Influencing Factors on the Actual Usage of Mobile Phone Banking in the Shari'ah Banks: A Survey in Palembang City, Indonesia
Keywords:Mobile Phone Banking, Perceived Ease of Use, Trust, Social Influence, Actual Usage.
AbstractThis research was developed from a study conducted by Talukder, Quazi and Sathye in 2014 whom were tried to discover mobile phone banking usage behavior of banks customers in Canberra, Australia. A research model was set to find the relationship between independent and dependent variables. Independent variables consisted of five variables, namely, Perceived Usefulness (PU), Perceived Ease of Use (PEU), Trust (T), Social Influence (SI) and System Quality (SQ), whilst the dependent variable is Actual Usage (AU) of Mobile banking in the Shari’ah banks. Thus, making this research a multiple regression analysis. A survey was conducted by distributing questionnaires to gather primary data from 126 respondents of Shari’ah banks customers in Palembang City, South Sumatra Province, Indonesia. The findings show evidence that there are positive and significant relationship between all independent variables and the dependent variable. As such variable with the highest impact is PEU (30,3%) whilst the lowest is SI (18%) meaning that perceived ease of use amongst customers of Shari’ah banks in Palembang City gave the highest impact on their actual usage of mobile banking, compared to social influence, which is lower. Therefore, it is recommended that Shari’ah banks in this city should consider to put more attention in to providing their customers with a mobile banking application which is easy to use as well as keeping it up to date with the needs of the customers. As an implication to the providers, financial institutions can capitalize on the finding of this research to enhance the ease of use of their application on mobile banking.
Agarwal, R & Prasad, J (1998), ‘The Antecedents and Consequents of User Perceptions in Information Technology Adoption’, Decision Support Systems, Vol. 22, No. 1, pp.15-29.
Al-Gahtani, S & King, M (1999), ‘Attitudes, satisfaction and usage: Factors contributing to each in the acceptance of information technology’, Behaviour & Information Technology, Vol. 18, No. 4, pp. 277-297.
Ajzen, I & Fishbein, M (1980), ‘Understanding attitudes and predicting social behaviour’, Englewood Cliffs, New Jersey, Prentice-Hall.
Al-Jabri, I.M., (2015), The Intention to Use Mobile Banking: Further Evidence from Saudi Arabia, S. Afr. Journal of Business and Management, 46 (1).
Benassi, P. (1999), ‘TRUSTe: an online privacy seal program’, Communication of the ACM, Vol. 42, No. 2, pp. 56-59. http://dx.doi.org/10.1145/293411.293461
Chiu, C, Hsu, M & Wang, E (2006), ‘Understanding knowledge sharing in virtual communities: an integration of social capital and social cognitive theories’, Decision Support Systems, Vol. 42, pp. 1872-1888.
Chen, Yu-Shan, Ching-Hsun Chang (2012) ‘Enhance Green Purchase Intentions; The Roles of Green Perceived Value, Green Perceived Risk, and Green Trust’, Management Decision, Vol. 50, Issue: 3, pp.502-520.
Davis, F.D. (1986). ‘A technology acceptance model for empirically testing new end-user information systems: Theory and results,’ doctoral dissertation, MIT Sloan School of Management, Cambridge, MA.
Davis, F 1989, ‘Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology’, MIS Quarterly, Vol. 13, No. 3, pp. 319-340.
Eriksson, K., Kerem, K. and Nilsson, D. (2005), ‘Customer Acceptance of Internet Banking in Estonia, International Journal of Bank Marketing, 23, 2/3, 200-216.
Gefen, D 2000, ‘E-commerce: The role of familiarity and trust’, Omega: The International Journal of Management Science, Vol. 28, No. 6, pp. 725-737.
Gu, J.-C., Lee, S.-C. & Suh, Y.-H. (2009). ‘Determinants of behavioral intention to mobile banking’, Expert Systems with Applications, 36(9): 11605-11616.
Igbaria, M, Zinatelli, N, Cragg, P & Cavaye, A (1997), ‘Personal computing acceptance factors in small firms: A structural equation model’, MIS Quarterly, Vol. 21, No. 3,pp. 279-305.
Igbaria, M 1993, ‘User acceptance of microcomputer technology: An empirical test’, Omega (Oxford), Vol. 21, No. 1, pp. 73-90.
Jennex, M, Amoroso, D & Adelakun, O (2004), ‘E-commerce infrastructure successfactors for small companies in developing economies’, Electronic CommerceResearch, Vol. 4, pp. 263-286.
Kim, H, Chan, H & Gupta, S 2007, ‘Value-based adoption of mobile Internet: An empirical investigation’, Decision Support Systems, Vol. 43, No. 1, pp. 111-126.
Konana, P & Balasubramanian, S (2005), ‘The social-economic-psychological (SEP) model of technology adoption and usage: An application to online investing’, DecisionSupport Systems, Vol. 39, No. 3, pp. 505-524.
Lee, K & Chung, N (2009), ‘Understanding factors affecting trust in and satisfaction withmobile banking in Korea: A modified DeLone and McLean’s model perspective’,Interacting with Computers, Vol. 21, No. (5-6), pp. 385-392.
Lee, H, Lee, Y & Kwon, D 2005, ‘The Intention to Use Computerized Reservation Systems:The Moderating Effects of Organizational Support and Supplier Incentive’, Journal of Business Research, Vol. 58, No. 11, pp. 1552-1561.1
Lee, S, Kim, I, Rhee, S & Trimi, S 2006, ‘The Role of Exogenous Factors in Technology Acceptance: The case of object-oriented technology’, Information & Management, Vol. 43, No. 4, pp. 469-480.
Lin, H (2008), ‘Determinants of successful virtual communities: contributions from systemcharacteristics and social factors’, Information and Management, Vol. 45, pp. 522-527.
Lin, H.-F. (2011). ‘An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust’, International Journal of Information Management, 31(3): 252-260.
Moore, G & Benbasat, I (1996), ‘Integrating diffusion of innovations and Theory of Reasoned Action Models to Predict Utilization of Information Technology by End users’, In K. Kautz & J. Pries-Heje (Eds.), Diffusion and Adoption of InformationTechnology (pp. 132-146). London, Chapman and Hall.
Nunnally, J. C. (1978), ‘Psychometric Theory’ (2nd Ed.) New York: McGraw-Hill.
Ozok, A & Wei, J 2010, ‘An empirical comparison of consumer usability preferences in online shopping using stationary and mobile devices: results from a college student population’, Electronic Commerce Research, Vol.10, pp. 111-137.
Puschel, J., Mazzon, A. & Hernandez, J.M.C. (2010). ‘Mobile banking: Proposition of an integrated adoption intention framework’, International Journal of Bank Marketing, 28(5): 389-409.
Schepers, J & Wetzels, M 2007, ‘A Meta-analysis of The Technology Acceptance Model: Investigating Subjective Norm and Moderation Effects’, Information & Management, Vol. 44, No. 1, pp. 90-103.
Swan, E, Bowers, R & Richardson, D (1999), ‘Customer Trust in the Salesperson: An Integrative Review and Meta Analysis of The Empirical Literature’, Journal of Business Research, Vol. 44, No. 2, pp. 93-107. http://dx.doi.org/10.1016/S0148-2963(97)00244-0
Talukder, M, Harris, H & Mapunda, G 2008, ‘Adoption of innovations by individuals within organizations: An Australian study’, Asia Pacific Management Review, Vol. 13, No. 2, pp. 463-480.
Talukder, M & Quazi, A (2011), ‘The impact of social influence on individuals’ adoption of innovation’, Journal of Organizational Computing and ElectronicCommerce, Vol. 21, No. 2, pp. 111-135.
Talukder, M, Quazi, A & Keating, B 2014, ‘Virtual systems in Australia: A study of individual users’ commitments’ and usage’, Journal of Internet Commerce. Vol. 13, No. 1, pp. 1-21.
Talukder, Majharul, Ali Quazi, Milind Sathye (2014) Mobile Phone Banking Usage Behaviour: An Australian Perspective, Australasian Accounting, Business and Finance Journal, Vol. 8, Issue 4, Special Issue on Financial Planning & Financial Instruments.
Van der Heijden, H 2004, ‘User acceptance of hedonic information systems’, MIS Quarterly, Vol. 28, No. 4, pp. 695-704.
Venkatesh, V & Brown, S (2001), ‘A longitudinal investigation of personal computers inhomes: Adoption determinants and emerging challenges’, MIS Quarterly, Vol. 25,No. 1, pp. 71-102.
Venkatesh, V & Davis, F (2000), ‘A Theoretical Extension of The Technology Acceptance Model: Four longitudinal field studies’, Management Science, Vol. 46, No. 2, pp. 186-204. http://dx.doi.org/10.1287/mnsc.188.8.131.5226
Venkatesh, V, Morris, M, Davis, G & Davis, F. (2003) , ‘User Acceptance of Information Technology: Toward a unified view’, MIS Quarterly, Vol. 27, No. 3, pp. 425-478.
Zhou, Tao, (2011), ‘An Empirical Examination of Initial Trust in Mobile Banking‘, Internet Research, Vol. 21 Issue: 5, pp.527-540, https://doi.org/10.1108/10662241111176353.
www.ojk.go.id. 2017, Laporan Tahunan OJK 2017. Accessed July 18th, 2018.
www.stat.fi. Statistics Finland-Census 2000. Accessed September 1st, 2018.
Global Review of Islamic Economics and Business is licensed under a
Creative Commons Attribution-ShareAlike 4.0 International License