• The Journal of Asian Finance, Economics and Business
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• v.7 no.11
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• pp.421-428
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• 2020

The study investigates the causal factors affecting mobile banking services acceptance by customers in Thailand. This study employs quantitative research methodology and non-probability sampling to draw 400 mobile banking users from the population who are the mobile banking users of commercial banks in Thailand. The online questionnaires were used as a research tool to collect data with the Cronbach's alpha coefficient as 0.931. By using the structural equation model to analyze data, the results have shown that service quality, perceived usefulness, perceived ease-of-use, safety in use, and social factors influenced mobile banking services acceptance by customers in Thailand.By checking the harmony with the statistics χ² = 108.618, df. = 86, χ²/df. = 1.263, p-value = .050, CMIN/DF =1.263, GFI = .989, AGFI=.962, TLI= .962, CFI = .976, RMSEA = .037,along with testing the weight factor. In conclusion, the research model was found to be harmonious with the empirical data at the significance level 0.05. The findings of this study suggest that the commercial banks should apply this research to understand the acceptance behavior of mobile banking users, also to determining marketing strategies, identifying opportunities and creating a competitive advantage for their services in the future.

• Journal of Technology Innovation
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• v.14 no.3
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• pp.183-208
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• 2006

Mobile banking is one of the most representative services applied to the mobile technology. However, there are few recent studies about the user acceptance of mobile banking, and prior studies only have been related to the positive effects of the service acceptances such as e-commerce and Internet banking service. The purpose of this research is to grasp the particular risk essentials in mobile banking which customers perceive, and the risk degree of user recognition which affect customer intention to adopt mobile banking through the exploratory research. The perceived risk is segmented into the performance risk, financial risk, time risk, social risk (or psychological risk), and privacy risk based on Cunningham's research (1967) and other recent studies. In the Unified Theory of Acceptance and Use of Technology (UTAUT), we have attempted to determine how different perceived risks have influence on the mobile banking adoption intentions of both the mobile banking users and potential users. The results indicate that performance expectancy, effort expectancy, and social influence have positive influences on the intention to use mobile banking service while perceived risk has a negative influence on the intention to use and performance expectancy.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.5
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• pp.75-86
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• 2022

The service industry has been acknowledged as a critical part of mobile banking services in recent years. This study examines the impact of e-service quality and loyalty on the intention to use and use behavior of mobile banking services in Mongolia, a Central Asian country. As a result, based on past research, a conceptual model was suggested. This study comprises 209 completed questionnaires from young Mongolians who own a bank account and a smartphone. The data was collected based on convenience sampling, and it was analyzed with SmartPLS software using a partial least squares-structural equation modeling (PLS-SEM) technique. The findings indicate that system quality, interface design, and security assurance have a significant positive impact on service quality; service quality has a positive impact on loyalty. Moreover, the results reveal that service quality and loyalty have a significant influence on the intention to use mobile banking services. The findings of this study suggest that local or international banks and financial institutions in Mongolia should consider system quality, interface design, and security concerns as key successors to building perceived security quality to retain current mobile banking users and attract new customers.

• Journal of Distribution Science
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• v.20 no.8
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• pp.69-79
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• 2022

Purpose: In the context of the emergence of industry 4.0, using mobile phones as a modern distribution channel to execute financial services is a significant solution for commercial banks' retail services and a gateway to promote financial inclusion and market development. Despite that service quality and customer satisfaction are two diverse notions and closely related to each other in the service sector, there is hardly a research which empirically examines the impacts of each dimensions of mobile banking service quality and customer satisfaction. Research design, data and methodology: This study first employs in-depth interview to explore various aspects of mobile banking service quality dimensions, including empathy, responsiveness, tangibility, assurance, and reliability that serves to develop measurement scales and hypothesis development. A quantitative survey is followed to collect data from 265 Vietnamese bank customers to empirically test the conceptual model. Resutls: Our findings indicate that more human-related factors including empathy, assurance, and responsiveness show the strongest impacts on customer satisfaction with mobile banking service while tangibility and reliability, as technical aspects, are less influential factors. Conclusions: Finally, some crucial implications are drawn for the banks to manage consumer behavior in mobile banking.

• 한국경영정보학회:학술대회논문집
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• 2007.06a
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• pp.469-472
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• 2007

This study deals with an important but ignored topic in IS research, the trustee issue. The purpose of this study, performed in the context of mobile banking, is: (1) to broaden the types of trustees (vendors, mobile channel, customers themselves) that customers consider in the adoption of emerging IT services and (2) to investigate the relationships between customer intention to adopt new IT services and trust in three different trustee types. The analysis showed that customers' self-trust is the most important in shaping their intention to adopt mobile banking. Consumer trust in the mobile channel came in second. Unlike the results of previous research, the effect of customers' trust in vendors was insignificant in mobile banking.

• Journal of Information Technology Services
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• v.12 no.4
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• pp.205-218
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• 2013

Recently, due to the proliferation of smartphones, users of mobile banking services which are based in wireless Internet without constraint of the time and places are significantly increased. In the study, considering the characteristics of mobile banking services based on the smartphone and the user behavior. we analyse the factors which have an effect on the behavioral intention to use mobile banking services based on the smartphone. For this purpose, we use the model which is based on Technology Acceptance Model (TAM) and add two constructs:the perceived enjoyment and the perceived risk. A survey data for 194 students at the K cyber university is used for statistical analysis. As a result, the perceived ease of use affects the perceived usefulness and the perceived enjoyment, and the perceived ease of use. And the perceived usefulness and perceived enjoyment affect continuous intention to use. On the other hand, the hypothesis which the perceived risk would affect adversely the continuous intention to use is rejected. Through this study, we expect to provide the useful implications for the smartphone banking services and contribute to the development of strategy for them.

• International Journal of Internet, Broadcasting and Communication
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• v.16 no.1
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• pp.226-232
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• 2024

This study attempted to demonstrate the role of perceived value and trust in the relationship between mobile banking service quality and use satisfaction. A survey was conducted on customers of Mongolian banks, and an analysis was conducted based on the collected data With the development of the fintech industry, the Internet-based mobile banking market is striving to provide convenient services to consumers. The result led to the introduction of an online-oriented Internet bank that can operate 24 hours a day regardless of time and space. The characteristic of operating only with the Internet has a positive aspect of providing services quickly and conveniently, but at the same time, including concerns about security and personal information leakage. This can make you hesitate to use the service. Therefore, we attempted to find out how the quality of mobile banking service affects the perceived value and satisfaction of using trust. A survey was conducted to verify the contents of the research model and hypothesis. This is to secure data to be used for empirical analysis of research hypotheses. The survey was conducted with 124 consumers in Ulaanbaatar, the capital of Mongolia. Based on the analysis results, we understood the satisfaction of consumers using mobile banking and suggested ways for consumers to improve their actual satisfaction using mobile banking. Specifically, service quality sensitivity, security, convenience, and design had a positive effect on perceived value or trust, ultimately leading to consumer satisfaction.

• Asia pacific journal of information systems
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• v.30 no.1
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• pp.72-93
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• 2020

With the proliferation of smart devices, mobile banking has become increasingly important. Customers can manage their banking needs without desktop computers or a face-to-face meeting with bank tellers. However, contrary to expectation of wide-spread use of mobile banking, several factors restrict its adoption. The purpose of this study is to explore what factors affect positively or negatively the adoption of mobile banking from economic (operational competence, convenience, mental accounting), psychological (hope, self-efficacy, optimism, resiliency) and social perspectives (normative social pressure, embarrassment avoidance). This paper suggests that three enablers would consequently affect a customer's perceived utilitarian and hedonic value in mobile banking, followed by trust and intention to use. In testing the hypothesized research model, survey and analysis of a structural equation model using Amos are conducted. The findings emphasize that banks need to focus on perceived utilitarian and hedonic values when considering economic, psychological and social enablers most salient to customers in order to promote greater adoption of mobile banking services.

• Journal of Information Technology Applications and Management
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• v.23 no.2
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• pp.195-206
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• 2016

Mobile financial services with incorporated into IT are actively introduced and being operated worldwide. Meanwhile, a relationship setting of industrial capital and financial capital has a close connection with development process of the financial markets and the economic development. If the relationship setting of industrial capital and financial capital are right, it will be good opportunity to ensure economic development, positive economic effect and global competitiveness of the financial industry as other developed countries. In order to expand the positive effects of these mobile financial services, a ICT companies, etc. should ease regulations to allow entry to the mobile financial services market. That is, the separation of banking and commerce should be abolished.

• Journal of Korea Multimedia Society
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• v.7 no.12
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• pp.1719-1728
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• 2004

The fusion of Internet technology and applications with wireless communication provides a new business model and promises to extend the possibilities of commerce to what is popularly called mobile commerce, or m-commerce. In mobile Internet banking service through wireless local area network, security is a most important factor to consider. We describe the development of security service for mobile Internet banking on Personal Digital Assistants (PDAs). Banking Server and Authentication Server were developed to simulate banking business and to support certificate management of authorized clients, respectively. To increase security, we took hybrid approach in implementation: symmetric block encryption and public-key encryption. Hash function and random number generation were exploited to generate a secret key. The data regarding banking service were encrypted with symmetric block encryption, RC4, and the random number sequence was done with public-key encryption. PDAs communicate through IEEE 802.IIb wireless LAN (Local Area Network) to access banking service. Several banking services and graphic user interfaces, which emulatedthe services of real bank, were developed to verity the working of each security service in PDA, the Banking Server, and the Authentication Server.