Abstract
The aim of the study was to identify the factors that affect the adoption and use of mobile banking services in Zambia based on the Technology Acceptance Model. Mobile banking a product offered under electronic banking services was the focus of the study. A quantitative research design was used, with a sample size of 384 respondents who held retail savings and current accounts that were eligible for mobile banking services in three commercial banks. A survey questionnaire was used as the primary data collection tool and the data collected was analysed using the IBM SPSS statistics. The results of study were that there is a significant positive relationship between perceived ease of use, perceived usefulness, user attitude, external variables, user intention and system use. The regression results further showed that, the independent variables in the TAM model, perceived ease of use, perceived usefulness, external factors, user attitude and user intention account for 47% of the variance in the factors that determine the use of electronic banking technologies such as mobile banking. The study recommends that commercial banks and the providers of mobile banking services need to improve the perceived ease of use, perceived usefulness, external factors; and promote positive user attitude and user intention. This would result in improved adoption and use of mobile banking services. They should also provide information on how to access and use these services.
Highlights
The regression results further showed that, the independent variables in the Technology Acceptance Model (TAM) model, perceived ease of use, perceived usefulness, external factors, user attitude and user intention account for 47% of the variance in the factors that determine the use of electronic banking technologies such as mobile banking
They revealed that, there is a significant positive relationship between use of m-banking services and perceived ease of use, perceived usefulness, user attitude, external factors, user intention; and system use when the correlation output is put to 0.01 level two-tailed test
The results of the regression analysis revealed that perceived usefulness (Beta = 0.006, p < 0.001), perceived ease of use (Beta = 0.004, p < 0.001), external factors (Beta = 0.001, p = 0.001) of m-banking services have a significant relationship with actual system use
Summary
Phiri formation technology which has lead to digitalisation in the sector. This was done in order to keep up with growing social trends, shifting customer needs, market trends and competition. [1] defines m-banking as an application that has resulted from the widespread use of computer technologies that are shaping all aspects of everyday life. It is as a result of organizations that are connected to the internet deciding to offer exceptional customer service. In order for users to access their accounts, they need a mobile device and network connectivity
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