Abstract
This study aims to examine the key factors that may hinder or facilitate the adoption of mobile banking services in a cross-cultural context. A conceptual framework was developed through extending the Unified Theory of Acceptance and Use of Technology UTAUT2 by incorporating three additional constructs, namely trust (TR), security (PS) and privacy (PP). Data were collected using an online survey and a self-administrated questionnaire from 901 mobile banking users who were either Lebanese or English. These were analysed using structural equation modelling based on AMOS 23.0. The results of this analysis indicated that behavioural intention towards adoption of mobile banking services was influenced by habit (HB), perceived security (PS), perceived privacy (PP) and trust (TR) for both the Lebanese and English consumers. In addition, performance expectancy (PE) was a significant predictor in Lebanon but not in England; whereas price value (PV) was significant in England but not in Lebanon. Contrary to our expectation, Social Influence (SI) and Hedonic Motivations (HM) were insignificant for both the Lebanese and English consumers. Overall, the proposed model achieved acceptable fit and explained 78% of the variance for the Lebanese sample and 83% for the English sample – both of which are higher than that of the original UTAUT2. These findings are expected to help policy makers and bank directors understand the issues facing mobile banking adoption in different cultural settings. Subsequently, they will help guide them in formulating appropriate strategies to improve the uptake of mobile banking activities. As the low mobile banking adoption rate in Lebanon can be attributed to the novelty of this technology, the Lebanese banking sector stands to greatly benefit from this study.
Highlights
The evolution of internet services and technologies has affected the operation and management of most commercial and non-commercial systems, including banking services [1,2]
Cronbach's alpha value for all factors was above the cut-off 0.7 which indicates that the constructs have a strong internal reliability as suggested by Nunnally [113]
From a theoretical point of view, the obtained results differed from the UTAUT2 model in that few factors were not supported in this study, while the rest were found to be more critical than the others compared to the original UTAUT2 study
Summary
The evolution of internet services and technologies has affected the operation and management of most commercial and non-commercial systems, including banking services [1,2]. Mobile banking was not an exception and its acceptance was predominantly studied using five models; the innovation diffusion theory (IDT) [29], theory of reasoned action (TRA) [30], theory of planned behaviour (TPB) [31], technology acceptance model (TAM) [32], and theory of perceived risk (TPR) [33]. The model was validated in different countries and contexts such as Internet Technology [41,42], Internet Banking [19,43,44], E-government and Mobile Banking [45,46] among others, albeit oftentimes incompletely by dropping certain of its factors
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
