Mobile Banking Dissertations

Abstract

Mobile banking is an application of mobile computing which provides customers with the support needed to be able to bank anywhere, anytime using a mobile handheld device and a mobile service such as text messaging (SMS). Mobile banking removes space and time limitations from banking activities such as checking account balances, or transferring money from one account to another. In recent research and studies it was found that while mobile banking and more specifically SMS-based mobile banking applications have become popular in some countries and regions, they were still not widely used. This study identifies and investigates the factors which influence customers’ decision to use a specific form of mobile banking, and specifically focuses on the evaluation of SMS-based mobile banking in the context of New Zealand. The research model includes the basic concepts of the Technology Acceptance Model (TAM), as well as some constructs derived through a focus group discussion. The model is tested to determine its predictive power with respect to individual’s behaviour when considering the use of SMS-based mobile banking. A survey questionnaire was developed and employed to collect data from 250 AUT university students in New Zealand. The results of the data analysis contributes to the body of knowledge in the area by demonstrating that context specific factors such as service quality and service awareness are influencing user perceptions about the usefulness of SMS mobile banking which in turn affect intention to use and adoption. Secondly, the study demonstrates, on the example of SMS-based mobile banking, how a hybrid approach involving qualitative data collection and a subsequent quantitative survey can help investigate how user perceptions about usefulness and ease of use are formed. Although the study has its limitations, the implications of the results allow providing practical recommendations to the banking industry, and directions for further work.

Keywords
Mobile banking; Survey; Focus group; Text messaging; SMS

Date
2009

Item Type
Thesis

Supervisor(s)
Petrova, Krassie

Degree Name
Master of Computer and Information Sciences

Publisher
Auckland University of Technology

Abstract
Mobile banking is a new banking medium by which customers can check their account balances and do transactions on-the-go. All a customer needs is a mobile device along with 3G connectivity. In most studies it has been observed that mobile banking is in the nascent stage and has yet to reach its potential of becoming the primary channel of contact for addressing the banking needs of customers. The aim of this study was to determine the factors that influence the adoption of mobile banking in New Zealand. The research model was based on the Technology Acceptance model and tests the constructs identified through the focus group discussion. A survey was developed to obtain responses from various segments of the society who may or may not have heard of mobile banking. The findings showed that some factors pertaining to trust, usefulness and risk drive the usage of mobile banking in New Zealand. Perceived risk was identified as a major inhibitor in the adoption of mobile banking amongst the users.

Date
2012

Rights
The Author

Publisher
Massey University

URI
http://hdl.handle.net/10179/3275

Metadata
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