A UTAUT2 approach to understand intention to use mobile banking by non-users and intention to continue by users

PurposeThe purpose of this paper is to identify the factors influencing the adoption of mobile self-service retail banking technologies, and the degree of influence of each factors leading their usage. Having mobile banking (MB) as the reference service and drawing on previous studies in the field, an extended Unified Theory of Acceptance and Use of Technology (UTAUT) model is proposed and empirically validated to investigate the impact of technology, social, channel and personal factors on potential customers’ usage intentions.Design/methodology/approachOn evidence drawn, through a dedicated research instrument, from 513 non-users in Greece, the effects of the extended UTAUT’s drivers on MB adoption intentions are assessed using partial least squares path methodology.FindingsThe results indicated that technology-related factors, expressing innovation expected performance, and social influence are the leading determinants of MB adoption intentions, followed by the two channel-related factors, expressing perceived risk and trust toward MB usage, and potential users’ inherent innovativeness. Furthermore, the consideration of service experience as a moderating variable has shown that there is a significant difference in the effects of social influence and perceived trust on adoption intention between potential users with high and limited service experience.Research limitations/implicationsThe sample is country specific and this may affect generalizability of findings. Also, the cross-sectional design adopted does not reflect the temporal changes.Practical implicationsFrom a practical point of view, the findings suggest that banks should consider, except of the technology-related factors of MB, the way that potential users perceive the channel-related factors as well as the individual differences in order to improve the MB acceptance level.Originality/valueAlthough there are a few studies that use UTAUT to predict MB adoption, the proposed model is the first that combines four groups of MB adoption driving factors into a causal model in order to explain MB adoption intentions in a country which is facing severe financial crisis for the last eight years, Greece.

The rapid advancement of technology creates the need for agencies to increase innovation in accordance with the needs of the times. One of the innovations made by banks is by launching mobile banking applications. With mobile banking, it is expected to increase customer satisfaction. This study aims to analyze the effect of mobile banking service quality on the satisfaction of the customer of Bank Central Asia (BCA). Mobile banking service quality is measured through four variables, namely speed (X1), security (X2), accuracy (X3) and trust (X4). The theory used in this research is the Technology Acceptance Model (TAM) theory. The results showed that two variables of mobile banking service quality, namely accuracy and trust, had a positive effect on BCA bank customer satisfaction. This indicates that customers highly value the accuracy of information and transactions, and have high trust in BCA bank mobile banking services, which will increase customer satisfaction. Abstrak Kemajuan teknologi yang begitu cepat menciptakan kebutuhan instansi untuk meningkatkan inovasi sesuai dengan kebutuhan zaman. Salah satu inovasi yang dilakukan perbankan yaitu dengan meluncurkan aplikasi mobile banking. Dengan adanya mobile banking diharapkan akan meningkatkan kepuasan nasabah. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan mobile banking terhadap kepuasan nasabah bank BCA. Kualitas layanan mobile banking diukur melalui empat variable, yaitu speed (X1), security (X2), accuracy (X3) dan trust (X4). Teori yang digunakan dalam penelitian ini adalah Teori Technology Acceptance Model (TAM). Hasil penelitian menunjukkan bawah dua variable kualitas layanan mobile banking yaitu accuracy dan trust berpengaruh positif terhadap kepuasan nasabah bank BCA. Hal ini mengindikasikan bahwa nasabah sangat menghargai ketepatan informasi dan transaksi, serta memiliki kepercayaan yang tinggi terhadap layanan mobile banking bank BCA, maka akan meningkatkan kepuasan nasabah.

The adoption rate of mobile banking services (m-banking) has not reached the expected level, especially in developing countries and customers are less interested in the service. The purpose of the study was to analyze the influence of confirmation and perception of usability on the satisfaction of using Bank Sinarmas mobile banking, the effect of the perception of usability on the intention to reuse Bank Sinarmas mobile banking, the effect of the perception of usability and convenience on the attitude of Bank Sinarmas mobile banking, and the effect of user satisfaction and attitude on the intention to reuse mobile banking Bank Sinarmas. This quantitative study includes the research population of Bank Sinarmas customers who have used mobile banking services. The analysis method uses Partial Least Squares–Structural Equation Modelling (PLS-SEM). From the results of the research and discussion, the conclusions that can be drawn are that confirmation has a positive effect on the satisfaction of using Bank Sinarmas mobile banking, perception of usability has a positive effect on satisfaction with the use of Bank Sinarmas mobile banking, perception of usability has a positive effect on the intention to reuse Bank Sinarmas mobile banking, perception of usability has a positive effect on attitudes towards Bank Sinarmas mobile banking, perception of ease of use has a positive effect on the attitude of Bank Sinarmas mobile banking, user satisfaction has a positive effect on the intention to reuse Bank Sinarmas mobile banking, and attitude has a positive effect on the intention to reuse Bank Sinarmas mobile banking. Tingkat adopsi layanan mobile banking (m-banking) tidak mencapai tingkat yang diharapkan terutama di negara berkembang dan pelanggan kurang berminat terhadap layanan tersebut. Tujuan penelitian untuk menganalisis pengaruh konfirmasi dan persepsi kegunaan terhadap kepuasan penggunaan mobile banking Bank Sinarmas, pengaruh persepsi kegunaan terhadap intensi penggunaan kembali mobile banking Bank Sinarmas, pengaruh persepsi kegunaan dan kemudahan terhadap sikap pada mobile banking Bank Sinarmas, serta pengaruh kepuasan penggunaan dan sikap terhadap intensi penggunaan kembali mobile banking Bank Sinarmas. Penelitian ini kuantitatif dengan populasi penelitian nasabah Bank Sinarmas yang telah menggunakan layanan mobile banking. Metode analisis menggunakan Partial Least Squares–Structural Equation Modelling (PLS-SEM). Dari hasil penelitian dan pembahasan, maka kesimpulan yang dapat diambil adalah konfirmasi berpengaruh positif terhadap kepuasan penggunaan mobile banking Bank Sinarmas, persepsi kegunaan berpengaruh positif terhadap kepuasan penggunaan mobile banking Bank Sinarmas, persepsi kegunaan berpengaruh positif terhadap intensi penggunaan kembali mobile banking Bank Sinarmas, persepsi kegunaan berpengaruh positif terhadap sikap pada mobile banking Bank Sinarmas, persepsi kemudahan penggunaan berpengaruh positif terhadap sikap pada mobile banking Bank Sinarmas, kepuasan penggunaan berpengaruh positif terhadap intensi penggunaan kembali mobile banking Bank Sinarmas, dan sikap berpengaruh positif terhadap intensi penggunaan kembali mobile banking Bank Sinarmas.

Mobile and Internet banking have introduced a new way of monetary transactions without the need for physical presence. This research proposes to analyze the sentiments of people regarding digital transactions, Mobile and Internet banking. The explosion of Internet usage and the huge funding initiatives in electronic banking has drawn the attention of researchers towards Internet and mobile banking. This study focuses on customer value perceptions of the Internet and mobile banking in India. The recent and forecasted Digital India scheme shows high growth in e-banking in India. The demographic, attitudinal, and behavioral characteristics of mobile bank users were examined. In this study, datasets obtained from Twitter were used. After extensive and repeated analysis, it is found that both Mobile and Internet banking are well received, the number of positive Tweets, especially regarding mobile banking, is much higher than that of Internet banking. This leads to the interpretation that people find mobile banking easier and safer, especially during the ongoing COVID-19 pandemic.

Background/Purpose: Maintaining a balance between security and a positive user experience in mobile and Internet banking is becoming increasingly difficult for the providers of banking services. The goal of our research is to analyse user opinions about the current situation: how users perceive security and how the authentication methods they are using affect user experience. Methodology: Data were collected using an online survey among the users of 15 banks operating in Slovenia, and statistical methods were applied to analyse them. Results of the users’ study were evaluated and commented by a limited number of interviewed banking security experts. Results: The results indicate that the use of mobile banking in Slovenia is relatively low, as only 30 percent of respondents use mobile banking along with Internet banking. Slovenian users perceive security to be the most important factor in mobile and online banking, closely followed by reliability. We also verified whether the users knew which authentication methods they were using: 69% of respondents selected the correct authentication method. The opinion of 88% of respondents was that authentication methods do not limit them when using mobile and Internet banking. Results of the study of user’s opinions did not surprise the experts, although experts’ views about the balance between security and usability diverged considerably. Conclusion: Our results indicate that, in Slovenia, users of the Internet and mobile banking services regard security to be the most important element in mobile or Internet banking and find user experience less important while they absolutely do want products that are easy to use.

Mobil and online banking becomes one of the most important technologies that will not lose its popularity with new technology features added every day for the convenience of the user. Most of the financial companies offer mobile and online banking applications to their customers. Security, privacy and customer privacy in online and mobile banking have become important. Security risks in mobile and online banking, especially in mobile banking is a major problem for the banks and the users because of the innovations brought by the technology and security gaps in every innovation. The banking system offers various security solutions for mobile and online banking security. In this research paper, security threats and security measures in mobile and online banking systems are examined.

<p>Recent innovations in the telecommunication have proven to be a boon for the banking sector and its customers: One of these is Mobile Banking, where customers interact with the bank via mobile phones and banks provide them the services like short message services, fund transfers, account details, issue of cheque book etc. Presently almost all the banks in the world have started providing their customers "Mobile Banking" services. The main issue of this study is to understand the factors which contribute to user's intention to use the mobile banking services. The purpose of this review paper is to explore the factors that influence the adoption behaviour of mobile banking services by Indian consumers. The data was collected from 150 respondents from Delhi city in the month of November and December 2013. Around 61.33% respondents opined that this system is less costly and time saving and 58.67% respondents would like to try this service. In this paper, we will share what is mobile banking (m-banking), RBI guidelines for mobile banking in India, advantages of adopting this new technology both for the banking sector as well as the consumer and issues which needs to be addressed relating to this new form of banking.</p><p>This paper also discusses the various steps that mobile banking providers should take to increase their mobile banking services user's database. Recent innovations in the telecommunication have proven to be a boon for the banking sector and its customers: This paper also discusses the various steps that mobile banking providers should take to increase their mobile banking services user's database.</p>

This study aims to determine: (1) the effect of perceptions of the ease of the system on the positive attitude of customers in using mobile banking BNI Ende Branch Bank. (2) the effect of perceived comfort on the positive attitude of customers in using BNI BNI Bank Ende mobile banking. (3) the effect of perceived ease of system and perceived comfort together on the positive attitude of customers in using BNI BNI Bank Ende Branch mobile banking. The population in this study are customers of Bank BNI Ende Branch who use mobile banking or at least know information about the service. The sample selection uses a purposive sampling method. The number of research samples were 90 respondents of Bank BNI Branch Ende. The method used is a quantitative research method. This study uses primary data, questionnaires and secondary data, articles and journals. In this study using descriptive statistics, data quality tests, classic assumption tests, multiple regression analysis, and hypothesis testing and analyzed using the SPSS 24 application. The results showed that the effect of perceived ease of system significantly influenced customers 'positive attitudes in using mobile banking, perceived comfort significantly influenced customers' positive attitudes in using mobile banking, perceived ease of system and perceived convenience both influenced customer positive attitudes in using mobile banking.

In line with digitization and the development of information technology, digital banking solutions are in great demand by customers. Bank Syariah Indonesia continues to innovate consistently to meet customer needs and demands for digital banking solutions. This study was conducted to see how high customer interest in adopting mobile BSI, attributes of mobile banking innovation, religiosity using mobile banking, bank reputation, the attitude toward adoption and intention to adopt mobile banking. This study used a sample of 100 Islamic bank mobile banking customers. Analysis using SPSS shows that the attributes of mobile banking innovation and bank reputation have a significant effect on attitudes and intentions to adopt mobile banking, the results of this study also emphasize the importance of religiosity in mobile banking adoption. This study provides an opportunity for Indonesian Islamic Banks to increase the adoption of mobile banking services while still paying attention to environmental balance. Thus, it is hoped that the marketing strategy can consider these aspects. Especially by prioritizing solutions for customers in conducting transactions during the Covid-19 pandemic.

Purpose : This study aims to test consumer acceptance of mobile banking Islamic banks using the Technology Acceptance Model. The concept of mobile banking is used to examine the role of banking in facilitating mobile consumer financial transactions. Methodology : This study uses a survey with a sample of 179 users of mobile banking applications Islamic banks in Central Java and Yogyakarta. Data analysis used in this study is SEM with AMOS software assistance Findings : All hypotheses are supported. Based on the consumer's perspective, mobile banking is an opportunity for the Islamic finance industry. However, mobile banking will transform very quickly and brought new challenges in the era of industry 4.0. Originality: This study enrich the discussion in the literature by retesting the technology acceptance model (TAM) to explain the usage of mobile banking of Islamic bank.

This study analyzes the impact of IT-based banking services on Islamic and Conventional Commercial Banks in Indonesia. It evaluates their influence on the number of bank branches, Automated Teller Machines (ATM), Operating Costs (BOPO), and Net Income (NI). The research uses secondary data from The Financial Services Authority (OJK), Bank Indonesia, and the Indonesian Payment System Association (ASPI) for the 2018-2023 period. The data analysis employs the ECM (Error Correction Model) method. Results show that e-banking services significantly affect the dependent variables. For the branch model, mobile and internet banking impact branch numbers in the long term, but not in the short term. Mobile and internet banking have a long-term effect on ATMs, while the Quick Response Code Indonesian Standard (QRIS) and e-banking services influence ATMs in the short term. In terms of BOPO, mobile banking and QRIS affect it in the long term, while internet banking and QRIS influence it in the short term. Lastly, mobile banking and QRIS have a long-term effect on Net Interest Margin (NIM), but no significant effect in the short term. Overall, the findings demonstrate that mobile banking, internet banking, and QRIS are important factors influencing various banking metrics over different timeframes.

Provision of mobile banking services from an actor–network perspective: Implications for convergence and standardization

In Indonesia, mobile banking users and transactions continue to increase. Regulators and banks anticipate that digitalization will improve banking performance and financial stability. In contrast to technology-based financial services or FinTech, the digitization of banking services in Indonesia is considered somewhat tardy. FinTech, which offers digital services, is a threat to banks. Covering 138 commercial banks in Indonesia from 2004 to 2018, this study investigates the influence of mobile banking on bank performance in Indonesia. Additionally, this study investigates whether bank ownership influences the performance-enhancing effects of mobile banking based on bank ownership. A dynamic panel data analysis approach with a two-step GMM system is used to test the hypothesis. This study finds that mobile banking significantly improves bank profitability and stability in Indonesian banking. These results are more significant for private banks. Moreover, digitalization is crucial in the banking sector, particularly with the adoption of mobile banking because it encourages banks, particularly private banks, to perform better than those that do not use mobile banking. This is the first study investigating the impact of mobile banking on banks' performance and financial stability based on bank ownership in Indonesia. Keywords: mobile banking, bank ownership, bank profitability, bank stability. DOI: https://doi.org/10.55463/hkjss.issn.1021-3619.60.7

The Indian banking sector can take advantage of the proliferation of smartphones as well as the government’s encouragement of cashless transactions to accelerate the use of mobile and online banking. The purpose of this study is to understand the initial acceptance of mobile banking by existing online banking users. Few studies have focused on online banking users’ behavioural intention to use similar services (such as mobile banking) in India. To this end, a theoretical model was developed using the technology acceptance model, which was extended to cover the adoption factors that influence users of online banking to use mobile banking. These adoption factors comprise perceived ease of use, perceived security, mobile self-efficacy, social influence and customer support. The dependent variable is customers’ behavioural intention to use mobile banking. A partial least squares structural equation modelling analysis was used to test the theoretical model with sample data from 420 online banking customers of various public, private, foreign and co-operative banks in India. The study found that the adoption factors had a significant impact on customers’ behavioural intention to use mobile banking. The findings of this study provide insight into digital banking channels, contribute to existing research on digital banking adoption and will educate banks and financial institutions on the adoption of mobile banking in India.

With the rapid development in digital and mobile technologies, banks or other financial institutions have provided various mobile banking solutions or services to their customers for enabling mobile commerce. However, there is always a trade-off between convenience and security for people to decide whether they adopt mobile banking services or not. In the mobile age, people are concerned for transaction security and information privacy immensely. Accordingly, how to provide the secured financial services to their customers become more important for a bank. Survey research method is imported to understand how the privacy mechanism, including privacy policy and privacy empowerment, influences the adaption of mobile banking. Based on a survey of 425 participants, we used a structural equation modeling approach to investigate the research model. The results indicate that privacy mechanisms are matter for people to concern about the privacy of their personal information and their intention to use mobile banking. In other words, we found that privacy empowerment is significant which in turn led customers to be more likely to adopt mobile banking.