An Empirical Investigation on Consumer Acceptance of Mobile Banking Services

Abstract

This study explores factors influencing adoption of mobile banking. Based on extended Technology Acceptance Model (TAM), we identified five factors which influence consumers’ behavioral intention to adopt mobile banking: perceived usefulness, perceived ease of use, perceived credibility, perceived self-efficacy, and perceived financial cost. Data was collected from 165 respondents through a survey questionnaire, and the regression was used to analyze the relationships. Our results indicate that all factors except for perceived financial cost have a significant impact on behavioral intention towards mobile banking usage. Perceived usefulness is the most influential factor explaining the adoption intention. We also found that consumers’ perceptions are different between mobile banking users and non-users. For users, perceived ease of use is the important factor while perceived self-efficacy significantly influence non-users’ adoption intention. Implications from these findings help banking institutions to strategically frame their service model for broader mobile banking adoption.