at bangalore cityIJARIIT
Technology in Indian banking has evolved substantially from the days of back-office automation to today's online,
centralized and integrated solutions. Banking is now no longer confined to the branches where one has to approach the
branch in person, to withdraw cash or deposit a cheque or request a statement of accounts. With the expansion of internet
usage, e-banking has become one of the most revolutionized components of today’s economic growth. E-banking is powerful
value added tool to attract new customers and retain the existing ones. With the proliferation of internet and computer usage, the electronic delivery of e-banking service has become ideal for banks to meet customer expectations.
Implementation of Mobile Banking in Bangladesh: Opportunities and ChallengesIOSR Journals
ABSTRACT:Mobile banking is a newly added service in the banking sector that facilitates banking via mobile devices. With the tremendous growth in mobile phone usage, banks in the developed world have moved to utilize mobile banking, which makes banking easier, faster, and very cost-effective. Mobile phones have quickly emerged as a successful and popular means of communication in recent years and the researchers believe that growth of mobile banking in Bangladesh is inevitable, especially when banks do not have sufficient number of branches in the rural areas of Bangladesh. The purpose of this research is to assess the Opportunities and Challenges of mobile banking in this country. To accomplish this empirical study, multiple banks have been surveyed which either currently have an operational mobile banking in place or planning to introduce one in the near future. The research shows tremendous potential for mobile banking in Bangladesh and reveals some of the key barriers of progress as well. KEYWORDS:Banking Sector, Mobile banking, Mobile Phone, Rural Areas, Telecommunication.
A Study on Role of Technology in Banking Sectorijtsrd
The purpose of this study is to examine the relationship between new technology implementation in banking sector and customers How they are aware about the technologies and how they are using it Data for this study was collected from the customers of various Banking Sectors under the Reserve Bank of India A simple percentage analysis and pie chart will be done According to questioners 30 samples are collected and interpretations are given Findings suggest that most of the customers of bank using ATM facility So the banks need to give awareness about the E-banking services Lastly, the paper is of few papers that focus on technology development in banking industry Aswin Raj. T | Mr. Bala Nageshwara Rao "A Study on Role of Technology in Banking Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-6 , October 2018, URL: http://www.ijtsrd.com/papers/ijtsrd18357.pdf
Effect of Mobile Banking on Financial Performance of Commercial Banks in Kisi...paperpublications3
Abstract: Around half of the world’s population is out of formal banking and financial services. For this reason, several mobile payment trend studies have revealed the potential of mobile network technologies for payment purposes. The main objective of the study was to assess the effect of mobile banking to financial performance of commercial banks in Kisii Town, Kenya. The specific objectives of the study were to evaluate the effect of perceived security of mobile payments technology on financial performance of commercial banks in Kisii Town, to determine the effect of perceived ease of accessibility of mobile payments technology on financial performance of commercial banks in Kisii Town and to determine the effect of transaction cost of mobile payment technology on financial performance of commercial banks in Kisii Town. The study used a sample of 255 respondents which was drawn from Operation Managers, clients, cashiers and 7 M-Pesa paying agents. The data collected were analyzed by use of descriptive statistics and inferential statistics with the help of Social Sciences version 21 software. The study found out that, perceived cost, perceived access and perceived security of mobile payments technology have a significant influence on the financial performance of commercial banks. The study concluded that the transaction cost of mobile payment is cheap, mobile banking money can be sent any time of day; it saves time of travelling and that mobile banking transactions are processed in accordance with clients’ expectations besides providing evident of payment to another person.
Keywords: Craft, External equity, Financing, Growth, Microenterprise, Tabaka.
Title: Effect of Mobile Banking on Financial Performance of Commercial Banks in Kisii Town, Kenya
Author: Isabellah Mageto, Dr. Willy Mwangi Muturi, Dr. Vitalis Mogwambo Abuga
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
AN EXPLORATION OF THE FACTORS AFFECTING USERS’ SATISFACTION WITH MOBILE PAYMENTSijcsit
Mobile payment allows consumers to make more flexible payments through convenient mobile devices. While mobile payment is easy and time save, the operation and security of mobile payment must ensure that the payment is fast, convenient, reliable and safety in order to increase the users’ satisfaction. Therefore, this study based on technology acceptance model to explore the impact of external variables through perceived usefulness and perceived ease of use on users’ satisfaction. The data analysis methods used in this study are descriptive statistical analysis, reliability and validity analysis, Pearson correlation analysis and regression analysis to verify the hypotheses. The results show that all hypotheses are supported. However, mobile payment is still subject to many restrictions on development and there are limited related researches. The results of this study provided insight into the factors that affect the users’ satisfaction for mobile payment. Related services development of mobile payment and future research suggestions are also offered.
A Study on Factors of E Banking Challenges in Indiaijtsrd
The customer uses the banking services through online banking, mobile phone banking and automated teller machine these were are called as 'E Banking. This study aimed to describe the customer view about the banking services through E banking. Customer service is also a part of the banking, this paper will tell about the customer satisfaction level about the e banking will explain through the pilot study. Dr. S. Saravanan | M. Dharani "A Study on Factors of E-Banking Challenges in India" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-4 , June 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31147.pdf Paper Url :https://www.ijtsrd.com/management/accounting-and-finance/31147/a-study-on-factors-of-ebanking-challenges-in-india/dr-s-saravanan
The Effect of Customers Perception on Security and Privacy of Internet Bankin...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers have perception that have an effect on usage of internet banking. Customers both users and potential, are still apprehensive about the security of internet banking transactions and privacy of their sessions while online. Due to increased phishing, on online scams and frauds perpetrated online customers are reluctant to adopt or continue using internet banking. It is the responsibility of commercial banks to sensitize their customers and assure them that it is safe to access internet banking from both a private and public network. They should provide customers with guidelines on how to safe guard their information and secure their log on credential while using both private and public networkKeywords:Internet banking, commercial bank, Technology Acceptance Model, customer perceptions.
Title:The Effect of Customers Perception on Security and Privacy of Internet Banking On Its Usage in Commercial Banks in Kenya
Author:Dr. Stephen Titus Waithaka, Kilembwa Muthengi Joseph Nzeveka
ISSN 2350-1022
International Journal of Recent Research in Mathematics Computer Science and Information Technology
Paper Publications
THE CONTRIBUTION OF ELECTRONIC BANKING TO CUSTOMER SATISFACTION: A CASE OF GC...IJMIT JOURNAL
Internet banking has the potential to provide fast and reliable services to customers for which they are
relatively happy. Due to the technological changes taking place all over the world, many institutions,
including the banking sector have taken giant steps to move in tandem with these changes. In this light most
banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to
decongest the banking halls of customers who spend time unending in order to transact business. The
purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at
GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the
availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and
patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic
banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a
quantitative study that employed the use of questionnaires as the main tools for data collection. Data was
collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis
of data revealed that though there was the existence of internet banking facilities of the bank, respondents
of the study were not fully aware of the existence of such facilities. It was also found that the use of internet
banking was quite expensive and that though the bank was utilizing the facility, customers were not fully
patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank.
Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in
effective banking operations and transactional purposes. To maximize the operations and potential of the
bank management must endeavor to educate the customers about the existence of internet banking facilities
since a few customers were aware of the existence of such facilities.
The Contribution of Electronic Banking to Customer Satisfaction: A Case of Gc...IJMIT JOURNAL
Internet banking has the potential to provide fast and reliable services to customers for which they are relatively happy. Due to the technological changes taking place all over the world, many institutions, including the banking sector have taken giant steps to move in tandem with these changes. In this light most
banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to decongest the banking halls of customers who spend time unending in order to transact business. The purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at
GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a
quantitative study that employed the use of questionnaires as the main tools for data collection. Data was collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis of data revealed that though there was the existence of internet banking facilities of the bank, respondents of the study were not fully aware of the existence of such facilities. It was also found that the use of internet
banking was quite expensive and that though the bank was utilizing the facility, customers were not fully patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank. Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in effective banking operations and transactional purposes. To maximize the operations and potential of the bank management must endeavor to educate the customers about the existence of internet banking facilities since a few customers were aware of the existence of such facilities.
Analysis of E-Banking as a Tool to Improve Banking Services in Zambiainventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
DIGITAL BANKING MADE TRANSACTION MORE TRUSTED AND SECURED?IAEME Publication
This research was conducted to find out customer's response in digital banking
era using TAM and UTAUT model. Questionnaires filled bank account owner who
have often used digital banking. Results based previous research most customers have
been able to adjust to the digital banking. There is short comings facilities in digital
banking i.e. small banks still use digital banking as window dressing to attract
customers, the front-page display is too confusing, often broken, security is not
guaranteed. Recommendations have been given to the bank's management, as input
for improvement in the future.
DETERMINANTS AFFECTING THE USER'S INTENTION TO USE MOBILE BANKING APPLICATIONSIAEME Publication
The banking and financial services industries are experiencing increased technology penetration. Among them, the banking industry has made technological advancements to better serve the general populace. The economy focused on transforming the banking sector's system into a cashless, paperless, and faceless one. The researcher wants to evaluate the user's intention for utilising a mobile banking application. The study also examines the variables affecting the user's behaviour intention when selecting specific applications for financial transactions. The researcher employed a well-structured questionnaire and a descriptive study methodology to gather the respondents' primary data utilising the snowball sampling technique. The study includes variables like performance expectations, effort expectations, social impact, enabling circumstances, and perceived risk. Each of the aforementioned variables has a major impact on how users utilise mobile banking applications. The outcome will assist the service provider in comprehending the user's history with mobile banking applications.
Analysis of Factors Affecting the Customer’s Satisfaction with reference to A...iosrjce
This is an age of technology. Now, all types of organizations are adopting the modern technology
for providing efficient services to the customers. This study is an attempt to find out the significant factors that
affecting the customer‟s satisfaction in ATM (Automated Teller Machine) service in Dhaka city. The results of
reliability test, factor analysis, and regression analysis focuses that cost of services of ATM, ATM network,
security in transactions of ATM, location of ATM Centers, and maximum withdrawal limit per day are the most
vital factors in customers satisfaction of ATM services. Finally it is evident from the study; overall 62% of the
customers are satisfied by using ATM services in Dhaka city.
Effect of Mobile Banking on Customer Satisfaction in Selected Banks in Trans-...paperpublications3
Abstract: The purpose of the study was to investigate the effect of mobile banking on customer satisfaction in selected banks in Trans-Nzoia County. The study was guided by the following objectives: -to establish the effect of reliability of mobile banking on customer satisfaction, to determine the effect of responsiveness of mobile banking on customer satisfaction , and to evaluate the effect of accessibility of mobile banking services on customer satisfaction in Trans-Nzoia County. A descriptive survey research design was adopted. The target population was ten selected banks in Trans-Nzoia County. The study was guided by the; innovation diffusion theory, technology acceptance model (TAM), and theory of reasoned action (TRA). The study adopted the descriptive survey research design with the target population being the selected commercial banks personnel in Trans Nzoia County, totaling to 41 respondents. Census method was adopted since the target population was less than the minimum a hundred for sampling to be used for research. A structured questionnaire was used as a data collection instrument that was designed in a Likert scale format. Data analysis was carried out by use of regression and ANOVA using the Statistical Package for Social Sciences (SPSS) version 23 in order to statistically produce the relationship between the independent variables and dependent variable. From the findings, the researcher concluded that the regression effect was statistically significant indicating a reliable prediction of the dependent variable. The F calculated (F =39.96) greater than 5% level of significance thereby showing that the model was significant where the independent variables explained 85% of the mobile banking customer satisfaction. The study was significant to the banking sector since mobile banking is a phenomenon that has taken off and can’t be washed away.
Effects of Satisfaction and Adoption on Online Bankingijtsrd
Despite the importance of online banking in many financial institutions, less research has focused on satisfaction and adoption, especially in Asia. Due to the introduction of technology, a new phenomenon in the banking sector of Mongolia, and many customers have not yet accepted it, this study was carried out to determine the factors affecting the adoption of online banking services by customers, as well as to examine the relationship between online banking services, satisfaction and adoption, the main tool for collecting data was a questionnaire that was developed on a 5 point Likert scale to be able to collect good quantitative data. In the course of the work, it was found that there was a positive relationship between online banking and satisfaction, which is consistent with the data obtained Al hawari and Ward, 2005 . In the work, it is recommended to pay more attention and focus efforts to individual clients. In addition, online banking service providers should look for indicators of innovative ways to raise awareness of the service through participation in trade organizations, exhibitions, and the introduction of new online banking technologies. Chuluudai Delgerzaya | Anar Badral | Yondon Badarch "Effects of Satisfaction and Adoption on Online Banking" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29715.pdf Paper URL: https://www.ijtsrd.com/management/management-development/29715/effects-of-satisfaction-and-adoption-on-online-banking/chuluudai-delgerzaya
A comparative study on e–banking services at bangalore cityIJARIIT
Technology in Indian banking has evolved substantially from the days of back-office automation to today's online,
centralized and integrated solutions. Banking is now no longer confined to the branches where one has to approach the
branch in person, to withdraw cash or deposit a cheque or request a statement of accounts. With the expansion of internet
usage, e-banking has become one of the most revolutionized components of today’s economic growth. E-banking is powerful
value added tool to attract new customers and retain the existing ones. With the proliferation of internet and computer usage, the electronic delivery of e-banking service has become ideal for banks to meet customer expectations.
Implementation of Mobile Banking in Bangladesh: Opportunities and ChallengesIOSR Journals
ABSTRACT:Mobile banking is a newly added service in the banking sector that facilitates banking via mobile devices. With the tremendous growth in mobile phone usage, banks in the developed world have moved to utilize mobile banking, which makes banking easier, faster, and very cost-effective. Mobile phones have quickly emerged as a successful and popular means of communication in recent years and the researchers believe that growth of mobile banking in Bangladesh is inevitable, especially when banks do not have sufficient number of branches in the rural areas of Bangladesh. The purpose of this research is to assess the Opportunities and Challenges of mobile banking in this country. To accomplish this empirical study, multiple banks have been surveyed which either currently have an operational mobile banking in place or planning to introduce one in the near future. The research shows tremendous potential for mobile banking in Bangladesh and reveals some of the key barriers of progress as well. KEYWORDS:Banking Sector, Mobile banking, Mobile Phone, Rural Areas, Telecommunication.
A Study on Role of Technology in Banking Sectorijtsrd
The purpose of this study is to examine the relationship between new technology implementation in banking sector and customers How they are aware about the technologies and how they are using it Data for this study was collected from the customers of various Banking Sectors under the Reserve Bank of India A simple percentage analysis and pie chart will be done According to questioners 30 samples are collected and interpretations are given Findings suggest that most of the customers of bank using ATM facility So the banks need to give awareness about the E-banking services Lastly, the paper is of few papers that focus on technology development in banking industry Aswin Raj. T | Mr. Bala Nageshwara Rao "A Study on Role of Technology in Banking Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-6 , October 2018, URL: http://www.ijtsrd.com/papers/ijtsrd18357.pdf
Effect of Mobile Banking on Financial Performance of Commercial Banks in Kisi...paperpublications3
Abstract: Around half of the world’s population is out of formal banking and financial services. For this reason, several mobile payment trend studies have revealed the potential of mobile network technologies for payment purposes. The main objective of the study was to assess the effect of mobile banking to financial performance of commercial banks in Kisii Town, Kenya. The specific objectives of the study were to evaluate the effect of perceived security of mobile payments technology on financial performance of commercial banks in Kisii Town, to determine the effect of perceived ease of accessibility of mobile payments technology on financial performance of commercial banks in Kisii Town and to determine the effect of transaction cost of mobile payment technology on financial performance of commercial banks in Kisii Town. The study used a sample of 255 respondents which was drawn from Operation Managers, clients, cashiers and 7 M-Pesa paying agents. The data collected were analyzed by use of descriptive statistics and inferential statistics with the help of Social Sciences version 21 software. The study found out that, perceived cost, perceived access and perceived security of mobile payments technology have a significant influence on the financial performance of commercial banks. The study concluded that the transaction cost of mobile payment is cheap, mobile banking money can be sent any time of day; it saves time of travelling and that mobile banking transactions are processed in accordance with clients’ expectations besides providing evident of payment to another person.
Keywords: Craft, External equity, Financing, Growth, Microenterprise, Tabaka.
Title: Effect of Mobile Banking on Financial Performance of Commercial Banks in Kisii Town, Kenya
Author: Isabellah Mageto, Dr. Willy Mwangi Muturi, Dr. Vitalis Mogwambo Abuga
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
AN EXPLORATION OF THE FACTORS AFFECTING USERS’ SATISFACTION WITH MOBILE PAYMENTSijcsit
Mobile payment allows consumers to make more flexible payments through convenient mobile devices. While mobile payment is easy and time save, the operation and security of mobile payment must ensure that the payment is fast, convenient, reliable and safety in order to increase the users’ satisfaction. Therefore, this study based on technology acceptance model to explore the impact of external variables through perceived usefulness and perceived ease of use on users’ satisfaction. The data analysis methods used in this study are descriptive statistical analysis, reliability and validity analysis, Pearson correlation analysis and regression analysis to verify the hypotheses. The results show that all hypotheses are supported. However, mobile payment is still subject to many restrictions on development and there are limited related researches. The results of this study provided insight into the factors that affect the users’ satisfaction for mobile payment. Related services development of mobile payment and future research suggestions are also offered.
A Study on Factors of E Banking Challenges in Indiaijtsrd
The customer uses the banking services through online banking, mobile phone banking and automated teller machine these were are called as 'E Banking. This study aimed to describe the customer view about the banking services through E banking. Customer service is also a part of the banking, this paper will tell about the customer satisfaction level about the e banking will explain through the pilot study. Dr. S. Saravanan | M. Dharani "A Study on Factors of E-Banking Challenges in India" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-4 , June 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31147.pdf Paper Url :https://www.ijtsrd.com/management/accounting-and-finance/31147/a-study-on-factors-of-ebanking-challenges-in-india/dr-s-saravanan
The Effect of Customers Perception on Security and Privacy of Internet Bankin...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers have perception that have an effect on usage of internet banking. Customers both users and potential, are still apprehensive about the security of internet banking transactions and privacy of their sessions while online. Due to increased phishing, on online scams and frauds perpetrated online customers are reluctant to adopt or continue using internet banking. It is the responsibility of commercial banks to sensitize their customers and assure them that it is safe to access internet banking from both a private and public network. They should provide customers with guidelines on how to safe guard their information and secure their log on credential while using both private and public networkKeywords:Internet banking, commercial bank, Technology Acceptance Model, customer perceptions.
Title:The Effect of Customers Perception on Security and Privacy of Internet Banking On Its Usage in Commercial Banks in Kenya
Author:Dr. Stephen Titus Waithaka, Kilembwa Muthengi Joseph Nzeveka
ISSN 2350-1022
International Journal of Recent Research in Mathematics Computer Science and Information Technology
Paper Publications
THE CONTRIBUTION OF ELECTRONIC BANKING TO CUSTOMER SATISFACTION: A CASE OF GC...IJMIT JOURNAL
Internet banking has the potential to provide fast and reliable services to customers for which they are
relatively happy. Due to the technological changes taking place all over the world, many institutions,
including the banking sector have taken giant steps to move in tandem with these changes. In this light most
banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to
decongest the banking halls of customers who spend time unending in order to transact business. The
purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at
GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the
availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and
patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic
banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a
quantitative study that employed the use of questionnaires as the main tools for data collection. Data was
collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis
of data revealed that though there was the existence of internet banking facilities of the bank, respondents
of the study were not fully aware of the existence of such facilities. It was also found that the use of internet
banking was quite expensive and that though the bank was utilizing the facility, customers were not fully
patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank.
Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in
effective banking operations and transactional purposes. To maximize the operations and potential of the
bank management must endeavor to educate the customers about the existence of internet banking facilities
since a few customers were aware of the existence of such facilities.
The Contribution of Electronic Banking to Customer Satisfaction: A Case of Gc...IJMIT JOURNAL
Internet banking has the potential to provide fast and reliable services to customers for which they are relatively happy. Due to the technological changes taking place all over the world, many institutions, including the banking sector have taken giant steps to move in tandem with these changes. In this light most
banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to decongest the banking halls of customers who spend time unending in order to transact business. The purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at
GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a
quantitative study that employed the use of questionnaires as the main tools for data collection. Data was collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis of data revealed that though there was the existence of internet banking facilities of the bank, respondents of the study were not fully aware of the existence of such facilities. It was also found that the use of internet
banking was quite expensive and that though the bank was utilizing the facility, customers were not fully patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank. Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in effective banking operations and transactional purposes. To maximize the operations and potential of the bank management must endeavor to educate the customers about the existence of internet banking facilities since a few customers were aware of the existence of such facilities.
Analysis of E-Banking as a Tool to Improve Banking Services in Zambiainventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
DIGITAL BANKING MADE TRANSACTION MORE TRUSTED AND SECURED?IAEME Publication
This research was conducted to find out customer's response in digital banking
era using TAM and UTAUT model. Questionnaires filled bank account owner who
have often used digital banking. Results based previous research most customers have
been able to adjust to the digital banking. There is short comings facilities in digital
banking i.e. small banks still use digital banking as window dressing to attract
customers, the front-page display is too confusing, often broken, security is not
guaranteed. Recommendations have been given to the bank's management, as input
for improvement in the future.
DETERMINANTS AFFECTING THE USER'S INTENTION TO USE MOBILE BANKING APPLICATIONSIAEME Publication
The banking and financial services industries are experiencing increased technology penetration. Among them, the banking industry has made technological advancements to better serve the general populace. The economy focused on transforming the banking sector's system into a cashless, paperless, and faceless one. The researcher wants to evaluate the user's intention for utilising a mobile banking application. The study also examines the variables affecting the user's behaviour intention when selecting specific applications for financial transactions. The researcher employed a well-structured questionnaire and a descriptive study methodology to gather the respondents' primary data utilising the snowball sampling technique. The study includes variables like performance expectations, effort expectations, social impact, enabling circumstances, and perceived risk. Each of the aforementioned variables has a major impact on how users utilise mobile banking applications. The outcome will assist the service provider in comprehending the user's history with mobile banking applications.
Integration of TTF, UTAUT, and ITM for mobile Banking AdoptionIJAEMSJORNAL
The introduction of mobile banking facility has enabled customers to carry out banking transactionswith the use of smartphones and other handheld devices from anywhere. It has become a luxurious and exclusive method of online payments. The recent growth of telecommunication sector and a tremendous increase in mobile usage has opened new doors for sparking future of banking sector industry. The following research is aimed to find out the mobile banking adoption attitudes with the integration of TTF, UTAUT,and ITM models.
Customers perception of m banking adoption in kingdom of bahrainIJMIT JOURNAL
Mobile applications have been rapidly changing the way business organizations deliver their services to
their customers and how customers can interact with their service providers in order to satisfy their needs.
The use of mobile applications increases rapidly, and has been used in many segments including banking segment. This research aims at extending the Technology Adoption Model (TAM) to incorporate the role of factors in influencing customer’s perception towards M-banking adoption. Furthermore, the extended TAM
model was evaluated empirically to measure its impact on M-banking adoption in of Bahrain. The model
was evaluated using a sample survey of 372 customers. The results reveal that the intention to adopt mobile
banking is mainly affected by specific factors which are: Perceived Usefulness and Ease of Use. On the
other hand, some factors such as perceived cost and perceived risk did not show any affect on the users'
intention to use mobile banking. The result of this research is beneficial for banking service managers to consider the factors that can enforce the Mobile Banking services adoption and increase the take-up of their mobile services.
Customers perception of m banking adoption in of bahrain an empirical assess...IJMIT JOURNAL
Mobile applications have been rapidly changing the way business organizations deliver their services to
their customers and how customers can interact with their service providers in order to satisfy their needs.
The use of mobile applications increases rapidly, and has been used in many segments including banking
segment. This research aims at extending the Technology Adoption Model (TAM) to incorporate the role of
factors in influencing customer’s perception towards M-banking adoption. Furthermore, the extended TAM
model was evaluated empirically to measure its impact on M-banking adoption in of Bahrain. The model
was evaluated using a sample survey of 372 customers. The results reveal that the intention to adopt mobile
banking is mainly affected by specific factors which are: Perceived Usefulness and Ease of Use. On the
other hand, some factors such as perceived cost and perceived risk did not show any affect on the users'
intention to use mobile banking. The result of this research is beneficial for banking service managers to
consider the factors that can enforce the Mobile Banking services adoption and increase the take-up of
their mobile services.
Factors Affecting Customers’ Experience in Mobile Banking of BangladeshDr. Nazrul Islam
Bangladesh is a densely populated country of the world. More than 170 million people live in this country. Mobile banking is a very important and new phenomenon in Bangladesh. In recent years, mobile banking has got highest importance by the customers in the country as it provides immense scope for consumers for banking transactions at any time with the option to access bank’s facilities anywhere of the country. It is a subset of electronic banking, the use of which is increasing day by day in Bangladesh. Hence, this paper aims at indentifying the factors that influence the customer experience in mobile banking in Bangladesh. This study is based on a survey of 231 mobile banking customers of nine private commercial banks of Bangladesh. Literature review identified some factors related to mobile banking like convenient and responsive system, transaction speed and accuracy, reliability, transaction security in ATM booth and technological difficulty that affect customers’ experience in mobile banking systems etc. Both descriptive and inferential statistics were used to analyze the data. Descriptive statistics were used to describe the present situation of the mobile banking systems in Bangladesh. Inferential statistics like factor analysis, multiple regression analysis and Structural Equation Modeling (SEM) were used to identify the relationships between the overall experience of the mobile banking customers and the specific factor(s) that affect customers experience in mobile banking. Results show that the convenient and responsive system, transaction security in ATM booth and technological difficulty are significant factors that affect the customers experience in mobile banking of Bangladesh. This study suggests that the policymakers should focus on the convenient and responsive system of mobile banking, transaction security in ATM booth and technological difficulty factors that affect customers experience in doing mobile banking for the improvement of the mobile banking services in Bangladesh.
The Impact of Customers Perception on Cost of Internet Banking on Its Usage i...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers have perception that have an effect on usage of internet banking, Customer still feel that internet access fees and internet banking transaction charges are high. Costly internet access and unreasonable pricing of internet banking transactions, hinders usage of the internet and by extension technological solutions offered by commercial banks such as internet banking. Commercial banks can relook into the issue of subsidizing the monthly internet banking maintenance fee so as to attract more users and continued usage.
Personal innovativeness and facilitating conditions in shaping the outlooks ...IJECEIAES
The study investigated the determinants of m-banking adoption among generation Y (Gen-Y) in Malaysia. The study underpinned the technology acceptance model as the main guideline or a blueprint for analyzing the research model. The study applied a survey research design and investigated structural equation modeling (SEM) under the partial least-square SEM (PLS-SEM) technique using SmartPLS 2.0. A total 358 m-banking users in Malaysia were exerted as respondents who were randomly selected and then investigated. The results of the analysis conducted with PLS-SEM reveal the existence of usage convenience, facilitating conditions, and personal innovation in information technology that has been remarkably influenced by the outlooks that have adopted m-banking in the country of Malaysia. In addition, the usage convenience that has been felt and facilitated by the conditions found can affect the appraised practicality of m-banking remarkably. Finally, the usage convenience of m-banking that is felt among Gen-Y in Malaysia is influenced by the remarkable activation of personal conditions and innovations exerted in information technology.
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
American Journal of Multidisciplinary Research and Development is indexed, refereed and peer-reviewed journal, which is designed to publish research articles.
This study empirically explored the direct effect of e-commerce knowledge and perceived ease of use
on customer acceptance of IT and Migration intention to mobile banking in the province of Aceh, Indonesia. It
also attempted to investigate the indirect effect of the e-commerce knowledge and perceived ease of use on
migration intention to mobile banking through customer acceptance of IT.
Mobile payment allows consumers to make more flexible payments through convenient mobile devices. While mobile payment is easy and time save, the operation and security of mobile payment must ensure that the payment is fast, convenient, reliable and safety in order to increase the users’ satisfaction. Therefore, this study based on technology acceptance model to explore the impact of external variables through perceived usefulness and perceived ease of use on users’ satisfaction. The data analysis methods used in this study are descriptive statistical analysis, reliability and validity analysis, Pearson correlation analysis and regression analysis to verify the hypotheses. The results show that all hypotheses are supported. However, mobile payment is still subject to many restrictions on development and there are limited related researches. The results of this study provided insight into the factors that affect the users’ satisfaction for mobile payment. Related services development of mobile payment and future research suggestions are also offered.
Mobile payment allows consumers to make more flexible payments through convenient mobile devices.
While mobile payment is easy and time save, the operation and security of mobile payment must ensure that
the payment is fast, convenient, reliable and safety in order to increase the users’ satisfaction. Therefore,
this study based on technology acceptance model to explore the impact of external variables through
perceived usefulness and perceived ease of use on users’ satisfaction. The data analysis methods used in
this study are descriptive statistical analysis, reliability and validity analysis, Pearson correlation analysis
and regression analysis to verify the hypotheses. The results show that all hypotheses are supported.
However, mobile payment is still subject to many restrictions on development and there are limited related
researches. The results of this study provided insight into the factors that affect the users’ satisfaction for
mobile payment. Related services development of mobile payment and future research suggestions are also
offered.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
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Implicitly or explicitly all competing businesses employ a strategy to select a mix
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Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
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H3105971
1. American International Journal of Business Management (AIJBM)
ISSN- 2379-106X, www.aijbm.com Volume 3, Issue 10 (October 2020), PP 59-71
*Corresponding Author: Anas Hidayat*
www.aijbm.com 59 | Page
Determinants of Mobile Banking Adoption Behavior in
Sub-Urban Areas
Rina Puspitosari, Anas Hidayat*
Faculty of Business and Economics, Universitas Islam Indonesia, Yogyakarta
*
Corresponding Author: Anas Hidayat
ABSTRACT:- The rapid growth of mobile and smartphone technology has made internet banking a necessity
for many individuals to conduct banking transactions wherever and whenever using mobile banking. Banks are
one of the businesses most interested in developing such systems in order to increase consumer effectiveness
and efficiency. However, the success of the implementation of Mobile banking really depends on the extent to
which customers are fully motivated to adopt it. In fact, in the context of sub-urban areas, the adoption rate of
Mobile banking is very low and there are quite a few studies examining problems related to Mobile banking.
Thus, the purpose of this study is to determine the factors that influence the Behavioral intention and adoption of
Mobile banking by BNI Syariah Purworejo customers. Unified Theory of Acceptance and Use of Technology
(UTAUT) is used as a theoretical basis for proposing the conceptual model used in this study. By looking at the
proposed UTAUT constructs, this study focuses on assessing performance expectancy, effort expectancy, trust
and facilitating conditions related to behavior. intention. This research was conducted with a quantitative
approach and tested on people registered as customers of BNI Syariah Purworejo with a total sample size of 250
respondents. The findings of this study indicate that performance expectancy, effort expectancy and trust have a
positive effect on behavioral intention. Exchange expectancy and trust have a positive effect on performance
expectancy in mobile banking. Furthermore, facilitating conditions and behavioral intention were found to have
a positive effect on customer intentions to adopt mobile banking.
Keywords: Mobile banking, Adoption, Behavioral intention, UTAUT.
I. INTRODUCTION
In the current era, the acceptance and use of information systems innovation (IS) and information
technology (IT) has become a major concern for many studies and practices (Dwivedi et al., 2019). The
evolution of internet services and technology has affected the operation and management of most commercial
and non-commercial systems, including banking services (Sharma et al., 2017; Priya et al., 2018). Meanwhile,
traditional banking services are restricted to physical channels such as bank branches, telephone banking and
automated teller machines (ATMs). Mobile Banking (MB) has removed the physical limitations of daily
banking activities. Customers can now complete their banking affairs at the time and place they choose
(Alalwan et al., 2016; Cruz et al., 2010).
Mobile banking (MB) has grown phenomenally above the banking sector and has become an integral
banking channel along with internet banking, telebanking, and ATM (Lee et al., 2007). As an innovative
banking channel, MB enables customers to conduct financial transactions. (eg balance inquiries, fund transfers,
bill payments) using a mobile device, smartphone, or personal digital assistant 24 hours a day, seven days a
week (Zhou et al., 2010). Currently, banks are shown to be more motivated to integrate mobile channels banking
system in their logistics system and a lot of financial and technical resources have been devoted to this (Lin,
2013). The prevalence in mobile banking can be attributed to the technology's ability to launch a variety of
financial services in a wider geographic area, particularly where there are problems with internet connection, or
where branch establishment is difficult and inappropriate (Cruz et al., 2010; Wessels and Drennan, 2010).
This acceleration in mobile banking can initially be attributed to technological breakthroughs in
cellular and telecommunication technology. This revolution provides a solution that enables banks to efficiently
serve their customers of the highest quality and in a wide area, especially where there are limitations in terms of
internet networking or establishing traditional branches (Cruz et al., 2010; Lauksen and Cruz, 2009; Wessels
and Drennan, 2010). In addition, with the increasing number of cellular subscribers around the world, the
potential market for mobile banking services is made more efforts to expand and attract more customers, so that
it is expected to be able to serve the aspirations of customers and banks (Alalwan et al., 2016; Gu et al., 2009;
Lee et al., 2015; Lin, 2013; Wessels and Drennan, 2010). The development of the large number of mobile phone
users in Indonesia has also influenced new ways of conducting banking transactions. Various service features
offered in mobile phones can be a medium for supporting business transactions. The rapid development of
mobile and smartphone technology has made internet banking a necessity for many individuals, because they
2. Determinants of Mobile Banking Adoption Behavior in Sub-Urban Areas
*Corresponding Author: Anas Hidayat*
www.aijbm.com 60 | Page
can carry out their banking transactions anywhere and anytime with mobile banking (Lee & Chung, 2009;
Govender et al., 2014).
According to data obtained from the Indonesian Internet Service Providers Association and Puskakom
UI in a survey on the profile of Indonesian Internet users in 2014, the total users who adopt electronic
transaction methods are only 24% of the total active internet users in Indonesia. Meanwhile, SMS banking for
transfer activities became the first choice for Indonesians as much as 67.4%, followed by Internet banking
(33%) and credit cards (24%). It can be said that the biggest challenge for the success of this technology is
convincing consumers to use it as a full alternative to traditional channels (Lauksen et al., 2007). In addition, by
introducing mobile banking services, the bank aims to provide customers with better service through channels.
which is more friendly and cost-effective, thereby increasing customer satisfaction and loyalty (Alalwan et al.,
2015; Gu et al., 2009; Lee et al., 2014; Lin, 2013; Wessels and Drennan, 2010).
Various research models have been developed to explain the factors that influence the interest and use
of a technology system. One of the newest is the Unified Theory of Acceptance and Use of Technology
(UTAUT) model. UTAUT is a technology acceptance and use model that brings together the best features of
other technology acceptance theories. Unified Theory of Acceptance and Use of Technology (UTAUT) is
specifically proposed to clarify the acceptance of technology from a customer perspective (Alalwan et al.,
2017). Therefore, in an effort to select an appropriate model that includes almost all constructs that determine
consumer intention and adoption of mobile banking, UTAUT is used as a theoretical basis for proposing the
conceptual model used in this study.
The main constructs in UTAUT include performance expectancy (PE), effort expectancy (EE), social
influence (SI), hedonic motivation (HM), and price value (PV) which are proposed as direct determinants of
customer intention to adopt mobile banking. In accordance with Venkatesh et al. (2012), two factors were
added, namely: behavioral intention and facilitating conditions, both of which were identified as the main
predictors of mobile banking adoption behavior. By looking at the proposed UTAUT2 constructs, researchers in
this study will focus on examining performance expectancy, effort expectancy and facilitating conditions related
to consumer behavioral intention. Performance expectancy is conceptualized as the degree to which an
individual believes that the application of technology will help him gain benefits in improving job performance (
Venkatesh et al., 2003). In the research that has been conducted ointention to use mobile banking was predicted
significantly by performance expectancy.
Venkatesh et al. (2003) also define effort expectancy as the level of convenience associated with using
a system. Due to the special nature of mobile banking, which requires a certain level of knowledge and skills,
effort expectancy can play an important role in determining customer intentions to use this technology (Alalwan
et al., 2016). The facilitating conditions are defined as the extent to which an individual believes that the
organizational and technical infrastructure exists to support the use of the system (Venkatesh et al., 2003).
Referring to the literature that has reviewed previous mobile banking, trust has been strongly approved
as an important factor that determines customer perceptions and intentions to adopt this technology (Alalwan et
al., 2015; Hanafizadeh et al., 2014; Luo et al., 2010; Zhou, 2012). Trust can be associated with the special nature
of electronic banking services characterized by high uncertainty coupled with the nature of financial services,
which can be characterized as high-risk products (Hanafizadeh et al., 2014; Luo et al., 2010; Zhou, 2011).
Hence, as an external factor, Trust has been included as an extension to UTAUT2 in the same conceptual model
as highly recommended by Venkatesh et al. (2012) in order to broaden the horizon of UTAUT2 theoretically.
In line with the definition of trust (Gefen et al., 2003), customer trust in mobile banking can be
operationalized as an accumulation of customer confidence in integrity, policies and capabilities that can
increase customers' desire to depend on mobile bank weekly to achieve financial transactions. Trust has been
tested extensively and is proven to be an important factor predicting customer perceptions and behavioral
intention towards mobile banking (Hanafizadeh et al., 2014; Luo et al., 2010; Zhou, 2012). Furthermore,
Venkatesh et al. (2003) stated that behavioral intention is conceptualized as the extent to which customers tend
to use self-service technology (SST). Behavioral intention has been constantly examined and confirmed as the
strongest determinant of individual behavior on the flow of technology acceptance (Ajzen, 1985; Venkatesh et
al., 2003).
Basically, persuading customers to change their behavior from using traditional banking channels to
mobile banking is not an easy process, mainly because there is a lack of understanding of this phenomenon from
a customer perspective (Dwivedi and Irani, 2009). Banks seem to be one of the most interested businesses. on
such systems to provide better service to their customers and to increase their effectiveness and efficiency.
However, the success of mobile banking implementation really depends on the extent to which customers are
fully motivated to adopt it (Alalwan et al., 2017).
Customer concerns about safety issues and the initial costs associated with setting up an Internet
connection were conveyed by Yang (2009) as the main obstacles to adopting mobile banking. According to Yu
(2012) and Hanafizadeh et al. (2014), customers are more likely to accept mobile banking if they perceive a
3. Determinants of Mobile Banking Adoption Behavior in Sub-Urban Areas
*Corresponding Author: Anas Hidayat*
www.aijbm.com 61 | Page
higher monetary cost compared to other traditional channels. Furthermore, Jeong and Yoon (2013) found that
financial costs are the least important factor when predicting customer intentions to adopt mobile banking.
This study aims to examine consumer behavior in adopting mobile banking with a focus on people who
live in suburban areas. The choice of suburban areas was made to ascertain whether the mobile banking
technology was actually used by consumers throughout the country and not limited to cities. big. The study of
mobile banking in suburban cities provides an overview of technology penetration and acceptance across the
country. Unlike big cities, suburban or suburban areas are characterized by a lack of not only internet
connectivity but also traditional bank branches (Lin, 2013). Cruz et al. (2010) found mobile banking to be a
viable option in this region. As such, there is a strong need to promote the adoption of mobile banking in
suburban areas.
Therefore, understanding the factors that may be responsible for the slow adoption of mobile banking
in suburban areas can help banks accelerate the rate of adoption of the technology. However, because it is still in
the implementation and implementation stages, problems related to mobile banking have not been empirically
examined in the context of BNI Syariah Purworejo customers. For that reason, this study is motivated to fill this
gap by empirically analyzing the determinants of mobile banking adoption behavior in suburban areas, in this
case the researcher examines the main factors that influence mobile banking adoption from the customer
perspective of BNI Syariah Purworejo customers.
II. LITERATURE REVIEW
1. Adoption of Mobile Banking (MB)
Mobile banking can be defined as a type of financial service implementation in which, in electronic
procedures, customers use cellular communication techniques in conjunction with a mobile device (Pousttchi
and Schurig, 2004) or as a service in which the customer uses a cell phone or mobile device to access banking
services and perform financial transactions (Anderson, 2010). Mobile Banking is understood as an example of a
mobile trading application (m-Commerce) in which financial institutions allow their customers to carry out
banking activities via mobile devices. It relies on technology (eg short message services) and communication
protocols (eg wireless application protocol, WAP) used to provide banking services such as fund transfers (Kim
et al., 2009; Luarn and Lin, 2005). Other things were also added related to the problem, for example finding the
location of the nearest ATM (Mallat et al., 2004; Shih, Hung, & Lin, 2010; Wu & Wang, 2005).
Mobile Banking includes mobile accounting (e.g. checkbook requests, blocking of lost cards, money transfers or
insurance policy subscriptions), mobile intermediary (buying and selling of financial instruments), and mobile
financial information services (balance inquiries, statement requests, credit card information, branch and ATM
locations, foreign exchange rates or commodity prices) (Tiwari, 2007). Mobile Banking is considered a service
with potential benefits for both financial institutions and the telecommunications industry (Nysveen et al.,
2005).
2. Unified Theory of Acceptance and Use of Technology (UTAUT2)
In 2003 Venkatesh et al. (2003) proposed the Unified Theory of Acceptance and Use of Technology
(UTAUT2), building on eight leading theories, creating a new, robust basic model for acceptance studies.
UTAUT2 was developed through a review and consolidation of the construction of eight leading theories used
in previous research to explain usage behavior in information systems (Venkatesh et al., 2003). Unified Theory
of Acceptance and Use of Technology (UTAUT2), specifically proposed by Venkatesh et al. (2012) to clarify
technology acceptance from a customer perspective. Therefore, in an effort to select a model that is suitable and
includes almost all constructs that determine consumer intention and adoption of Mobile banking, UTAUT2 has
been found as a theoretical basis for proposing a conceptual model used in the study. The main constructs in
UTAUT2, namely: performance expectancy, effort expectancy, social influence, hedonic motivation, and price
value are proposed as direct determinants of customer intention to adopt mobile banking.
With reference to Venkatesh et al. (2012) also added two factors, namely: facilitating conditions and
behavioral intention, both of which were identified as the main predictors of behavior in adopting mobile
banking. The extension of UTAUT2 was precisely theorized to explain technology acceptance from the
customer perspective (Venkatesh et al., 2012), it was chosen as an appropriate theoretical basis for proposing a
conceptual model, which will also be used in this study.
3. Performance Expectancy
Performance expectancy can be conceptualized as benefits and utilities (eg saving time and effort,
efficiency, accessibility, adaptability, convenience) that can be obtained from using these innovative channels
(Venkatesh et al., 2003). Performance expectancy has been considered as one of the most influential drivers of
behavioral intention to adopt and use information systems (SI) or information technology (IT) (Dwivedi et al.,
2017). Venkatesh et al. (2012) and Dodds et al. (1991) argue that customers are usually involved in the process
4. Determinants of Mobile Banking Adoption Behavior in Sub-Urban Areas
*Corresponding Author: Anas Hidayat*
www.aijbm.com 62 | Page
of rational comparisons between the level of benefits and utility obtained by using technology in relation to the
monetary costs paid for using the technology from another point of view. The performance expectancy is used
to explain the extent to which users benefit from using a system or technology (Venkatesh et al., 2012).
4. Effort expectancy
Effort expectancy is defined as the level of simplicity associated with the use of a system (Davis et al.,
1989). Venkatesh et al. (2003) define effort expectancy as the level of convenience associated with the use of a
system. Individual intention to accept a new system is not only predicted by how much the system is valued
positively but also by how many customers can use this system easily and does not require large costs (Davis et
al., 1989). In the context of mobile banking , some consumers are more interested in using mobile phones than
others and as a result, consumers will expect to have fewer problems using the service and grow more
accustomed to technology rapidly (Koenig et al., 2010). Hence, due to the special nature of mobile banking
which requires a certain level of knowledge and skills, effort expectancy can play an important role in
determining customer intention to use this technology (Alalwan et al., 2016).
5. Trust
Trust is defined as subjective expectations where consumers believe that certain transactions occur in a
way that is consistent with their trust expectations (Koksal, 2016). In line with the definitions of belief Gefen et
al. (2003), customer trust in mobile banking can be operationalized as an accumulation of customer confidence
in integrity, virtue and ability that can increase customers' willingness to depend on mobile banking to achieve
financial transactions. Trust has been tested extensively and is proven to be an important factor predicting
customer perceptions and intentions of mobile banking (Hanafizadeh et al., 2014; Luo et al., 2010; Zhou, 2012).
Trust is a subjective belief that a party will fulfill its obligations and it plays an important role in uncertain
financial transactions where system users are vulnerable to financial losses (Gefen et al., 2003; Lu et al., 2011).
Moreover, trust is even more important in electronic transactions, which are characterized by anonymity and
lack of social cues due to spatial separation (Zhou, 2012). Since m-payments are facilitated by a variety of
uncoordinated providers, several studies have therefore proposed to check the confidence of a system.
6. Facilitating Conditions
Facilitating conditions are defined as the level at which an individual believes that the organizational
and technical infrastructure exists to support the use of the system (Venkatesh et al., 2003). Indeed, Venkatesh et
al. (2012) assume that facilitating conditions can have a direct effect on customer intentions in UTAUT2
because facilitating conditions are not freely available to customers as in the context of employees.
After further reviewing previous studies in information systems, Venkatesh et al. (2003) articulated that the
impact of facilitating conditions on behavioral intention would not be significant if performance expectations as
well as the effort expectancy construct were included. Thus, this study will follow the proposition of Venkatesh
et al. (2003) draw only a single path from facilitating conditions to actual behavioral adoption intentions. The
relationship between facilitating conditions and actual usage behavior has been demonstrated empirically by
various studies (eg Alalwan et al., 2016; Zhou et al., 2010; Wang and Shih, 2009) in relevant research fields.
7. Behavioral Intention
DeLone and McLean (1992) propose that the success of the Information Systems model is seen from
how system quality and information quality affect user use and satisfaction, both of which are precursors of
individual impacts, which in turn affect organizational impacts. According to Venkatesh et al. (2003)
conceptualized behavioral intention as the extent to which customers tend to use self-service technology (SST).
Behavioral intention has been constantly examined and confirmed as the strongest determinant of individual
behavior on technology acceptance streams (Ajzen, 1985; Venkatesh et al., 2012). Therefore, current research
illustrates that the true adoption of mobile banking is largely predictable by willingness of customers to adopt
the system. This relationship has also been widely proven by many online banking studies such as in studies
(Martins et al., 2014) and many others.
A Hypothesis Development
1. Effect of Performance Expectancy and Behavioral Intention
Performance expectancy in the consumer context is the extent to which using technology will benefit
consumers in carrying out certain activities (Venkatesh et al., 2012). In their original model, Venkatesh et al.
(2003) suggest that performance expectancy is the strongest predictor of intention, and the effect of performance
expectancy on behavioral intention has been supported in the context of mobile payments (Thakur, 2013; Wang
and Yi, 2012).
5. Determinants of Mobile Banking Adoption Behavior in Sub-Urban Areas
*Corresponding Author: Anas Hidayat*
www.aijbm.com 63 | Page
In general, consumers appear to be more motivated to use and accept new technology if they feel that this
technology is more profitable and useful in their daily lives (Alalwan et al., 2016; Davis et al., 1989; Venkatesh
et al., 2003; ). According to previous research, mobile banking has also been widely associated as a more
convenient channel that allows customers to access various services with the flexibility of time and place
(Alalwan et al., 2016; Gu et al., 2009; Luarn and Lin, 2005; Riquelme and Rios, 2010). In particular, in a study
undertaken to investigate the acceptance of mobile banking, Zhou et al. (2010) concluded that customer
intention to use mobile banking was significantly influenced by performance expectancy. Oliveira et al., (2014)
in their research found that the most important factors affecting behavioral intention are performance
expectancy and initial trust. The results confirm that when there is initial belief, the behavioral intention to adopt
a new technology will be driven by its usefulness. Therefore, the first hypothesis in this study is as follows:
H1: Performance expectancy has a positive effect on behavioral intention.
2. Effect of Effort Expectancy on Behavioral Intention and Performance Expectancy
Effort Expectancy is conceptualized as the level of convenience associated with system use (Venkatesh
et al., 2003). Several studies related to behavioral intention have proven empirically the important role of
business expectations (for example, Martins et al., 2014; Riffai et al., 2012). Therefore, due to the special nature
of mobile banking, which requires a certain level of knowledge and skills, business expectations can play an
important role in determining customer intention to use this technology (Alalwan et al., 2016).
Davis et al. (1989) have identified that use of information technology is influenced by ease of use. The level of
ease of use of an information technology will create a feeling in the individual that the system has benefits so
that it will create a sense of comfort in its use (Venkatesh and Davis, 2000). Several studies conducted using the
UTAUT model state that effort expectancy has a positive effect on behavioral intention in using the system.
information (Venkatesh et al., 2003; Iriani et al., 2014). However, effort expectancy in a study was found to
have no significant effect on behavioral intention (Lawan and Dahalin, 2011).
Several studies in relevant areas of interest have validated the impact of effort expectation on customer
intentions to use online banking channels (Alalwan, et al., 2016; Riffai et al., 2012; Martins et al., 2014). As for
the effort expectancy factors found that are related to perceived ease of use have been verified in different
mobile banking studies to have an important role in predicting customer intention to use mobile banking (Gu et
al., 2009; Luarn and Lin, 2005; Riquelme and Rios. , 2010). If customers know that mobile banking is easy to
use, they are more willing to use it to carry out banking transactions (Lin, 2010). Therefore, the second and third
hypotheses in this study are as follows:
H2: Effort expectancy has a positive effect on behavioral intention.
H3: Effort expectancy has a positive effect on performance expectancy in Mobile banking.
3. The Influence of Trust on Behavioral Intention and Performance Expectancy
Gefen et al. (2003) customer trust in mobile banking can be operationalized as an accumulation of
customer confidence in integrity, virtue and ability that can increase customers' willingness to depend on mobile
banking to achieve financial transactions. Trust has been tested extensively and has been shown to be an
important factor predicting customer perceptions and intentions of mobile banking (Hanafizadeh et al., 2014;
Luo et al., 2010; Zhou, 2012).
Trust is a subjective tendency to believe in the occurrence of an action that is consistent with positive
assumptions (Köksal and Penez, 2015). Thus, trust is guaranteed when there is a sufficient level of capability,
accuracy and integrity found in a particular system (Gefen et al., 2003). Trust was found to be an important
influence on behavioral intention to adopt technology (Alalwan et al., 2015; Hanafizadeh et al., 2014; Sharma
and Sharma, 2019; Malaquias and Hwang, 2016) because trust has an inverse relationship to risk. Thus, a higher
trust in technology will reduce the perceived risk and consequently positively affect behavioral intention (Merhi
et al., 2019).
Ttrust is empirically supported by the research of Luo et al. (2010) which states that trust has a
significant effect not only on customer intentions but also on performance expectancy. In a study to examine the
factors that predict customer initial trust in mobile banking, (Zhou, 2011) also confirmed trust as a key factor
determining the likelihood of customers using Mobile banking. The role of trust and perceived credibility has
been strengthened by (Hanafizadeh et al., 2014) as the main driver in adopting mobile banking by customers. In
related research such as that proposed by Gefen et al. (2003), that trust should have a direct effect on customer
intention to adopt mobile banking or indirectly influence behavioral intention through the role of performance
expectancy. Therefore, the fourth and fifth hypotheses in this study are as follows:
H4: Trust has a positive effect on behavioral intention.
H5: Trust has a positive effect on performance expectancy in Mobile banking.
6. Determinants of Mobile Banking Adoption Behavior in Sub-Urban Areas
*Corresponding Author: Anas Hidayat*
www.aijbm.com 64 | Page
4. Effect of Facilitating conditions and Behavioral Intention
Facilitating conditions are defined as the extent to which an individual believes that the organizational
and technical infrastructure exists to support the use of the system (Venkatesh et al., 2003). After a closer review
of previous studies in the field of information systems, Venkatesh et al. (2003) articulated that the impact of
facilitating conditions on behavioral intention would not be significant if business expectations and performance
expectation constructs were included. Thus, this study will also follow the proposition (Venkatesh et al., 2003)
by drawing only a single pathway from facilitating conditions to actual behavioral intention adoption. The
relationship between facilitating conditions and actual usage behavior has been proven empirically by various
studies (Alalwan et al., 2016a; Zhou et al., 2010; Wang and Shih, 2009) in relevant research fields.
Venkatesh et al. (2012) assume that facilitating conditions can have a direct effect on customer
intentions in UTAUT2 because facilitating conditions are not freely available to customers as in the context of
employees. Customers can be more motivated to use mobile banking if they have a certain level of support and
service resources and consider mobile banking. more compatible than other technologies already used by them.
Theoretically, there is an effect of facilitating conditions on behavioral intention on the use of mobile banking
which has been supported by various online banking studies (Alalwan et al., 2014; Alalwan et al., 2015;
Alalwan et al., 2016; Yu, 2012; Zhou et al. , 2010). Therefore the sixth hypothesis in this study is as follows:
H6: Facilitating conditions have a positive effect on customer intention to adopt Mobile banking.
5. The Influence of Behavioral Intention and Adoption of Mobile Banking
According to Venkatesh et al. (2003) conceptualized behavioral intention as the extent to which
customers tend to use self-service technology (SST). The behavioral intention itself has been constantly
researched and confirmed as the strongest determinant of individual behavior on the flow of technology
acceptance (Ajzen, 1985; Venkatesh et al., 2012).
Previous research has shown that the actual adoption of Mobile banking can be predicted largely by the
willingness of customers to adopt the technology. This relationship has also been proven by several online
banking studies as stated in (Jaruwachirathanakul and Fink, 2005; Martins et al., 2014). Therefore, the seventh
hypothesis in this study is as follows:
H7: Behavioral intention has a positive effect on customers to adopt Mobile banking.
IV. RESEARCH METHODS
This type of research is a survey research with a quantitative approach and the population used is BNI
Syariah Purworejo customers. The sampling method used is non-random (Non-Probably Sampling) using
purposive sampling (Judgment sampling). The number of samples taken for this study were 250 people who
were registered as BNI Syariah Purworejo customers.
The questionnaire was distributed through (Computerdelivery survey) using the internet (google doc).
The measurement scale used in this study is a Likert scale which has a gradation from strongly disagree with a
score of 1, disagree with a score of 2, Neutral with a score of 3, agree with a score of 4 and strongly agree with a
score of 5.The analytical tool used in this study is Descriptive analysis with the analysis method of Structural
Equation Model (SEM). The research conceptual framework carried out is as follows:
Figure 1. Research Model
Source: Adopted from Alalwan et al. (2017)
7. Determinants of Mobile Banking Adoption Behavior in Sub-Urban Areas
*Corresponding Author: Anas Hidayat*
www.aijbm.com 65 | Page
V. DISCUSSION
The test results from statistical analysis using AMOS 22 found the results of hypothesis testing which
is a test of the causality relationship of each research variable as presented in the table below:
Table 1. Hypothesis Test Results
Hubungan Antar Variabel Estimate S.E. C.R. P Ket
Performance
Expectancy
<--- Effort
Expectancy
0.389 0.102 3.823 0.000 Received
Performance
Expectancy
<--- Trust 0.293 0.117 2.502 0.012 Received
Behavioural
Intention
<--- Effort
Expectancy
0.288 0.095 3.032 0.002 Received
Behavioural
Intention
<--- Performance
Expectancy
0.346 0.078 4.409 0.000 Received
Behavioural
Intention
<--- Trust 0.357 0.112 3.187 0.001 Received
AdopsiMB <--- Facilitating
Conditions
0.247 0.084 2.921 0.003 Received
AdopsiMB <--- Behavioural
Intention
0.192 0.076 2.530 0.011 Received
Source: Data processing, 2020
This study has several objectives, first to investigate the effect of performance expectancy on
behavioral intention, second to investigate the effect of effort expectancy on behavioral intention and
performance expectancy, third to investigate the effect of trust on behavioral intention and performance
expectancy, fourth to investigate the effect of facilitating conditions on customer intention to adopt mobile
banking, and fifth to investigate the effect of behavioral intention on advertising mobile banking.
The results of this study are in line with research conducted by Zhou et al. (2010) who conducted an
investigation related to the acceptance of mobile banking, this study concluded that customer intention to use
mobile banking was significantly influenced by performance expectancy. Oliveira et al., (2014) in their research
also found that the most important factors affecting behavioral intention are performance expectancy and initial
trust.
Mobile banking has special characteristics that require a certain level of knowledge and skills, the
expectation of the effort that has been done can play an important role in determining the customer's intention to
use this technology (Alalwan et al., 2016). If customers know that mobile banking is easy to use, they become
more willing to use it to conduct banking transactions (Lin, 2010). This study shows that effort expectancy has a
positive effect on behavioral intention and performance expectancy, these results are in line with several studies
conducted using the UTAUT model which states that effort expectancy has a positive effect on behavioral
intention in using information systems (Venkatesh et al., 2003; Iriani et al. al., 2014).
The results of further research related to the influence of trust on behavioral intention and performance
expectancy also show a positive effect. Trust was found to be an important influence on behavioral intention to
adopt technology (Alalwan et al., 2015; Hanafizadeh et al., 2014; Sharma and Sharma, 2019; Malaquias and
Hwang, 2016) because trust has an inverse relationship to risk. Thus, a higher trust in technology will reduce the
perceived risk and consequently positively affect behavioral intention (Merhi et al., 2019).
Ttrust is empirically supported by the research of Luo et al. (2010) which states that trust has a
significant effect not only on customer intentions but also on performance expectancy. In a study to examine the
factors that predict customer trust in mobile banking, (Zhou, 2011) also confirmed trust as a key factor
determining the possibility of customers using Mobile banking.
Venkatesh et al. (2012) argue that facilitating conditions can have a direct effect on customer intentions
in UTAUT2 because facilitating conditions are not freely available to customers as in the context of employees.
Customers can be more motivated to use Mobile banking if they have a certain level of support services and
resources and consider Mobile banking to be more compatible than other technologies that are already used by
them. Theoretically, there is an effect of facilitating conditions on behavioral intention on the use of mobile
banking which has been supported by various online banking studies (Alalwan et al., 2014; Alalwan et al., 2015;
Alalwan et al., 2016; Yu, 2012; Zhou et al., 2016; Yu, 2012; Zhou et al. al., 2010).
This study shows the similarity of the results with previous studies where facilitating conditions have a
positive effect on customer intention to adopt mobile banking and behavioral intention towards mobile banking
adoption. Behavioral intention has been constantly researched and confirmed as the strongest determinant of
individual behavior towards the flow of technology acceptance (Ajzen, 1985; Venkatesh et al., 2012).
8. Determinants of Mobile Banking Adoption Behavior in Sub-Urban Areas
*Corresponding Author: Anas Hidayat*
www.aijbm.com 66 | Page
VI. CONCLUSION
This research was conducted to determine the factors that influence the Behavioral intention and
adoption of Mobile banking by BNI Syariah Purworejo customers. Unified Theory of Acceptance and Use of
Technology (UTAUT) is used as a theoretical basis for proposing the conceptual model used in this study. By
looking at the proposed UTAUT constructs, this study focuses on assessing performance expectancy, effort
expectancy, trust and facilitating conditions related to behavioral intention. This research was conducted with a
quantitative approach and tested on people registered as customers of BNI Syariah Purworejo with a total
sample of 250 respondents. The results of this study can be summarized briefly that performance expectancy,
effort expectancy and trust have a positive effect on behavioral intention. Effort expectancy and trust have a
positive effect on performance expectancy in mobile banking. Furthermore, facilitating conditions and
behavioral intention were found to have a positive effect on customer intentions to adopt mobile banking.
Considering some of the limitations contained in this study, the authors hope that this research can be
further improved to provide better and more accurate results. It is known that this research is a Cross-Sectional-
Study, where the results of this study cannot describe the dynamics or changes in usage activities. mobile
banking and this research was only tested on BNI Syariah customers in Purworejo. This research model was
tested with the help of primary data collected from a sub-urban geographical area located in Purworejo. This
limitation limits the study results to deeper (remote) geographic areas. Therefore, the authors recommend future
research in order to carry out research into sub-urban areas with more remote geographies.
VII. MANAGERIAL IMPLICATIONS
The author proposes to marketers that they should make special efforts to achieve the success of the
information system model by continuing to pay attention to how the quality of the system and the quality of
information basically affects the use and satisfaction of users, both of which are keys that can have an individual
impact, which in turn affects organizational success.
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*
Corresponding Author: Anas Hidayat
Faculty of Business and Economics, Universitas Islam Indonesia, Yogyakarta