BPMM 3033

MARKETING RESEARCH
GROUP 2

DETERMINING FACTOR
AFFECTING
MOBILE BANKING
ADOPTION IN UUM

BEHAVIOURAL INTENTION TO
ADOPT MOBILE BANKING
(DEPENDENT VARIABLE)

Q.No.

Items

References

I think that Mobile banking is compatible with my

lifestyle.
I think that using Mobile banking requires a lot of mental
effort.

Moore and Benbasat

(1991)
Moore and Benbasat
(1991)

I feel that using Mobile banking fits well with the way I
like to manage my finances.

Moore and Benbasat

(1991)

I am confident over the security aspects of Mobile

banking in Malaysia.

Bhimani (1996);
Cockburn and Wilson
(1996); Lee (1996)

I am confident of using Mobile banking even if I have

never used such a system before.

Compeau and Higgins

(1995)

I believe that protection to the privacy of their personal (Rao and Troshani,2007)
information is positively affect users behavioral intention
to adopt mobile banking.


PERCEIVED EASE OF USE
Q.No
Items
References
.
1 I think that it is easy to use online banking to accomplish my Davis,
F.,
D.
banking tasks
(1989)
2 I think Mobile banking is easy to login
Ndubisi
et
al,
(2001)
3 I think that interaction with online banking does not require a lot Mathieson (1991)
of mental effort.
4 I think that learning to use online banking would be easy.
MohdSuki(2010)
5
6
7
8
9
10

I find it easy to get this Mobile banking site to do what I want it

to do
My interaction with this Mobile banking site is clear and
understandable
I think Mobile banking saves time as compared to conventional
banking
I think e-banks transaction is easy to use
I think Mobile banking is easy to login
I believe that Mobile banking is easy to use system that will
accomplish tasks easily.

MohdSuki(2010)
MohdSuki(2010)
Poon (2008)
Poon (2008)
Poon (2008)
(V.Venkatesh & M.
G. Morris 2000)

PERCEIVED USEFULNESS
Q. No.
1.
2.
3.
4.

Items

References

I believe that Mobile banking provides pictures and easy to Reaserch of

understand
Hexun bank
(2010)
I feel that Online bank transfer is easy
I think that online banking operating system is simple
I think that Mobile banking will reducing operation costs.
Luo, Li, Zhang
and Shim (2010)

5.

I believe that Mobile banking can generating additional revenue Luo, Li, Zhang
through commissions and service fees.
and Shim (2010)

6.

I think that Mobile banking will minimizing transaction errors Luo, Li, Zhang
and potential for fraud.
and Shim (2010)

7.

I think that Mobile banking will improving customer retention Luo, Li, Zhang
and brand loyalty besides using counter services.
and Shim (2010)

8.

I confident that provides financial transaction service like Sripalawat,

balance check and bill payment via a mobile device is very Thongmak
useful.
and Ngarmyam
(2011)

9.

I believe that perceived usefulness has a significant impact to Luarn and Lin
use mobile banking.
(2005)

PERCEIVED CREDIBILITY
Q. No Items

References

I believe my information is kept confidential

Rao and Troshani (2007)

I believe my transactions are secured

(Brzezinski and Xu,2005)

I believe my privacy would not be divulged

Luarn and Lin [2005]

I believe the banking environment is safe

Rao and Troshani (2007)

I confident that using mobile banking will be free of (Brzezinski and Xu,2005)
security and privacy concerns.

6.

I think that lack of awareness of Mobile banking Howcroft et al (2002)

services and its benefit are found to a reasons for
consumers reluctance to use Mobile banking services.

7.

I believe that protection to the privacy of their personal Rao and Troshani (2007)
information is positively affect users behavioral
intention to adopt mobile banking.

8.

I think that Mobile banking will help in building trust Wang,Wang,

with banks.
Tang (2003)

Lin

and

PERCEIVED BENEFIT
Q. No Items

References

I think that the customer is considering cognitive and Kim, Chan, & Gupta,
affective evaluation in Mobile Banking.
(2007)

I believe that the intention to use online banking is Lee (2009)

primarily and positively affected by perceived benefit.

3
4

I think that if there is a lack of grasping these benefits Laforet and Li (2005)
is an important barrier to adopt use of Mobile
Banking.
I believe internet banking is savings in costs it offers. Turban et al. (2003)

I feel that internet banking is savings in time it offers.

6.

I feel that internet banking is savings in space it offers. Turban et al. (2003)

7.

I feel that Mobile banking has fast reaction to Turban et al. (2003)
complaints and its delivery of improved services, all
of which benefits make for easier banking.
I feel that Mobile banking is all of which benefits Turban et al. (2003)
make for easier banking.

8.

Turban et al. (2003)

FRAME WORK
Perceived Ease
of Use
Perceived
Usefulness
Perceived
Credibility

Behavioural
Intention to
Adopt Mobile
Banking

Perceived
Benefit

EXAMPLE OF QUESTIONNAIRE