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ASSIGNMENT ON MARKETING RESEARCH

Mobile Banking Adaption:


Perceive Value Perspective
Submitted To:

Jakir Hasan Talukdar


Assistant Professor,
Department of Marketing,
Jagannath University, Dhaka.

Submitted By:
Group-

(gamma)

Nilakshmi Das, ID: M-150204027


Saifuddin Zubair, ID: M-150204071
Debasis Basu, ID: M-150204053

MBA, 2nd Semester,


Department of Marketing,
Jagannath University, Dhaka.

9th September, 2016

Contents
Chapter: 1 ........................................................................................................... 5
1.1 Introduction ......................................................................................................................................................5
1.2 Background of the study ..................................................................................................................................8
1.3 Significance of the study...................................................................................................................................8
1.4 Objective of the study ......................................................................................................................................8
1.5 Research Methodology.....................................................................................................................................9
1.5.1 Research Design ......................................................................................................................... 9
1.5.2 Exploratory and descriptive study ......................................................................................... 10
1.5.3 Fieldwork.................................................................................................................................. 10
1.5.4 Sample size ............................................................................................................................... 10
1.5.5 Data collection methods .......................................................................................................... 11
1.5.6 Questionnaire Development.................................................................................................... 12
1.5.7 Scaling techniques ................................................................................................................... 12
1.5.8 Survey questionnaire ............................................................................................................... 12
1.5.9 Reliability and validity ............................................................................................................ 13
1.5.10 Data processing and analysis plan ....................................................................................... 13
1.6 Assumption and Limitations of the Study ..................................................................................................... 14

Chapter 2: Theoretical Framework and Literature Review ................................ 15


2.1 Banking Service.............................................................................................................................................. 15
2.2 Mobile banking .............................................................................................................................................. 16
2.3 Mobile banking in Bangladesh ...................................................................................................................... 20
2.4 Adaptation of Mobile Banking....................................................................................................................... 22
2.5 Customer Perceived Value ............................................................................................................................ 23
2.6 Customers Perceived Value to Use Mobile Banking Service ......................................................................... 27

Chapter 3: Comparative analysis .................................................................... 30


3.1 Demographic profile of the respondents ...................................................................................................... 30
3.2 Correlation among the variables ................................................................................................................... 30
3.2.1 Relationship among the variables of Performance Expectancy (PERE) ............................ 31
3.2.2 Relationship among the variables of Effort Expectancy ...................................................... 32
3.2.3 Relationship among the variables of Social Influence .......................................................... 33

3.2.4 Relationship among the variables of Facilitating Condition ............................................... 34


3.2.5 Relationship among the variables of Information Quality .................................................. 35
3.2.6 Relationship among the variables of Service Quality ........................................................... 36
3.2.7 Relationship among the variables of System Quality ........................................................... 37
3.2.8 Relationship among the variables of Perceived benefit........................................................ 38
3.2.9 Relationship among the variables of Relative Benefit .......................................................... 39
3.2.10 Relationship among the variables of Performance Risk .................................................... 41
3.2.11 Relationship among the variables of Financial Risk .......................................................... 43
3.2.12 Relationship among the variables of Behavioral Intention................................................ 44
3.3 Regression Analysis of the Variables ............................................................................................................. 46
3.3.1 Effect of variables on Performance Expectancy ................................................................... 47
3.3.2 Effect of variables on Effort Expectancy ............................................................................... 48
3.3.3 Effect of variables on Social Influences ................................................................................. 50
3.3.4 Effect of variables on Facilitating Condition ........................................................................ 53
3.3.5 Effect of variables on Information Quality....................................................................... 54
3.3.6 Effect of variables on Service Quality.................................................................................... 56
3.3.7 Effect of variables on System Quality .................................................................................... 58
3.3.8 Effect of variables on Perceived Benefit ................................................................................ 59
3.3.9 Effect of variables on Relative Benefit: ................................................................................. 61
3.3.10 Effect of variables on Performance Risk ............................................................................. 63
3.3.10 Effect of variables on Financial Risk ................................................................................... 66
3.3.11 Effect of variables on Behavioral Intention......................................................................... 68

Chapter 4 .......................................................................................................... 71
Recommendation ................................................................................................................................................ 71

Conclusion ........................................................................................................ 73
References ........................................................................................................ 74
Appendix .......................................................................................................... 77

Executive Summary
Mobile Banking is a process of no branch banking which provides financial services to unbanked
communities in both urban and rural area at affordable cost. The aim of the service is not to destroy
branch banking but to bring those people under the umbrella of banking service that areaway from
banking facilities. Government thinks it has a great prospect as it is a new technology in digital
Bangladesh. Through M-banking one can avail various services i.e.; utility bill payment, Fund Transfer,
Shopping, Cash Withdrawn from selected ATM or Cash point and many more exciting facilities. But in
Bangladesh many people think traditionally, because they cannot think it has any facility to use of
mobile banking. Mobile Banking is new in our economy. Only a few banks are now offering this
service. The report contains certain analysis of correlation and regression. It is evaluated with different
variables. Literature review is done after the introduction and the report continues with competitive
analysis. There are certain findings of the analysis and certain topics are recommended to over the
obstacles. Through Internet Banking Most of the banks are offering only balance information. Actual
fund transfer and fund disbursement is not possible in all the banks that are offering internet banking
services. So this product will enjoy the benefit of a first mover. It is cheap both for the banks and the
customers. The bank will be able to lower down the overhead costs and make more profit out of it. The
customers will be able to save time as well as money for their transaction needs.

Chapter: 1

1.1 Introduction
Mobile banking (also known as M-Banking, m-banking, SMS Banking) is a term used for performing
balance checks, account transactions, payments, credit applications and other banking transactions
through a mobile device such as a mobile phone or Personal Digital Assistant (PDA). There are around
160 million people in Bangladesh, of which only 13 percent have bank accounts whereas more than 95
percent are mobile phone users.
Mobile banking is a system that allows customers of a financial institution to conduct a number of
financial transactions through a mobile device such as a mobile phone or personal digital assistant.
Mobile banking differs from mobile payments, which involve the use of a mobile device to pay for
goods or services either at the point of sale or remotely.
The earliest mobile banking services were offered over SMS, a service known as SMS banking. With
the introduction of smart phones with WAP support enabling the use of the mobile web in 1999, the first
European banks started to offer mobile banking on this platform to their customers.
Banks can now offer the banking services to rural and unbanked population through mobile phone.
Mobile banking refers to a system that enables bank customers to access accounts and general
information on bank products and services through a Mobile device. Around 54% respondents opinioned
that this system is less costly and time saving and 63% respondents felt trust to this service. 83%
respondents think it is easier to access but this service is not available for interbank transaction, as well
as the absence of regulatory framework may lead to money laundering activities. Earlier this century,
the mobile phone became the first communications technology to have more users in developing
countries like Bangladesh. With the combination of two most recent technological advancements
internet and mobile phone, a new service (mobile data service) is thus enabled and the first such wireless
internet commercial transaction is performed by the banking industry. Banking through mobile phone
has been common in developed countries for years. The real potential of m-banking may be to make
basic financial services more accessible to millions of poor people. An appropriate banking environment
is considered a key pillar as well as an enabler of economic growth. With the continuously emerging
wave of information driven economy, the banking industry in Bangladesh has inevitably found itself

unable to resist technological indulgence. The need for convenient ways of accessing financial resources
beyond the conventional norms has seen the recurrent expansion and modernization of banking patterns.
And given the huge demand for finance oriented services, institutions beside the historical banks have
joined the fray in an attempt to grab a piece of the perceived cake of opportunity within the banking
industry. The earliest mobile banking services were offered over SMS. The term mobile banking (or mbanking) describes the banking services that the user can perform via a mobile device ubiquitously at
any time and from anywhere. In order for users to access their accounts, they need a mobile device and
network connectivity.
A mobile banking conceptual model: In one academic model, mobile banking is defined as:
Mobile Banking refers to provision and a ailment of banking and financial services with the help of
mobile telecommunication devices. The scope of offered services may include facilities to conduct bank
and stock market transactions, to administer accounts and to access customized information. According
to this model Mobile Banking can be said to consist of three inter-related concepts:
According to this model Mobile Banking can be said to consist of three inter-related concepts:

Mobile Accounting

Mobile Brokerage

Mobile Financial Information Services

Determinants of perceived value:


The most widely accepted definition of the perceived value is Zeithamls definition, that is, the overall
assessment on the product (or service) utility determined by customers perceptions of what is received
and what is given. In services, perceived value involves the comparison of what he has to give up (i.e.,
sacriices) and what one is getting (i.e., benefits) to receive the service. Therefore, perceived value of
mobile banking service in this study involves the customers overall perception of the benefits and
sacrifices required to use the particular technology. The benefits include the value desired by the
customer from m-banking service.

SL#

Bank Name

Product Name

1.

Duch-Bangla Bank Limited.

Mobile-Banking

2.

BRAC Bank Limited.

bKash

3.

Prime Bank Limited.

EasyCash

4.

Islami Bank Bangladesh Limited.

mCash

5.

Trust Bank

Mobile Money

6.

National Credit and Commerce Bank

SureCash

Limited
7.

Bank Asia Limited.

Mobile Banking

8.

Dhaka Bank

SMS Banking

9.

Mercantile Bank

Mobile Banking

10.

AB Bank

SMS Banking

11.

South East Bank

SMS Banking

12.

First Security Islami Bank

SureCash

13.

Bangladesh Commerce Bank

SureCash

14.

Standard Bank

15.

United Commerce Bank

SMS Banking

1.2 Background of the study


The research is mainly based on current service of mobile banking and the value that is perceived by the
customer. Human life is becoming more frequent day by day in touch of Technology. Mobile banking is
one of the tremendous touches of technology in banking sector. Though this technology has been
populated in developed country earlier, in Bangladesh it was a dream for this opportunity in banking.
But through the progress of Digital Bangladesh the dream has come true. The new era of banking in
Bangladesh Mobile Banking was inaugurated at 31st March 2011. Bangladesh Bank Governor Atiur
Rahman had inaugurated it through depositing Tk. 2000in his Mobile Bank account. Sufficient
background information helps your reader determine if you have a basic understanding of the research
problem being investigated and promotes confidence in the overall quality of your analysis and findings.
This information provides the reader with the essential context needed to understand the research
problem and its significance. Ten leading banks had started this service to the customers. Among them
Dutch-Bangla Bank Limited (DBBL) serves the wide and own structured network at first. Then the other
bank come and joined the mobile banking system and the study is based to uphold the current scenario
of the country. Now NCC bank, mercantile bank, Dhaka bank provides the mobile banking service.

1.3 Significance of the study


Mobile banking has become one of important product of the banks. The service quality and the
measurement of the perceive value is very important. So the study of mobile banking service is very
much significant. M- Banking is generally viewed as a channel that is more flexible and ubiquitous than
the existing banking channels. It has the potential to transform banking and telecom sectors. It increases
revenue for mobile service providers and saves cost for banks by offering self-services to users. Further,
it provides exciting possibilities to increase remittance flows through banks, and include the poor and
un-banked to the banking net. Interest about m-banking is growing among practitioners and researchers
alike.

1.4 Objective of the study


The broad objective of the study is to mobile banking service and the perceived value. The report is
based on some objective to achieve at the end. Bank deals with lots of products and mobile banking is
one of them. It is expected the integration of knowledge in theories and practices will enable the
executives to become effective.
The specific objective of the study and through my research I would like to find the following factors-

1. The mobile banking service effectiveness in the life of the customer.


2. To know the mobile banking service is comfortable or not.
3. Find out the behavioral intention of user of mobile banking.
4. Find out the social influence of mobile influence.
5. Find out the satisfaction of the customer.
6. If customer has any confusion regarding the mobile banking services.
7. Find out the perceive value is enough or not.

1.5 Research Methodology


Research methodology will discuss about the entire process and framework of conducting the research.
The research is exploratory in nature. The whole research is done using exploratory research. Based on
the research methodology the author has done the research and has formulated the findings. The research
mythology was designed by the author with the knowledge as well as compatibility of the entire research
with the objective and purpose of the research.

1.5.1 Research Design


Research design is the guideline of the research project. The research design refers to the overall
strategy that you choose to integrate the different components of the study in a coherent and logical way,
thereby, ensuring you will effectively address the research problem; it constitutes the blueprint for the
collection, measurement, and analysis of data. The research question needs to design in such way so that
it can find out the proper effects of the supermarkets. The research will be conducted though survey
mainly but there will be interview question, focus group interview, observation. The research question
should be based in such way that it doesnt harass the respondent and we can get the desired result we
need for the outcome of the research project Research design is the framework that has been created to
seek answers to research questions.

Descriptive research

Exploratory research

Causal research

1.5.2 Exploratory and descriptive study


This research is exploratory research. The nature of the research suits the exploratory research.
Exploratory research is an important part of any marketing or business strategy. Its focus is on the
discovery of ideas and insights as opposed to collecting statistically accurate data. That is why
exploratory research is best suited as the beginning of your total research plan. It is most commonly used
for further defining company issues, areas for potential growth, and alternative courses of action, and
prioritizing areas that require statistical research.
The main idea behind using descriptive research is to better define an opinion, attitude, or behavior held
by a group of people on a given subject. Consider your everyday multiple choice questions. Since there
are predefined categories a respondent must choose from, it is considered descriptive research. These
questions will not give the unique insights on the issues like exploratory research would. Instead,
grouping the responses into predetermined choices will provide statistically inferable data.
1.5.3 Fieldwork
This research is conducted on different types of respondents. The main objectives is to find out the
actual respondent who use the mobile banking system and we did some fieldwork make the research
more accurate. Field research or fieldwork is the collection of information outside a laboratory, library
or workplace setting. The approaches and methods used in field research vary across disciplines. Field
research involves a range of well-defined, although variable, methods: informal interviews, direct
observation, participation in the life of the group, collective discussions, analyses of personal documents
produced within the group, self-analysis, results from activities undertaken off- or on-line, and lifehistories. Although the method generally is characterized as qualitative research, it may (and often does)
include quantitative dimensions.
1.5.4 Sample size
The studies are limited to the user of mobile and account and there are six mobile operators in
Bangladesh, all of which has been attempted. The study is also limited to the measurement of customer
brand switching and identification of the underlying factors as well. As a technique, convenient
sampling has been applied and sample size was 70. The survey has been conducted within the Dhaka
city.

1.5.5 Data collection methods


In formulating the research strategy into existence the methods of the research has to be formulated
through following a certain method. The methods that will be applied in case of the primary and
secondary data collection of the research are within the spectrum of the research methods (Levin, 2007).
The primary data are those that will be collected directly from the sample by the researcher. There are
various methods of primary data collection and the detailed of the methods will be illustrated in the
following. Along with that the methods that will be applied in case of the secondary data collection from
various secondary sources and the data analysis of the secondary data will be discussed in the following
as well.
Primary Data:
Primary data refers to collect data from the respondents of the research directly. Respondents which are
the sample of the research population are the primary sources of the primary data. The primary data is
more reliable and accurate in nature. Aligning with the objective of the research work the primary data
come out.
Methods: To collect the primary data there have several methods such

Interview

Survey

Observation, etc.

In terms of conducting this research interview and the survey will be the most suitable way of collecting
primary data. Survey for collecting the primary data can be occurred in the online along with the non
virtual respondents. The interview and survey will provide the insights as well as the interrelation among
the variables. The interview and survey will ensure to provide these data which will help in meeting the
research objective.
Secondary Data: Secondary data refers the data which are collected from the previous workings related
with the research topic. Secondary data do not concentrate on the existing research objectives and
research aims. Secondary data is quite similar with the research objectives and research aims. Secondary
data provides the relevant information regarding with the research objectives. Through using the
secondary data, the data analysis is happened accurately and from the analysis of the data there come out
several findings. These findings can be used in the research or further activities. The sources of the
secondary data are usually such as Journals, article, news papers, Government publications, research
paper.

1.5.6 Questionnaire Development


Design of the questionnaire in this research has been done through using the 5 point likert scale. In the 5
point likert scale there have been used several types of measurement. In the survey questions there have
different types or variations in 5 point likert scale. In this research there has 49 questions where 49
questions are quantitative, there are no qualitative. Along with these there have 4 demographic
questions. Questions are designed as 5 point likert scale, multiple option and dichotomous questions.
Section A: Personal information. There are questions. For example- age, profession, income and
monthly usage etc.
Section B: Satisfaction measurement questions. There are seven variables in likert rating scales ranging
from strongly agree to strongly disagree.

Liker scale variation:


Strongly

Disagreed

Neutral

Agreed

Strongly Agreed

Disagreed
1

1.5.7 Scaling techniques


There are basically two types of scaling techniques are available one is comparative and the other one is
the non comparative. In his research likert scale is used and more specifically the 5 likert scale is used.
Likert scale is non comparative scales and hugely popular all over the world for the better output and
accuracy. Scaling is the process of generating the continuum, a continuous sequence of values, upon
which the measured objects are placed.
1.5.8 Survey questionnaire
Questionnaire is simply a tool for collecting and recording information about a particular issue of
interest. It is mainly made up of a list of questions, but should also include clear instructions and space
for answers or administrative details. Structured questionnaires are usually associated with quantitative
research, i.e. research that is concerned with numbers. Within this context, questionnaires can be used in
a variety of survey situations, for example postal, electronic, and face-to-face and telephone.

1.5.9 Reliability and validity


Reliability is based on the data quality and the data has been measured using different tools. To explore
the reliability of the constructs in order to design good scales of measurement, data is analyzed using
SPSS computer program. So that is analyzed will be reliable. Reliability is the degree to which an
assessment tool produces stable and consistent results. Test-retest reliability is a measure of reliability
obtained by administering the same test twice over a period of time to a group of individuals.
Validity of a scale is defined as extent to which differences in observed scale scores reflect true
differences among objects on the characteristics being measured, rather than on systematic or random
error. It is a subjective but systematic arrangement of the content. Measurement validity using SPSS will
the extent to which an instrument measures what is required to measure.

1.5.10 Data processing and analysis plan


Following the several methods the relevant data is collected. Then the steps come which is data analysis.
In this step the data collected from the several sources, answers of the questionnaires are analyzed. The
data analysis will be done as well as presented through statistical and numerical measurement. The data
is analyzed using the SPSS software. The data is analyzed by regression, coefficient, mean, median,
mode.etc. The data analysis will be done through various numerical as well as statistical data so that the
quantitative data can be analyzed properly.

1.6 Assumption and Limitations of the Study


The quality of the report is limited due to the difficulties I had to go through. I had to face the following
difficulties while preparing the report.
i.

Limitation of time was a problem. I could have prepared the report much better if I had gotten
more time.

ii.

Unwillingness of people to fill up the survey was a problem. I really had to get through a hard
time getting the surveyed papers done.

iii.

Some of the respondents failed to complete the survey paper due to their work pressure. For this
reason among the 70 respondents 100% of the answers might not be correct.

iv.

There are vast amounts of information and write-ups relating to the topics of this research are
present in the internet and various other sources, but it was not possible to gain access to much
such information. So missing out some important aspect of the discussed topics can be a
possibility.

v.

A minimal sample size has been used for this research. If a larger sample was taken into
consideration the research would have been more accurate.

vi.

The survey has been conducted in one city Dhaka which could be a possible reason for the
peoples mind set to be similar and survey results not being very different from each others, the
results could be different if people from outside metropolitan cities were brought under
consideration.

Chapter 2: Theoretical Framework and Literature Review


2.1 Banking Service
With the rapid growth of mobile phones, the mobile services become a promising alternative for many
sectors including banking sector. However, in comparison to the whole banking transactions, the market
of mobile banking still remains very small [1, 2] especially that its usage is not reflecting on the
adoption and usage of mobile banking [3]. Internet banking and mobile banking are both electronic
banking [4]. However, they differ in the channels to be used in delivering the services to customers [5].
Thus, customers using Internet banking are using computers that are connected to Internet, while
customers using mobile banking are using wireless devices to do transactions [6]. Many financial
institutions are operating in every country. The bank is a one of the financial institution. But it differs
from other firm because the bank collects money from customer as a deposit and gives money to
customer as a loan. So the bank acts as financial intermediaries between the depositors and borrowers.
Deposits are liabilities to the bank. Deposit must be maintained by the bank to maximize the profit
(Shelagh Heffernan2005). The bank acts as a debtor and creditor, principal and agent, bailer and bile and
mortgagor and mortgagee between the customer and the bank.
Payment Services
An essential need for the customers provide by banks is that they agree to give ability to do payments.
According to the Heffernan (2005) payment system is defined as an intermediate function and it does
facilitate transferring claims ownership in banking sector. Different type of alternative method came
from after the twentieth century. Very costly system is a cheque payment system. Because it is very
costly to operate even with up to date electronic method of dealing and storing and bank has liked to
introduce this cheque system from customer to customer and from bank to bank. Another system is a
credit transfer system. It is also called bank giro system where bank pays straight to beneficiarys bank
account according to the customer instruction. Mostly this system is used by the consumer to pay
invoices for the product order. Standing order is used by the customer, if they pay any fixed amount of
money in similar interval time. Banks make payment from particular customer account to any other
company or individual until the customer make any change standing order instructions. Rather than
another method of payment system is direct debits. Normally electricity, gas, telephone bill or water bill

are paid by under this system. Generally some institution such as local authorities and public utilities are
receiving a big amount of money as a regular payment. So this method is selected by these institutions to
receive direct debit from the customer account. (D.P .Whiting 1994).
Deposit and Lending Services
One of the main services of the bank is a deposit and lending services. Most of the bank offer mainly
current account, deposit account, and saving account. Now a days bank offers many different type of
account to compete with competitors and attract the customer. Banks design current account to attract
the customer with different facilities. The current account holders have authority to withdraw money
from bank by using cheque. In recent year bank gives further facilities to current account holder such as
interest on the cleared balance from day to day, provide debit card to withdraw money from ATM, and
possibility to changing fund by switch. Current account has the main different facilities. It includes the
acceptance of deposit, credit provision, and it helps to transferring fund to third party. (Whiting, 1994).
Banks design saving account to give a house for saving. Interest payments are provided to saving
account. Bank gives ATM card to their customer to withdraw money easily and quickly. Some banks
suggest a particular type of savings account for customer who is ready to pay in a similar sum and the
bank gives limited number of withdrawals to customer in a year. Almost all bank offer grate rate of
interest to the saving account holder to attract the people. Banks accept the deposit from the customer
large sum of money for a number of years. This type of account called fixed deposit account. Bank gives
higher rate of interest compare with other saving or current account. Bakes provides a certificate to the
fixed deposit holder.

2.2 Mobile banking


M-banking dates back to the end of the 1990s when the German company Pay box, in collaboration with
Deutsche Bank, launched the first service. Initially, it was deployed and tested mostly in European
countries: Germany, Spain, Sweden, Austria, and the United Kingdom. Among developing countries,
Kenya was the first to introduce a text-based mbanking service, M-Pesa, in 2007. By 2012, there were
more than seven million registered MPesa users in Kenya. As Veijalainen et al. (2006) argue the main
driving force for the rapid acceptance of small mobile devices is the capability they offer for obtaining
services and running applications at any time and any place, including while on the move.

www.wikipedia.com defines cellular phone as: The Cellular telephone (commonly "mobile phone" or
"cell phone" or "hand phone") is a long-range, portable electronic device used for mobile
communication. (www.enterpriseinnovation.net) For the past two decades, the banking sector has
chosen a new service channel based on the progress of information technology internet to respond to
the changes in customer preferences and needs, increasing competition from non-banks, changes in
demographic and social trends, and government deregulations of the financial service sector (Byers and
Lederer, 2001). In the search for sustainable competitive advantages in the technological financial
service industry, banks have acknowledged the value to differentiate themselves from other financial
institutions through new service distribution channels (Daniel, 1999). Researchers use various terms to
refer to mobile banking, including m-banking (Liu et al. 2009), branchless banking (Ivatury and Mas,
2008), m-payments, m-transfers, m-finance (Donner and Tellez 2008), or pocket banking (Amin et al.,
2006). As an important component of electronic banking, m-banking usually constitutes an alternative
delivery channel (ADC) for various financial and non-financial transactions, as summarized in Table 2.
Other prominent ADCs include ATMs, point-of-sale terminals, interactive voice response, mobile
phones, and the Internet.
In addition, customers transaction and communication abilities have been improved by the
developments of information technology. Information technology enabled electronic channels to
perform many banking functions that would traditionally be carried out over the counter (Giannakoudi,
1999). The rise of electronic payments media such as debit and credit cards has caused the value of paid
in the USA to fall to from about $49 billion in 1995 to about $42 billion in 2002 (Gerdes and Walton,
2002).
The use of paper cheques has been supplemented step-by-step with e-cheques (i.e., electronic images)
allowing banks to have more storage capacity, reduce costs, and improve Furthermore customer services
(Rose and Hudgins, 2005).
A more recent e-banking development is wireless internet applications of banking sometimes called
mbanking (mobile banking) (Choi et al., 2006; Scornavacca and Hoehle, 2007). With the combination of
two most recent technological advancements internet and mobile phone, a new service (mobile data
service) is thus enabled and the first such wireless internet commercial transaction is performed by the
banking industry (Barnes and Corbitt, 2003). It is believed that m-banking will provide another new

channel for banking services, especially for certain remote areas where online internet is still
unavailable. Strategic implications and customer perception of m-banking services are explored
(Laukkanen and Lauronen, 2005) with a focus on the consumer value creation and a better
understanding about the customer-perceived value of m-banking services. For instance, mobile internet
service has been quite popular in Japan (over 60 million users in 2003) especially for those young and
single (i.e., unmarried) consumers (Scornavacca and Barnes, 2004).
Due to the widespread use of computer technologies in almost all aspects of life, organizations that are
connected to the Internet started extending their services to their customers to include new applications
and services that satisfy their customers desires to make better businesses. One of these emerging
applications is mobile banking. The term mobile banking (or m-banking) describes the banking services
that the user can perform via a mobile device ubiquitously at anytime and from anywhere. In order for
users to access their accounts, they need a mobile device and network connectivity. Therefore, sitting in
front of a computer is not a requirement anymore; accessing accounts can occur while users are waiting
their turn at the dentist clinic or relaxing at the beach! (Al-Akhras and Qwasmi, 2011).
Telecommunications companies world-wide are developing 3G mobile phones and applications. In the
UK, mobile banking is considered to be one of the most value-added and important mobile services
available. However, the adoption rate of using 3G mobile phones for financial services is yet to be
determined. The current research examined both innovative attributes and customers perceived risk in
order to understand customers behavior and motivation toward this innovation. It has advanced the
theoretical frameworks of innovation and customers risk perception as new attributes and risk
dimensions were identified. The findings provide banking executives with a better understanding of
what are the perceived advantages and disadvantages of 3G mobile banking services, helping them to
plan marketing strategies and promotion approaches for 3G mobile banking services in the future (
Morna 2003).
According to Jim Bruene (2006), online banking is the best thing to happen to personal finance
management since the invention of the paper statement. In many countries, half or more of online users
routinely visit their bank to check account activities, verify deposits, and just see if everything is in
order. According to a report by Mintel International Group Ltd (June 1, 2006), the forces driving the
growth of the Internet-increased broadband access, new innovations that provide a secure environment,

and the coming-of-age of more tech-savvy people-will combine to propel online banking as well. Mintel
expects that online banking will continue to grow and become more profitable for financial institutions,
particularly as the Internet matures and subsequent generations become more technologically literate.
Factors impacting online banking include the trend within the industry and the socioeconomic forces
behind changing demographics (www.marketresearch.com).
The telecommunications industry worldwide has scrambled to bring what is available to networked
computers to mobile devices (Schofield & Kubin 2002). Presently, the use of electronic banking is
considerably high and as more and more users sign up for electronic-banking, the maturity as regards
remote banking ( i.e. banking outside the banking hall) is on the increase.
With electronic banking, users can now conveniently carry out banking transactions, but this
convenience cannot be achieved if the user does not have access to the internet, hence, in other words,
the user cannot carry out a banking transaction while waiting for a bus, or perhaps while having lunch in
a restaurant. With m-banking, convenience can be achieved 24hrs a day. This is because a user has
access to his mobile phone all day, at all times. So, to effectively achieve a truly convenient banking
mode, a truly mobile mode of banking has to be explored, hence the need for m-banking (Andrew,
2009).
The convergence of the Internet and mobile networks creates new opportunities and applications.
Treating mobile business as simply an extension to the traditional web could result in missing out unique
differentiated qualities for new value-added possibilities. Mobile Banking is considered to be one of the
most value-added and important mobile service available. Arcrafs current research examined
technological changes in mobile networks and innovative attributes of Mobile Internet. It has advanced
the theoretical framework of innovation in service to develop a customer centric analysis of m banking
value proposition. His article goes on to discuss critical factors in the diffusion of m Banking and
explores reasons of failure and further prospects of success (Ayadi, 2005).
The use of mobile phones in order to effectuate banking transactions is bound to increase in a significant
way in the near future. This growth in mobile financial services not only depends on technological
advances, but also on consumer confidence in the provided services. Mobile financial services can be
divided into mobile banking and mobile payment; therefore, legal certainty must be established as to
what supervisory regime applies to the various activities involving banks and non-banks. Mobile

banking activities fall within the scope of the banking business, and oversight is provided by the
competent financial market authority for prudential supervision, if the definition of banking activities
encompasses all relevant mobile banking activities. Furthermore, legal aspects also play a role in the
evolution of mobile banking as far as the need to enhance customer trust in the offered services is
concerned. Major issues arise in relation to data security and consumer protection. Moreover, the
outsourcing of certain key activities to mobile operators deserves further attention, as mobile operators
can, under specific circumstances, become deeply involved in mobile banking (Weber, 2010).

2.3 Mobile banking in Bangladesh


In Bangladesh, the expansion of e-banking is beset with several infrastructural, institutional, and
regulatory constraints such as inadequate availability of reliable and secure telecommunication
infrastructure, absence of a backbone network connecting the whole country, poor ICT penetration in the
banking sector, lack of skilled manpower and training facilities, absence of supportive policies,
guidelines, rules and regulations relating to e-transactions and the like. Despite the constraints, efforts by
the Bangladesh Bank in modernizing the country's payment system and commitment by the government
in building Digital Bangladesh have brought competition among the scheduled banks to improve
banking services and rapidly adopt e-banking on a wider scale. This note provides a critical overview on
development of e-banking in Bangladesh and future prospects for better understanding the issue that
includes concept of e-banking, present status of scheduled banks in adopting e-banking services, and
prospects of e-banking in Bangladesh on the basis of current trend in developing the ICT infrastructure
in the country as well as ICT penetration in the banking sector that follows some policy suggestions for
BB, Govt. of Bangladesh and scheduled banks so that optimum benefit through e-banking may be
obtained. There are around 151.82 million people in Bangladesh according to (adb.org/bangladesh),
2012 of which only 13 percent have bank accounts where as more than 95 percent are mobile phone
users. Banks can now offer the banking services to both the rural community and the population
(without banking transaction) through mobile phones. Mobile banking refers to a system that enables
bank customers to access accounts and general information on bank products and services through
Mobile devices.
In early 2010, CGAP (the Consultative Group to Assist the Poor) blogged about the steps identified for
mobile financial services to take off in Bangladesh. Bangladesh has moved partly down this path. A

newly

released overview report on Mobile Financial Services by Bangladeshs Central Bank highlights the
progress achieved two years on.
The central bank issued guidelines on Mobile Financial Services for Banks in September 2011 clearly
stating a choice to make the market bank-led. However, the central bank has advocated for mobile
operators and microfinance organizations to be active partners. It has provided 10 licenses to banks to
offer the full range of mobile financial services.
This regulatory certainty has allowed the market to move and by late 2011 and into 2012 two early
leaders have emerged with the largest customer bases and agent networks. The bKash service is
provided by BRAC Bank in cooperation with its subsidiary bKash. And Dutch Bangla Mobile is a new
service from Dutch Bangla Bank. Combined these two providers made the largest contribution to the
nearly 500,000 new mobile accounts and more than 9,000 new agents.
The mobile financial services market is at an early stage of development as providers are working to
stabilize their technology, build agent networks and acquire new customers. This involves finding and
training agents, marketing, helping customers transact and acquiring customers by using knowyour
customer (KYC) and account opening processes. A survey conducted by Bangladeshs central bank
found that the new services are reaching multiple parts of Bangladesh and that most clients and agents
express cautious optimism about mobile financial services being valuable to them. Three quarters of
clients said their main reason to use this service is to send or receive payments, while the remaining one

quarter highlighted safekeeping as the main reason. Rural users specifically mentioned the benefits of
receiving payments.
Initial hopes for international remittances to drive the mobile financial services have not materialized.
Similarly, earlier efforts to allow cash-out via mobile phones have not generated many volumes. It
seems that Bangladesh is like many other markets where international remittances are more likely to
follow rather than lead.
These developments offer promising signs that mobile financial services could develop in time.
However, big questions remain to be answered. There is a significant upfront investment required to
build momentum and none of the providers are yet covering their running costs. The rapid uptake by
customers still needs to be proved. Bangladesh has a large population in a small geography. It is also
home to one of the most deeply penetrated microfinance markets. Indeed, Bangladeshs overall access to
accounts for adults of nearly 40% is higher than South Asias average of 33% and the global low
income country average of 27% (source). Nevertheless, most banks, mobile operators and microfinance
institutions agree that mobile financial services are likely to focus initially on domestic person-to-person
transfers that are very scarce among formal providers.
Bangladesh Banks aim is to ensure that the market develops with several providers, and diverse
technologies are tested and used, different kinds of agent networks deployed, and a range of products
available so that the consumer is empowered with a full range of choices. It is an exciting time in
Bangladesh for mobile financial services and much will be learned in the coming months.

2.4 Adaptation of Mobile Banking


Mobile banking (m-banking) is among the latest in a series of recent mobile technological wonders.
Although automated teller machine (ATM), telephone, and Internet banking offer effective delivery
channels for traditional banking products, but as the newest delivery channel established by retail and
microfinance banks in many developed and developing countries, m-banking is likely to have significant
effects on the market (Safeena et al., 2012). In particular, the expanded uses of smart phones has
increased demand for mbanking services, prompting many more banks, microfinance institutions,
software houses, and service providers to offer this innovative service together with new sets of products
and applications designed to extend their client reach (including to unbanked populations), improve

customer retention, enhance operational efficiency, increase market share, and provide new employment
opportunities (Shaikh, 2013). Despite such benefits, the use of mobile phones or tablets to conduct
banking transactions or access financial information is not as widespread as might be expected (e.g.,
Dineshwar and Steven, 2013; Luarn and Lin, 2005; Shih et al., 2010), as demonstrated by popular media
reports (e.g., Accenture, 2013). Juniper Research (2013) has revealed that more than 1 billion people are
expected to use m-banking globally by 2017, but that level represents only 15% of the global mobile
subscription basea base that accounts for approximately 96% of the worlds population (International
Telecommunication Union, 2011).
Several studies analyze m-banking and associated factors that influence consumers adoption of it, using
both qualitative and quantitative methods. Despite considerable research on m-banking adoption that has
appeared in international journals across disciplines, a review of literature on m-banking adoption
remains missing. Such a review represents an important milestone in the development of a research
field. It provides an opportunity to step back and review the collective intelligence that has been
amassed from an eclectic body of research that uses various samples, methods, and theories. This effort
is particularly important when the findings of isolated studies contradict one another (Hanafizadeh et al.,
2014). This study accordingly seeks to extend the understanding of mobile technologies by undertaking
a detailed review of m-banking adoption...

2.5 Customer Perceived Value


According to customers Lee and Overby 2004; Wang, Lo, Chi, and Yang 2004 Consumer value has
been recognized as the fundamental basis in every marketing activity (Holbrook 1994, 1999), and it has
been envisioned as a critical strategic weapon in attracting and retaining. Consumer value begins to
emerge in the 1990s as an issue of growing interest to business and, in particular, to marketing, at both
the academic and practitioner levels. This concept is considered to be one of the most significant factors
in the success of an organization and it has been pointed to as an important source of competitive
advantage for the firm (Mizik and Jacobson 2003; Spiteri and Dion 2004; Woodruff 1997).
Marketing scholars have recognized a need to agree on a common definition for the Volume 19, 2006 41
concept of consumer value (Lindgreen and Wynstra 2005; Parasuraman and Grewal 2000; Woodruff
1997; Zeithaml 1988). However, such an agreement has not been reached (Ulaga 2001). This
phenomenon can be explained by the fact that value is a complex (Lapierre 2000; Ravald and Gronroos

1996; Woodruff and Gardial 1996), polysemic (Kashyap and Bojanic 2000; Zeithaml 1988), subjective
(Babin, Darden, and Griffin 1994; Woodruff and Gardial 1996), and dynamic concept (Day and Crask
2000; Van der Haar, Kemp, and Omta 2001). The complexity of this concept also comes from the
presence of ambiguous interpretations (Khalifa 2004; Van der Haar et al. 2001) and from variations in
the perception of value among consumers (Sinha and DeSarbo 1998), within the same person (Chen and
Dubinsky 2003; Parasuraman 1997), and between different situations (Flint, Woodruff, and Gardial
1997; Holbrook 1994, 1999; Lapierre 2000). In an effort to bring clarity to this confusing situation, we
shall describe and discuss some key aspects in assessing the complex nature of value.
Going deeper into the conceptual complexity of consumer value, additional considerations emerge. First,
the term value has been used in many different contexts, reflecting its multifaceted nature (Babin et al.
1994). According to some scholars, the concept of value is one of the most overused and misused
concepts in social sciences in general and in marketing/management literature in particular (Khalifa
2004). It has its roots in many disciplines, including psychology, social psychology, economics,
marketing and management (Woodruff and Gardial 1996). Its use in the singular or plural has sometimes
been confused and it is apparent that a number of marketing scholars assume that value and values are
the same concept. We would argue, however, that they are two clearly distinctive constructs. Value must
be understood as the outcome of an evaluative judgment, while values refer to the standards, rules,
criteria, norms, goals, or ideals that serve as the basis for those evaluative judgments (Holbrook 1994,
1999). Value implies, through the notion of preference, the result of a trade-off (e.g. between benefits
and sacrifices) and an interaction (e.g. between a customer and the product/service) (Payne and Holt
2001). On the other hand, consumer values are the criteria employed by the individual for the
developing of the preference judgment (Rokeach 1968; Rokeach 1973). These criteria are considered by
Flint, Woodruff and Gardial (1997) as the implicit beliefs that guide behavior, since they reflect peoples
desired ultimate end-states of existence (p. 169). Based on this line of reasoning, then, we believe that
consumer value and personal values are not the same concept (Day and Crask 2000; Oliver 1996;
Woodruff 1997).
Another element that contributes to the conceptual complexity of value is the employment of multiple
terms connected to value, such as judgment value (Flint et al. 1997); shopping value (Babin et al. 1994);
consumption value (Sweeney and Soutar 2001); relationship value (Ravald and Gronroos 1996); product
value (Bowman and Ambrosini 2000); service value (Bolton and Drew 1991; Cronin, Brady, and Hult

2000); desired value (Flint, Woodruff, and Gardial 2002); expected value (Van der Haar et al. 2001); net
value (Lovelock 1991); customer value (Holbrook 1994; Woodruff 1997); consumer value (Holbrook
1999; Park 2004); perceived value (Agarwal and Teas 2001; Zeithaml 1988); or received value (Flint
and Woodruff 2001).
This last phenomenon poses a namely, whether all thesefundamental question terms refer to the same
concept or whether, on the contrary, we are dealing with different notions. To address this problem, we
suggest that all these meanings generally illustrate the idea of consumer perceived value. However, we
think that these terms do indeed differ, and in the following ways:

The object over which the

assessment is carried out. Here, the terms product value, service value, store value, or relationship
value are used to refer to different objects. The comparison between benefits and sacrifices (Zeithaml
1988).
This difference or ratio determines net value, value for money, value for price, or even overall
value. Exchange value, consumption value, or received value has been used as a reflection of this
constructs dynamic nature. As a result, it is possible to distinguish, following authors like Day and
Crask (2000) or Oliver (1999), between a prepurchase and post-purchase consumer value. The former
corresponds to an expected or desired value and the latter to a received or perceived value. Nevertheless,
it should be pointed out that the term perceived is usually used to refer to a later purchase situation,
where the consumer appreciates the purchased product or the rendered service. Generally, however, the
consumer's perception is a phenomenon that can appear in any stage of the purchase decision process,
prepurchase included. The purpose objective that the consumer wants to satisfy by means of the
consumption of a product. Woodruff and Gardial (1996) establish that value in use is the functional
result reached through the consumption of the product and that possession value is simply derived
from ownership of the product.
The role of perceptions is captured by the use of the expressions perceived value, perceived consumer
value, or perceived customer value. The comparison of an object with others. Such comparisons lead
to the employment of such terms as comparative value and relative value. This distinction has its
foundation in the two main study areas from which the conceptualization of value has been approached:
astrategic marketing and consumer behavior contrast reflected in the appearance of the terms customer

value and consumer value. Especially interesting is the use of the terms customer value and
consumer value.
In this sense, a great number of scholars have studied the consumers perceived value under a strategic
perspective (e.g. Gale 1994; Slater 1997; Van der Haar et al. 2001; Woodruff 1997). In this literature,
the expression customer value has been coined, reflecting the perceived value from the customerorganization point of view. Still, the concept analyzed by these authors is similar to the construct studied
in the area of consumer behavior, that is, the consumer-perceived value of the offering of an
organization. An example of this perspective is the definition of Woodruff (1997), in which the author
uses the term customer in a general sense to mean end use consumers, industrial consumers, and
intermediary customers in a channel of distribution (p. 151). Among the few scholars that have tried to
explain the distinction between customer value and consumer value, we note the work of Lai (1995),
who suggests that customer value focuses on the buyers evaluation of product purchase at the time of
buying, whereas consumer value stress peoples valuation on the consumption or possession of
products (Lai 1995, p. 381). The author not only uses two different terms, customer and consumer, but
he also uses the word value in singular and plural. In our opinion, this approach does not solve the
distinction dilemma between both terms.
First, the word values is not used in the sense to mean the personal objectives of an individual, but
rather a meaning similar to the so- Volume 19, 2006 43 called value in use or possession value
notion (Woodruff and Gardial 1996).
Second, in Lais framework, customer value is used in reference to the purchase experience itself
while consumer value is used to refer to a post-purchase situation. However, perceived value is a
dynamic evaluation that can occur previously, during or subsequently to the purchase. Jensen (1996)
also analyzes the difference between customer value and consumer value. Under this approach, the
former is a pre-purchase judgment that generates a series of expectations in the consumer, and the latter
is the post-purchase assessment of the consumption experience. This particular conceptualization of the
author is based on temporal elements. Still other scholars use both the customer value and consumer
value terms (Chen and Dubinsky 2003), or the customer value and perceived value (Ralston 2003;
Sinha and DeSarbo 1998) terms as synonyms. Also, in the writings of several other researchers, the use
of different expressions that are considered equivalent can be observed. Thus, DeSarbo, Jedidi, and

Sinha (2001, p. 845) state that the customer value analysis involves [the organizations conducting] a
structural analysis of the antecedent factor of perceived value to assess their relative importance in
the perceptions of their buyers. Likewise, Holbrook (1999, p.5) indicates that, for the purpose of his
study, he considers the subject as a consumer or other customer, and Van der Haar et al. (2001) state
that they dont use the term perceived value because it can be unclear. It is clear that a wide range of
expressions and intended equivalencies of some terms can be observed in the literature. In summation,
we regard that all of these terms refer to the same basic idea: the consumer perception of value, but these
terms have been coined as result of the study of value under different perspectives and contexts.

2.6 Customers Perceived Value to Use Mobile Banking Service


The wide use of geographic, demographic, socio-economic and psychographic variables have not always
been accepted as good predictors in predicting buying behavior in financial services by past and recent
studies, which claimed that, the benefits customers seek for in banking services and/or the product
attributes should be identified instead [17, 18 Consumers motives also predetermine consumers
attitudes and behaviors towards different banking technologies [8]. The findings increase the
understanding of customer-perceived value and value creation on the basis of attributes of mobile
services and customer-perceived disadvantages of mobile phones in electronic banking context [14].
Perceived usefulness, perceived risk, cost and compatibility were found to affect consumer acceptance
of M-banking. The results also support a mediation model, whereby attitude transfers the effects of the
consumers perceptions to their intention to use M-banking .Usefulness, social norms and social risk, in
this order, are the factors that influence the intention to adopt mobile banking services the most. Ease of
use has a stronger influence on female respondents than male, whereas relative advantage has a stronger
effect on perception of usefulness on male respondents. Social norms or the importance of others in the
decision, also influence adoption more strongly among female respondents than male. The information
and guidance offered by a bank has the most significant effect on decreasing the usage barrier, followed
by image, value and risk barriers respectively. The information and guidance showed no effect on the
tradition barrier [16]. Compatibility, perceived usefulness, and risk are significant indicators for the
adoption of m-banking services. Compatibility not only had a strong direct effect but was also identified
as an important antecedent for perceived ease of use, perceived usefulness and credibility. Trust and
credibility are crucial in reducing the overall perceived risk of mbanking [13]. Customer value
perceptions in banking actions differ between internet and mobile channels. It suggests that efficiency,

convenience and safety are salient in determining the differences in customer value perceptions between
internet and mobile banking [15]. It was found that perceived usefulness, perceived social risk,
perceived performance risk and perceived benefit directly affect attitudes towards mobile banking, and
that attitude is the major determinant of mobile banking adoption intention [7].
Mental accounting theory proposed by Thaler [10] involves a process of coding, categorizing and
evaluating the outcomes of the decisions. It explains the importance of transaction related attributes
associated with customer decision making in the presence of risk and uncertainty. Online purchasing
decisions and the adoption of other technological applications can be explained using this theory by
examining customer behavior towards the value of such technologies [11]. For users of mobile value
added services, the value maximization might be their essential principle of decision-making. Mental
accounting theory therefore is appropriate for the analysis of mobile banking services usage, as
customers tend to make decisions based on multiple attributes. When a customer decides to avail a
service such as mobile banking he goes through a mental process that considers the trade-off between
what they get and what they give. Customers adoption of technology to a significant level is related to
decision making and thereby depending on the value Customers Perceived Value to Use Mobile
Banking Services Layla. Alsheikh and Jamil. Bojei T International Conference on Management,
Behavioral Sciences and Economics Issues (ICMBSE'2012) Penang, Malaysia 178 of technology,
customers are expected to use a particular technology. Literature on technology adoption has keenly
developed various models for use in describing the usage and adoption of technology among
individuals. Venkatesh et al [12] introduced the Unified Theory of Acceptance and Use of Technology
(UTAUT). This theory is based on four core determinants of intention and usage. It also deals with four
moderators of key relationships. Users decisions in usage are keyed to what results they expect, other
peoples influence, the persisting conditions, and the effort to be applied in usage. Both performance
expectancy and effort expectancy have been found as important benefit factors toward new technology
usage [9], [16].
Singh (2006) discusses customer management in banks. As such, the management aims to target the
customer with a view to gain customers insight and provide value added products and services.
Technology has enabled banks to reach customers in any part of the world at any time with customized
products, thereby moving towards the concept of customers satisfaction.

Management must strive to deliver positive experience (proper service delivery) to each customer; and
as such, this may be functional, emotional or situational for long term customers and business
management in the banks. Sureshchandear et al. (2003) investigated the critical factors of customerperceived service quality in the banks of India. The three groups of banks in
India (Public sector, Private sector and foreign banks) were compared with respect to each of the four
factors of service quality (core services, human element, tangibles of service and social responsibility).
The results also indicated that foreign banks were performing well, followed by private sector banks and
public sector banks. Roig et al. (2006) analyzed the dimension of the concept of customers perceived
value in the banking sector of Spain. A total of 200 customers were selected for the survey. The result of
confirmatory factor analysis and linear regression analysis indicated that customers perceived value in
banking sector composed of six dimensions; functional value of the establishment. There exist four key
gaps in the service providers side that are likely to affect service quality as perceived by customers. The
gaps are not knowing what customer expects, not selecting the right service designs and standards, not
delivering to service standards and not matching performances to promises Parasuraman et al. (1988)
presented a model, servqual: A multiple-item scale for measuring consumer perceptions of service
quality. Vyas (2004) did a study titled, Measurement of customers satisfaction on IT adoption in
banking services; the study was an empirical study based on descriptive research design to measure
customer satisfaction considering the prevalent state of IT adoption among selected branches of
nationalized banks, private banks, co-operative bank and foreign banks located at Baroda. The findings
of the study revealed that there was an effective implementation of E-Banking services in the case of
private banks and foreign banks whereas nationalized banks were found to have a lesser degree of
computerization.

Chapter 3: Comparative analysis


The comparative analysis of the survey data done by the statistical methods of finding mean and analysis
of correlation and regression.

3.1 Demographic profile of the respondents


In reporting a valid result which excludes any biasness the demographic of the respondents are analyzed
and selected responsibly. The demographic profile includes Age, Gender, Occupation, race, nationality,
and religion of the respondents. For analyzing this type of the subject only Gender, age and occupation
of the respondents are selected.
Gender:
The gender is in general are categorized into male and female. The gender section may look irrelevant
but it is important t to find out the response and behavioral differences of perceiving the value of this
subject.
Age:
Age is another important factor to identify the particular response and usage or understanding of the
topic. People of different age group react differently. This survey also figure outs the frequency of use
from a certain age group.
Occupation:
The adaptation of Mobile banking and its frequency of use also depend on the occupation of
respondents. Respondents of different occupation may perceive it differently. Students, Service holder,
Businessman, and others which may include house wife or freelancers are included in the category.

3.2 Correlation among the variables


Correlation is a statistical measure that indicates the extent to which two or more variables fluctuate
together. A positive correlation indicates the extent to which those variables increase or decrease in
parallel; a negative correlation indicates the extent to which one variable increases as the other
decreases. Linear correlation is a measure of dependence (or association) between two matric variables.
Here we are using Bivariate Correlation for measuring the relationship between the variables.

3.2.1 Relationship among the variables of Performance Expectancy (PERE)


Correlations

Mobile banking is useful to


carry out my tasks.

I think that using Mobile


banking would enable me
to conduct tasks more
quickly.
I think that using Mobile
banking would increase my
productivity

Mobile banking
is useful to
carry out my
tasks.

I think that
using Mobile
banking would
enable me to
conduct tasks
more quickly.

.423

Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)

N
I think that using Mobile
Pearson Correlation
banking would improve my
Sig. (2-tailed)
performance
N
**. Correlation is significant at the 0.01 level (2-tailed).

I think that
using Mobile
banking would
increase my
productivity

**

.000

.319

I think that
using Mobile
banking would
improve my
performance

**

.007

70

70

70

**

.259

70

.030
70

.423

.000
70
.319

**

.007
70
.317

**

.259

.030
70
.369

**

1
70
.334

**

.007

.002

.005

70

70

70

.317

**

.007
70
.369

**

.002
70
.334

**

.005
70
1

70

*. Correlation is significant at the 0.05 level (2-tailed).

Analysis:
In the following table it shows that

The relationship between usefulness to carry out tasks and enabling conduct tasks more quickly
is Good at 0.423 percent.

The relationship between enabling conduct tasks more quickly and improving performance is
Somehow Good at 0.369 percent.

The relationship between increasing productivity and improving performance is Somehow Good
at 0.334 percent.

The relationship between usefulness to carry out tasks and increasing productivity is Moderate at
0.319 percent.

The relationship between usefulness to carry out tasks and improving performance is Moderate
at 0.317 percent.

The relationship between enabling conduct tasks more quickly and increasing productivity is Bad
at 0.259 percent.

Findings:
There is best relationship between usefulness to carry out tasks and enabling conduct tasks more quickly
at 0.423 percent.
3.2.2 Relationship among the variables of Effort Expectancy
Correlations
My interaction
with Mobile
banking would be
clear and
understandable.
My interaction with Mobile
banking would be clear and
understandable.
It would be easy for me to
become skillful at using Mobile
banking.
I would find Mobile banking
easy to use.

Pearson Correlation

Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)

N
**. Correlation is significant at the 0.01 level (2-tailed).

It would be easy
for me to become
skillful at using
Mobile banking.
.397

I would find
Mobile banking
easy to use.

**

.195

.001

.105

70

70

70

**

.397

.001
70
.195

70
.568

**

.105

.000

70

70

.568

**

.000
70
1

70

Analysis:
In the following table it shows that

The relationship between easy to become skillful at using mobile banking and easy to use is
Good at 0.568 percent.

The relationship between easy to become skillful at using mobile banking and interaction with
Mobile banking is clear and understandable is Moderate at 0.397 percent.

The relationship between interactions with Mobile banking would be clear and understandable
and easy to use is Bad at 0.195 percent.

Findings:
There is best relationship between easy to become skillful at using mobile banking and easy to use 0.568
percent.

3.2.3 Relationship among the variables of Social Influence


Correlations
People in my
environment
who use
People in my
People who
Mobile
environment
Having
influence my People who
banking
who use
Mobile
behavior
are important
services
Mobile
banking
think that I
to me think
have more
banking
services is a
should use
that I should prestige than
services
status
Mobile
use Mobile
those who
have a high symbol in my
banking
banking.
do not.
profile.
environment.
People who influence
Pearson
1
my behavior think that I Correlation
should use Mobile
Sig. (2-tailed)
banking
N
70
People who are
Pearson
**
.664
important to me think
Correlation
that I should use
Sig. (2-tailed)
.000
Mobile banking.
N
70
People in my
Pearson
*
.248
environment who use
Correlation
Mobile banking
Sig. (2-tailed)
.039
services have more
N
prestige than those
70
who do not.
People in my
Pearson
.195
environment who use
Correlation
Mobile banking
Sig. (2-tailed)
.105
services have a high
N
70
profile.
Having Mobile banking Pearson
**
.387
services is a status
Correlation
symbol in my
Sig. (2-tailed)
.001
environment.
N
70
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).

.195

.000

.039

.105

.001

70

70

70

70

.296

70

.013
70

.664

**

.296

.248

.013
70
.250

.758

**

**

.000
70
.702

**

.000

70

70

70

**

.758

.000

70

70

**

.037
70

.425

**

.000

.037

.425

.250

.387

.702

**

.752

**

.000
70

70

**

.752

.000

.000

.000

70

70

70

70

Analysis:
In the following table it shows that

The relationship between people who use mobile banking services have more prestige than those
who do not and people who use mobile banking services have a high profile is Very Good at
0.758 percent.

The relationship between people who use mobile banking services have a high profile and having
mobile banking services is a status symbol is Very Good at 0.752 percent.

The relationship between people who use mobile banking services have more prestige than those
who do not and having mobile banking services is a status symbol is Very Good at 0.702 percent.

The relationship between people influencing behavior prefer using mobile banking and important
people think that mobile banking should be used at Good 0.664 percent.

The relationship between having mobile banking services is a status symbol and important
people think that mobile banking should be used at Somehow Good 0.425 percent.

The relationship between having mobile banking services is a status symbol and people
influencing behavior prefer using mobile banking is Moderate 0.387 percent.

The relationship between people who use mobile banking services have more prestige than those
who do not and important people think that mobile banking should be used is Bad at 0.296
percent.

The relationship between important people think that mobile banking should be used and people
who use mobile banking services have a high profile is Bad at 0.250 percent.

The relationship between people influencing behavior prefer using mobile banking and people
who use mobile banking services have more prestige than those who do not is Bad at 0.248
percent.

The relationship between people influencing behavior prefer using mobile banking and people
who use mobile banking services have a high profile is Worse at 0.195 percent.

Findings:
There is best relationship between people who use mobile banking services have more prestige than
those who do not and people who use mobile banking services have a high profile at 0.758 percent.
3.2.4 Relationship among the variables of Facilitating Condition
Correlations
I have the
resources
necessary to use
Mobile banking.
I have the resources necessary Pearson Correlation
1
to use Mobile banking.
Sig. (2-tailed)
I have the knowledge
necessary to use Mobile
banking.

N
Pearson Correlation
Sig. (2-tailed)

N
Mobile banking is not
Pearson Correlation
compatible with other systems I Sig. (2-tailed)
use.
N
**. Correlation is significant at the 0.01 level (2-tailed).

I have the
Mobile banking is
knowledge
not compatible
necessary to use
with other
Mobile banking.
systems I use.
**
.366
-.201
.002

.096

70
1

70
-.216
.073
70
1

70
**
.366
.002
70
-.201

70
-.216

.096

.073

70

70

70

Analysis:
In the following table it shows that

The relationship between having the knowledge necessary to use mobile banking and having the
resources necessary to use mobile banking is Good at .0366 percent.

The relationship between having the knowledge necessary to use mobile banking and mobile
banking is not compatible with other systems is Moderate at 0.216 percent.

The relationship between having the resources necessary to use mobile banking and mobile
banking is not compatible with other systems is Bad at 0.201 percent.

Findings:
There is best relationship between having the knowledge necessary to use mobile banking and having
the resources necessary to use mobile banking at 0.366 percent.
3.2.5 Relationship among the variables of Information Quality
Correlations
This mobile
banking
provides me
with
information
relevant to my
needs.
This mobile banking
provides me with
information relevant to my
needs.
This mobile banking
provides me with sufficient
information.
This mobile banking
provides me with accurate
information.
This mobile banking
provides me with up-todate information.

Pearson Correlation

Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)

N
**. Correlation is significant at the 0.01 level (2-tailed).

70
.786

**

.000
70
.475

**

.000
70
.417

**

This mobile
banking
provides me
with sufficient
information.
.786

This mobile
banking
provides me
with accurate
information.

**

.475

This mobile
banking
provides me
with up-to-date
information.
**

.417

**

.000

.000

.000

70

70

70

**

70
.490

**

.000
70
.382

**

.490

.000
70
1
70
.542

**

.000

.001

.000

70

70

70

.382

**

.001
70
.542

**

.000
70
1

70

Analysis:
In the following table it shows that

The relationship between mobile banking provides information relevant to needs and mobile
banking provides sufficient information is Very Good at 0.786 percent.

The relationship between mobile banking provides with up-to-date information and mobile
banking provides accurate information is Good at 0.542 percent.

The relationship between mobile banking provides sufficient information and mobile banking
provides accurate information is Somehow Good at0 .490 percent.

The relationship between mobile banking provides information relevant to needs and mobile
banking provides accurate information is Somehow Good at 0.475 percent.

The relationship between mobile banking provides information relevant to needs and mobile
banking provides with up-to-date information is Moderate at 0.417 percent.

The relationship between mobile banking provides sufficient information and mobile banking
provides with up-to-date information is Bad at 0.382 percent.

Findings:
There is best relationship between mobile banking provides information relevant to needs and mobile
banking provides sufficient information at 0.786 percent.
3.2.6 Relationship among the variables of Service Quality
Correlations
This mobile
banking
provides
dependable
services.
This mobile banking
provides dependable
services.
This mobile banking
provides prompt services.
This mobile banking
provides professional
services.
This mobile banking
provides personalized
services.

Pearson Correlation

This mobile
banking
provides
prompt
services.
1

Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)

N
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).

This mobile
banking
provides
professional
services.

This mobile
banking
provides
personalized
services.

**

.203

.303

.000

.091

.011

70
1

70
*
.276
.021
70
1

70
*
.283
.018
70
**
.382
.001
70
1

.546

70
**
.546
.000
70
.203
.091
70
*
.303

70
*
.276
.021
70
*
.283

70
**
.382

.011

.018

.001

70

70

70

70

Analysis:
In the following table it shows that

The relationship between mobile banking provides dependable services and mobile banking
provides a prompt service is Good at 0.546 percent.

The relationship between mobile banking provides professional services and mobile banking
provides personalized service is Somehow Good at 0.382 percent.

The relationship between mobile banking provides dependable services and mobile banking
provides personalized service is Somehow Good at 0.303 percent.

The relationship between mobile banking provides prompt services and mobile banking provides
a personalized service is Moderate at 0.283 percent.

The relationship between mobile banking provides prompt services and mobile banking provides
a professional service is Somehow Moderate at 0.276 percent.

The relationship between mobile banking provides dependable services and mobile banking
provides a professional service is Bad at 0.203 percent.

Findings:
There is best relationship between mobile banking provides dependable services and mobile banking
provides prompt services at 0.546 percent.
3.2.7 Relationship among the variables of System Quality
Correlations
This mobile
banking quickly
loads all the
This mobile
This mobile
text and
banking is easy banking is easy
graphics.
to use.
to navigate.
This mobile banking quickly Pearson Correlation
loads all the text and
Sig. (2-tailed)
graphics.
N
This mobile banking is easy Pearson Correlation
to use.
Sig. (2-tailed)
N
This mobile banking is easy Pearson Correlation
to navigate.
Sig. (2-tailed)
This mobile banking is
visually attractive.

N
Pearson Correlation
Sig. (2-tailed)
N

70
.432

**

.000
70
.358

**

.002
70
.448

**

.432

**

.358

**

This mobile
banking is
visually
attractive.
.448

**

.000

.002

.000

70

70

70

**

70
.482

**

.000
70
.341

**

.482

.341

**

.000
70

.004
70

.258

70

.031
70

.258

.000

.004

.031

70

70

70

70

**. Correlation is significant at the 0.01 level (2-tailed).


*. Correlation is significant at the 0.05 level (2-tailed).

Analysis:
In the following table it shows that

The relationship between mobile banking is easy to use and mobile banking is easy to navigate is
Good at 0.482 percent.

The relationship between mobile banking quickly loads all the text and graphics and mobile
banking is visually attractive is Somehow Good at 0.448 percent.

The relationship between mobile banking quickly load all the text and graphics and mobile
banking is easy to use is Somehow Good at 0.432 percent.

The relationship between mobile banking quickly loads all the text and graphics and mobile
banking is easy to navigate is Moderate at 0.358 percent.

The relationship between mobile banking is easy to use and mobile banking is visually attractive
is Somehow Moderate at 0.341 percent.

The relationship between mobile banking is visually attractive and mobile banking is easy to
navigate is Bad at 0.258 percent.

Findings:
There is best relationship between mobile banking is easy to use and mobile banking is easy to navigate
at 0.482 percent.
3.2.8 Relationship among the variables of Perceived benefit
Correlations

I think that using


mobile banking
can save my time
in performing
banking
transactions.
I think that using mobile
banking can save my time in
performing banking
transactions.
I think that using mobile
banking can offer me a wider
range of banking
products,service and
investment oppertunities.

Pearson Correlation

Sig. (2-tailed)

I think that using


mobile banking
can offer me a
wider range of
banking
products,service
and investment
oppertunities.

.251

.595

.036
70

70

70

.065

Sig. (2-tailed)

.595
70

.065

N
Pearson Correlation

I think that using


mobile banking
can save the
transaction
handling fees in
performing
banking
transactions.

.484

**

.000
70

70

I think that using mobile


Pearson Correlation
banking can save the
Sig. (2-tailed)
transaction handling fees in
performing banking
N
transactions.
*. Correlation is significant at the 0.05 level (2-tailed).
**. Correlation is significant at the 0.01 level (2-tailed).

.251

.484

**

.036

.000

70

70

70

Analysis:
In the following table it shows that

The relationship between using mobile banking can offer me a wider range of banking products,
services and investment opportunities and using mobile banking can save the transaction
handling fees in performing banking transactions is Good at 0.484 percent.

The relationship between using mobile banking can save my time in performing banking
transactions and using mobile banking can save the transaction handling fees in performing
banking transactions is Moderate at 0.251 percent.

The relationship between using mobile banking can save my time in performing banking
transactions and using mobile banking can offer me a wider range of banking products, services
and investment opportunities is Worse at 0.065 percent.

Findings:
There is best relationship between using mobile banking can offer me a wider range of banking
products, services and investment opportunities and using mobile banking can save the transaction
handling fees in performing banking transactions at 0.484 percent.
3.2.9 Relationship among the variables of Relative Benefit
Correlations
Mobile banking
has more
advantages
than Internet or Mobile banking
off-line banking
is more
Mobile banking
because
convenient
is more
services are
than Internet or
efficient than
not limited by
off-line
Internet or offlocation.
banking.
line banking.
Mobile banking has more
advantages than Internet or
off-line banking because
services are not limited by
location.
Mobile banking is more
convenient than Internet or
off-line banking.

Pearson Correlation

Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N

70
.709

**

.000
70

.709

**

.673

**

Mobile banking
is more
effective than
Internet or offline banking in
managing a
bank account
.690

**

.000

.000

.000

70

70

70

**

70

.452

.000
70

.550

**

.000
70

Mobile banking is more


Pearson Correlation
efficient than Internet or offSig. (2-tailed)
line banking.
N
Mobile banking is more
Pearson Correlation
effective than Internet or
Sig. (2-tailed)
off-line banking in
managing a bank account N

.673

**

.000
70
.690

**

.452

**

.000
70
.550

**

1
70
.784

**

.000

.000

.000

70

70

70

.784

**

.000
70
1

70

**. Correlation is significant at the 0.01 level (2-tailed).

Analysis:
In the following table it shows that

The relationship between mobile banking is more efficient than internet or off-line banking and
mobile banking is more effective than internet or off-line banking in managing a bank account is
Very Good at 0.784 percent.

The relationship between mobile banking has more advantages than internet or off-line banking
because services are not limited by location and mobile banking is more convenient than internet
or off-line is Good at 0.709 percent.

The relationship between mobile banking has more advantages than internet or off-line banking
because services are not limited by location and mobile banking is more effective than internet
or off-line banking in managing a bank account is Somehow Good at 0.690 percent.

The relationship between mobile banking has more advantages than internet or off-line banking
because services are not limited by location and mobile banking is more efficient than internet or
off-line banking is Moderate at 0.673 percent.

The relationship between mobile banking is more convenient than internet or off-line banking
and mobile banking is more effective than internet or off-line banking in managing a bank
account is Somehow Moderate at 0.550 percent.

The relationship between mobile banking is more convenient than internet or off-line banking
and mobile banking is more efficient than internet or off-line banking is Bad at 0.452 percent.

Findings:
There is best relationship between mobile banking is more efficient than internet or off-line banking and
mobile banking is more effective than internet or off-line banking in managing a bank account at 0.784
percent.

3.2.10 Relationship among the variables of Performance Risk


Correlations

Mobile
banking
might not
perform well
and create
problems
with my
credit
Mobile banking might
not perform well and
create problems with
my credit
The security systems
built into the Mobile
banking system are not
strong enough to
protect my checking
account
The probability that
somethings wrong with
the performance of
Mobile banking is high
Considering the
expected level of
service performance of
Internet banking, for
me to sign up and use,
it would be risky
Mobile banking servers
may not perform well
and thus process
payments incorrectly

Pearson
Correlation
Sig. (2-tailed)
N
Pearson
Correlation
Sig. (2-tailed)
N
Pearson
Correlation
Sig. (2-tailed)
N
Pearson
Correlation
Sig. (2-tailed)
N
Pearson
Correlation
Sig. (2-tailed)

N
**. Correlation is significant at the 0.01 level (2-tailed).

70
.415

**

The security
systems built
into the
Mobile
banking
system are
not strong
enough to
protect my
checking
account

.001

.000

.001

.997

.000

70

70

70

70

**

-.008

.000

.949

.003

70

70

70

70

**

-.016

.000
70
.379

**

Considering
the expected
level of
service
Mobile
performance
banking
of Internet
servers may
banking, for
not perform
me to sign
well and thus
up and use,
process
it would be
payments
risky
incorrectly

**

.415

**

The
probability
that
somethings
wrong with
the
performance
of Mobile
banking is
high

.460

.379

.460

.418

.355

.464

**

**

**

.001
70

.000
70

70

.894
70

.000
70

.001

-.008

-.016

.079

.997

.949

.894

70

70

70

70

70

**

.079

.418

**

.355

**

.464

.516

.000

.003

.000

.516

70

70

70

70

70

Analysis:
In the following table it shows that

The relationship between the probability that somethings wrong with the performance of Mobile
banking is high and mobile banking servers may not perform well and thus process payments
incorrectly is Good at 0.464 percent.

The relationship between the security systems built into the mobile banking system are not strong
enough to protect checking account and the probability that somethings wrong with the
performance of mobile banking is Good 0.460 percent.

The relationship between mobile banking might not perform well and create problems with
credit and mobile banking servers may not perform well and thus process payments incorrectly is
Somehow Good at 0.418 percent.

The relationship between mobile banking might not perform well and create problems with
credit and the security systems built into the mobile banking system are not strong enough to
protect checking account is Somehow Good at 0.415 percent.

The relationship between mobile banking might not perform well and create problems with
credit and the probability that somethings wrong with the performance of mobile banking is
high is Moderate at 0.379 percent.

The relationship between the security systems built into the mobile banking system are not strong
enough to protect checking account and mobile banking servers may not perform well and thus
process payments incorrectly is Somehow Moderate at 0.355 percent.

The relationship between considering the expected level of service performance of internet
banking, to sign up and use, it would be risky and mobile banking servers may not perform well
and thus process payments incorrectly is Bad at 0.079 percent.

The relationship between mobile banking might not perform well and create problems with
credit and considering the expected level of service performance of internet banking, to sign up
and use, it would be risky is Very Bad at 0.0001 percent.

The relationship between the probability that somethings wrong with the performance of mobile
banking is high and considering the expected level of service performance of Internet banking, to
sign up and use, it would be risky is Very Negative at -0.016 percent.

The relationship between the security systems built into the mobile banking system are not strong
enough to protect checking account and considering the expected level of service performance of
internet banking, to sign up and use, it would be risky is Negative at -0.008 percent.

Findings:
There is best relationship between the probability that somethings wrong with the performance of
mobile banking is high and mobile banking servers may not perform well and thus process payments
incorrectly is Good at 0.464 percent.

3.2.11 Relationship among the variables of Financial Risk


Correlations

The chances of losing


money if I use Mobile
banking are high.
Using an Mobile -billpayment service subjects
my checking account to
potential fraud.
My signing up for and using
a Mobile banking service
would lead to a financial
loss for me.

Pearson Correlation

The chances of
losing money if
I use Mobile
banking are
high.

Using an
Mobile -billpayment
service
subjects my
checking
account to
potential fraud.

.846

Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)

N
Using a Mobile-bill-payment Pearson Correlation
service subjects my
Sig. (2-tailed)
checking account to
financial risk.
N

70
.846

**

.000
70
.474

**

.000
70
.723

**

My signing up
for and using
anMobile
banking service
would lead to a
financial loss
for me.

**

.474

**

Using
anMobile-billpayment
service
subjects my
checking
account to
financial risk.
.723

**

.000

.000

.000

70

70

70

**

70
.444

**

.000
70
.733

**

.444

.000
70
1
70
.493

.733

.000
70
.493

.000

.000

70

70

70

**

.000
70

**

.000

**

70

**. Correlation is significant at the 0.01 level (2-tailed).

Analysis:
In the following table it shows that

The relationship between the chances of losing money is high and using mobile -bill-payment
service subjects checking account to potential fraud is Excellent at 0.846 percent.

The relationship between using a mobile -bill-payment service subjects checking account to
potential fraud and using a mobile-bill-payment service subjects checking account to financial
risk is Very Good at 0.733 percent.

The relationship between the chances of losing money is high and using a mobile-bill-payment
service subject checking account to financial risk is Good at 0.723 percent.

The relationship between signing up for and using a mobile banking service would lead to a
financial loss and using a mobile-bill-payment service subject checking account to financial risk
is Moderate at 0.493 percent.

The relationship between the chances of losing money is high and signing up for and using a
mobile banking service would lead to a financial loss is Somehow Moderate at 0.474 percent.

The relationship between using an mobile -bill-payment service subjects checking account to
potential fraud and signing up for and using a mobile banking service would lead to a financial
loss is Bad at 0.444 percent.

Findings:
There is best relationship between the chances of losing money is high and using mobile -bill-payment
service subject checking account to potential fraud at 0.846 percent.
3.2.12 Relationship among the variables of Behavioral Intention
Correlations

I intend to use the


system in the next
months

Pearson
Correlation
Sig. (2-tailed)

I predict I would use


Mobile banking in the
next months

N
Pearson
Correlation
Sig. (2-tailed)

I intend to
use the
system in the
next months

I predict I
would use
Mobile
banking in
the next
months

.810

N
I plan to use the system Pearson
in the next months
Correlation
Sig. (2-tailed)
I intend to consult the
balance of my account
on the platform of
Mobile banking
I intend to perform a
transfer on the platform
of Mobile banking

N
Pearson
Correlation
Sig. (2-tailed)
N
Pearson
Correlation
Sig. (2-tailed)

N
**. Correlation is significant at the 0.01 level (2-tailed).

70
.810

**

.000
70
.579

**

.000
70
.350

**

.003
70
.439

**

I plan to use
the system in
the next
months
**

.579

**

I intend to
consult the
balance of
my account
on the
platform of
Mobile
banking
.350

**

I intend to
perform a
transfer on
the platform
of Mobile
banking
.439

**

.000

.000

.003

.000

70

70

70

70

**

**

70
.731

**

.000
70
.404

**

.001
70
.477

**

.731

.000
70
1

70
.362

**

.002
70
.451

**

.404

.001
70
.362

**

.002
70
1

70
.520

**

.000

.000

.000

.000

70

70

70

70

.477

**

.000
70
.451

**

.000
70
.520

**

.000
70
1

70

Analysis:
In the following table it shows that

The relationship between intention to use the system in the next months and prediction to use
mobile banking in the next months is Excellent at 0.810 percent.

The relationship between prediction to use mobile banking in the next months and planning to
use the system in the next months is Very Good at 0.731 percent.

The relationship between intention to use the system in the next months and planning to use the
system in the next months is Good at 0.579 percent.

The relationship between intention to consult the balance of account on the platform of mobile
banking and intention to perform a transfer on the platform of mobile banking is Somehow Good
at 0.520 percent.

The relationship between prediction to use mobile banking in the next months and intention to
perform a transfer on the platform of mobile banking is Not Good at 0.477 percent.

The relationship between planning to use the system in the next months and intention to perform
a transfer on the platform of mobile banking is Not Good at 0.451 percent.

The relationship between intention to use the system in the next months and intention to perform
a transfer on the platform of mobile banking is Moderate at 0.439 percent.

The relationship between prediction to use mobile banking in the next months and intention to
consult the balance of account on the platform of mobile banking is Moderate at .404 percent.

The relationship between planning to use the system in the next months and intention to consult
the balance of account on the platform of mobile banking is Somehow Bad at 0.362 percent.

The relationship between intention to use the system in the next months and intention to consult
the balance of account on the platform of mobile banking is Bad at 0.350 percent.

Findings:
There is best relationship between intention to use the system in the next months and prediction to use
mobile banking in the next months at 0.810 percent.

3.3 Regression Analysis of the Variables


In this research we r using multiple regression for determining the strength of the relationship. Multiple
linear regression uses two or more independent variable to explain or predict the outcome of the
dependent variable.

The regression model equation is:


y = a + 1x1 + 2x2 + 3x3 + ... + nxn + u
Where:
y = the dependent variable
x = the independent variable using to predict y
a = the intercept
= the slope
u = the regression residual (error)

We are taking the following two tables from the regression analysis of the variables. The Model
Summary represents the significance of the model, the R and R2 values. The significance column
indicates the statistical significance of the regression model that was run. The R value represents the
simple correlation and the R2 value indicates how much of the total variation in the dependent variable
can be explained by the independent variables.
The Coefficients table provides us with the necessary information to predict the dependent variable
from the independent variable, as well as determine whether independent variable contributes
statistically significantly to the model. Furthermore, we can use the values in the "B" column under the
"Unstandardized Coefficients" column to present the regression equation as y= b0 + b1x1 + b2x2 +
b3x3 + ... + bnxn. Here b0 is the intercept and b1, b2, b3, ,bn are analogous to the slope in linear
regression equation and are also called regression coefficients. They can be interpreted the same way as
slope.

3.3.1 Effect of variables on Performance Expectancy


All statistical tests were carried out at a 5 percent level (.05) of significance.
To overcome the error, we are using the process of Stepwise Regression.
Model Summary
Change Statistics

Model

R Square

Adjusted R

Std. Error of

R Square

Square

the Estimate

Change

Sig. F
F Change

df1

df2

Change

.740

.548

.541

.44071

.548

82.434

68

.000

.900

.809

.804

.28841

.261

91.778

67

.000

.957

.915

.912

.19355

.106

82.772

66

.000

1.000

1.000

.00000

.085

65

1.000

a. Predictors: (Constant), Mobile banking is useful to carry out my tasks.


b. Predictors: (Constant), Mobile banking is useful to carry out my tasks., I think that using Mobile banking would improve
my performance
c. Predictors: (Constant), Mobile banking is useful to carry out my tasks., I think that using Mobile banking would improve
my performance, I think that using Mobile banking would enable me to conduct tasks more quickly.
d. Predictors: (Constant), Mobile banking is useful to carry out my tasks., I think that using Mobile banking would improve
my performance, I think that using Mobile banking would enable me to conduct tasks more quickly., I think that using
Mobile banking would increase my productivity
e. Dependent Variable: PERE

Coefficients
Standardiz
Unstandardized

ed

Coefficients

Coefficients

Correlations
Zero-

Model
3

B
(Constant)

Std. Error
.538

.127

.294

.027

.301

.027

Beta

Sig.

order

Partial

Part

4.226

.000

.442

10.973

.000

.740

.804

.393

.442

11.254

.000

.720

.811

.403

Mobile banking is
useful to carry out
my tasks.
I think that using
Mobile banking
would improve my
performance

I think that using


Mobile banking
would enable me to

.269

.030

.374

9.098

.000

.724

.746

.326

conduct tasks more


quickly.
a. Dependent Variable: PERE

Analysis:
In the following table of summery indicates that the regression model predicts the dependent variable
(performance expectancy) significantly well. Here the statistical significance of the regression model 1,
2 and 3 (column sig. F change) is .000 which is less than 0.05, and indicates that overall, the regression
model statistically significantly predicts the outcome variable.
Here the value of R2 is 0.548 for model 1, 0.809 for model 2, 0.915 for model 3 and 1.00 for model 4.
The value of R2 is highest in model 3 which fits the model best (R2=0.915, F=82.772). In this case,
91.5% can be explained, which is very large. So the 3rd model is the actual model of our analysis.
The coefficient table presents the intercept (constant) is 0.538. The factors- usefulness to carry out task
(=.294,T=10.973, Sig.=.000), improving performance (=.301,T=11.254, Sig.=.000) and conducting
tasks more quickly (=.269,T=9.098, Sig.=.000) which are independent have made impact on
performance expectancy at .000 significant level.
Regression Equation:
y = a + 1x1 + 2x2 + 3x3
Performance Expectancy = 0.538 + 0.294(useful to carry out tasks) + 0.301(improving performance)
+ 0.269(conducting tasks more quickly)
Findings:
The model equation indicates that performance expectancy will increase by

0.294 units if usefulness to carry out tasks increased by 1 unit

0.301 units if improving performance increased by 1 unit

0.269 units if conducting tasks more quickly increased by 1 unit

3.3.2 Effect of variables on Effort Expectancy


All statistical tests were carried out at a 5 percent level (.05) of significance.
To overcome the error, we are using the process of Stepwise Regression.

Model Summary
Change Statistics
R

Adjusted R

Std. Error of

R Square

Sig. F

Square

Square

the Estimate

Change

Change

Model

.858

.735

.732

.39243

.735

189.062

68

.000

.946

.895

.892

.24897

.160

101.947

67

.000

1.000

1.000

.00000

.105

66

2
3

1.000

df1

df2

Change

a. Predictors: (Constant), It would be easy for me to become skillful at using Mobile banking.
b. Predictors: (Constant), It would be easy for me to become skillful at using Mobile banking., My interaction with Mobile
banking would be clear and understandable.
c. Predictors: (Constant), It would be easy for me to become skillful at using Mobile banking., My interaction with Mobile
banking would be clear and understandable., I would find Mobile banking easy to use.
d. Dependent Variable: EFE

Coefficients
Standardize
Unstandardized

Coefficients

Coefficients

Correlations
Zero-

Model
2

B
(Constant)

Std. Error
.761

.142

.501

.032

.323

.032

Beta

Sig.

order

Partial

Part

5.369

.000

.685

15.887

.000

.858

.889

.629

.435

10.097

.000

.707

.777

.400

It would be easy for


me to become skillful
at using Mobile
banking.
My interaction with
Mobile banking would
be clear and
understandable.
a. Dependent Variable: EFE

Analysis:
In the following table of summery indicates that the regression model predicts the dependent variable
(effort expectancy) significantly well. Here the statistical significance of the regression model 1 and
2 (column sig. F change) is .000 which is less than 0.05, and indicates that overall, the regression model
statistically significantly predicts the outcome variable.

Here the value of R2 is 0.735 for model 1, 0.892 for model 2 and 1.00 for model 3. The value of R2 is
highest in model 2 which fits the model best (R2=0.895, F=101.947). In this case, 89.5% can be
explained, which is very large. So the 2nd model is the actual model of our analysis.
The coefficient table presents the intercept (constant) is 0.761. The factors- easy to become skillful at
using mobile banking (=.501, T=15.887, Sig.=.000) and interaction with mobile banking is clear and
understandable (=.323, T=10.097, Sig.=.000) which are independent have made impact on effort
expectancy at .000 significant level.
Regression Equation:
y = a + 1x1 + 2x2
Effort Expectancy = 0.761 + 0.501(easy to become skillful at using mobile banking) +
0.323(interaction with mobile banking is clear and understandable)
Findings:
The model equation indicates that performance expectancy will increase by

0.501 units if easy to become skillful at using mobile banking increased by 1 unit

0.323 units if interaction with mobile banking is clear and understandable increased by 1 unit

3.3.3 Effect of variables on Social Influences


All statistical tests were carried out at a 5 percent level (.05) of significance.
To overcome the error, we are using the process of Stepwise Regression.
Model Summary
Change Statistics

Model
1
2
3
4
5

Adjusted R

Std. Error of

R Square

Square

Square

the Estimate

Change

Change

Sig. F
df1

df2

Change

.889

.791

.788

.43061

.791

257.017

68

.000

.934

.872

.869

.33888

.082

42.797

67

.000

.955

.952

.20378

.082

119.280

66

.000

.988

.977

.975

.14733

.022

61.274

65

.000

1.000

1.000

1.000

.00000

.023

64

.977

a. Predictors: (Constant), Having Mobile banking services is a status symbol in my environment.


b. Predictors: (Constant), Having Mobile banking services is a status symbol in my environment., People in my
environment who use Mobile banking services have more prestige than those who do not.
c. Predictors: (Constant), Having Mobile banking services is a status symbol in my environment., People in my
environment who use Mobile banking services have more prestige than those who do not., People who are important to
me think that I should use Mobile banking.

d. Predictors: (Constant), Having Mobile banking services is a status symbol in my environment., People in my
environment who use Mobile banking services have more prestige than those who do not., People who are important to
me think that I should use Mobile banking., People in my environment who use Mobile banking services have a high
profile.
e. Predictors: (Constant), Having Mobile banking services is a status symbol in my environment., People in my
environment who use Mobile banking services have more prestige than those who do not., People who are important to
me think that I should use Mobile banking., People in my environment who use Mobile banking services have a high
profile., People who influence my behavior think that I should use Mobile banking
f. Dependent Variable: SOCI

Coefficients
Standardize
Unstandardized

Coefficients

Coefficients

Correlations
Zero-

Model
4

B
(Constant)

Std. Error
.248

.073

.230

.021

.202

Beta

Sig.

order

Partial

Part

3.407

.001

.350

10.866

.000

.889

.803

.206

.022

.284

9.289

.000

.828

.755

.176

.317

.020

.339

16.006

.000

.637

.893

.304

.181

.023

.261

7.828

.000

.824

.697

.149

Having Mobile
banking services is a
status symbol in my
environment.
People in my
environment who use
Mobile banking
services have more
prestige than those
who do not.
People who are
important to me think
that I should use
Mobile banking.
People in my
environment who use
Mobile banking
services have a high
profile.
a. Dependent Variable: SOCI

Analysis:
In the following table of summery indicates that the regression model predicts the dependent variable
(social influences) significantly well. Here the statistical significance of the regression model 1, 2, 3 and
4 (column sig. F change) is .000 which is less than 0.05, and indicates that overall, the regression model
statistically significantly predicts the outcome variable.
Here the value of R2 is 0.791 for model 1, 0.872 for model 2, 0.955 for model 3, 0.977 for model 4 and
1.00 for model 5. The value of R2 is highest in model 4 which fits the model best (R2=0.977, F=61.274).
In this case, 97.7% can be explained, which is very large. So the 4th model is the actual model of our
analysis.
The coefficient table presents the intercept (constant) is 0.248. The factors- having mobile banking
services is a status symbol (=.230,T=10.866, Sig.=.000), people who use mobile banking services have
more prestige than those who do not (=.202,T=9.289, Sig.=.000), important people think that mobile
banking should be used (=.317,T=16.006, Sig.=.000) and people who use mobile banking services have
a high profile (=.181,T=7.828, Sig.=.000)

which are independent have made impact on social

influence at .000 significant level.


Regression Equation:
y = a + 1x1 + 2x2 + 3x3+ 4x4
Social Influence = 0.248 + 0.230(having mobile banking services is a status symbol) + 0.202(people
who use mobile banking services have more prestige than those who do not)
+ 0.317(important people think that mobile banking should be used) + 0.181(people who use mobile
banking services have a high profile)
Findings:
The model equation indicates that performance expectancy will increase by

0.230 units if having mobile banking services is a status symbol increased by 1 unit

0.202 units if people who use mobile banking services have more prestige than those who do not
increased by 1 unit

0.317 units if important people think that mobile banking should be used increased by 1 unit

0.181 units if people who use mobile banking services have a high profile increased by 1 unit

3.3.4 Effect of variables on Facilitating Condition


All statistical tests were carried out at a 5 percent level (.05) of significance.
To overcome the error, we are using the process of Stepwise Regression.
Model Summary
Change Statistics

Model

1
2
3

Adjusted R

Std. Error of

R Square

Sig. F

Square

Square

the Estimate

Change

Change

df1

df2

Change

.634

.402

.393

.42790

.402

45.707

68

.000

.863

.744

.737

.28184

.342

89.740

67

.000

1.000

1.000

.00000

.256

66

1.000

a. Predictors: (Constant), I have the knowledge necessary to use Mobile banking.


b. Predictors: (Constant), I have the knowledge necessary to use Mobile banking., Mobile banking is not compatible with
other systems I use.
c. Predictors: (Constant), I have the knowledge necessary to use Mobile banking., Mobile banking is not compatible with
other systems I use., I have the resources necessary to use Mobile banking.
d. Dependent Variable: FCON

Coefficients
Standardize
Unstandardized

Coefficients

Coefficients

Correlations
Zero-

Model
2

B
(Constant)

Std. Error
.998

.188

.440

.036

.298

.032

Beta

Sig.

order

Partial

Part

5.310

.000

.763

12.065

.000

.634

.828

.745

.599

9.473

.000

.435

.757

.585

I have the knowledge


necessary to use
Mobile banking.
Mobile banking is not
compatible with other
systems I use.
a. Dependent Variable: FCON

Analysis:
In the following table of summery indicates that the regression model predicts the dependent variable
(facilitating condition) significantly well. Here the statistical significance of the regression model 1 and

2 (column sig. F change) is .000 which is less than 0.05, and indicates that overall, the regression model
statistically significantly predicts the outcome variable.
Here the value of R2 is 0.402 for model 1, 0.744 for model 2 and 1.00 for model 3. The value of R2 is
highest in model 2 which fits the model best (R2=0.744, F=89.740). In this case, 74.4% can be
explained, which is very large. So the 2nd model is the actual model of our analysis.
The coefficient table presents the intercept (constant) is 0.998. The factors- having the knowledge
necessary to use mobile banking (=.440, T=12.065, Sig.=.000) and mobile banking is not compatible
with other systems (=.298,T=9.473, Sig.=.000) which are independent have made impact on facilitating
condition at .000 significant level.
Regression Equation:
y = a + 1x1 + 2x2
Facilitating Condition = 0.998 + 0.440(having the knowledge necessary to use mobile banking) +
0.298(mobile banking is not compatible with other systems)
Findings:
The model equation indicates that performance expectancy will increase by

0.440 units if having the knowledge necessary to use mobile banking increased by 1 unit

0.298 units if the compatibility of mobile banking with other system increased by 1 unit

3.3.5 Effect of variables on Information Quality

All statistical tests were carried out at a 5 percent level (.05) of significance.
To overcome the error, we are using the process of Stepwise Regression.
Model Summary
Change Statistics
Mode

Adjusted R

Std. Error of

R Square

Square

Square

the Estimate

Change

Sig. F

.852

.727

.723

.43466

.727

180.690

68

.000

.948

.898

.895

.26768

.171

112.304

67

.000

.959

.957

.17146

.061

97.292

66

.000

1.000

1.000

.00000

.041

65

.000

2
3

.979

4
1.000

F Change

8059316873
637965.000

df1

df2

Change

a. Predictors: (Constant), This mobile banking provides me with information relevant to my needs.
b. Predictors: (Constant), This mobile banking provides me with information relevant to my needs., This mobile banking
provides me with accurate information.

c. Predictors: (Constant), This mobile banking provides me with information relevant to my needs., This mobile banking
provides me with accurate information., This mobile banking provides me with up-to-date information.
d. Predictors: (Constant), This mobile banking provides me with information relevant to my needs., This mobile banking
provides me with accurate information., This mobile banking provides me with up-to-date information., This mobile
banking provides me with sufficient information.
e. Dependent Variable: INFOQ

Coefficients
Standardize
Unstandardized

Coefficients

Coefficients

Correlations
Zero-

Model
3

B
(Constant)

Std. Error
.072

.092

.434

.022

.294

.251

Beta

Sig.

order

Partial

Part

.790

.433

.567

19.470

.000

.852

.923

.487

.027

.337

10.695

.000

.769

.796

.268

.025

.301

9.864

.000

.720

.772

.247

This mobile banking


provides me with
information relevant
to my needs.
This mobile banking
provides me with
accurate information.
This mobile banking
provides me with upto-date information.
a. Dependent Variable: INFOQ

Analysis:
In the following table of summery indicates that the regression model predicts the dependent variable
(information quality) significantly well. Here the statistical significance of the regression model 1, 2 and
3(column sig. F change) is .000 which is less than 0.05, and indicates that overall, the regression model
statistically significantly predicts the outcome variable.
Here the value of R2 is 0.727 for model 1, 0.898 for model 2, 0.959 for model 3 and 1.00 for model 4.
The value of R2 is highest in model 3 which fits the model best (R2=0.959, F=97.292). In this case,
95.9% can be explained, which is very large. So the 3rd model is the actual model of our analysis.
The coefficient table presents the intercept (constant) is 0.072. The factors- mobile banking provides
information relevant to needs (=.434, T=19.470, Sig.=.000), mobile banking provides accurate

information (=.294, T=10.695, Sig. =.000) and mobile banking provides me with up-to-date
information (=.251, T=9.864, Sig.=.000) which are independent have made impact on information
quality at .000 significant level.
Regression Equation:
y = a + 1x1 + 2x2 + 3x3
Information Quality = 0.072 + 0.434(provides information relevant to needs) + 0.294(provides
accurate information) + 0.251(provides me with up-to-date information)
Findings:
The model equation indicates that performance expectancy will increase by

0.434 units if mobile banking provides information relevant to needs increased by 1 unit

0.294 units if mobile banking provides accurate information increased by 1 unit

0.251 units if mobile banking provides me with up-to-date information increased by 1 unit

3.3.6 Effect of variables on Service Quality


All statistical tests were carried out at a 5 percent level (.05) of significance.
To overcome the error, we are using the process of Stepwise Regression.
Model Summary
Change Statistics

Model
1
2
3
4

Adjusted R

Std. Error of

R Square

Square

Square

the Estimate

Change

Change

Sig. F
df1

df2

Change

.744

.553

.546

.50843

.553

84.101

68

.000

.919

.845

.840

.30196

.292

125.782

67

.000

.948

.946

.17600

.103

131.230

66

.000

1.000

1.000

.00000

.052

65

.974
1.000

a. Predictors: (Constant), This mobile banking provides dependable services.


b. Predictors: (Constant), This mobile banking provides dependable services., This mobile banking provides personalized
services.
c. Predictors: (Constant), This mobile banking provides dependable services., This mobile banking provides personalized
services., This mobile banking provides professional services.
d. Predictors: (Constant), This mobile banking provides dependable services., This mobile banking provides personalized
services., This mobile banking provides professional services., This mobile banking provides prompt services.
e. Dependent Variable: SRVQ

Coefficients
Standardize
Unstandardized

Coefficients

Coefficients

Correlations
Zero-

Model
3

B
(Constant)

Std. Error
.495

.096

.336

.018

.263

.283

Beta

Sig.

order

Partial

Part

5.157

.000

.538

18.178

.000

.744

.913

.510

.019

.444

14.149

.000

.740

.867

.397

.025

.350

11.456

.000

.628

.816

.322

This mobile banking


provides dependable
services.
This mobile banking
provides personalized
services.
This mobile banking
provides professional
services.
a. Dependent Variable: SRVQ

Analysis:
In the following table of summery indicates that the regression model predicts the dependent variable
(service quality) significantly well. Here the statistical significance of the regression model 1, 2 and
3 (column sig. F change) is .000 which is less than 0.05, and indicates that overall, the regression model
statistically significantly predicts the outcome variable.
Here the value of R2 is 0.553 for model 1, 0.845 for model 2, 0.948 for model 3 and 1.00 for model 4.
The value of R2 is highest in model 3 which fits the model best (R2=0.974, F=131.230). In this case,
94.8% can be explained, which is very large. So the 3rd model is the actual model of our analysis.
The coefficient table presents the intercept (constant) is 0.495. The factors- mobile banking provides
dependable services (=.336, T=18.178, Sig. =.000), mobile banking provides personalized services
(=.263, T=14.149, Sig. =.000) and mobile banking provides professional services (=.283, T=11.456,
Sig. =.000) which are independent have made impact on service quality at .000 significant level.
Regression Equation:
y = a + 1x1 + 2x2 + 3x3
Information Quality = 0.495 + 0.336(provides dependable services) + 0.263(provides personalized
services) + 0.283(provides professional services)

Findings:
The model equation indicates that performance expectancy will increase by

0.336 units if mobile banking provides dependable services increased by 1 unit

0.263 units if mobile banking provides personalized services increased by 1 unit

0.283 units if mobile banking provides professional services increased by 1 unit

3.3.7 Effect of variables on System Quality


All statistical tests were carried out at a 5 percent level (.05) of significance.
To overcome the error, we are using the process of Stepwise Regression.
Model Summary
Change Statistics
R

Adjusted R

Std. Error of

R Square

Square

Square

the Estimate

Change

Sig. F

Model

.779

.607

.601

.45795

.607

104.939

68

.000

.899

.808

.802

.32261

.201

70.024

67

.000

.932

.928

.19391

.124

119.442

66

.000

65

.000

2
3

.965

F Change

df1

df2

Change

1001551053
1.000

1.000

1.000

.00000

.068

8658050.00
0

a. Predictors: (Constant), This mobile banking quickly loads all the text and graphics.
b. Predictors: (Constant), This mobile banking quickly loads all the text and graphics., This mobile banking is easy to use.
c. Predictors: (Constant), This mobile banking quickly loads all the text and graphics., This mobile banking is easy to use.,
This mobile banking is visually attractive.
d. Predictors: (Constant), This mobile banking quickly loads all the text and graphics., This mobile banking is easy to use.,
This mobile banking is visually attractive., This mobile banking is easy to navigate.
e. Dependent Variable: SYSQ

Coefficients
Standardize
Unstandardized

Coefficients

Coefficients

Correlations
Zero-

Model
3

B
(Constant)

Std. Error
.390

.113

.284

.026

Beta

Sig.
3.461

.001

10.913

.000

order

Partial

Part

This mobile banking


quickly loads all the
text and graphics.

.417

.779

.802

.351

This mobile banking


is easy to use.
This mobile banking
is visually attractive.

.348

.030

.424

11.684

.000

.741

.821

.376

.260

.024

.400

10.929

.000

.732

.803

.352

a. Dependent Variable: SYSQ

Analysis:
In the following table of summery indicates that the regression model predicts the dependent variable
(system quality) significantly well. Here the statistical significance of the regression model 1, 2, 3 and
4 (column sig. F change) is .000 which is less than 0.05, and indicates that overall, the regression model
statistically significantly predicts the outcome variable.
Here the value of R2 is 0.607 for model 1, 0.808 for model 2, 0.932 for model 3 and 1.00 for model 4.
The value of R2 is highest in model 3 which fits the model best (R2=0.932, F=119.442). In this case,
93.2% can be explained, which is very large. So the 3rd model is the actual model of our analysis.
The coefficient table presents the intercept (constant) is 0.390. The factors- mobile banking quickly
loads all the text and graphics (=.284, T=10.913, Sig.=.000), mobile banking is easy to use (=.348,
T=44.684, Sig.=.000) and mobile banking is visually attractive (=.260, T=10.929, Sig.=.000) which
are independent have made impact on system quality at .000 significant level.
Regression Equation:
y = a + 1x1 + 2x2 + 3x3
Information Quality = 0.390 + 0.284(quickly loads all the text and graphics) + 0.348(easy to use) +
0.260(visually attractive)
Findings:
The model equation indicates that performance expectancy will increase by

0.284 units if mobile banking quickly loads all the text and graphics increased by 1 unit

0.348 units if mobile banking is easy to use increased by 1 unit

0.260 units if mobile banking is visually attractive increased by 1 unit

3.3.8 Effect of variables on Perceived Benefit


All statistical tests were carried out at a 5 percent level (.05) of significance.
To overcome the error, we are using the process of Stepwise Regression.

Model Summary
Change Statistics
Std. Error of

R Square

Square

the Estimate

Change

Sig. F

Model

.843

.711

.707

.40164

.711

167.455

68

.000

.931

.867

.864

.27409

.156

79.015

67

.000

1.000

1.000

.00000

.133

66

2
3

R Square

Adjusted R

1.000

F Change

df1

df2

Change

a. Predictors: (Constant), I think that using mobile banking can save the transaction handling fees in performing banking
transactions.
b. Predictors: (Constant), I think that using mobile banking can save the transaction handling fees in performing banking
transactions., I think that using mobile banking can save my time in performing banking transactions.
c. Predictors: (Constant), I think that using mobile banking can save the transaction handling fees in performing banking
transactions., I think that using mobile banking can save my time in performing banking transactions., I think that using
mobile banking can save my time in performing banking transactions.
d. Dependent Variable: PRCB

Coefficients
Standardize
Unstandardized

Coefficients

Coefficients

Correlations
Zero-

Model
2

B
(Constant)

Std. Error

1.206

.121

.403

.033

.314

.035

Beta

Sig.

order

Partial

Part

9.973

.000

.625

12.289

.000

.843

.832

.547

.452

8.889

.000

.754

.736

.395

I think that using


mobile banking can
save the transaction
handling fees in
performing banking
transactions.
I think that using
mobile banking can
save my time in
performing banking
transactions.
a. Dependent Variable: PRCB

Analysis:
In the following table of summery indicates that the regression model predicts the dependent variable
(perceived benefit) significantly well. Here the statistical significance of the regression model 1 and
2(column sig. F change) is .000 which is less than 0.05, and indicates that overall, the regression model
statistically significantly predicts the outcome variable.
Here the value of R2 is 0.711 for model 1, 0.867 for model 2 and 1.00 for model 3. The value of R2 is
highest in model 2 which fits the model best (R2=0.867, F=79.015). In this case, 86.7% can be
explained, which is very large. So the 2nd model is the actual model of our analysis.
The coefficient table presents the intercept (constant) is 1.206. The factors- save the transaction
handling fees in performing banking transactions (=.403, T=12.289, Sig.=.000) and save time in
performing banking transactions (=.314, T=8.889, Sig.=.000) which are independent have made
impact on perceived benefit at .000 significant level.
Regression Equation:
y = a + 1x1 + 2x2
Information Quality = 1.206 + 0.403 (save the transaction handling fees in performing banking
transactions) + 0.314 (save time in performing banking transactions)
Findings:
The model equation indicates that performance expectancy will increase by

0.403units if save the transaction handling fees in performing banking transactions increased by
1 unit

0.314 units if save time in performing banking transactions increased by 1 unit

3.3.9 Effect of variables on Relative Benefit:


All statistical tests were carried out at a 5 percent level (.05) of significance.
To overcome the error, we are using the process of Stepwise Regression.
Model Summary
Change Statistics
Std. Error of

R Square

Square

the Estimate

Change

Sig. F

Model

.905

.819

.816

.44401

.819

306.996

68

.000

.969

.939

.937

.25997

.120

131.364

67

.000

R Square

Adjusted R

F Change

df1

df2

Change

.978

.977

.15613

.039

119.761

66

.000

1.000

1.000

.00000

.022

65

.989

1.000

a. Predictors: (Constant), Mobile banking has more advantages than Internet or off-line banking because services are not
limited by location.
b. Predictors: (Constant), Mobile banking has more advantages than Internet or off-line banking because services are not
limited by location., Mobile banking is more effective than Internet or off-line banking in managing a bank account
c. Predictors: (Constant), Mobile banking has more advantages than Internet or off-line banking because services are not
limited by location., Mobile banking is more effective than Internet or off-line banking in managing a bank account, Mobile
banking is more convenient than Internet or off-line banking.
d. Predictors: (Constant), Mobile banking has more advantages than Internet or off-line banking because services are not
limited by location., Mobile banking is more effective than Internet or off-line banking in managing a bank account, Mobile
banking is more convenient than Internet or off-line banking., Mobile banking is more efficient than Internet or off-line
banking.
e. Dependent Variable: RELB

Coefficients
Standardize
Unstandardized

Coefficients

Coefficients

Correlations
Zero-

Model
3

B
(Constant)

Std. Error
.317

.061

.316

.024

.386

.225

Beta

Sig.

order

Partial

Part

5.175

.000

.396

13.219

.000

.905

.852

.240

.022

.446

17.654

.000

.875

.908

.321

.021

.284

10.944

.000

.809

.803

.199

Mobile banking has


more advantages than
Internet or off-line
banking because
services are not
limited by location.
Mobile banking is
more effective than
Internet or off-line
banking in managing
a bank account
Mobile banking is
more convenient than
Internet or off-line
banking.
a. Dependent Variable: RELB

Analysis:
In the following table of summery indicates that the regression model predicts the dependent variable
(relative benefit) significantly well. Here the statistical significance of the regression model 1, 2 and
3 (column sig. F change) is .000 which is less than 0.05, and indicates that overall, the regression model
statistically significantly predicts the outcome variable.
Here the value of R2 is 0.891 for model 1, 0.939 for model 2, 0.978 for model 3 and 1.00 for model 4.
The value of R2 is highest in model 3 which fits the model best (R2=0.978, F=119.761). In this case,
97.8% can be explained, which is very large. So the 3rd model is the actual model of our analysis.
The coefficient table presents the intercept (constant) is 0.317. The factors- more advantages than
Internet or off-line banking (=.316, T=13.219, Sig.=.000), more effective than Internet or off-line
banking in managing a bank account (=.386, T=17.654, Sig.=.000) and more convenient than Internet
or off-line banking (=.225, T=10.944, Sig.=.000) which are independent have made impact on relative
benefit at .000 significant level.
Regression Equation:
y = a + 1x1 + 2x2 + 3x3
Information Quality = 0.317 + 0.316 (more advantages than Internet or off-line banking) + 0.386
(more effective than Internet or off-line banking in managing a bank account) + 0.225
(more convenient than Internet or off-line banking)
Findings:
The model equation indicates that performance expectancy will increase by

0.316 units if more advantages than Internet or off-line banking increased by 1 unit

0.386 units if more effective than Internet or off-line banking in managing a bank account
increased by 1 unit

0.225 units if more convenient than Internet or off-line banking increased by 1 unit

3.3.10 Effect of variables on Performance Risk


All statistical tests were carried out at a 5 percent level (.05) of significance.
To overcome the error, we are using the process of Stepwise Regression.

Model Summary
Change Statistics
Std. Error of

R Square

Square

the Estimate

Change

Sig. F

Model

.644

.414

.406

.62264

.414

48.119

68

.000

.857

.735

.727

.42186

.321

81.134

67

.000

.895

.890

.26731

.160

100.865

66

.000

.977

.955

.953

.17603

.060

87.208

65

.000

1.000

1.000

1.000

.00000

.045

64

2
3
4
5

R Square

Adjusted R

.946

F Change

df1

df2

Change

a. Predictors: (Constant), Mobile banking servers may not perform well and thus process payments incorrectly
b. Predictors: (Constant), Mobile banking servers may not perform well and thus process payments incorrectly, Considering
the expected level of service performance of Internet banking, for me to sign up and use, it would be risky
c. Predictors: (Constant), Mobile banking servers may not perform well and thus process payments incorrectly, Considering
the expected level of service performance of Internet banking, for me to sign up and use, it would be risky , The security
systems built into the Mobile banking system are not strong enough to protect my checking account
d. Predictors: (Constant), Mobile banking servers may not perform well and thus process payments incorrectly, Considering
the expected level of service performance of Internet banking, for me to sign up and use, it would be risky , The security
systems built into the Mobile banking system are not strong enough to protect my checking account , Mobile banking might
not perform well and create problems with my credit
e. Predictors: (Constant), Mobile banking servers may not perform well and thus process payments incorrectly, Considering
the expected level of service performance of Internet banking, for me to sign up and use, it would be risky , The security
systems built into the Mobile banking system are not strong enough to protect my checking account , Mobile banking might
not perform well and create problems with my credit , The probability that somethings wrong with the performance of Mobile
banking is high
f. Dependent Variable: PERSK

Coefficients
Standardize
Unstandardized

Coefficients

Coefficients

Correlations
Zero-

Model
4

B
(Constant)

Std. Error
.246

.089

.257

.021

Beta

Sig.
2.763

.007

12.018

.000

order

Partial

Part

Mobile banking
servers may not
perform well and thus
process payments
incorrectly

.357

.644

.830

.315

Considering the
expected level of
service performance
of Internet banking,

.197

.009

.590

22.384

.000

.615

.941

.587

.258

.022

.342

11.557

.000

.582

.820

.303

.226

.024

.284

9.339

.000

.575

.757

.245

for me to sign up and


use, it would be risky
The security systems
built into the Mobile
banking system are
not strong enough to
protect my checking
account
Mobile banking might
not perform well and
create problems with
my credit
a. Dependent Variable: PERSK

Analysis:
In the following table of summery indicates that the regression model predicts the dependent variable
(performance risk) significantly well. Here the statistical significance of the regression model 1, 2, 3 and
4(column sig. F change) is .000 which is less than 0.05, and indicates that overall, the regression model
statistically significantly predicts the outcome variable.
Here the value of R2 is 0.414 for model 1, 0.735 for model 2, 0.895 for model 3, 0.955 for model 4 and
1.00 for model 5. The value of R2 is highest in model 4 which fits the model best (R2=0.955, F=87.208).
In this case, 95.5% can be explained, which is very large. So the 4th model is the actual model of our
analysis.
The coefficient table presents the intercept (constant) is 0.246. The factors- may not perform well and
thus process payments incorrectly (=.257, T=12.018, Sig.=.000), sign up and use, it would be risky
(=.197, T=22.384, Sig.=.000), security systems are not strong enough to protect account (=.258,
T=11.557, Sig.=.000) and might not perform well and create problems with credit (=.226, T=9.339,
Sig.=.000) which are independent have made impact on performance risk at .000 significant level.

Regression Equation:
y = a + 1x1 + 2x2 + 3x3+ 4x4
Information Quality = 0.246 + 0.257 (may not perform well and thus process payments incorrectly) +
0.197 (considering the expected level of service performance of internet banking) + 0.258 (security
systems are not strong enough to protect account) + 0.226 (might not perform well and create
problems with credit)
Findings:
The model equation indicates that performance expectancy will increase by

0.257 units if may not perform well and thus process payments incorrectly increased by 1 unit

0.197 units if considering the expected level of service performance of internet banking increased
by 1 unit

0.258 units if security systems are not strong enough to protect account increased by 1 unit

0.226 units if not perform well and create problems with credit increased by 1 unit

3.3.10 Effect of variables on Financial Risk


All statistical tests were carried out at a 5 percent level (.05) of significance.
To overcome the error, we are using the process of Stepwise Regression.
Model Summary
Change Statistics

Model
1
2
3
4

Adjusted R

Std. Error of

R Square

Square

the Estimate

Change

R Square

Sig. F
F Change

df1

df2

Change

.919

.844

.842

.38325

.844

368.729

68

.000

.964

.929

.927

.26012

.085

80.608

67

.000

.979

.978

.14278

.050

156.371

66

.000

1.000

1.000

.00000

.021

65

.989
1.000

a. Predictors: (Constant), The chances of losing money if I use Mobile banking are high.
b. Predictors: (Constant), The chances of losing money if I use Mobile banking are high., Using anMobile-bill-payment
service subjects my checking account to financial risk.
c. Predictors: (Constant), The chances of losing money if I use Mobile banking are high., Using anMobile-bill-payment
service subjects my checking account to financial risk., My signing up for and using anMobile banking service would lead to
a financial loss for me.
d. Predictors: (Constant), The chances of losing money if I use Mobile banking are high., Using anMobile-bill-payment
service subjects my checking account to financial risk., My signing up for and using anMobile banking service would lead to
a financial loss for me. , Using an Mobile -bill-payment service subjects my checking account to potential fraud .
e. Dependent Variable: FINRSK

Coefficients
Standardize
Unstandardized

Coefficients

Coefficients

Correlations
Zero-

Model
3

B
(Constant)

Std. Error
.184

.061

.382

.018

.318

.252

Beta

Sig.

order

Partial

Part

3.007

.004

.549

20.870

.000

.919

.932

.372

.025

.340

12.767

.000

.866

.844

.228

.020

.261

12.505

.000

.689

.839

.223

The chances of losing


money if I use Mobile
banking are high.
Using anMobile-billpayment service
subjects my checking
account to financial
risk.
My signing up for and
using anMobile
banking service would
lead to a financial loss
for me.
a. Dependent Variable: FINRSK

Analysis:
In the following table of summery indicates that the regression model predicts the dependent variable
(financial risk) significantly well. Here the statistical significance of the regression model 1, 2 and
3 (column sig. F change) is .000 which is less than 0.05, and indicates that overall, the regression model
statistically significantly predicts the outcome variable.
Here the value of R2 is 0.844 for model 1, 0 .929 for model 2, 0.979 for model 3 and 1.00 for model 4.
The value of R2 is highest in model 3 which fits the model best (R2=0.979, F=156.371). In this case,
97.9% can be explained, which is very large. So the 3rd model is the actual model of our analysis.
The coefficient table presents the intercept (constant) is 0.184. The factors- chances of losing money are
high (=.382, T=20.870, Sig.=.000), using an mobile-bill-payment service subjects my checking account
to financial risk (=.318, T=12.767, Sig.=.000) and signing up for and using an mobile banking service
would lead to a financial loss (=.252, T=12.505, Sig.=.000) which are independent have made impact
on financial risk at .000 significant level.

Regression Equation:
y = a + 1x1 + 2x2 + 3x3
Information Quality = 0.184 + 0.382 (chances of losing money are high) + 0.318 (using an mobilebill-payment service subjects my checking account to financial risk) + 0.252 (signing up for and using
an mobile banking service would lead to a financial loss)
Findings:
The model equation indicates that performance expectancy will increase by

0.382 units if chances of losing money are high increased by 1 unit

0.318 units if using an mobile-bill-payment service subjects my checking account to financial


risk increased by 1 unit

0.252 units if signing up for and using an mobile banking service would lead to a financial loss
increased by 1 unit

3.3.11 Effect of variables on Behavioral Intention


All statistical tests were carried out at a 5 percent level (.05) of significance.
To overcome the error, we are using the process of Stepwise Regression.
Model Summary
Change Statistics

Model
1
2
3
4
5

R Square

Adjusted R

Std. Error of

R Square

Square

the Estimate

Change

Sig. F
F Change

df1

df2

Change

.884

.782

.778

.36141

.782

243.466

68

.000

.954

.910

.907

.23387

.128

95.389

67

.000

.952

.950

.17225

.042

57.511

66

.000

.988

.976

.975

.12212

.024

66.312

65

.000

1.000

1.000

1.000

.00000

.024

64

.976

a. Predictors: (Constant), I predict I would use Mobile banking in the next months
b. Predictors: (Constant), I predict I would use Mobile banking in the next months , I intend to perform a transfer on the
platform of Mobile banking
c. Predictors: (Constant), I predict I would use Mobile banking in the next months , I intend to perform a transfer on the
platform of Mobile banking, I intend to consult the balance of my account on the platform of Mobile banking
d. Predictors: (Constant), I predict I would use Mobile banking in the next months , I intend to perform a transfer on the
platform of Mobile banking, I intend to consult the balance of my account on the platform of Mobile banking, I plan to use the
system in the next months

e. Predictors: (Constant), I predict I would use Mobile banking in the next months , I intend to perform a transfer on the
platform of Mobile banking, I intend to consult the balance of my account on the platform of Mobile banking, I plan to use the
system in the next months , I intend to use the system in the next months
f. Dependent Variable: BEHIN

Coefficients
Standardize
Unstandardized

Coefficients

Coefficients

Correlations
Zero-

Model
4

B
(Constant)

Std. Error
.134

.074

.357

.021

.215

Beta

Sig.

order

Partial

Part

1.799

.077

.487

16.677

.000

.884

.900

.319

.019

.276

11.466

.000

.737

.818

.220

.201

.019

.237

10.346

.000

.662

.789

.198

.190

.023

.232

8.143

.000

.798

.711

.156

I predict I would use


Mobile banking in the
next months
I intend to perform a
transfer on the
platform of Mobile
banking
I intend to consult the
balance of my
account on the
platform of Mobile
banking
I plan to use the
system in the next
months
a. Dependent Variable: BEHIN

Analysis:
In the following table of summery indicates that the regression model predicts the dependent variable
(behavioral intention) significantly well. Here the statistical significance of the regression model 1, 2, 3
and 4 (column sig. F change) is .000 which is less than 0.05, and indicates that overall, the regression
model statistically significantly predicts the outcome variable.
Here the value of R2 is 0.782 for model 1, 0.910 for model 2, 0.952 for model 3, 0.976 for model 4 and
1.00 for model 5. The value of R2 is highest in model 4 which fits the model best (R2=0.955, F=87.208).

In this case, 97.6% can be explained, which is very large. So the 4th model is the actual model of our
analysis.
The coefficient table presents the intercept (constant) is 0.134. The factors- predict to use mobile
banking in the next months (=.357, T=16.677, Sig.=.000), intend to perform a transfer on the platform
of mobile banking (=.215, T=11.466, Sig.=.000), intend to consult the balance of account on the
platform of mobile banking (=.201, T=10.346, Sig.=.000) and plan to use the system in the next month
(=.190, T=8.143, Sig.=.000) which are independent have made impact on behavioral intention at .000
significant level.
Regression Equation:
y = a + 1x1 + 2x2 + 3x3+ 4x4
Information Quality = 0.134+ 0.357 (predict to use mobile banking in the next months) + 0.215
(intend to perform a transfer on the platform of mobile banking) + 0.201 (intend to consult the
balance of account on the platform of mobile banking) + 0.190 (plan to use the system in the next
months)
Findings:
The model equation indicates that performance expectancy will increase by

0.357 units if predict to use mobile banking in the next months increased by 1 unit

0.215 units if intend to perform a transfer on the platform of mobile banking increased by 1 unit.

0.201 units if intend to consult the balance of account on the platform of mobile banking
increased by 1 unit

0.190 units if plan to use the system in the next months increased by 1 unit.

Chapter 4
Recommendation
Considering above discussions regarding m-banking we can recommend banks those are providing this
facility that application that is to be downloaded in order to operate the account through mobile should
be user friendly at the same time they should keep in view of capacity of the people of the respective
country in which they are likely to provide this type of banking if the required mobile phone is much
expensive and the unavailability of frequency service exist then not all people will be able to get this
facility. And charges of bank and the security is another concern for account holder so it is necessary to
ensure strong security and minimum maintaining cost of mobile banking.
Need to reduce the cost of mobile banking. Almost 20 taka has been charges for thousand
taka. It is too much high to effort for any poor customer to deal with.
We need to create a new flexible and easy model of mobile banking. People in the rural areas
find it bit tough to operate. New models will help to make the process more flexible.
Need to Increase social awareness about mobile banking service among the rural people.
People in the rural part are still not aware of the mobile banking facility. They dont even
know about the service and they have deal with different fraud agent.
Need to include the service of cash withdraw from ATM by using mobile as smart card and
the mobile banking PIN number.
All banks should provide this opportunity than mobile banking limitation can be reduced.
Only a few banks have offered such facilities but the number of mobile banking service needs
to be increased by all banks. The mobile banking business will increase with the increasing
number of banks.
Government should provide help about mobile banking. Government needs to give more
emphasize on this sector and huge opportunity is available there as most of the people has
mobile phone.
Rules and Regulations must be stricken about mobile banking. There was a lot of incident of
fraud using the ATM and mobile banking so the trust of the customer has reduced. It can be
only gained by imposing strict rule.

Scheduled Banks should introduce the Mobile banking throughout the country by using
different advertising Strategy.
Facility & advantage of Mobile banking should be focused by the scheduled banks. The
facilities need to be increase. People dont want to go to the agent for registration. There
needs to be a online facilities for the customer.
The server needs to be updated as there is a threat of the customer to lose money. The recent
activity decreases the trust of the customer to keep the money in the wallet.
Range of offer should be increased to attract more customers. Customer now gets the offer of
shopping, buy airtime etc. The offer should be increased.
Changes in industry trends may directly affect business so that it can no longer
completely profitable. Therefore, the Bank should keep information about the
environment of each industry in which its customers operate.
Real value of business can come from making regular visits to the customers place of
business rather than holding all meetings in the Bank. The real customer will get more
influenced and they will like make transaction by mobile banking after being ware about the
facilities.
Against big willful defaulters legal action should be taken promptly for customer M-Money
satisfaction. The fear will get reduced and proper legal action will keep the faith in
customer mind.
Financial risk has to be reduced as most of the customer doesnt feel safe to make big
transaction using mobile banking. Without the big transaction the mobile banking sector
wont expand immensely. Security of money is the main concern for any client.
The mobile banking organization should arrange more campaign in different places. It will
be more effective if it is conducted in public places. Mass people could be gathered at a
time. More specifically the student can be good target customer. In different universities the
campaign can be conducted and the student can be aware of the facilities.

Conclusion
Mobile banking is suspended to become the big killer mobile application arena. However, banks going
mobile the first time need to step the path cautiously. The biggest decision that banks need to make is
the channel that they will support their services on. Mobile banking through an SMS based service
would require the lowest amount of effort, in terms of cost and time, but will not be able to support the
full breath of transaction-based services. However, in markets like India where a bulk of the mobile
population users' phones can only support SMS based services, this might be the only option left. It has
been elaborated that the adoption and use of mobile phones is product of a social process, embedded in
social practice. Nowadays millions of inhabitants of Bangladesh are within a network through mobile
network coverage. M-banking technology, the latest generation of electronic banking transactions has
become one of the most familiar banking features, opened up new window of opportunity to the existing
banks and financial institutions. So in the commercial sectors like banking, m-banking technology will
bring banking facilities in hands grip which will make life easier, robust and flexible. It is an urgent
need to set policies and strategies to reverse gaps in terms of regulatory and legal issues.

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Appendix
Research Questionnaire:
This questionnaire is a part of the report titled "Mobile Banking Adaption: Perceive Value Perspective . This
survey is strictly for academic purposes only. All the information that you provide will be held in the strictest of
confidence and will be used for Educational Purposes only. l ehei larellal rlle rPll ef lsaelPm di clelhe lsc
fm.he i laehfsa
Name: _________________________________
Gender: Male
Age: Below 20

Female
20-30 31-40

Occupation: Student Service Holder

40-50

51-60 61 and above

Businessman Others _____________

Account Holder of: ___________________________________ Bank

For each question below , mark the response best characterizes how you feel about the statements , where 1 =
Strongly disagree , 2 = disagree , 3 = neither agree nor disagree , 4 = Agree , 5 = Strongly agree .

Performance expectancy (PERE)

Strongly
Disagree

Disagree

Neither
agree nor
disagree

Agree

Strongly
agree

I think that using Mobile banking would


enable me to conduct tasks more
quickly.

I think that using Mobile banking would


increase my productivity.

Statements

1. Mobile banking is useful to carry out my


tasks.
2.

3.

4. I think that using Mobile banking would


improve my performance.

Effort expectancy

Statements

Strongly
Disagree

Disagree

Neither
agree nor
disagree

Agree

Strongly
agree

1.

My interaction with Mobile banking


would be clear and understandable.

2.

It would be easy for me to become


skillful at using Mobile banking.

It would be easy for me to become


skillful at using Mobile banking.

Agree

Strongly
agree

3.

4.

I would find Mobile banking easy to use.

Social Influences
Statements

Strongly
Disagree

Disagree

Neither
agree nor
disagree

1.

People who influence my behavior think


that I should use Mobile banking.

2.

People who are important to me think


that I should use Mobile banking.

People in my environment who use


Mobile banking services have more
prestige than those who do not.

People in my environment who use


Mobile banking services have a high
profile.

Having Mobile banking services is a


status symbol in my environment.

3.

4.

5.

Facilitating Condition
Statements

Strongly
Disagree

Disagree

Neither
agree nor
disagree

Agree

Strongly
agree

1.

I have the resources necessary to use


Mobile banking.

2.

I have the knowledge necessary to use


Mobile banking.

Mobile banking is not compatible with


other systems I use.

3.

Information quality
Statements

Strongly
Disagree

Disagree

Neither
agree nor
disagree

Agree

Strongly
agree

1.

This mobile banking provides me with


information relevant to my needs.

2.

This mobile banking provides me with


sufficient information.

This mobile banking provides me with


accurate information.

This mobile banking provides me with


up-to-date information.

3.

4.

Service quality
Statements

Strongly
Disagree

Disagree

Neither
agree nor
disagree

Agree

Strongly
agree

1.

This mobile banking provides


dependable services.

2.

This mobile banking provides prompt


services.

This mobile banking provides


professional services.

This mobile banking provides


personalized services.

3.

4.

System quality
Statements

1.

This mobile banking quickly loads all the


text and graphics.

Strongly
Disagree

Disagree

Neither
agree nor
disagree

Agree

Strongly
agree

2.

This mobile banking is easy to use.

3.

This mobile banking is easy to navigate.

4.

This mobile banking is visually attractive.

Perceived benefit
Statements

1.

I think that using mobile banking can save


my time in performing banking transactions.

Strongly
Disagree

Disagree

Neither
agree nor
disagree

Agree

Strongly
agree

2. I think that using mobile banking can offer


me a wider range of banking products,
services and investment opportunities
3.

I think that using mobile banking can save


the transaction handling fees in performing
banking transactions.

Relative benefits
Strongly
Disagree

Disagree

Neither
agree nor
disagree

Agree

Strongly
agree

Mobile banking is more convenient than


Internet or off-line banking.

3.

Mobile banking is more efficient than


Internet or off-line banking.

4.

Mobile banking is more effective than


Internet or off-line banking in managing a
bank account

Statements

1.

2.

Mobile banking has more advantages than


Internet or off-line banking because services
are not limited by location.

Performance Risk
Statements

Strongly
Disagree

Disagree

Neither
agree nor
disagree

Agree

Strongly
agree

1.

Mobile banking might not perform well and


create problems with my credit

2.

The security systems built into the Mobile


banking system are not strong enough to
protect my checking account

The probability that somethings wrong with


the performance of Mobile banking is high

Considering the expected level of service


performance of Internet banking, for me to
sign up and use, it would be risky

Mobile banking servers may not perform well


and thus process payments incorrectly.

Agree

Strongly
agree

3.

4.

5.

Financial Risk
Statements

1.

2.
3.

4.

The chances of losing money if I use Mobile


banking are high.

Using anMobile -bill-payment service


subjects my checking account to potential
fraud.
My signing up for and using anMobile
banking service would lead to a financial
loss for me.
Using a Mobile-bill-payment service
subjects my checking account to financial
risk.

Strongly
Disagree

Disagree

Neither
agree nor
disagree

Behavioral Intention
Statements

Strongly
Disagree

Disagree

Neither
agree nor
disagree

Agree

Strongly
agree

1.

I intend to use the system in the next months

2.

I predict I would use Mobile banking in the


next months

3.

I plan to use the system in the next months

4.

I intend to consult the balance of my account


on the platform of Mobile banking

5.

I intend to perform a transfer on the platform


of Mobile banking