Adoption Behavior in Sustaining the Mobile Banking Services

  • Winnie Poh Ming Wong
  • Wan Lin Wong
  • Hua Chin Chee

Abstract

The usage of M-banking adoption has received substantial attention in recent years. However, there is limited study investigating the m-banking adoption in Malaysia, specifically among the young adults in Sarawak. This study attempts to determine the relationship between attitude towards banking, compatibility, customer-trust, and perceived benefits towards intention to adopt m-banking. Besides, the present study also aims to investigate the moderating impact of trustworthiness on selected exogenous variables and intention to adopt m-banking. A self-administrated questionnaire containing 37 closed-ended questions was developed. Data were collected from 500 respondents and analysed using the SmartPLS. The results depicted that compatibility and trustworthiness were found to have a significant relationship with m-banking adoption. Interestingly, trustworthiness was found moderating the relationship among positive attitudes towards banking on m-banking adoption. Both theoretical and managerial implications were presented.

Published
2020-12-28
How to Cite
WONG, Winnie Poh Ming; WONG, Wan Lin; CHEE, Hua Chin. Adoption Behavior in Sustaining the Mobile Banking Services. International Journal of Service Management and Sustainability, [S.l.], v. 5, n. 2, p. 129-162, dec. 2020. ISSN 2550-1569. Available at: <https://myjms.mohe.gov.my/index.php/IJSMS/article/view/11712>. Date accessed: 30 may 2024. doi: https://doi.org/10.24191/ijsms.v5i2.11712.