Mobile banking: a tradeoff between mobile technology and service for consumer behavioural intentions

Abstract

This current study aims to examine the multifaceted issues raised by mobile banking, from security and operation to trust and consumer intentions to use, through synthesising the associated seminal studies on mobile banking. The objective of this study is to reveal consumer perceptions about mobile banking in terms of issues inhibiting use of this dynamic service. Additionally, this study is aimed to recommend design criteria shedding light on those issues that create a negative attitude toward accepting this service through comparing results in different countries. In this regard, a two-phase exploratory type empirical study was conducted to capture the critical factors that basically contribute towards shaping consumer attitudes toward mobile banking. Trust, security, accessibility, superior service, and user-friendly design have been identified as the most important issues influencing consumers to develop either favourable or unfavourable attitudes toward this dynamic technology driven service. The findings were also compared with the same of other countries through literature review to understand its scope for generalised application.

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