Adoption Of Mobile Services Research Articles

EXAMINING THE INTENTION TO USE MOBILE BANKING DURING PERIOD OF COVID-19: TECHNOLOGY ACCEPTANCE MODEL WITH TRUST

Information technology highly contributes to the citizen's behavior in financial transactions. Bank clients intended to use a mobile banking service as a solution to conduct bank transactions during COVID-19 in Indonesia. Therefore, this article aims to describe a new idea for predicting the intention to use mobile banking with trust as an extension of the technology acceptance model. This study used a survey questionnaire administered to individuals who are non-user of mobile banking services and found 142 valid responses. SmartPLS for structural equation modeling was used to test the relationship's importance levels between each construct. The proposed model contributes 53.4% to improving mobile banking adoption among bank clients. This study's findings proved that perceived ease of use and usefulness are the critical factors influencing the intention to use mobile banking. However, trust does not show its moderation effect. The implications of this study show that perceived ease of use plays a vital role in growing the intention of bank clients to use mobile banking. The study suggests that financial institutions are expected to provide detailed instructions for operating mobile banking. The menu provided in mobile banking services is also beneficial for bank clients. This study contributes to the factors that play an important role in supporting mobile banking service adoption among Indonesian bank clients.

Determinants of Mobile Game Service Adoption in Generation Z and Millennials in Indonesia

Technological advances that are growing from time to time make game developers vying to create the latest games that attract the attention of game lovers. The emergence of various game genres encourages high usage intentions and usage behavior for true game lovers. This research is here to facilitate the factors that influence the adoption of mobile game services in the Generation Z and Millennials groups in Indonesia. The research instrument used an online questionnaire distributed to 210 respondents who were none other than users of mobile game services from the Generation Z and Millennial generations. The data collection process was carried out in the period from March to May 2021. Next, the researchers tested the hypothesis using a variant-based Structural Equation Modeling (SEM) called Partial Least Square (PLS) and the SmartPLS version 3.0 application as a tool to analyze it. This research concludes that perceived ease of use, perceived enjoyment, and facilitating conditions have a positive and significant effect on usage intention. Then the results of this research also confirm facilitating conditions, habit and usage intention also have a positive and significant influence on use behavior.game developers, this can be considered for the improvement of mobile game services in the future. Suggestions for further research to increase the number of samples that are able to represent mobile game users as a whole and for further studies to use other approaches in predicting mobile game usage behavior, for example with the TRA, TPB, and UTAUT2 models. We believe that the characteristics of Generation Z and Millennials are user groups who are sensitive to technological developments, especially in specific game genres. This study explores the impact of the convenience offered by several mobile game service application.

Mobile payment service adoption: understanding customers for an application of emerging financial technology

PurposeAs mobile payment systems have been in constant demand and are increasing in recent years, the various stakeholders involved in the process need to be identified. The study mainly includes ease of use, perceived usefulness, facilitating conditions, social influences, adoption readiness and intention to use financial technology (FinTech) in India. This paper aims to discuss FinTech and its dynamic changes in the banking sector. This study tests the mediation influence of perceived trust on adoption readiness and intention to use FinTech in India. The proposed impact of mediation of perceived trust was significant but small on adoption readiness and intention to use FinTech.Design/methodology/approachA questionnaire survey was administered to mobile payment users, and 349 responses were collected. Structural equations are analyzed to determine the proposed variables’ direct effects on adopting them. Additionally, to examine indirect effects, the mediation test is used.FindingsThe analysis results support the proposed model and thus help explain the impact of adoption readiness, trust and intention to use digital payment. The study’s significant findings will enable mobile payment institutions to understand the variables related to the growing use of technology in customers’ contexts. The study reveals the significance of ease of use, perceived usefulness and facilitating the service condition, which means that vendors prefer to use compatible devices that are easy to use with other devices. The analysis also explores the critical influence of perceived usefulness on customer behavior, enabling software designers to encourage accessible processes and device advantages for customers.Practical implicationsMobile payment systems offered by financial institutions until currently become a variety of mobile payment services due to rapidly evolving information technology. This work is a groundbreaking attempt to apply technology acceptance in recent years to the emerging framework of mobile banking systems. This study examines the adoption of mobile payment technologies by proposing an extended technology acceptance model (TAM) to capture the issues associated with adoption in India through banking users. Now customers are aware that cyberattacks on banking networks and data breaches quickly through media and social networks. Also, they know that the industry has done little to avoid or mitigate these attacks.Originality/valueThis study examines the adoption of mobile payment technologies by proposing an extended TAM to capture the issues associated with adoption in India through banking users.

Exploring country differences in the adoption of mobile payment service: the surprising robustness of the UTAUT2 model

PurposeThis paper investigated the extent to which the predictive power of the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) was robust against cultural variations and to what extent its predictive power could be improved by including face-valid individual differences (i.e. perceived risk and personal innovativeness) and cultural factors (i.e. individualism and uncertainty avoidance).Design/methodology/approachData were collected from web surveys of Chinese, American and Belgian mobile Internet users (total n = 1,068).FindingsThe authors found that the UTAUT2 model was less predictive in the country where the adoption of mobile payment service (MPS) is high (i.e. China). In contrast, the UTAUT2 model was more predictive in countries where the adoption of MPS is lower (i.e. the United States and Belgium). The authors did not find additional variance explained by individual differences. Regarding the cultural variables, the authors found that individualism moderated the effect of social influence on behavioral intention to use MPS, such that the effect was more substantial among people with individualistic cultural traits. However, the authors found no moderation effect of uncertainty avoidance.Originality/valueThis research contributes to existing work on technology acceptance by exploring whether it is helpful to introduce individual and cultural factors into the UTAUT2 model when predicting technology adoption in different cultures. This research further examines the moderating role of cultural factors in predicting the adoption of MPS. The authors conclude that the UTAUT2 model is generally robust and appears to capture the predictive of face-valid individual and cultural factors.

Factors Affecting the Adoption of Mobile Money Services in Zambia: Case of Central Bank of Zambia

Mobile money services has technologically advanced with an increase in popular usage in Africa and the rest of the world. The advancement in technology has birthed mobile money which is a new and popular service in Zambia. This study was a cross sectional study conducted to determine the influences of consumer adoption of the service. This study used a mixed research design involving both qualitative and quantitative methods (Saunders et al, 2016). The qualitative method was used to provide an explanation of various variables while the quantitative approach was used to quantify incidences in order to describe current perceptions as regards the factors influencing the adoption of mobile services. This enabled the researcher to gain in-depth information that would be used to find solutions for the research questions of the study. Purposive sampling techniques was employed to select respondents to select a sample size of 100. It is a conclusion emanating from this study that the majority of the respondent’s number of customers believed mobile money service by network operators was less costly than traditional banking and this influenced their adoption. As electronic money transfer service by network operators is becoming more prevalent, so is the level of customer service delivery thus the level of customer adoption of the service is increasing as the service is perceived not only to be convenient but a low cost service. The study recommended that Mobile network operator’s staff and officials should be adequately trained in e-banking products and services to be able to address customers’ needs and challenges. Furthermore, the network providers need to effectively package their products to ensure increased use of the service. Products and services to customers to close the seemingly knowledge gap that exists among the populace with regard to the benefits that can be derived from mobile money services. Such innovation now includes small loans which consumers can access and repay within a chosen time period.

Islamic mobile banking smart services adoption and use in Jordan

PurposeThe research identifies the predictors of Islamic mobile banking (IMB) smart services adoption and usage in Jordan.Design/methodology/approachBased on the Unified Theory of the Acceptance and Use of Technology (UTAUT) and the Unified Theory of the Acceptance and Use of Technology 2 (UTAUT2), an extended and modified model that encompasses perceived trust was developed. The sample comprised 358 customers from Islamic banks (IBs) in Jordan, and structural equation modelling was applied to examine data drawn from the sample.FindingsThe research framework presented 0.728% of the behavioural intention variance and 0.455% of the use behaviour. Results discovered that performance expectancy, perceived trust and hedonic motivation have significant relations with behavioural intention. The finding that effort expectancy has an insignificant effect and that social influence has a significant negative influence on behavioural intention was unexpected.Research limitations/implicationsThe research has successfully verified the effect of performance expectancy, perceived trust and hedonic motivation on the customer's intention to use IMB smart services. However, the research data findings are based on the cross-sectional design.Practical implicationsThe outcomes hold implications for marketing strategy makers who are responsible for promoting IMB smart services in IBs.Originality/valueThis research presents a deeper insight into IMB adoption and use. The research employed UTAUT and UTAUT2 as the baseline model and incorporates perceived trust to estimate behavioural intention. To the best of the authors' knowledge, this could be the first inquiry that examines IMB smart services adoption and use in Jordan.

The behavioral intention to adopt mobile health services: The moderating impact of mobile self-efficacy.

This study explored the moderating impact of mobile self-efficacy on the adoption of mobile health services. The UTAUT was used as the theoretical foundation for this study. The results have indicated that mobile self-efficacy was significant in moderating the impact of both performance expectancy (β = −0.005, p < 0.05) and effort expectancy (β = −010, p < 0.05) on the adoption of mobile health services. In addition, it was revealed to our surprise that both performance (β = 0.521, t = 9.311, p > 0.05) and effort expectancy (β = 0.406, t = 7.577, p > 0.05) do not determine the behavioral intention to use mobile health services. Effort expectancy and behavioral intention to use were also, respectively, not significant in influencing performance expectancy (β = 0.702, t = 12.601, p > 0.05) and intention to recommend the adoption of mobile health services (β = 0.866, t = 13.814, p > 0.05). Mobile self-efficacy, however, was found to significantly predict the citizen's intention to recommend the adoption of mobile health services (β = 0.139, t = 2.548, p < 0.05). The implications of these findings on mobile health are discussed.

Mobile Money Adoption in Africa: A Literature-Based Analysis

The study sought to assess the factors that influence the adoption of mobile money banking and financial services in Africa. Despite the growth in the mobile money industry and its potential for the future, studies suggest that mobile money banking/financial services adoption remains low across sub-Saharan Africa. This research work employed a systematic literature review methodology, specifically, a literature-based analysis for the investigation. The researcher, for the purposes of this study, identified, selected, and critically reviewed only secondary data, which refers to data that has already been collected for some other. Twenty (20) recent articles on mobile money banking/financial services and external/internal factors, modeled by various theories concerning technology/innovation adoption, were gathered from highly recognized and profiled research databases, including Google Scholar, Research Gate, Emerald (database), Elsevier (database), Pro-quest, Scopus, and Springer. From the 20 articles reviewed, analyzed, and discussed, the number of external factors that influence mobile money adoption positively or negatively is twenty (20), while the count of internal factors that influence mobile money adoption positively or negatively is eight (8). In conclusion, the external factors outnumber the internal factors, but the internal factors are more grievous and have a significant impact on the mobile money service. The results of this research work also revealed the top five external factors researchers seem to encounter in their studies. The study provides significant insight into both external and internal factors affecting the adoption of mobile money services in Africa. Keywords: Africa, Databases, Mobile Money Banking/Financial services, Systematic.

The predictors of mobile government services adoption through social media: A case of Chinese citizens

This research studied the factors accounting for Chinese citizens’ behavioral adoption of mobile government services via social media platforms. Social media innovations have empowered governments to better interact and stay in touch with citizens, and thus understanding citizens’ adoption of government services via social media will enable policymakers to leverage social media to better meet the service requirements of citizens. Drawing upon the Chinese mobile-government context, this research framework was made on the Technology Acceptance Model (TAM) while the analysis of data was completed with Smart PLS by the use of the SEM procedure. The analysis has surprisingly discovered that perceived usefulness (PU) does not predict the adoption of mobile government services through social media. However, perceived information quality was significant in determining both the PU and adoption behavior. It was also shown that factors such as perceived security, perceived mobility, trendiness, and interactivity were all significant determinants of both the perceived usefulness and adoption intention respectively. The research and managerial consequences of the study outcomes on m-government development and diffusion are thoroughly considered.

Adoption of mobile health services using the unified theory of acceptance and use of technology model: Self-efficacy and privacy concerns.

Mobile health (mHealth) services have been widely used in medical services and health management through mobile devices and multiple channels, such as smartphones, wearable equipment, healthcare applications (Apps), and medical platforms. However, the number of the users who are currently receiving the mHealth services is small. In China, more than 70% of internet users have never used mHealth services. Such imbalanced situation could be attributed to users’ traditional concept of medical treatment, psychological factors (such as low self-efficacy) and privacy concerns. The purpose of this study is to explore the direct and indirect effects of mHealth users’ self-efficacy and privacy concerns on their intention to adopt mHealth services, providing guidelines for mHealth service providers to enhance users’ intention of adoption. A questionnaire was designed by the research team and 386 valid responses were collected from domestic participants in China. Based on the unified theory of acceptance and use of technology (UTAUT) model, a research model integrated self-efficacy and privacy concerns was constructed to investigate their effects on users’ intention to adopt mobile mHealth services. The results show that self-efficacy could facilitate users’ intention to adopt mHealth services, and had a significantly positive effect on perceived ubiquity, effort expectancy, performance expectancy and subjective norm. This study verifies the direct and indirect effects of self-efficacy and privacy concerns on users’ intention to adopt mHealth services, providing a different perspective for studying mHealth adoption behavior. The findings could provide guidelines for mHealth service providers to improve their service quality and enhance users’ intention of adoption.

Mobile Banking Service in Mongolia: The Role of Online Convenience on the Acceptance and Use Behavior

The goal of this study is to scrutinize the impact of individual online convenience dimensions on mobile banking acceptance and use in Mongolia. A total of 211 valid responses were collected from Mongolian university students who currently use mobile banking application services from local banks. The SmartPLS 3.3 software was used to conduct the confirmatory factor analysis and test the hypotheses. Using structural equation modelling, this research discovered that access convenience, transaction convenience, and possession/post- possession convenience are the main constructs related to the adoption of mobile banking services. Perceived innovation showed a significant positive effect on the adoption of mobile banking technologies. Through practical and theoretical implications, this research aims to assist mobile banking service channels of local and international banks in Mongolia. Identifying which online convenience dimensions impact the adoption and use of mobile banking will contribute to the adoption of competitive strategies for financial institutions and banks.

Investigating the Dynamic Relationship Between Social Distancing Restrictions and the Adoption of Mobile Money Services in the Middle East: A Panel Data Analysis

This article aims to investigate how social distancing restrictions can be a potential factor to effect on the adoption of mobile money services (MMS) using panel data from seven countries in the Middle East (Egypt, Iraq, Jordan, Morocco, Palestinian territories, Qatar and the United Arab Emirates) during the period from January to December 2020. Employing panel data analysis, the author uses various measures from the global mobile money dataset GSMA and Google Coronavirus Disease 2019 (COVID-19) Community Mobility Reports. The findings reveal that the social distancing restrictions have begun to play an essential part in the shift to cashless payment due to the epidemic and influence the adoption and use of MMS. The results also suggest that the social distancing restrictions affect consumer adoption of MMS and indirectly affect retailers. Unlike prevailing studies, this study is unique in empirically investigating the association between COVID-19 community mobility and MMS adoption. This study contributes to financial studies on MMS adoption under extreme settings.

Drivers Influencing the Adoption Intention towards Mobile Fintech Services: A Study on the Emerging Bangladesh Market

People’s acceptance of technological changes has escalated with time. However, the acceptance and adoption of fintech services hiked after the outbreak of the virulent coronavirus. With this breakout, the adoption of mobile fintech services (MFS) increased among general citizens and business sectors around the world, including in developed, emerging, and developing economies. This study aimed to identify the factors that impact the adoption intention of consumers to embrace and enhance the use of mobile fintech services in an emerging market, Bangladesh. A research model was developed to strengthen the objective of this paper. A total of 218 respondents responded to the questionnaire. The study utilized structural equation modeling to analyze the results in SmartPLS software. The results showed significant positive effects of social influence, trust, perceived benefit, and facilitating conditions on the adoption intention towards MFS. Mobile fintech service providers must keep their users’ needs and literacy rates in mind when designing the user interface (UI). Moreover, they should also cater more efficient services to the users and work based on the feedback received. The customers’ satisfaction will ultimately lead to customers conducting more digital transactions and will contribute to the escalation of fintech transactions, resulting in more financial inclusion.

Psychosocial factors that contribute to the adoption of mobile money services by customers: Case of the market of mobile operators in Dakar

Le mobile money représente, pour les entreprises de service en l’occurrence les opérateurs de télécommunication, une innovation incrémentale de service accessible à tous les individus via le téléphone portable. Ressortir les facteurs explicatifs de son adoption par les clients répond aux préoccupations des offreurs de services financiers mobiles, en particulier celles des opérateurs de téléphonie mobile qui ambitionnent de développer leur portefeuille clients. Au plan individuel, la théorie unifiée d’acceptation et d’utilisation de la technologie (UTAUT) a été mobilisée dans différents contextes pour prédire le comportement d’adoption d’une innovation. Grâce à une approche méthodologique mixte et à l’échantillonnage de commodité, une étude qualitative de type semi-structuré suivant une analyse de contenu thématique a été effectuée d’une part, et d’autre part un questionnaire conçu à base de Likert à 5 points a été réalisé sur un échantillon de 251 clients utilisateurs. Les résultats révèlent que, l’intention des clients à utiliser les services s’explique par la testabilité et l’utilité perçue. Quant à l’analyse de la régression logistique, les résultats montrent, d’une part, que l’offre des services du mobile money est à faible coût et d’autre part que l’intention d’utilisation et la commodité constituent les facteurs qui expliquent l’adoption des services du mobile money . Aussi, les autorités monétaires et de régulation devraient accélérer la mise en œuvre du projet d’interopérabilité afin de faciliter l’exécution des transactions financières entre les clients appartenant à différentes banques et opérateurs mobiles.

Empirical study on consumers’ reluctance to mobile payments in a developing economy

PurposeThis paper aims to investigate the effect of factors that inhibit adoption of mobile payments service in India.Design/methodology/approachBased on the extant literature on mobile payment service and other related literature, factors were identified that drive consumer resistance toward its adoption. It engaged “innovation resistance theory” framework for understanding consumer resistance. The framework addressed five categories of barriers, namely, usage, value, risk, image and tradition that lead to negative perception of innovation, and therefore, induces positive impact on its resistance. Additionally, the study considered a few lesser investigated barriers (habitual use of cash, surveillance, technology) for the study, thus extending the existing theoretical framework. Hypotheses were framed, field data were collected and then analyzed using multivariate techniques.FindingsFew interesting observations were made from the study. Usage, image and value barriers hindered adoption of mobile payment service. In case of men, usage, value and image were the primary barriers. For women, usage, image, habitual use of cash and technology acted as barriers that curbed mobile payments service adoption. Additionally, except risk, tradition and surveillance barriers, relationships of all other constructs with adoption intention were moderated by gender.Research limitations/implicationsThis research was limited to the views of the urban population in India who used mobile payments service. The results may vary across geographical contexts because of culture or socioeconomic differences.Practical implicationsThe growth of mobile payment service has remained sluggish in India despite high levels of digitization. The study results will offer valuable insights to the Indian business managers and policymakers to identify what action plan needs to be instituted to make mobile payments service more attractive and acceptable to users.Originality/valueThis empirical study extended and tested the classical innovation resistance theory framework by adding three less studied barriers (surveillance, habitual use of cash and technology) in a developing nation, thus enriching the current literature on consumer resistance toward mobile payments. It also examined the moderating effect of gender on mobile payments service adoption.

Factors affecting adoption and usage of mobile money services by artisan gold miners: Case of Umzingwane District in Zimbabwe

The aim of the study was to evaluate the factors which affect adoption and usage of mobile money services by artisan gold miners in Zimbabwe with reference to Umzingwane district. The study adopted a sequential explanatory research design with an objective of using a mixed research approach. Data was gathered using questionnaires from two hundred and seventy (270) artisan gold miners. The questionnaires consisted of both open ended and closed ended questions. The study revealed that artisan gold miners in Umzingwane district are literate. The study also found that artisan gold miners use and prefer cash to mobile money services. The study highlighted that the main challenge faced by artisan gold miners is that most shops in rural areas are not willing to accept mobile money payments and those which accept mobile money payments charge premium on top of the prices of goods. The study revealed that at 5% significance level, factors such as ease of use and perceived trust of mobile money services, unavailability of cash and handset costs were not statistically significant. Perceived cost of transacting, poor network, registration costs and social influence negatively affected adoption and usage of mobile money services by artisan gold miners. Security and education level of artisan gold miners positively affected adoption and usage of mobile money services. The study recommends that the government should reduce tax on mobile money payments and punish the businesses that are charging premiums on mobile money payments. Mobile money service providers should form partnership with rural shops so as to bring personal mobile money services close to the rural communities.

Determinants of digital financial exclusion as a barrier to the adoption of mobile banking services in Poland

Motivation: the contemporary phenomenon of financial exclusion, in the sphere of its reasons, consequences and activities aimed at its reduction can be connected, e.g., with using new technologies and financial innovations. The new dimension of such exclusion is created by the digital financial exclusion developed through a diverse set of behavioral, environmental and demographic factors. Their identification and analysis has become an essential activity influencing, e.g., the effectiveness of selective choice and application of proper tools to reduce this exclusion.&#x0D; Aim: identification and assessment of the determinants related to digital financial exclusion as a barrier in the adoption of mobile banking services, considered from the perspective of their impact on the segmentation of the analysed population.&#x0D; Results: the ranking, identified by the authors, regarding the importance of predictors indicated that the dependent variable — Y (i.e. people who have an online bank account classified based on the mobile forms of its use) is most influenced by the generation factor — X4 (1.0), followed by: personal innovativeness — X2 (0.92), digital skills — X1 (0.90) and the perceived risks of new technologies — X3 (0.66).

Mobile Banking Adoption in Islamic Bank

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.

Understanding the Drivers of Ghanaian Citizens' Adoption Intentions of Mobile Health Services.

Mobile health (m-health) application development and diffusion in developing countries have always been a challenge; therefore, research that seeks to provide an elucidation of the drivers of m-Health adoption is vital. Mobile health information systems and applications can contribute to the delivery of a good healthcare system. This study examined the factors influencing citizens' adoption of mobile health services. The Technology Acceptance Model (TAM) was used as the research underpinning for this study, while the data gathered were analyzed with SmartPLS through the use of the structural equation modeling technique. The results showed that perceived usefulness and ease of use were both significant predictors of the behavioral intention to use and recommend the adoption of mobile health services. Also, perceived risk was negative but significant in predicting the intention to use and recommend adoption. Mobile self-efficacy was found to significantly determine the behavioral intention to use, intention to recommend, perceived usefulness, and perceived ease of use of mobile health services. Besides, word-of-mouth showed a positive impact on both the intention to use and recommend. Contrary to expectations, the intention to use had no significant impact on the recommendation intention. The theoretical and practical implications of these findings are thoroughly examined.

Technology-enabled Personalization for Mobile Banking Services

New technologies are giving very interesting potential to the personalization of products and services, in particular of mobile services. The study of the literature shows that technology-based personalization is an important factor in the adoption of mobile services. However, previous researchers are not unanimous as to the nature of this role: some studies confirm the moderating or mediating effect of personalization on the relationship between the adoption factors stated in the Unified Technology Acceptance and Utilization Theory (UTAUT) and the intention to adopt technology-based services. Other researchers consider that personalization rather exerts a causal relationship on the adoption of technology-based services. This paper undertakes a literature review with the aim of clarifying the impact of new technologies, such as artificial intelligence, Big Data, Internet of Things and Block Chain, on the personalization of mobile banking services. Moreover, this study presents a synthesis of previous research examining the role of personalization in relation to the factors affecting adoption and the intention to adopt mobile banking. Finally, this research proposes a conceptual model that can serve as a basis for future empirical research in the context of mobile services. Results and discussion could guide future empirical research in this area.