Factors Influencing the Usage of Mobile Banking

This research dissertation explores the factors that influence the usage of mobile banking and its impact on the banking sector. It focuses on the behavioural intention of people to use mobile banking, the perceived ease of use and usefulness, and the perceived risk. The study aims to provide insights into the adoption and usage of mobile banking in Malaysia.

Research Dissertation

Abstract
Mobile phones have become the tool for everyday life and therefore it develops an
opportunity for the evolution of banking services through mobile banking. By the assistance of
this, an individual can make use of various such as fund transfer, balance enquiry, transaction
alert and many more. The mobile banking brings a lot changes in banking services such as ease
of communication, quickly deposits and decline use of employees. The increasing development
in the number of mobile banking users has assist the banking sector to be focus towards
executing and adopting advance mobile banking features for providing easy facilities to their
customers and shows that mobiles phones are not any-more only used for entertainment or their
any typical reasons. Banking sector has mainly converted internet, mobile applications and apps
into the most appropriate channel for offering banking products and services to their significant
clients. It is important for Banks now to make use of advanced technology, which help in
providing quick and on time service to customers. Thus, banks are very much focuses over
developing easy technology, which are based on perceived ease of use for the purpose of
affecting an individual intention to adopt and use mobile banking. The main innovation in
banking services includes the mobile banking, digital wallet, aggregators, big data analytics and
so on. Nowadays, every person has smart phone, which help them to easily access their bank
accounts without going to the banks and also help in transferring amount quickly. The banks has
developed their own applications in order to provide better services and to increase the usage of
mobile banking. The increasing use of mobile application and services has made easy for buyers
to access through everywhere and at any time.

Table of Contents
Abstract............................................................................................................................................2
Title..................................................................................................................................................1
Chapter 1: Introduction....................................................................................................................1
Chapter 2: Literature Review...........................................................................................................3
An understanding regarding the behavioural intention of people to use mobile banking with
the support of Technology Acceptance Model.......................................................................3
The impact of Perceived Ease of Use (PEOU) and its significant impact towards intention to
adapt mobile banking.............................................................................................................7
The significant impact of Perceived Usefulness (PU) towards adaptation to mobile banking.
................................................................................................................................................9
The impact of Perceived Risk (PR) towards adaptation to mobile banking.........................12
Chapter 3: Research Methodology.................................................................................................21
Chapter 4: Data Analysis...............................................................................................................29
Chapter 5: Conclusion....................................................................................................................51
Chapter 6: Recommendation..........................................................................................................53
Chapter 7: Self-Reflection.............................................................................................................54
References......................................................................................................................................57

Title
Factors Influencing the Usage of Mobile Banking
Chapter 1: Introduction
Overview of the Research
This study aim to analysing the potential factors that influences the usage of mobile
banking, therefore, Mobile phones have become the tool for every day life, thus it creates an
opportunity for the evolution of banking service to reach the previously banked population by
mobile banking (Zhou, 2011). In addition to this, banking is one of the most regulated industry in
the globe, thus the banks in both private and public sector, reached a remarkable position due to
its high level of technology. Therefore, mobile banking is an innovative technology which has
attained popularity in the globe. Mobile banking services consist of things likewise balance
enquiry, fund transfer in between of other facilities. The adoption of mobile banking has brought
about changes in banking operations that are following the advancement of mobile
communication techniques and the collaboration with mobile service providers as a result, the
mobile banking technology has become more conductive to individuals and banking sector.
Mobile banking is recognised as a channel whereby the buyers interacts with a bank through
mobile devices like as mobile phone and personal digital assistance (Alalwan, Dwivedi and
Rana, 2017). In the present investigation work, the study is focuses over Malaysia, thus the
financial industry in Malaysia plays an effective role in not only as a service provided but also as
a strong banking industry which supports economic growth to deliver efficient services, that are
significant for the benefits of customers and banks.
Rationale of the Research
The investigation into consideration is based on the factors that influencing the usage of
Mobile Banking. The scope of study is wide as, this investigation is effective in exploring the
idea and knowledge in regarding to the chosen area of investigation (Lee and et. al., 2012). This
study is mainly significant in developing the knowledge of individual in regards to the area of the
factors that are affecting the usage of mobile banking. The key purpose of conducting the
research is the personal interest of the researcher, therefore, this study will be effective for an
individual, learner or researcher in conducting their future project in more effective manner.
Research Aim
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This is the most imperative part of an investigation as it is effective in assisting the
overall work in right manner to reaching at the potential outcome (Al-Jabri and Sohail, 2012).
The key aim of this investigation is "To investigate the factors that are influencing the use of
Mobile banking". A study on Malaysia.
Research Objectives
 To understand the behavioural intention of people to use mobile banking with the support
of Technology Acceptance Model.
 To determine the impact of Perceived Ease of Use (PEOU) and its significant impact
towards intention to adapt mobile banking
 To explore the significant impact of Perceived Usefulness (PU) towards adaptation to
mobile banking To investigate the impact of Perceived Risk (PR) towards adaptation to mobile banking
Research Questions
 What is behavioural intention of people to use mobile banking with the support of
Technology Acceptance Model?
 What is the impact of Perceived Ease of Use (PEOU) and its significant impact towards
intention to adapt mobile banking?
 What is the significant impact of Perceived Usefulness (PU) towards adaptation to mobile
banking?
 What is the impact of Perceived Risk (PR) towards adaptation to mobile banking?
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Chapter 2: Literature Review
This refers as the most imperative part of an investigation, therefore, this is effective in
providing significant analysis over the area of the factors that are influencing the use of Mobile
banking. This section of research is effective in developing a detailed analysis over the chosen
subject area, for the purpose of developing understanding of the researcher and learner towards
the specific area. This section of investigation is mainly replay upon secondary source of
information accumulation (Akturan and Tezcan, 2012). Therefore, in this information is
accumulated through books, journals, published research articles and so on. This section of
imperative in developing an in-depth analysis which is supportive in creating theoretical
perspective over the chosen study area and enhance the understanding of an individual with the
development of theoretical base.
An understanding regarding the behavioural intention of people to use mobile banking with the
support of Technology Acceptance Model.
As per the opinion stated by Darmesh Krishanan, Aye Aye Khin and Kevin Teng, 2015,
The advancement and emergence of technology mainly the wireless tools has transformed the
way in which banks operates their transactions and that are been done now a day's far from the
traditional method of banking system where an individual has to visit a bank to making their
transaction success or making any kind of deposit etc. and so as to now individual carry out their
banking transaction to the use of advance technologies like intent banking, Automatic teller
machine, e-banking, mobile banking or m-Banking etc. (Hanafizadeh and et. al., 2014). As per
the opinion stated by Muazu Muazu, 2020, The continuous development of the Mobile and
wireless market during the past few decades has it to the leading growing market at global level
with a wider number of mobile subscriber that would be around 5.9 billion subscriber globally
(Zhou, 2012). According to the opinion stated by Shuhaida Mohamed Shuhidan, Saidtul Rahah
Hamidi and Intan Syazwani Saleh, 2017, mobile banking is recognised as the most appropriate
source of providing convenience to the banks and their customers as an individual and bank both
are able to perform their banking transactions outside offices and off the working hours as it can
be accessed through anywhere at any time for that it might indeed become a preference to the
buyers. In the context of Malaysia, mobile banking was embraced few decades age through the
banking sector and a enhance banking sector is of the potential importance to a country through
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supporting the economic development by its efficient services. In the modern scenario,
individual are living in a busy schedule and they are mainly seeking for comfortable facilities, so
in the terms of conducting banking transaction, people are from past few decades are concern
over using mobile banking as to making easy transaction without making any extra efforts.
(Source: Percentage of Smartphone Users by Age Category, 2020)
The above mentioned graph stated that, Malaysian Communications or Multimedia
commission in survey hand phone user survey 2014, stated that 52.4 percentage of respondent
applying smartphone. As per the analysis it has been determined that young adulthood in the age
group of 20 to 39 have the highest smartphone user in Malaysia. Therefore, young adulthood are
recognised as the most appropriate age group who are concerning over using smartphones,
therefore people from this age group are doing any job and persuading education, or conducting
any personal business and for which they are frequently using mobile banking facilities to fulfil
their needs of banking operations (Lin, 2011). The emergence of advance technology especially
internet or mobile banking is easy in Malaysia, as individual's are using mobiles for their
personal needs and wants, therefore, the high usage in the young adult hood from the age of 24 to
39 has leads the execution of mobile banking in the Malaysia. However, people are very much
attracted by the easy and free from efforts facilities. Mobile banking is still in its conception step
in Malaysia. Therefore, Mobile banking is obfuscate as the ability to execute bank transactions
with the help of mobile device, or more broadly to conduct financial transactions through a
mobile terminal. In addition to this, mobile banking is defined as “a channel whereby the clients
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Illustration 1: Percentage of Smartphone Users by Age Category, 2020.

interacts with a bank via mobile device, such as a mobile phone or personal digital assistant.
Therefore, these are effective in making banking transaction more easy and reliable which are
efficacious in satisfying the needs and wants of people at market place. In today's modern era,
individual are living in a busy schedule and this is the major reason of adopting advance
technologies for fulfilling their needs without making any kind of extra efforts.
In respect to analyse the aspects affecting the acceptance of mobile banking through
buyers, this study adopts the technology acceptance model as one of its research instruments
(Lee and et. al., 2012). TAM is defined as an execution of the theory of reasoned actions that was
implemented for analysing the significance of TAM Model.
(Source: The Technology Acceptance Model, 2014)
The Technology Acceptance Model was firstly introduced by Davis, as it is basically
applied for modelling of the acceptance of data system through the user. David has stated the
potential objective of TAM is to give an explanatory insight to the determinants of the
acceptance of computer through individual. The TAM model is basically incorporates over two
different aspects i.e. perceived ease of use and perceived usefulness. Therefore, the interceding
performance of these two aspects are analysed by applying TAM on the probability of the system
use. This Model is significant in the context of mobile banking as it is mainly replay upon three
aspects, i.e. perceived ease of use, perceived usefulness and the intention of an individual to use
mobile banking (Akturan and Tezcan, 2012). Perceived ease of use is recognised as the degree to
that an individual believes that applying an information system would be free of efforts. On the
other side, perceived usefulness is defined as the degree to that people believe that using an
advance technology would increase their job performance. The TAM model was incorporates to
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Illustration 2: The Technology Acceptance Model.

predict an individual interest to adopt new and advance technology in IS and mobile banking
through tyhe public in developed and developing countries. The impact of Perceived Ease of Use
(PEOU) and its significant impact towards intention to adapt mobile banking.
As per the views expressed by Yoon Jin Ma, Hae Jin Gam and Jennifer Banning, 2017,
Perceived ease of use is recognised as the key aspect of Technology acceptance model, therefore
it is widely used in determining the level of acceptance of individual in relation to dealing with
the technology mainly in the field of information system. Technology Acceptance model is
mainly consist over the social psychology theory, where acceptance regarding technology is
analysed through the perception and reason of users which has direct influence over the
behaviour, action, intention and their internal belief. This model is mainly relay upon three
aspects i.e. perceived usefulness, perceived ease of use and behavioural intention. These three
aspects are based on each other and provide a significant support to the digital advancement and
develops the belief of individual in relation to using digital tools and technologies for the sack of
reducing their efforts (Ali and Arshad, 2016). Perceived usefulness is recognised as a term where
an individual believes that applying a particular system would improvise their working
performance. On the contrast, perceived ease of use is defined when an individual believes that
using a specific system would be free from efforts. Furthermore, the third aspect, behavioural
intention is evaluated as the potential use of given a particular IT system and therefore, analyse
the acceptance regarding technology. This model is significantly based over the acceptance of an
individual bin relation to a specific technology in their daily life. Perceived ease of use has
positive impact over influencing an individual's intention to adopt banking, therefore, from the
past few decade, banking sector is concern over transforming their operations into digital
technologies for the purpose of providing easy facilities to their potential users. As per the
opinion analysis of James Chen, 2019, mobile banking refers as the act of making financial
transaction on a mobile device which involves tablet, mobile phone, etc. In addition to this,
mobile banking is defied as the progression of electronic banking that authorises users to
complete financial transaction through applying mobile or its handheld gadgets (Alavi and
Ahuja, 2016). As per the opinion stated by Syed Ali Raza, Amna Umer and Nida Shah, 2017,
The positive impact of Perceived ease of use is significant in influencing the intention of an
individual to adapt mobile banking, therefore, this is more easy than the traditional method as it
is effectual in making banking transaction more easy and reliable and also reduces the rush in
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banks. Banking is recognised as the most developing sector which is mainly concern over
attaining higher growth and success within the business environment via implementing easy
mobile banking facilities. However, perceived ease of use is performing a vital role in
influencing an individual decision to use mobile banking facilities, Thus bank in UK or all over
the globe are based on mobile applications as they are operating their facilities within the support
of mobile banking, as mobile applications are efficacious in making online translation, online
trading, money transfer, insurance facilities, interest percentage, etc. Therefore, mobile banking
facilities are effort less and easy to use, thus this influences the intention of individual to adopt
mobile banking (Ayo, Mbarika and Oni, 2015). In addition to this, mobile banking provides the
customers a safe and secure way of banking and commerce from anytime and anywhere. For the
purpose of promoting mobile banking, banks are focuses over implementing easy mobile
banking applications which are effective in providing easy to use facilities to their customers.
The significant impact of Perceived Usefulness (PU) towards adaptation to mobile banking.
As per the views expressed by Ali Abdallah Alalwan, Yogesh K. Dwivedi, Nripendra P.
P. Rana, Michael D. Willian, 2016. perceived usefulness is defined as one of the significant
independent constructs in the Technology Acceptance Model. In addition to this, it refers as the
degree to which an individual believes that applying a specific system would develop their job
performance and capability of their working. The Perceived Usefulness refers to the degree of
user’s dependency or a person's dependency to the system offered, particularly on the
improvement of the performance in the specific part. Therefore, perceived usefulness, ensure the
performance development of an individual. As per the opinion stated by Mahmood Jasim
Alsamydai, 2019, In the modern scenario, the world is experiencing an important acceleration in
the emergence and development of new and advance technologies in different field, mainly is
banking industry. The technological advancement has plays a vital role in the growth and
development of the characteristics of the banking operations (Yoon and Occeña, 2014). Banking
industry is considered as the highly dynamic business which has joined in global network and
offers suitable conditions to those clients who are planned to use online banking facilities for the
purpose of fulfilling their needs and wants. According to the views expressed by F.Muñoz-
LeivaaS.Climent-ClimentbF.Liébana-Cabanillasa, 2017, The major influence of perceived
usefulness is being widely being recognised in the field of electronic banking. The usefulness is
the subjective probability which is applying the technology would develop the way an individual
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user could complete a given task. Perceived usefullness has positive impact towards the adoption
of mobile banking, therefore, in the modern scenario, the living of individual is based on digital
tools and technologies, thus people are significantly based on using digial tools and technologies
for a better and comfortable living (Ali and Arshad, 2016). In the context of banking sector,
innovation has been seen in the adoption of technologies that are effective for the ease of
customers as well as for the banking organsaitions in making easy transaction. According to
Minna Mattila (2018), there are many factors which drive the mobile banking adoption like
technology. The newly emerged technology like mobile banking services shows an innovation,
under which both intangible service as well as an innovative medium regarding with service
delivery are employed (Factors Affecting The Adoption Of Mobile Banking Services, 2018). The
concepts of innovation including the diffusion of innovation are considered as more intricate as
technology that has a large impact on different characteristics of mobile banking services.
Innovation defines a new way for using banking services, where by utilising the mobile apps,
people can use the banking services more conveniently (Goularte and Zilber, 2019). The impact
of perceived usefulness over the adoption of mobile banking can be analysed through, analysing
the attraction of people towards transforming their banking operation into mobile banking,
therefore, in today's busy schedule, individual are seeking for adopting mobile banking for the
purpose of taking ease benefits of banking facilities (Zhou, 2011). While digital channel
indicates services which facilitate the storage of payment via mobile or online process. Other
than this, aggregators are services which enable the people to utilise banking services in a single
place, by comparing price through websites. Similarly, BiaB includes the provision of core and
comprehensive banking system, through third party. These set of innovations has turned the way
of banking services and provide better mode to customers to use the same (Malaquias and
Hwang, 2019). This would also enable banks to enlarge their customer base by providing them
timely and convenient services.
The impact of Perceived Risk (PR) towards adaptation to mobile banking
As per the views expressed by Laura Lake, 2019, Perceived risk is defined as an
uncertainty an individual has at the time of buying products and services, specially those which
are particularly expensive in nature. In another words, risk perception is the subjective
judgement which an individual create in regards to the characteristics or severity of a risk.
Perceived risk refers as an uncertain, probabilistic significant future outlay (Alalwan and et. al.,
8

2016). In addition to this, perceived risk is the ambiguity which buyers have before making a
purchase decision in regards to a product or services. Perceived risk is an effective term of
marketing which is associated with products which are expensive like wise house or cars or
products which are complex and have many features like computer or laptops. In the context of
banking, perceived risk has wider influence over adoption of mobile banking, therefore, in the
sector of banking individual are having the risk of security and safety of their personal data and
information. According to the opinion stated by Shuhaida Mohamed Shuhidan, Saidatul Rahah
Hamidi, Intan Syazwani Saleh, 2017, banking system adopts technology to support bank services
effectively. Therefore, mobile banking is defined as an effective platform of performing financial
activities through portable devices likewise mobile phones, computer systems, tablets which are
connected to telecommunication network. According to the opinion stated by ChauShen Chen,
2013, Perceived risk has a direct influence over the operations and progression of internet
banking in Malaysia. The perceived risk has categorised among different facts i.e. performance
risk, social risk, financial risk, time risk, security risk that are provided more in detailed
understanding of characteristics of risks in regards internet banking (Martins, Oliveira and
Popovič, 2014). Performance risk is mainly defined to the losses incurred through lack or
malfunctions of mobile banking. In the modern scenario, the living of individual is very much
based on digital technologies, therefore, people are preferring internet banking facilities for the
purpose of fulfilling their banking needs instantly. Therefore, there are multiple perceived risk
are arises in the adoption of internet banking, thus, mobile phones has limited battery power and
wireless networks may break the connection as these are not applicable for wider uses, thus these
are limiting the use of mobile services.
Security and privacy is recognised as the significant loss for the reason of hackers and
fraud that compromising the security of a mobile banking user. Security is the major perceived
risk which has wider influence over using mobile banking facilities, therefore, individual's are
mainly having the issue of hacking of their mobile passwords and use them in wrong manner.
This element has caused major security and privacy errors, which affects the adoption of mobile
banking. However, Phishing is the new way of hacking an individual data, thus phishers are
considering buyers information like wide their user ID, password, debit or credit card
information through masquerading as a trust worthy entity in an electronic telecommunication
way (Mathew, Sulphey and Prabhakaran, 2014).
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Financial risk defines as the significant of losing money through making banking
transaction errors or misuse of banking information. In today's digital world, individual are still
having the fear of making mistake themselves in processing their transactions, therefore, a wrong
interpretation of information has made wrong transaction and arise financial issue. So this, also
recognised as the major factor that affects the mobile banking. In the context of banking, people
are still based on traditional methods as they are aware about the advantages of traditional way,
thus in traditional method all the transactions are based on official receipts and there is less
chance of miss happenings, although, bank has providing compensation over any loss or misuse
of consumers information. In addition to this, in internet banking, an individual needs to put
extra efforts in retrieving the faulty payment and compensation more than traditional methods.
Social Risk defines as the possibility to not to use the mobile banking for the reason of
disapproval or negative response from the known people like family members, friends,
colleague, social media etc. Social risk mainly represents as the key loss of an individual status
in a social group as a outcome of adopting a product and services.
As per the analysis of the project, it has been determined that, security, privacy, financial
and social risks are the major perceived risks that are arises in the adoption of internet banking.
Mobile banking is defined as the implementation of mobile communication to attempt any of
financial activity without making any physical efforts. As per the survey analysis over the use of
mobile banking it has been analysed that, there are more than half of Malaysian use mobile to
access to the internet. In today's modern era, mobile is the most used source which is mainly uses
for entertainment, communication and shopping purposes. As per the analysis of Malaysian
banking sector, it has been stated that, the number of mobile users in Malaysia is at 25.2 percent
which is high rate. Recently, mobile banking services are concern over providing lots of facilities
and services involving account data, payment and transfer information, investment, support and
content services (Zhang, Zhu and Liu, 2012). There are multiple perceived risk arises in the
adoption of mobile banking, thus people are affects by the perceived risks like financial issues,
social errors, security and privacy issues.
Questionnaire
DV 1: Technology Acceptance Model (TAM)
Q1 Ability of the service provider has important influence in choosing mobile banking service
a) Strongly Agree
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b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q2) The mobile banking service provider has the ability to provide mobile banking service
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q3) Benevolence of the service provider has important influence in choosing mobile banking
service
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q4) The mobile Banking service providers of your choice tend to provide benevolent service
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q5) Integrity of the service provider has important influence in choosing mobile banking
service
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q6) Integrity of the service provider will make the mobile banking a better option than the
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traditional banking
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q7) The mobile Banking service providers of your choice tend to provide integral service.
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
IDV 1: Perceived Ease of Use (PEOU)
Q1) Learning to use mobile banking would be easy
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q2) Interaction with mobile banking does not require a lot of mental effort.
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q3) It is easy to use mobile banking to accomplish banking tasks
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
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Q4) The usage of mobile banking is easier than the traditional banking.
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q5) It is not easy for me to understand how to use mobile devices & applications like mobile
banking
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q6) To what extent do perceived ease of use affect your acceptance to use mobile banking
services?
a) Strongly High Extent
b) Normal Extent
c) Neutral
d) Low Extent
e) Strongly Lower Extent
Q7) To what extent do perceived ease of use affect your experience to use mobile banking
services
a) Strongly High Extent
b) Normal Extent
c) Neutral
d) Low Extent
e) Strongly Lower Extent
IDV 2: Perceived Usefulness (PU)
Q1) Using mobile banking would enable the users to accomplish tasks more quickly
a) Strongly Agree
b) Agree
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c) Neutral
d) Disagree
e) Strongly Disagree
Q2) Using mobile banking would make it easier for the users to carry out tasks
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q3) Is mobile banking is useful for all generations
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q4) Overall, using mobile banking is advantageous.
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q5) To what extent does perceived usefulness affect your attitude to usage Mobile Banking
Services
a) Strongly High Extent
b) Normal Extent
c) Neutral
d) Low Extent
e) Strongly Lower Extent
Q6) To what extent does perceived usefulness affect your intention to usage of Mobile Banking
Services
a) Strongly High Extent
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b) Normal Extent
c) Neutral
d) Low Extent
e) Strongly Lower Extent
Q7) To what extent does your perceived usefulness affect your intention on usage of Mobile
Banking Services
a) Strongly High Extent
b) Normal Extent
c) Neutral
d) Low Extent
e) Strongly Lower Extent
IDV 3: Perceived Risk (PR)
Q1) Mobile banking services may not perform well and process payments incorrectly
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q2) The users’ friends, family and colleagues would think less of them in case of any wrong in
transactions through mobile banking.
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q3) When mobile banking users’ bank account incurs fraud or hacking, they will have a
potential loss of status in social group
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
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e) Strongly Disagree
Q4) Usage of mobile banking leads to time fixing payments errors
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q5) Due to poor network of mobile in some areas may take a lots of time to do transactions
through mobile banking.
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q6) When transferring money through mobile banking, the users afraid that they will lose
money due to careless and mistakes
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q7) There is a fear of using mobile banking that other people may access my account through
hacking or other means.
a) Strongly Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
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Chapter 3: Research Methodology
Research Methodology refers as the systematic, theoretical analysis of the research tools
that are applied to a selected area of study. It comprises the theoretical evaluation of the body of
the research methods or principles that are associated with a branch of knowledge. Research
Methodology is refers as the specific process or tool which is applied to identify, select, process
and determine the information in regards to a specific study area. Therefore, in the context of
investigation, the methodology section allows the investigator to critically analyse a study's
overall validity and reliability (Tam and Oliveira, 2017). This is the most imperative part of an
investigation as it is effective in assisting the investigator to carry out the exploration activities in
righ6t manner to reaching at the potential outcome. This segment of investigation methodology
is focuses to provide significant direction to the investigator to successful completion of the
work. In the context of present investigation work, suitable methodological selection is required
to assisting the work based on analysing the factors that are influencing the use of Mobile
banking, therefore, appropriate selection of methodology is suitable in addressing the
investigation issue is viable manner. This part of exploration is relay upon different applications
which are suitable for assisting a work in systematic manner. Therefore, the appropriate
methodology for this particular investigation are associated as under:
Type of Investigation:
This is the key area of an investigation, therefore, in the execution of an investigation it is
the prime consideration of an investigator is to select the most suitable type of investigation in
respect to carry out an exploration in right manner. However, an appropriate selection of research
type is significant in reaching at the potential outcome. The most essential methodological choice
an investigator create is relay upon the distinction among qualitative and quantitative
information. Therefore, the type of investigation is mainly in consist over qualitative and
quantitative aspects and the selection of investigation type is based on the information
accumulated by the researcher to assist the over in right manner (Yousafzai, 2012). Qualitative
information is richer and is mainly grounded in a subjective opinion and perspective. This is a
scientific tool of observation to collect non-numeric information. Qualitative investigation is
mainly supports a detailed understanding of the situation examined and due to time constraints, it
is mainly includes a small sample of participants. This type is mainly providing limited results as
in this analysis is being done among limited participants. On the other hand, quantitative
17

information might be easier to gather and analyse and it is significantly relay upon a wider
sample of participants. In addition to this, quantitative investigation is incorporates over
information which can be objectively analysed through numbers and figures. In this method
information is mainly analysed by numerical comparisons and statistical evaluation (Doody and
Noonan, 2013). In the present investigation work, quantitative research method has been applied
by the researcher, therefore, this is most appropriate tool for executing the investigation over the
area of investigating the factor that influencing the use of Mobile banking. However, this
investigation is effectual in gathering information that are supportive in providing detailed
evaluation via the support of appropriate information.
Research Design:
Investigation design is defined to the overall strategy which an investigator can select to
integrate the assorted aspects of the study in coherent and logical manner. Hence, an appropriate
research design ensure the investigator to effectively address the research issue, therefore, it
mainly constitutes the blueprint for the accumulation, measurement and analysis of the
information. In addition to this, research design is defined as a broad plan or model which states
the direction to conduct an entire investigation project in systematic manner. It is desirable that,
the investigation much be presented in written form and clearly and simply stated (Yen and Wu,
2016). This section of investigation is mainly categorised among three aspects i.e. descriptive,
exploratory and experimental research design. Descriptive research design is significantly based
on describing issues and its key solutions, therefore, it recognised as the specific and purposive
study, this design is rests over one of more hypothesis. On the other hand exploratory research
design is mainly concern over discovering idea and insights to develop possible explanations. It
significantly helps in developing detailed explanation in regards to a specific issue or situation.
Exploratory research design, is mainly encompasses over breaking a broad vague issue into
smaller pieces or sub issues statements which helps in forming specific hypothesis. The other
one is experimental research design, which basically deals with effect and cause
interconnections. In this design attempts are created to analysed the influence of manipulation
over independent variables on dependent variables. This investigation design helps in generating
more practical results. The selection of research design is based on type of investigation, In this
present investigation work descriptive research design is suitable in conducting detailed
evaluation over the area of analysing the factors that are influencing the use of Mobile banking.
18

However, Descriptive research design is efficacious in conducting detailed evaluation over
investigating the factors that are suitable in influencing the use of mobile banking with the
support of developing hypothesis. In addition to this, descriptive research design is best suited
for quantitative analysis and effective in providing detailed information with suitable facts and
figures (Ellis and Ellis, 2011). Descriptive investigation design needs clear analysis over a
particular investigation issue and directed to answer the issue in effective manner. The growth o
banking sector in Malaysia is being shaped through the continious growth of telecommunication
industry. The growth of technology in the financial services has altered the nature of buying and
selling of financial services. In the context of the technological evolution, banks have
implemented startegies through offering effective services and products while downfalling and
building buyers satisfaction (Hanafizadeh and et. al., 2014). Furthermore, developed network
bandwidth or wireless application tools have implemented opportunities for the outspread
deployment and usage of mobile baking services.
Research Approach:
Research approach is also another key aspect of an investigation, therefore, it refers as the
plan and procedure which consists of the stages of broad assumptions to descriptive tools of
information accumulation, analysis and interpretation. It is therefore, encompasses over the
nature of the investigation issue being resolved. This section of investigation is based on
deductive and inductive research approach. Inductive reasoning, begins with the observation and
theories are proposed in regards to the end of the investigation process as a outcome of
observation. In addition to this, inductive approach is significantly begins with the observation
and theories in regards to the ending of the investigation process as an effective result of
observation (Hoehle, Scornavacca and Huff, 2012). On the other side, deductive research
approach is considered as an effective approach of information analysis as it is mainly applied by
the investigators for gathering accurate data in relation to a specific area of study. Thus it
approach is mainly, focuses with developing a hypothesis relay upon existing theory and them
scheming a best investigation strategy to analyse the hypothesis, thus it starts with a theory,
developing hypothesis via the theories and then gathering and analysing information to test those
hypothesis. In the present investigation work, deductive research approach has been taken into
consideration by the researcher as it is suitable in the context of analysing the factors that affects
the use of mobile banking. This approach is suitable because it is effectual executing detailed
19

investigation through gathering valuable information, therefore, Deductive research approach is
effective for quantitative analysis and supportive in executing descriptive evaluation via the
support of theories and hypothesis. Banking is the most developing sector in today's business
environment, where operations are consist over digital advancement, thus, the implementation of
digital advancement is effective for the banking sector in attaining higher competitive advantage
and providing easy facilities to their significant customers. In the context of banking sector,
digitalisation plays a vital role in making operations more easy and reliable which could be
beneficial for organisation and their customers as well. Perceived ease of use is defined as the
aspect when the user facing issues in implementation of technology due to complicated features
or too many steps included, these sort of issues might resist the use of system (Khedhaouria,
Beldi and Belbaly, 2013). For example, the ease of use has direct or indirect influence over the
attitude of staffs in regards to the usage of technology. In addition to this the ease of use signifies
the expectation of an individual towards using technology, therefore, the technology acceptance
model can analyse why users rejects and accepts information technology and how users
acceptance is influenced through the system (Chang, Tseng, Liang and Yan, 2013). A business or
its employees expect that technological advancement would be user friendly in nature and easy
to to applied in the manner to assist an individual to perform their work. Banks can leverage the
open banking for compliance such as Payment Service Directive, New Payments Platform,
Unified Payments Interface and more. People after innovation of mobile banking services are
moving towards digital from physical cards, because it provides them more comfortable and
convenient options with mobile point-of-sale payments. For this purpose, banks and other
financial institutions also focus on ensuring that mobile service applications will run more fast
and provide better and safe services (Amin, Rezaei and Abolghasemi, 2014). Furthermore,
services of banks like mobile card management, also allows the cardholders for monitoring and
controlling how, when and where their cards can be utilised, so that more security can be
provided to consumers. The main innovation in banking services includes the mobile banking,
digital wallet, aggregators, big data analytics and Bank in a Box (BiaB). Here, mobile banking
defines as a provision of services of banking by primary channels such as smartphone.
Research Model:
Mobile banking is breakthrough technology in the banking sector that improved
efficiency of the banks and quality of life of people. Technology Acceptance Model (TAM) has
20

been adopted to understand the acceptance of the IT. This model is specific to usage of IT and
valid in predicting acceptance of people of different IT systems. TAM is information system that
involving communication network channels used within in mobile banking. The TAM model
related to mobile banking given below:
Figure 1: Technology Acceptance Model (TAM)
Perceived ease of use (PEOU) – This has impact on the attitude to use the mobile
banking of a person. It is degree to which an individual believes that using the mobile banking
would be free from efforts. People need not to go to banks for doing any kind of the financial
transactions. It is safest method for doing the financial transactions.
Perceived Usefulness (PU) - It is related to degree to which an individual believes that
using the mobile banking helps in easy financial transactions. It has significant impact on the
attitude to use of the mobile banking.
Perceived risk (PR) - This is concerned about arise the trust issue while doing the
financial transactions from the mobile banking. People have fear about leaking the personal and
financial information of an individual from using the mobile banking. There is lack of privacy
and trust issues arise.
Research Philosophy:
This refers as the key consideration of an investigator during the implementation of an
exploration. Therefore, research philosophy is defined as a belief pattern which is incorporates in
21

the part of investigator for executing the investigation work. This technique is used to interpret
the data so that better results can be drawn out from the research. Research philosophy is of two
types which are interpretivism and positivism. Interpretivism philosophy refers as subjective
interpretation and intervention in reality that can be fully understood. On the other side,
positivism philosophy involves handling of reality with variations in only a single independent
variable so as to determine regularities in, and to form interconnection among, some of the
constituent aspects of the social globe. In the present research work, positivism philosophy has
been applied by the researcher as it is most suitable philosophical choice for analysing the factors
that influencing the use of mobile banking (Al-Qeisi and et. al., 2014). Positivism philosophy is
most appropriate for quantitative tool as it is efficacious in providing information that are based
on actual facts and figures, therefore, in this numerical informations are gathered that are
supportive in addressing the investigation issue in effective manner and reaching at the potential
outcome. Positivist believes that the reality is stable and can be observed and determined through
an objectives viewpoint without interfering the phenomenon being analysed.
Data Collection tools:
This is the most effective area of an investigation as it plays crucial role in conducting
statistical evaluation which assist the work in right manner to reaching at the potential outcome.
The information accumulation tools are basically incorporates over primary and secondary
source of data collection, therefore, these two are significant in assisting the overall over in right
manner to reaching at the significant outcome.
Primary information refers to the first hand data that are accumulated through the
investigator themselves on a specified area and used them in the statistical evaluation. In this
information accumulation is relay upon different methods like questionnaire, survey, physical
testing, mailed questionnaire, questionnaire filled and sent through enumerators, focus group,
case study, personal and telephonic interview and so on. On the other hand, secondary
investigation refers as the information gathered through someone else other than the user,
Therefore, in this information is already being gathered and analysed earlier by others (Nyamba
and Mlozi, 2012). The common sources for gathering this information is includes different
published and unpublished articles, magazines, journals, books, trade journals, newspapers and
so on.
22

In the case of present investigation work, both primary as well as secondary sources are
applied by the researcher to conduct an appropriate investigation over the area of analysing the
factors that are influencing the use of Mobile banking. Therefore, in this primary investigation is
being executed via the support of conducting questionnaire in which suitable questions are
developed that are covering the aim and objectives of the research (Palinkas and et. al., 2015).
On the contrary, secondary investigation is executed to develop an in-depth understanding over
the specified area via conducting theoretical analysis, therefore, in this information is mainly
gathered from books, journals, published research articles and past investigation work.
Data Sampling:
Data sampling is defined as a statistical evaluation tool which is applied to select,
manipulate and determine a representative subset of information points to analyse the patterns
and trends in the larger data set being evaluated. This is also an important aspect of investigation
which refers as the process of selecting a part of the individual, groups and specified areas.
Therefore, sampling is mainly replicates from the original population (Thomson and Emery,
2014). In the execution of an investigation, it is the fundamental consideration of the researcher
to select the most appropriate population size in respect to completion of the work in right
manner via the support of views and opinion analysis of individual. Sampling is mainly of two
types i.e. probabilistic and non- probabilistic data sampling. These two are the significant method
of selection sampling for the purpose of executing an investigation in effective manner.
Probabilistic is an effective form of sampling which uses randomization to develop assurance
that each aspect of the population gets an equal chance to be the part of the chosen sample. In
addition to this, probabilistic sampling is an efficient approach in that sample through a larger
population are chosen through applying a method which is relay upon multiple statistical tools.
In probabilistic sampling, sample has been select via different applications, which involves,
simple random sampling, Stratified sampling, systematic sampling, cluster sampling and multi
stage sampling (Chambers, 2017). On the contrary side, non-probabilistic sampling is defined as
an approach where information sample is analysed on the basis of subjective judgement of an
analyst. This approach is more reliant on the investigator's skills to chose aspects for a sample. In
this, the outcome of sampling might be biased and develop difficult for all the aspects of
population to be the part of the sample equally. In this approach selection of sample is based on
Convenience sampling, purposive sampling, quota sampling and snowball sampling. In the
23

context of this existing investigation, random sampling is the most suitable tool for selection
appropriate sample from the population who are able to provide suitable information in analysing
the factors that affects the use of mobile banking, therefore, in this respondents are randomly
select from the wider population. However, in this present study the overall investigation is
based on Malaysia, so the sample has been selected from the population of Malaysia, as people
from Malaysia are more liable in providing suitable information in regards to the area of banking
and how the intention of using mobile banking influenced (Schabenberger and Gotway, 2017).
In the present exploration sample size of 50 is appropriate for gathering suitable information in
regards to the purpose of addressing the investigation issue in appropriate manner. This would
have made improvement in banking transactions more easily, that transforms the consumer's
smartphone into a pocket checkout. Therefore, the effect of innovation can be significantly
measured in terms of payments, mobile pocket including the lending process of investment in
bankings. Hereby, the most productive innovation can be taken as product delivery channels
which includes mobile, social media, ATM, digital assistants and 3rd party channels. Anticipation
of these channels has much reduced the paper workload of banks. Innovations in banking is a
result of technology which has opened up the APIs, Advanced Analytics like Artificial
Intelligence, Conversational Interfaces, Cloud Processing and more. This basically determines
through the word of useful, therefore this defined as the term, capable of being advantageously.
In the context of business, individual's are mainly reinforced through good performance which
are raised through bones, good performance, promotion, rewards and so on. PU is positively
connected with continuance intention in the context of e-text, instant messaging, mobile service
provider, online travel services, e-learning, blog learning, knowledge creation (Böhm and
Constantine, 2016). Therefore, perceived usefulness has continuous influence over the
performance of an individual.
Data Analysis:
Data analysis mainly refers as the procedure of inspecting, cleansing, transforming and
modelling information with the objective of discovering appropriate data information outcome
and supporting decision making. Furthermore, data analysis if the process of systematically using
statistical and logical evolution tools to determine and illustrate, condense and recap and analyse
information (Xiao and Chen, 2012). In addition to this it is an important aspect of ensuring
24

information integrity is the appropriate and accurate evaluation of investigation findings. The
investigator needs to evaluate the information which are accumulated via the researcher in more
detailed manner for the purpose of making effective completion of the work. Proper analysis tool
is being chosen after adopting a suitable investigation type from qualitative and quantitative
aspects, therefore, the analysis tool is mainly based on either qualitative or quantitative
investigations. In the case of this present investigation the overall study is based on quantitative
aspects so in this analysis tool is being selected on the basis of quantitative aspects. However, in
this questionnaire is being applied by the researcher as it is most suitable tool for executing
analysis over the area of investigating the factors that affect the use of mobile banking.
Furthermore, in this work data has been analysed through thematic analysis as in this themes are
developed on the questions of questionnaire (Azevedo and et. al., 2011).
Ethical Consideration:
In the implementation of an investigation, it is important for the researcher to follow the
investigation ethics in respect to assisting the overall work in right manner to reaching at the
potential results and outcomes. The primary consideration of an investigator is to concern over
the investigations ethics and norms that are dignify for the purpose of reducing the chances of
errors and conflicts. Ethical considerations can be addressed at individual and at societal level,
therefore, it refers as the way that individual's are affected through the conduct of others merits
ethical considerations (Newell and Nelson-Gardell, 2014). In the context of executing an
appropriate academic research, it is fundamental for the investigators to follow up all the ethical
practices in respect to be work within ethical manner and do not harm the dignity of societal
aspects. There are assorted aspects which are needs to be considered by the researcher like,
Researcher needs to ensure their respondents about the safety and security of their information as
respondents are mainly willing for the confidentiality of their personal data. However, the
investigator is significantly responsible to consider the interest of participants and society as a
whole, thus investigator has not to work with those aspects that affects the emotions and
sentiments of people. The behavioural intention of people has influenced by recognising the
benefits of mobile banking, thus, banking through mobile is not only beneficial for customers but
also create value for the financial sectors. Malaysia is a developing country, where financial
sector is growing very fast by the emergence and advancement of mobile banking, therefore, In
Malaysia, people are concern over using mobile banking for satisfying their needs and wants.
25

According to the opinion stated by Hanudin Amin, Ricardo Baba and Mohd Zulkifli
Muhammad, 2020, Mobile banking allows customers to operate their banking transaction
through mobile applications or internet banking facilities as banks allows their customers to
check their account balances, credit or debit card transaction and give data on the latest
executions made by buyers. In addition to this, investigators also requires to follow the ethics
according to which they should ensure their participants about not asking any kind of personal
information related to their life, so that individual can be more able to provide valuable
information without having the issue of lacking confidentiality. Investigator should prioritise
respect for the dignity of investigation participates, thus this is effective in developing the morale
of individual in providing significant support in completion of the work. Researcher also requires
to obtain consent from the participants at the beginning of the study and also provide them
assurance regarding protection of their private data. Any sort of misleading data, as well as
cooperation of primary data results in a biased way must be avoided, thus researcher needs to
work on equality basis, therefore, researcher are not allow to make any sort of discrimination
among the participants. Time and cost is also a major aspect which is requires to be considered
by the investigator in executing an investigation, therefore, Investigator also requires to develop
an effective time frame in which all the investigation activities are mentioned with an appropriate
time duration in which the investigation activity needs to be completed (Selinger, 2014).
Researcher also needs to make appropriate arrangement of funds and capital in respect to
assisting investigation activities in appropriate manner. Therefore, some activities in research are
cost consuming in nature and needs high cost to be completed, so it is the prior obligation of an
investigator to make appropriate arrangement of cost and capital.
Validity and Reliability:
Validity and reliability are refers as the concept which are used to analyse the quality of
investigation. Therefore, validity is about the accuracy of a measure and reliability is about the
consistency of a measure. In the execution of an investigation it is important for the researcher to
analyse the validity and reliability for the purpose of completion of the work in right manner and
addressing the issue of investigation in efficient way. Validity and reliability analysis helps an
investigator in aiding the overall work in right direction to reaching at the potential outcome.
Validity and reliability are two different aspect that are more effective in pushing ahead towards
right course without confronting any issue and conflicts (Noble and Smith, 2015). An
26

investigation is proved to be reliable when appropriate results can be made through gathering
information via most authentic resources. On the contrary side, a research is known to be valid
when appropriate sort of outcomes can be drawn on different situations, therefore, the validation
of information is requires to be same in every case. In the case of this particular investigation
validity and reliability is essential for conducting detailed analysis over the area of the potential
factors that affects the usage of mobile banking. For maintaining the reliability of this particular
investigation, researcher has gather information through the most suitable sources which are
authentic and helpful in rendering appropriate information in regards to the chosen subject area.
Thus reliability analysis is important because it provides the surety of authenticity of the
information. In the modern scenario, the living of individual is very much based on the use of
digital technologies, therefore, these advance tools are effective in making individual's living
more easy and reliable, thus this mainly affects the behavioural intention of people to use mobile
banking for the purpose of fulfilling their desires.. Furthermore, validity can be measured to
determining the findings and outcome of the researcher that are associated through gathering
information from reliable sources. In the case of present study, validity is prior as the present
study is a wide academic research which is effectual in exploring the knowledge base of
individual in regards to the chosen subject area (Drost, 2011). Moreover most appropriate
methods are received through the investigator as to keeping in mind the end goal to collecting
best result through analysing the exploration in suitable manner. It is the real obligation of
researcher to guarantee that the investigation work needs to fulfil the criteria of entire work that
are connected with validity and reliability. Individual are having issue regarding the lack of
connection as they are feeling insecure regarding their transaction while connection errors are
arises. However, these all are may connected to the preference of consumers to operate the
mobile banking facilities within the reasonable duration. In addition to this, the ability of mobile
banking in terms of moving from one section to another of services in understandable way
influences the appropriateness of mobile banking (Thakur and Srivastava, 2014).
Time and convenience are recognised as the key risks which are arises in the adoption of
internet banking, therefore, these risks are relay upon loss of time in any inconvenience arises
due to the delay of receiving payment or the difficulties to navigate the mobile banking. The time
and convenience risks are mainly arises due to the connection used by the users, thus, the
27

connection errors has produces the issue regarding implementing any transaction via the help of
internet banking.
28

Chapter 4: Data Analysis
Frequency Table
Questionnaire
DV 1: Technology Acceptance Model (TAM)
Q1 Ability of the service provider has important influence in choosing mobile
banking service
Frequency
a) Strongly Agree 38
b) Agree 4
c) Neutral 3
d) Disagree 3
e) Strongly Disagree 2
Q2) The mobile banking service provider has the ability to provide mobile
banking service
Frequency
a) Strongly Agree 36
b) Agree 6
c) Neutral 2
d) Disagree 3
e) Strongly Disagree 3
Q3) Benevolence of the service provider has important influence in choosing
mobile banking service
Frequency
a) Strongly Agree 40
b) Agree 3
c) Neutral 2
d) Disagree 2
e) Strongly Disagree 3
29

Q4) The mobile Banking service providers of your choice tend to provide
benevolent service
Frequency
a) Strongly Agree 35
b) Agree 5
c) Neutral 5
d) Disagree 3
e) Strongly Disagree 2
Q5) Integrity of the service provider has important influence in choosing mobile
banking service
Frequency
a) Strongly Agree 33
b) Agree 5
c) Neutral 4
d) Disagree 3
e) Strongly Disagree 5
Q6) Integrity of the service provider will make the mobile banking a better
option than the traditional banking
Frequency
a) Strongly Agree 42
b) Agree 2
c) Neutral 2
d) Disagree 1
e) Strongly Disagree 3
Q7) The mobile Banking service providers of your choice tend to provide
integral service.
Frequency
a) Strongly Agree 36
b) Agree 4
30

c) Neutral 3
d) Disagree 4
e) Strongly Disagree 3
IDV 1: Perceived Ease of Use (PEOU)
Q1) Learning to use mobile banking would be easy Frequency
a) Strongly Agree 35
b) Agree 2
c) Neutral 5
d) Disagree 3
e) Strongly Disagree 5
Q2) Interaction with mobile banking does not require a lot of mental effort. Frequency
a) Strongly Agree 36
b) Agree 4
c) Neutral 3
d) Disagree 4
e) Strongly Disagree 3
Q3) It is easy to use mobile banking to accomplish banking tasks Frequency
a) Strongly Agree 36
b) Agree 2
c) Neutral 4
d) Disagree 3
e) Strongly Disagree 5
Q4) The usage of mobile banking is easier than the traditional banking. Frequency
a) Strongly Agree 18
31

b) Agree 15
c) Neutral 3
d) Disagree 10
e) Strongly Disagree 4
Q5) It is not easy for me to understand how to use mobile devices & applications
like mobile banking
Frequency
a) Strongly Agree 8
b) Agree 5
c) Neutral 10
d) Disagree 15
e) Strongly Disagree 12
Q6) To what extent do perceived ease of use affect your acceptance to use mobile
banking services?
Frequency
a) Strongly High Extent 15
b) Normal Extent 20
c) Neutral 5
d) Low Extent 5
e) Strongly Lower Extent 5
Q7) To what extent do perceived ease of use affect your experience to use mobile
banking services
Frequency
a) Strongly High Extent 18
b) Normal Extent 17
c) Neutral 4
d) Low Extent 6
e) Strongly Lower Extent 5
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IDV 2: Perceived Usefulness (PU)
Q1) Using mobile banking would enable the users to accomplish tasks more
quickly
Frequency
a) Strongly Agree 18
b) Agree 15
c) Neutral 3
d) Disagree 10
e) Strongly Disagree 4
Q2) Using mobile banking would make it easier for the users to carry out tasks Frequency
a) Strongly Agree 16
b) Agree 14
c) Neutral 5
d) Disagree 8
e) Strongly Disagree 7
Q3) Is mobile banking is useful for all generations Frequency
a) Strongly Agree 42
b) Agree 4
c) Neutral 1
d) Disagree 1
e) Strongly Disagree 2
Q4) Overall, using mobile banking is advantageous. Frequency
a) Strongly Agree 18
b) Agree 15
c) Neutral 3
d) Disagree 10
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e) Strongly Disagree 4
Q5) To what extent does perceived usefulness affect your attitude to usage
Mobile Banking Services
Frequency
a) Strongly High Extent 25
b) Normal Extent 10
c) Neutral 6
d) Low Extent 4
e) Strongly Lower Extent 5
Q6) To what extent does perceived usefulness affect your intention to usage of
Mobile Banking Services
Frequency
a) Strongly High Extent 18
b) Normal Extent 17
c) Neutral 4
d) Low Extent 6
e) Strongly Lower Extent 5
Q7) To what extent does your perceived usefulness affect your intention on usage
of Mobile Banking Services
Frequency
a) Strongly High Extent 22
b) Normal Extent 15
c) Neutral 3
d) Low Extent 5
e) Strongly Lower Extent 5
IDV 3: Perceived Risk (PR)
Q1) Mobile banking services may not perform well and process payments Frequency
34

incorrectly
a) Strongly Agree 16
b) Agree 14
c) Neutral 5
d) Disagree 8
e) Strongly Disagree 7
Q2) The users’ friends, family and colleagues would think less of them in case of
any wrong in transactions through mobile banking.
Frequency
a) Strongly Agree 15
b) Agree 15
c) Neutral 5
d) Disagree 8
e) Strongly Disagree 7
Q3) When mobile banking users’ bank account incurs fraud or hacking, they will
have a potential loss of status in social group
Frequency
a) Strongly Agree 12
b) Agree 18
c) Neutral 10
d) Disagree 5
e) Strongly Disagree 5
Q4) Usage of mobile banking leads to time fixing payments errors Frequency
a) Strongly Agree 16
b) Agree 14
c) Neutral 5
d) Disagree 8
35

e) Strongly Disagree 7
Q5) Due to poor network of mobile in some areas may take a lots of time to do
transactions through mobile banking.
Frequency
a) Strongly Agree 30
b) Agree 8
c) Neutral 4
d) Disagree 5
e) Strongly Disagree 3
Q6) When transferring money through mobile banking, the users afraid that they
will lose money due to careless and mistakes
Frequency
a) Strongly Agree 38
b) Agree 4
c) Neutral 3
d) Disagree 3
e) Strongly Disagree 2
Q7) There is a fear of using mobile banking that other people may access my
account through hacking or other means.
Frequency
a) Strongly Agree 25
b) Agree 10
c) Neutral 5
d) Disagree 5
e) Strongly Disagree 5
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Thematic Analysis
DV 1: Technology Acceptance Model (TAM)
Statistics
Frequency Frequency Frequency Frequency Frequency Frequency Frequency
N
Valid 5 5 5 5 5 5 5
Missing 0 0 0 0 0 0 0
Mean 10.00 10.00 10.00 10.00 10.00 10.00 10.00
Median 3.00 3.00 3.00 5.00 5.00 2.00 4.00
Mode 3 3 2a 5 5 2 3a
Std. Deviation 15.668 14.612 16.778 14.036 12.884 17.903 14.543
Variance 245.500 213.500 281.500 197.000 166.000 320.500 211.500
Skewness 2.225 2.179 2.231 2.188 2.213 2.227 2.229
Std. Error of
Skewness .913 .913 .913 .913 .913 .913 .913
Kurtosis 4.959 4.783 4.982 4.831 4.919 4.969 4.976
Std. Error of Kurtosis 2.000 2.000 2.000 2.000 2.000 2.000 2.000
Range 36 34 38 33 30 41 33
Minimum 2 2 2 2 3 1 3
Maximum 38 36 40 35 33 42 36
Sum 50 50 50 50 50 50 50
a. Multiple modes exist. The smallest value is shown
Theme 1 Ability of the service provider has important influence in choosing mobile banking
service.
Frequency
Frequency Percent Valid Percent Cumulative Percent
Valid
2 1 20.0 20.0 20.0
3 2 40.0 40.0 60.0
4 1 20.0 20.0 80.0
38 1 20.0 20.0 100.0
Total 5 100.0 100.0
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Theme 2) The mobile banking service provider has the ability to provide mobile banking service.
Frequency
Frequency Percent Valid Percent Cumulative Percent
Valid
2 1 20.0 20.0 20.0
3 2 40.0 40.0 60.0
6 1 20.0 20.0 80.0
36 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 3) Benevolence of the service provider has important influence in choosing mobile
banking service.
Frequency
Frequency Percent Valid Percent Cumulative Percent
Valid
2 2 40.0 40.0 40.0
3 2 40.0 40.0 80.0
40 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 4) The mobile Banking service providers of your choice tend to provide benevolent
service.
Frequency
Frequency Percent Valid Percent Cumulative Percent
Valid
2 1 20.0 20.0 20.0
3 1 20.0 20.0 40.0
5 2 40.0 40.0 80.0
35 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 5) Integrity of the service provider has important influence in choosing mobile banking
service.
Frequency
Frequency Percent Valid Percent Cumulative Percent
Valid 3 1 20.0 20.0 20.0
4 1 20.0 20.0 40.0
38

5 2 40.0 40.0 80.0
33 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 6) Integrity of the service provider will make the mobile banking a better option than the
traditional banking.
Frequency
Frequency Percent Valid Percent Cumulative Percent
Valid
1 1 20.0 20.0 20.0
2 2 40.0 40.0 60.0
3 1 20.0 20.0 80.0
42 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 7) The mobile Banking service providers of your choice tend to provide integral service.
Frequency
Frequency Percent Valid Percent Cumulative Percent
Valid
3 2 40.0 40.0 40.0
4 2 40.0 40.0 80.0
36 1 20.0 20.0 100.0
Total 5 100.0 100.0
DV 1: Technology Acceptance Model (TAM) Interpretation:
From the in-depth analysis of descriptive statistical analysis it has been interpreted that
for this present work technology acceptance model is the dependent variable and In this
investigation survey is conducted among 50 respondents, who are randomly picked from the
population in which people are using mobile banking facilities. Therefore, the ability of the
service provider has important influence in choosing mobile banking service and median and
mode both are 3 and for analysing the aspect that the mobile banking service provider has the
ability to provide mobile banking service, so the mode and median for the same is 3,
furthermore, as per the detained evolution of the project it has been determined that, median is 3
and mode is 2 for evaluating the argument that the Benevolence of the service provider has
important influence in choosing mobile banking service. In addition to this, median and mode
both are 4 for the analysis that the mobile Banking service providers of your choice tend to
39

provide benevolent service and mode and media both are 5 for the statement that Integrity of the
service provider has important influence in choosing mobile banking service. Along with this, as
per the evaluation of the project median and mode both are 2 for this evaluation Integrity of the
service provider will make the mobile banking a better option than the traditional banking. At the
end median is 4 and mode is 3 for determining the statement that mobile Banking service
providers of your choice tend to provide integral service.
From the SPSS tables, it has been seen that according to respondents mobile service
providers plays an important role to influence the mobile banking sector as 40 out of 50 people
strongly agree to this statement. It also has been seen that standard deviation to be response to
“integrity of service provider is important” is 12.884 which means without any doubt, most of
the people agreed to this statement and standard error of variation in the answers of people is
quite low.
40

IDV 1: Perceived Ease of Use (PEOU)
Statistics
Frequency Frequency Frequency Frequency Frequency Frequency Frequency
N Valid 5 5 5 5 5 5 5
Missing 0 0 0 0 0 0 0
Mean 10.00 10.00 10.00 10.00 10.00 10.00 10.00
Median 5.00 4.00 4.00 10.00 10.00 5.00 6.00
Mode 5 3a 2a 3a 5a 5 4a
Std. Deviation 14.036 14.543 14.577 6.595 3.808 7.071 6.892
Variance 197.000 211.500 212.500 43.500 14.500 50.000 47.500
Skewness 2.188 2.229 2.203 .113 .000 .884 .573
Std. Error of Skewness .913 .913 .913 .913 .913 .913 .913
Kurtosis 4.831 4.976 4.883 -2.439 -.378 -1.750 -3.194
Std. Error of Kurtosis 2.000 2.000 2.000 2.000 2.000 2.000 2.000
Range 33 33 34 15 10 15 14
Minimum 2 3 2 3 5 5 4
Maximum 35 36 36 18 15 20 18
Sum 50 50 50 50 50 50 50
a. Multiple modes exist. The smallest value is shown
Theme 1) Learning to use mobile banking would be easy.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid
2 1 20.0 20.0 20.0
3 1 20.0 20.0 40.0
5 2 40.0 40.0 80.0
35 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 2) Interaction with mobile banking does not require a lot of mental effort.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid 3 2 40.0 40.0 40.0
4 2 40.0 40.0 80.0
41

36 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 3) It is easy to use mobile banking to accomplish banking tasks.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid
2 1 20.0 20.0 20.0
3 1 20.0 20.0 40.0
4 1 20.0 20.0 60.0
5 1 20.0 20.0 80.0
36 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 4) The usage of mobile banking is easier than the traditional banking.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid
3 1 20.0 20.0 20.0
4 1 20.0 20.0 40.0
10 1 20.0 20.0 60.0
15 1 20.0 20.0 80.0
18 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 5) It is not easy for an individual to understand how to use mobile devices & applications
like mobile banking.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid 5 1 20.0 20.0 20.0
8 1 20.0 20.0 40.0
10 1 20.0 20.0 60.0
12 1 20.0 20.0 80.0
15 1 20.0 20.0 100.0
42

Total 5 100.0 100.0
Theme 6) On a higher extent perceived ease of use affect your acceptance to use mobile banking
services.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid
5 3 60.0 60.0 60.0
15 1 20.0 20.0 80.0
20 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 7) On an effectively high extent perceived ease of use affect your experience to use
mobile banking services.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid
4 1 20.0 20.0 20.0
5 1 20.0 20.0 40.0
6 1 20.0 20.0 60.0
17 1 20.0 20.0 80.0
18 1 20.0 20.0 100.0
Total 5 100.0 100.0
IDV 1: Perceived Ease of Use (PEOU) Interpretation:
As per the detailed analysis of the project it has been analysed that, Perceived Ease of use
is the independent variable, therefore, mean for this project is 10 which is same for every
question as the number of respondents for the survey is equal. Median is 5 and mode is also 5 for
the determining that the learning use of mobile banking and median is 4 and mode is also 3 for
analysing the argument that Interaction with mobile banking does not require a lot of mental
effort. Median is 4 and mode is 2 for evaluating that the use of mobile banking is easy to
accomplish banking tasks. For evaluating the statement that mobile banking is much easy than
traditional banking median is 10 and mode is also 3. Further more, the descriptive analysis over
the statement that It is not easy for an individual to understand how to use mobile devices &
43

applications like mobile banking, median is 10 and mode is 5 and Majority of respondents said
that On a higher extent perceived ease of use affect the acceptance to use mobile banking
services or median and mode both are 5, therefore, median is 6 and mode is 4 for evaluating that
the perceived ease of use affect your experience to use mobile banking services.
From the descriptive statistics procured from SPSS output, it has been see that majority
of people think learning to use mobile banking will be easy as maximum people responded to
strongly agree option. Only 2 among 50 people think that learning mobile banking would be
difficult and this value is gained from minimum and maximum function. Also, similar to learning
mobile banking, responded also strongly agreed to the statement that not even learning but
conducting internet banking tasks will also be easier.
IDV 2: Perceived Usefulness (PU)
Statistics
Frequency Frequency Frequency Frequency Frequency Frequency Frequency
N
Valid 5 5 5 5 5 5 5
Missing 0 0 0 0 0 0 0
Mean 10.00 10.00 10.00 10.00 10.00 10.00 10.00
Median 10.00 8.00 2.00 10.00 6.00 6.00 5.00
Mode 3a 5a 1 3a 4a 4a 5
Std. Deviation 6.595 4.743 17.930 6.595 8.689 6.892 8.185
Variance 43.500 22.500 321.500 43.500 75.500 47.500 67.000
Skewness .113 .468 2.210 .113 1.886 .573 .957
Std. Error of Skewness .913 .913 .913 .913 .913 .913 .913
Kurtosis -2.439 -2.385 4.905 -2.439 3.579 -3.194 -1.035
Std. Error of Kurtosis 2.000 2.000 2.000 2.000 2.000 2.000 2.000
Range 15 11 41 15 21 14 19
Minimum 3 5 1 3 4 4 3
Maximum 18 16 42 18 25 18 22
Sum 50 50 50 50 50 50 50
a. Multiple modes exist. The smallest value is shown
Theme 1) Using mobile banking would enable the users to accomplish tasks more quickly.
Frequency
44

Frequency Percent Valid Percent Cumulative
Percent
Valid
3 1 20.0 20.0 20.0
4 1 20.0 20.0 40.0
10 1 20.0 20.0 60.0
15 1 20.0 20.0 80.0
18 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 2) Using mobile banking would make it easier for the users to carry out tasks.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid
5 1 20.0 20.0 20.0
7 1 20.0 20.0 40.0
8 1 20.0 20.0 60.0
14 1 20.0 20.0 80.0
16 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 3) Is mobile banking is useful for all generations.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid
1 2 40.0 40.0 40.0
2 1 20.0 20.0 60.0
4 1 20.0 20.0 80.0
42 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 4) Overall, using mobile banking is advantageous.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid 3 1 20.0 20.0 20.0
4 1 20.0 20.0 40.0
45

10 1 20.0 20.0 60.0
15 1 20.0 20.0 80.0
18 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 5) On a higher extent perceived usefulness affect the attitude to usage Mobile Banking
Services.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid
4 1 20.0 20.0 20.0
5 1 20.0 20.0 40.0
6 1 20.0 20.0 60.0
10 1 20.0 20.0 80.0
25 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 6) On a higher extent perceived usefulness affect the intention to usage of Mobile
Banking Services.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid
4 1 20.0 20.0 20.0
5 1 20.0 20.0 40.0
6 1 20.0 20.0 60.0
17 1 20.0 20.0 80.0
18 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 7) On a higher extent perceived usefulness affect the intention on usage of Mobile
Banking Services.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid 3 1 20.0 20.0 20.0
46

5 2 40.0 40.0 60.0
15 1 20.0 20.0 80.0
22 1 20.0 20.0 100.0
Total 5 100.0 100.0
IDV 2: Perceived Usefulness (PU) Interpretation:
According to the analysis executed through descriptive statistical analysis it has been
interpreted that Mean is 10 for each question as the number of participants are 50 which is equal
for every survey and for evaluating the statement that, Using mobile banking would enable the
users to accomplish tasks more quickly, median is 10 and mode is 3, furthermore, as per the
opinion analysis of the respondents over the area of Using mobile banking would make it easier
for the users to carry out tasks, median in 8 and mode is 5. In addition to this, majority of
respondents said that mobile banking is useful for all generations, so the median is 2 and mode is
1. According to the detailed evaluation of the project it has been analysed that median is 10 and
mode is 3 for the argument that using mobile banking is advantageous. Thus, from the views
accumulated through the respondents opinion it has been analysed that majority of people said
that On a higher extent perceived usefulness affect the attitude to usage Mobile Banking
Services and media is 6 and mode is 6. However, the study also stated that, On a higher extent
perceived usefulness affect the intention to usage of Mobile Banking Services, so mode is 4 and
median is 6 for the same. In addition to this, On a higher extent perceived usefulness affect the
intention on usage of Mobile Banking Services and median is 5 and mode is 5 for the same.
Due to lack of knowledge in respondents regarding mobile banking, the response to
statement “mobile banking would enable the users to accomplish tasks more quickly” was
deviated. Few people said that they strongly agree with this statement but few were neutral to
this statement which provides the opportunity to spread awareness regarding mobile banking
services. It is also analysed from above SPSS results that according to respondents mobile
banking is a useful application for all generations. This conclusion was gained by analysing the
maximum value of theme 3 which 42 that implies 42 among 50 strongly agrees that mobile
banking services are essential and useful for all generations.
47

IDV 3: Perceived Risk (PR)
Statistics
Frequency Frequency Frequency Frequency Frequency Frequency Frequency
N Valid 5 5 5 5 5 5 5
Missing 0 0 0 0 0 0 0
Mean 10.00 10.00 10.00 10.00 10.00 10.00 10.00
Median 8.00 8.00 10.00 8.00 5.00 3.00 5.00
Mode 5a 15 5 5a 3a 3 5
Std. Deviation 4.743 4.690 5.431 4.743 11.336 15.668 8.660
Variance 22.500 22.000 29.500 22.500 128.500 245.500 75.000
Skewness .468 .363 .702 .468 2.090 2.225 1.925
Std. Error of Skewness .913 .913 .913 .913 .913 .913 .913
Kurtosis -2.385 -2.907 -.298 -2.385 4.441 4.959 3.667
Std. Error of Kurtosis 2.000 2.000 2.000 2.000 2.000 2.000 2.000
Range 11 10 13 11 27 36 20
Minimum 5 5 5 5 3 2 5
Maximum 16 15 18 16 30 38 25
Sum 50 50 50 50 50 50 50
a. Multiple modes exist. The smallest value is shown
Theme 1) Mobile banking services may not perform well and process payments incorrectly.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid
5 1 20.0 20.0 20.0
7 1 20.0 20.0 40.0
8 1 20.0 20.0 60.0
14 1 20.0 20.0 80.0
16 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 2) The users’ friends, family and colleagues would think less of them in case of any
wrong in transactions through mobile banking.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
48

Valid
5 1 20.0 20.0 20.0
7 1 20.0 20.0 40.0
8 1 20.0 20.0 60.0
15 2 40.0 40.0 100.0
Total 5 100.0 100.0
Theme 3) Mobile banking users’ bank account incurs fraud or hacking, they will have a potential
loss of status in social group.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid
5 2 40.0 40.0 40.0
10 1 20.0 20.0 60.0
12 1 20.0 20.0 80.0
18 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 4) Usage of mobile banking leads to time fixing payments errors.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid
5 1 20.0 20.0 20.0
7 1 20.0 20.0 40.0
8 1 20.0 20.0 60.0
14 1 20.0 20.0 80.0
16 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 5) Due to poor network of mobile in some areas may take a lots of time to do transactions
through mobile banking.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid 3 1 20.0 20.0 20.0
4 1 20.0 20.0 40.0
49

5 1 20.0 20.0 60.0
8 1 20.0 20.0 80.0
30 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 6) Transferring money through mobile banking, the users afraid that they will lose money
due to careless and mistakes.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid
2 1 20.0 20.0 20.0
3 2 40.0 40.0 60.0
4 1 20.0 20.0 80.0
38 1 20.0 20.0 100.0
Total 5 100.0 100.0
Theme 7) There is a fear of using mobile banking that other people may access my account
through hacking or other means.
Frequency
Frequency Percent Valid Percent Cumulative
Percent
Valid
5 3 60.0 60.0 60.0
10 1 20.0 20.0 80.0
25 1 20.0 20.0 100.0
Total 5 100.0 100.0
IDV 3: Perceived Risk (PR) Interpretation:
As per the in-depth evaluation of the project it has been determined that perceived risk is
the another important independent variable for this investigation, Therefore, mean is 10 for the
each survey questionnaire as the number of respondents in every survey is equal. As per the
analysis of the respondents opinion it has been analysed that, the median is 8 and mode is 5 for
the statement that, Mobile banking services may not perform well and process payments
incorrectly. In this investigation majority of respondents are in favour with the statement that
The users’ friends, family and colleagues would think less of them in case of any wrong in
50

transactions through mobile banking, therefore, median is 8 and mode is 15 for the same. In
addition to this, median is 10 and mode is 5 for the analysis that the Mobile banking users’ bank
account incurs fraud or hacking, they will have a potential loss of status in social group. Thus
this recognised as the major perceived risk. Furthermore, Usage of mobile banking leads to time
fixing payments errors and majority of individual are in favour with this statement, so median is
8 and mode is 5. Therefore, number of respondents said that, Due to poor network of mobile in
some areas may take a lots of time to do transactions through mobile banking, which is also a
major issue that influences the intention of people to use mobile banking, thus median for the
same is 5 and mode is 3. Along with this, respondents said that, Transferring money through
mobile banking, the users afraid that they will lose money due to careless and mistakes and
median and mode both is 3. In addition to this, majority of individual said that, There is a fear of
using mobile banking that other people may access my account through hacking or other means,
so median is 5 and mode is also 5 for the same.
By analysing the SPSS tables above, it has also interpreted that people are limiting
themselves from using mobile banking applications as they have fear that using mobile banking
will result in illegal access of their bank accounts. This result is gained as maximum people are
strongly agreeing and agreeing with the theme 7.
Chapter 5: Conclusion
From the in-depth analysis of the project it has been concluded that Banking sector have
grown tremendously over the past years with emergence and advancement of technologies
Therefore higher emergence of technologies are not only benefited for their customers but as
well as to motivate and attract new prospects to join in the journey. This leap in rendering a
robust technological advances, the banks has moved forward in becoming a significant service
renderer especially with internet banking. Mobile banking is significant in providing
convenience to their customers of transecting anytime, anywhere, therefore, There are multiple
benefits of mobile banking like high security, time saving, friendly interface, dynamic account
monitoring, dynamic facility, real time access, ubiquitous access etc., that are effective in
influencing the intention of people to use mobile banking than tradition methods. In addition to
this, mobile banking is also effective in reducing the extra cost and time to travel and queued for
effective banking services. Financial institutions who are offering the innovative solutions such
as mobile deposit capture, person to person payments, actionable alerts and more, are likely to
51

observe the corresponding lift within mobile banking adoption as well as its usage. Hereby, with
every transaction which is made on a mobile device, the engagement of digitalisation is more
increased. As per the detailed analysis of the project it has been analysed that, majority of
respondents said that mobile banking is now a day's a most applied tool for the purpose of
fulfilling their needs and wants without making any efforts. The detailed study stated that,
according to the analysis of the survey report it has been determined that, Perceived ease of use
and perceived usefulness are two effective term that are directly influencing the intention of
individual to use mobile banking. In this present investigation, majority of respondents said that,
mobile banking is a best alternative of traditional banking, therefore, mobile banking an efforts
less method of fulfilling the banking needs and purposes. Mobile banking also refers as a
connection channel among consumers and banks through mobile devices. Mobile banking is an
extension of internet banking that are effective in developing the ability of technology to support
consumer in their convenient time and place. In the present analysis, respondents has said that,
there are various factors like social, financial, security, privacy, performance error etc. that
mainly affects the intention of people to use Mobile banking, thus these errors are significantly
concern by the banking industries in respect to reducing the errors and gaining the attention of
people to use mobile banking. The perceived risk of adopting mobile banking are the experience
and maturity to operate within the tedious ecosystem. The improper use may enhance the risk in
mobile banking and a wrong attempt may create issue for the user in theft of money, hacking of
id etc. Therefore, mobile banking are open to risk like as unsecured networks, mobile malware,
third party applications and risky buyers behaviour. The evaluation of mobile banking is only be
success through appropriate and creative communication and marketing of the advantages and
convenience of mobile banking platform as an alternative to traditional banking and internet
banking enlighten through banks to Malaysia or the globe. Financial industry in Malaysia
performs an effective role as the most strong banking industry which provides an effective
support to the economic development to render efficient services. With the help of mobile
banking customers can check their account, balance, receive their mini statement, check their
transaction details etc. These facilities are effective in influencing the intention of people for
using mobile banking and taking benefits of easy facilities. Therefore, Financial industry of
Malaysia is known to be the most developed banking sector around the globe, which is providing
effective banking and financial facilities to the customers. Introduction to transforming both at
52

the procedural level or informational level, the changes are to be concerned through transmigrate
from traditional distribution channel to digital distribution channel. As per the evaluation of the
project it has also been seen that, industries are constantly concern over converting from
traditional to electronic method for the purpose of enhancing their operations and progression,
thus technological advancement in financial sector, technology have successfully embraced the
wireless connectivity technology. The developing use of high tech technologies like smart
phones, advance tablets, computer systems, these has efficiently leveraged mobile banking
activities. Recently, mobile banking services are concern over providing lots of facilities and
services involving account data, payment and transfer information, investment, support and
content services (Zhang, Zhu and Liu, 2012). There are multiple perceived risk arises in the
adoption of mobile banking, thus people are affects by the perceived risks like financial issues,
social errors, security and privacy issues. However, the paradigm shift has transforms buyers
behaviour pattern in interacting with financial industry and eventually transforming the rules of
buying and selling financial facilities. Hence, banks have laid its emphasis over the execution on
mobile banking facilities because it shed the light on reduce costs, sustain competitive
advantage, develop greater convenience to customers and serving facilities to embanked users.
As per the evaluation of the project, it is being stated that, majority of respondents said that,
mobile banking is an effective method which is effective in providing easy facilities to their
customers, therefore, there are various factors like social, performance, safety, security, finance
that affect the intention of people to use mobile banking. There are recognisably affecting the
operations of banks that are implemented on the basis of mobile banking, so that banks are
concern over resolving these issues by ensuring their customers about the safety of their private
data or security from fraudulent activities, through providing them assurance with the support of
authenticate ID and passwords which are only be accesses by the users itself.
Chapter 6: Recommendation
The considered project is based on the aspects that are affecting the intention of using
mobile banking, therefore, scope of study is wide as it is effective in developing the
understanding of individual who are very much interested towards the chosen study area.
According to the detailed analysis of the project it has been recommended that, As the most
developing sector, financial industry should be concerned about the emergence of advance tools
and technologies for the purpose of making banking transactions more effective and reliable. It is
53

essential for companies to identify risk as it is categorised among different facts i.e. performance
risk, social risk, financial risk, time risk, security risk that are provided more in detailed
understanding of characteristics of risks in regards internet banking (Martins, Oliveira and
Popovič, 2014). Performance risk is mainly defined to the losses incurred through lack or
malfunctions of mobile banking. Considering the above information, it has been
recommended that as technology is evolving, it is crucial for each sector to bring in innovation
within services. In context of banking sector, the trend which prevails within the market is
mobile banking for providing ease to their customers. However, it is suggested to financial
organisations in Malaysia for implementing secure and protected technological systems in terms
of providing facility of mobile banking. Meanwhile, it is recommended that there are several
important factors which should be consider while establishing safe e-mobile banking
applications for making easy to use services by clients. It is favourable for citizens of the nation
to monitor their account balances, transfer funds, pay bills and prepaid to up which satisfy their
needs and gain trust on banks. In addition to this, the mobile baking is known as an effective as
well as efficient strategy in current trend of dynamic market environment. It is suggested that
innovative techniques and safety practices should be used in banking sector to improve their
services and provide safe financial facilities so that people feel secured as well as comfortable to
prefer mobile banking. Moreover, people feel scared regarding financial crisis through mobile
banking and not able to use it due to improper network authentication. It has been recommended
that financial organisations should focus on factors that make individuals avoid mobile banking
to eliminate them from their technological application. It is also essential encourage people for
using this technique which make their transactions and other aspects easy with the help of
adopting technology acceptance model. The applications or gadgets mainly enable an individual
to establish link with the server, execute verification process and authorisation, carry out
payments and then ensure the finalised transactions. However, perceived ease of use influences
an individual's choice to adopt mobile banking for the purpose of their own reliability and
comfort. Therefore, Mobile banking mainly aids banks in attaining higher competitive
advantage. In the modern decade, via analysing the reliability of people over digital technology,
businesses are concern over implementing effective digital facilities for the purpose of making
organisational operations more easy and reliable
54

On the other hand, it is suggested that mobile banking applications should be establish is such a
manner so that a customer feel to make effortless use of it. It is required to reduce the complexity
of applications and make it easy to use for consumers which facilitate to motivate them to adopt
the same. However, financial organisations of Malaysia are required to secure develop the trust
factor among people by implementing protected mobile banking which facilitate to enhance
customers. Basically, it has been recommended that customer care services should be provide to
people for 24*7 to solve issues related to mobile banking applications which is helpful to gain
satisfaction of them. It is observed that, many of individuals avoid to use application of baking
because they do not have any option to solve relevant issues immediately. Citizens avoid it to
eliminate financial crisis as they feel that no one is there to solve the relevant problem. Effective
customer acre services and their immediate delivery of facilities by solving queries if clients is
favourable to increase customers of mobile banking which is beneficial for services users as well
as financial companies of Malaysia. In today's modern scenario, the living of individual is based
on digital advancement as people are very much based on using digital tools and technologies for
making their living more easy and comfortable, therefore, digitalisation is helpful in reducing
human efforts and making their life more easy and reliable In addition to this, it has been
suggested that relevant risk factors should be identified in baking sectors and implement
effective strategies to eliminate them which make customers conformable to utilise the mobile
baking in well developed country. It is essential for financial organisations of the nation to
provide proper guidelines for clients about not sharing confidential information with others
including passwords, log in Ids etc.
The Malaysian bank need to develop strategies to persuade their buyers into applying mobile
banking, therefore, it would need to bring up transformation both at procedural and informational
level like wise changing to the electronic distribution channel through the traditional tools.
Banking sector requite to adopt advance technologies for the purpose of providing significant
support to the banking services, therefore, mobile banking is defined as a plat form of
performing financial activities through portable devices like wide tablets, smartphones, mobile
phones which are significantly interconnected to the telecommunication networks. It is a fact that
mobile banking is still in its infancy or relatively alien to Malaysians, therefore, it is a possibility
that mobile banking remains complex for some users. However, in the modern digital world, it is
55

necessary for the individual to understand the extent to using mobile banking to analyse the
factors that are influencing the intention of people to use it for financial transactions.
Chapter 7: Self-Reflection
The research into consideration is based on analysing the factors that are influencing the
use of Mobile banking. In this investigation is based on Malaysia, Therefore, this is a wide area
of academic research which is effectual in exploring the idea and knowledge base of individual
in regards to the factors that are effective in influencing the intention of people to use mobile
banking. As I am glad to get a chance to conduct an investigation over the chosen study area, as
it is a most common issue which is mainly faced by individual or financial businesses. This study
is effectual for me in enhancing my knowledge and understanding in relation to the factors that
are affecting the usage of mobile banking. Thus, in the modern era, the living of individual is
very much based on the advance tools and technology, so that people are using mobile banking
facilities for the purpose of fulfilling the desires of themselves. I am happy as I get a chance to
work on such wide investigations, which are effectual for me in developing my personal as well
as profession skills to conduct an investigation on a specified area of study. In the case of this
present investigation work, I have been considering that, there are a lot of methodological
choices among which it is important for me to select the most appropriate source for assisting the
overall work in right manner. With the appropriate association of the investigation, I have been
gaining knowledge regarding the suitable implementation of research methods, as per my own
observation I have been recognising that, in this present investigation work quantitative analysis
is mainly applied as it is suitable in executing investigation in right manner via the support of
gathering data in quantitative means in which major focus is based on the actual facts and
figures. From the analysis of the project, I have also been recognising that in this investigation
work, both primary as well as secondary sources are applied as these two are significant in
gathering valuable and authentic information.
This study is personally and professionally beneficial for me in developing my
knowledge and career based in regards to the chosen subject area. As, with the detailed analysis
of this investigation, I have been experiencing that my ability of data collection has increased as
I have gained proper knowledge regarding the implementation of data collection tools which are
significant for execution on an investigation in right manner. As per my own observation I have
been recognising that, in this present investigation work, both primary as well as secondary tools
56

are applied by the researcher for suitably completion of the work. However, primary
investigation is being executed via the support of developing questionnaire, on which analysis is
being conducted through descriptive statistical analysis. On the other side, I have been seen that,
secondary sources like books, journals, published research articles, and non published articles,
past investigation etc. are effective in developing literature review, which supports me in
enhancing my understanding in regards to the specified investigation area.
This study study is efficacious for me in developing my skills regarding research as
enhanced skills would be supportive for me in developing my professional career in the same
field. Therefore, descriptive knowledge regarding data collection would be effectual for me in
conducting my future projects in more effective manner, thus I will be courage to execute more
valid and reliable information via applying the most appropriate methodology of research. In the
present investigation, I have been analysed that, in this analysis is based on wider level, so in this
questionnaire is applied by the researcher. Thus, questionnaire is effective in accumulation
information in wider range through filling the questionnaire easily. Furthermore, I have been
considering that, there are various method of conducting primary research that, questionnaire,
interview, observation, focus group, case study etc. as among the following research can apply
any other tools for conducting primary research. However, with the descriptive analysis of
research methods, I have been consider Interview as the most suitable alternative source of
primary investigation, as in this existing research work interview would be applied as the most
alternative source which can be applied as the alternate of questionnaire. Therefore, this is not
applied just because it is a time and cost consuming process that questionnaire, as it takes a lot
time in providing information because in this method is encompasses over a personal interview
ground in which individual are picked from the population and a personal section is conducted to
ask questions regarding the issue of investigation.
57

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