ijrfm volume 6, issue 6 (june, 2016) (issn 2231-5985)...

IJRFM Volume 6, Issue 6 (June, 2016) (ISSN 2231-5985)

International Journal of Research in Finance and Marketing (IMPACT FACTOR – 5.861)

International Journal of Research in Finance & Marketing Email id: [email protected] http://www.euroasiapub.org

94

AN EMPIRICAL STUDY ON TRUST IN MOBILE BANKING: A PAKISTANI PERSPECTIVE.

Naveed Ahmad1,

Research Scholar UVAS Business School Lahore

Anam Gill2,


Naseer Hamza3,


Bilal Aziz4,

Incharge PDC, IBM University of Engineering and Technology Lahore,

Muhammad Ayub5

Chairman UVAS Business School Lahore,

Abstract:

Digital finance is an emerging field in financial sector and mobile banking is its major pillar. Mobile

banking is not only limited to developed countries but also holds a big share in financial/ banking sector of

developing countries. Trust is considered important factor by mobile banking custo mers while adopting this

mode for financial transactions. Numerous studies have been conducted in this field in different countries. But in

Pakistan there are only a few studies in this sector with limited range of variables of technology adoption model

theory and theory of planned behavior control. In order to fill literature gap this study is conducted on model

used by(Malaquias and Hwang 2016) in Brazil. According to this model trust in mobile banking depends upon

personal innovativeness, social influence, task characteristic and risk perception. However, some control

variables like gender, age, etc. are also studied in this model. Survey design wi th questionnaire was used for

collecting data from respondents residing in Lahore, Gujranwala and Faisalabad; three districts of Punjab

province of Pakistan. This study shows that risk perception negatively affects trust and rest of the variables i.e

personal innovativeness, social influence and task characteristic are positively correlated with adoption of

mobile banking. Gender is also significant in this study which shows male customers are more likely to adopt

mobile banking.

Key words: mobile banking, trust, risk, personal innovativeness, mobile banking customers

Jel classification: P35, P43, G21.

Introduction:-

Mobile banking was initially introduced in 1999 by European banks and it was known as

SMS banking. While quoting history of mobile banking; Wikipedia, the free encyclopedia; reports

that it is a service provided by banks through which bank customers can perform a lot of financial




95

transactions through use of mobile phones or tablets. Many people living in remote areas who were

unable to maintain their accounts in traditional banks can now easily transfer funds, pay bills,

receive funds transferred by their love ones from dealers and agents of mobile banking services

providing companies. In Pakistan mobile banking was launched after 2000. State Bank of Pakistan,

branchless banking newsletter for the quarter July-September 2015, states that the volume of

transactions and amount involved in branchless banking have reached to 100.9 million and Rs

526.4 billion respectively. Telenor easy paisa, HBL express, UBL Omni, Ufone, MCB etc. are

providing facility of mobile banking in Pakistan.

Mobile banking has the potential to make life of people more convenient for doing

transactions through their mobiles while sitting away from banks with in shortest time. However,

trust is the important factor considered by customers while adopting modern banking through

mobile technology. High degree of uncertainty and perceived risk in electronic financial

transactions deteriorates trust of customers. Customers need safety and security in performing

their transactions through mobiles. There should not be attack of viruses and no threat of hacking

by hackers(Malaquias and Hwang 2016). Mobile banking is a way of providing financial services

even in low income countries. Research has revealed different types of risk associated with use of

mobile banking. Security and privacy of financial information and code used for transaction is

considered by customers. Reliability is also another factor which draws attention of customers.

Data input and output mechanism also make worry some individuals because they feel odd to

handle data input-output via cell phones(Hanafizadeh, Behboudi et al. 2014). Despite the fact that

mobile banking is an emerging field and numerous studies have been carried on this topic in the

world(Gant 2012, Tchouassi 2012, Zhou 2012, McGregor 2013, Engwanda 2014, Masrek, Mohamed

et al. 2014, Laukkanen 2016, Witell, Snyder et al. 2016) but only a few studies have been conducted

in Pakistan. These studies are conducted in particular regions/ cities with few variables. For

instance(Anus, Qureshi et al. 2011) is the study which includes the risk factor and its

effect/association upon/with behavioral intention to adopt and performance expectancy of mobile

banking. Even authors of this study have admitted the issues relating to external validity. Since no

proper studies have been conducted upon mobile banking in Pakistan; considering the pace at

which this mode of financial transactions is capturing market; it was the need of hour to conduct

empirical study in this field and hence this study. This study will not only fill literature gap in

Pakistan but also serve guideline for policy makers ( Govt. officials) to formulate policy keeping in

view demand of mobile banking customers for giving them security and safety of transaction.




96

Further, institutions providing this facility will also seek guidance from this study for promoting

trust of customers of mobile banking.

Literature review:

Mobile banking is rapidly capturing micro level market for financial transactions.

Researchers are paying attention to study and explore factors relating to adoption and different

risks associated with mobile banking in advanced countries. The first study which is considered the

base study for paper is(Malaquias and Hwang 2016). This study was conducted in Brazil which

bears that trust of customers is the main factor for use of mobile banking. According to authors of

this study some factors can influence trust and these factors include personal innovativeness, task

characteristics, social influence and risk preference. Researchers in this study have also included

age, gender and undergraduates as variables for seeking effect of these variables on trust.

Questionnaires were distributed among students and 1077 responses were taken into account for

statistical analysis. Structural equation modeling and confirmatory factor analysis techniques were

used in this study. Researchers have concluded that mobile banking can be beneficial for both

customers and bankers. Second study which is considered for the purpose of this writing

is(Hanafizadeh, Behboudi et al. 2014). Researchers have taken into account eight variables

including perceived usefulness, perceived ease of use, trust, perceived cost of use, perceived risk,

personal need for interaction, credibility and compatibility with life style & needs as independent

variables and intention to use as dependent variable. Conclusion showed that these factors

successfully explained adoption of mobile banking in Iran. Sample of 361 students was selected and

AMOS was used to run structural equation modeling for statistical analysis. Third study relates to

Pakistan(Anus, Qureshi et al. 2011). Researchers have developed conceptual frame work by taking

perceived risk as dependent variable and performance expectancy and behavioral intention as

independent variables (only two variables). Some control variables like age, gender, internet

experience and computer experience were also used. Data was collected through 306

questionnaires from students and general liner equation was used as statistical technique for data

analysis. Conclusion showed that perceived risk and behavioral intention influence the adoption of

mobile banking in Pakistan. Fourth study also relates to Pakistan(Omar, Sultan et al. 2011). This

study has been conducted in selected cities of KPK province of Pakistan. Scope of this study covers

internet banking and does not mention for mobile banking specifically. Variables of this study

include reliability, safety, fastness, cheep transaction, ATM problems, knowledge and trust to use

ATM, and payment of bills through internet and customer satisfaction. These are independent

variables and internet banking is used as dependent variable. Primary data has been used and




97

questionnaire has been used for collection of data. Fifth study relates to China(Zhou 2012). In this

study effect of initial trust has been studied through information quality, service quality, system

quality and self efficacy. Trust has been taken dependent variable and rest of variables has been

taken as independent. Structural equation modeling statistical technique has been used. Results

show that in order to increase number of mobile banking customers, mobile banking providers

have to increase initial interest of customers.

Problem Statement:

It is established fact that mobile banking is gaining share of banking sector for management

of accounts/ funds in Pakistan. Reports published by State Bank of Pakistan from time to time are

evidence of this fact but there are only a few studies on this new mode of banking especially for

checking trust of customers. Since trust is a major factor for adopting digital finance/ e-finance

services provided in the form of mobile banking therefore, studies in this area will help services

providing companies to develop mechanism for improving trust of customers if it influences liking

or disliking of customers. Hence, the significance of this study, and for conducting this study three

cities namely Lahore, Gujranwala and Faisalabad of the province Punjab were selected. Selection of

these cities is made because these are not only big cities but also hub of businesses. Further, all the

three cities have established universities which provide business/ financial education. It means

already people are familiar with giving responses to survey questionnaires because university

students do such activities.

Research Question:

Is there effect of trust factor upon adoption of mobile banking by people?

Research Objective:

To check the influence of trust factor upon adoption of mobile banking with respect to risk

perception, social influence, personal innovation, task characteristics, age, gender, and education of

finance/ banking courses.

Theoretical Framework:

Theoretical bases have been taken from(Malaquias and Hwang 2016) where researchers

have studied the relationship among trust and risk perception, social influence, personal

innovation, task characteristics, age, gender, and students of undergraduates of technology course.

Findings/discussion of this study has shown that variables risk perception, social influence;

personal innovation, task characteristics, age and gender influence the trust of customers of mobile




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banking. All independent variables have positive relationship with trust in mobile banking except

students of undergraduate course of technology. Above relationship has also been studied by many

researchers. However, variable of undergraduate students has been included by the researchers of

above cited study. Although relationship among this newly included variable and trust in mobile

banking is proved negative yet researchers of the above cited study have recommended inclusion of

this new variable in future studies in developing countries.

Variables:

Variables for this study are Trust, Risk perception, Social influence, Personal innovation,

Task characteristics, Age, Gender and students of finance/ banking course.

Definitions of variables:

Trust:

It represents the relationship between seller and buyer(Malaquias and Hwang 2016). It

means trust is the factor which shows how much customer of mobile banking has confidence in

financial transactions through mobile. Here, mobile banking services provider is seller and

customer buyer. Data was collected from people for measuring their trust in mobile banking.

Risk perception:

In mobile banking higher risk perception may create distrust in the mind of customer. Risk

perception may arise due to lack of secrecy of financial information at the time of doing transaction

at terminals(Malaquias and Hwang 2016). For measurement of this variable, questions were asked

from people how risk perception will influence them in adoption of mobile banking.

Social influence:

People may see someone using mobile technology and like to adopt(Malaquias and Hwang

2016). This factor is called social influence. This variable was operationalized by asking questions

from people whether they are inspired by others or not for using mobile banking.

Personal innovation:

It reflects an individual’s inclination to try new things(Malaquias and Hwang 2016).

Whether an individual is interested to adopt mobile banking or not in practical life was measured

by asking questions. Higher personal innovation means more trust in mobile banking.

Task characteristics:

People use mobile banking accounts for transfer and receipt of money. They also use for

checking their account balance. More fitness of mobile banking to needs of customers will increase




99

their trust(Malaquias and Hwang 2016). This construct was measured by asking questions from

customers regarding their feelings about fitness of mobile banking towards their needs.

Age:

This variable also influences people for adoption of mobile banking. Younger people are

more inclined toward mobile banking(Malaquias and Hwang 2016). For measuring whether age has

effect on trust of individual for adoption of mobile banking was measured by asking questions.

Gender:

Females are more conscious while transferring funds through e-transactions as compared

to their male counterparts(Malaquias and Hwang 2016). Questions were asked from both males

and females for measuring the effect of gender upon trust in mobile banking.

Education:

This variable was firstly used by(Malaquias and Hwang 2016) in study conducted on mobile

banking on the premise that relevancy of education inspires people to adopt products relating to

their area of study. However, in this study question was asked from respondents about their area of

education e.g finance/ banking or any other.

Hypotheses:

H1: there is negative relationship between trust and risk perception.

H2: there is positive relationship between trust and social influence.

H3: there is positive relationship between trust and personal innovation.

H4: there is positive relationship between trust and task characteristics.

H5: there is negative relationship between trust and age.

H6: there is positive relationship between trust and gender (male).

H7: there is positive relationship between trust and education (financial).




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Conceptual Framework:

Following diagram will show the conceptual framework for study:

{ Adapted from(Malaquias and Hwang 2016)}

Method used:

Population, data collection and sampling

Respondents of this study are banking customers from three cities of the province of the

Punjab. Choice of cities Lahore, Gujranwala and Faisalabad was made keeping in view convenience

in collecting of data because all the three cities have established banking as well as educational

universities. Universities establish culture of research and people feel easy to give response to

questionnaires. Survey design was used with questionnaires for data collection. Randomly banking

customers were selected for taking response. University of the Punjab Gujranwala campus,

agriculture university Faisalabad, university of the Punjab Lahore and some other universities were

visited and randomly selected candidates were asked whether they have experience or used

banking services/ products. If answerer was yes then they were requested for giving their response

on questionnaire. Similarly, banks were visited and customers were requested for their response on

questionnaire. Respondents were offered M.G Crystal ball pens. Against 500 questionnaires valid

responses were 351; about 70% response rate.

Gender

Risk

perception

Age

Personal

innovation

Task

characteristic

s

Trust

Social

influence

Education




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Measurement:

Established measures were adapted for measuring variables. Trust, personal innovation,

social influence and task characteristics were operationalized by three items previously used

by(Malaquias and Hwang 2016). Risk perception was also measured by three items adapted

from(Pavlou and Gefen 2004). Further, seven point likert scales ranging from 1 to 7 (1=strongly

disagree, 7=strongly agree) were used for obtaining response from people.

Common method variance:

Common method bias occurs when there is erroneous relationship between measured

variables due to collection of data through same questionnaire at the same time(Tharenou). Since

cross sectional data was collected therefore, to eliminate the variance, some steps were taken. First,

sub items of constructs were mixed in the questionnaire so that respondent may not be biased in

response by observing any trend in questions. Second, there was no question of personal identity so

that respondent may be fair in response. Third, it was requested to respondents that there is no

right or wrong answer so be fair in your response.

Empirical Model:

T = α + β1RP + β2SI + β3PI + β4TC + Aβ5 + Gβ6 +Eβ7+ εt

Where;

T = Trust

RP = Risk Perception

SI = Social Influence

PI = Personal Innovation

TC = Task Characteristics

A = Age

G = Gender

E= Education

Testing of hypotheses and results:

Data was entered into SPSS, since each variable was measured with three sub items

therefore, average of three sub items of each variable was calculated and it was represented by new

variable “AVG” as prefix of each variable’s abbreviation (Appendix A). Descriptive analyses were

performed initially to check frequency, average and standard deviation of each item (Appendix B).




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In order to measure the empirical model and test hypotheses liner regression analyses were

performed. Results with values of coefficients are here under;

Coefficientsa

Model Unstandardized Coefficients Standardized Coefficients

T Sig.

B Std. Error Beta

1

(Constant) 1.232 .295 4.181 .000

AVGSI .215 .055 .167 3.934 .000

AVGPI .625 .055 .562 11.395 .000

AVGTC .073 .042 .064 1.747 .005

AVGRP -.077 .027 -.094 -2.898 .004

Gender .300 .060 .174 5.026 .000

Age .001 .002 .015 .517 .605

Education .055 .055 .029 .995 .320

a. Dependent Variable: AVGT

Further, correlation analyses were also performed for checking relationship among trust and other

variables of our model and among all variables with each other. Results are exhibited in table

below;

Correlations

AVGT AVGRP AVGSI AVGPI AVGTC Gender Age Education

AVGT

Pearson Correlation 1 -.308** .709** .827** .505** .550** -.155** .022

Sig. (2-tailed) .000 .000 .000 .000 .000 .004 .678

N 351 351 351 351 351 351 351 351

AVGRP Pearson Correlation -.308** 1 -.189** -.221** .018 .402** .266** .231** Sig. (2-tailed) .000 .000 .000 .744 .000 .000 .000 N 351 351 351 351 351 351 351 351

AVGSI Pearson Correlation .709**

-.189** 1 .754** .507** -.403** -.159** .011

Sig. (2-tailed) .000 .000 .000 .000 .000 .003 .836 N 351 351 351 351 351 351 351 351

AVGPI Pearson Correlation .827** -.221** .754** 1 .607** -.469** -.185** .005 Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .919 N 351 351 351 351 351 351 351 351

AVGTC Pearson Correlation .505** .018 .507** .607** 1 -.106* -.091 .018 Sig. (2-tailed) .000 .744 .000 .000 .048 .088 .733 N 351 351 351 351 351 351 351 351

Gender Pearson Correlation .550** -.402** .403** .469** .106* 1 .079 .036 Sig. (2-tailed) .000 .000 .000 .000 .048 .141 .499 N 351 351 351 351 351 351 351 351

Age Pearson Correlation -.155** .266** -.159** -.185** -.091 .079 1 .180** Sig. (2-tailed) .004 .000 .003 .000 .088 .141 .001 N 351 351 351 351 351 351 351 351

Education

Pearson Correlation .022 .231** .011 .005 .018 -.036 .180** 1

Sig. (2-tailed) .678 .000 .836 .919 .733 .499 .001

N 351 351 351 351 351 351 351 351




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Acceptance or rejection of hypotheses with discussion:

First hypothesis; H1: there is negative relationship between trust and risk perception.

Regression analysis shows that risk perception has negative relationship with trust in mobile

banking. P value of risk perception (AVGRP) is 0.004 which means it is significant in our model.

Value of un-standardized beta is -0.077. Further, correlation results show that with increase in risk

perception there will be decrease in trust in mobile banking with average value of -0.308. Similar

results have been shown by earlier researches in Iran, Malaysia, and China(Zhou 2012,

Hanafizadeh, Behboudi et al. 2014, Masrek, Mohamed et al. 2014). Similarly, findings of study

conducted in Brazil also confirm our results that risk perception is negatively associated with trust

in mobile banking(Malaquias and Hwang 2016). Previous study conducted in Khyber Pakhtun

Khwan, province of Pakistan; on customers’ trust in online banking also showed similar

results(Omar, Sultan et al. 2011).

Second hypothesis; H2: there is positive relationship between trust and social influence.

Regression results have confirmed our hypothesis with p value of social influence (AVGSI) 0.000

and un-standardized beta value 0.215 which means it is significant in our model. Further,

correlation results show that with increase in social influence there will be an increase by 0.709 in

trust in mobile banking. Our findings are similar to findings of study conducted in Brazil(Malaquias

and Hwang 2016).

Third hypothesis; H3: there is positive relationship between trust and personal innovation.

Regression results confirm our hypothesis with p value for personal innovation (AVGPI) 0.000 and

un-standardized beta value 0.625. This means personal innovation is highly significant in our

model. Correlation results show that there will be change of 0.827 in trust for change of every unit

of personal innovation. This also bears similar results as shown by study in Brazil(Malaquias and

Hwang 2016).

Fourth hypothesis; H4: there is positive relationship between trust and task characteristics.

P value for task characteristics (AVGTC) shown in regression results is 0.005 with un-standardized

beta value 0.073. It means a task characteristic is less significant in our study. However, it cannot be

ignored because it is significant and explains our model. Correlation results show that for unit

change in task characteristic there will be change in trust by 0.505. Similar were the findings of

study conducted in Brazil(Malaquias and Hwang 2016).

**. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed).




104

Fifth hypothesis; H5: there is negative relationship between trust and age. Results of our

study are not consistent with empirical study of Brazil(Malaquias and Hwang 2016). Since p value

for age is 0.605 with un-standardized beta value 0.001. This means it is not significant in our model.

Reason for inconsistent results with previous study is that age of population of our sample does not

much very. If we look upon descriptive statistics it will be clear that more than 80% population of

our sample lies in age bracket of 20 to 38 years. Previous study on this issue in Brazil says that old

age people have less trust in mobile banking. Since there is no big variation in age; mean of age is

about 30 years with standard deviation of about 9 (see Appendix B--age frequency table); therefore,

variable of age cannot be predicted accurately in our study. Similarly, correlation between age and

trust is negligible i-e 0.004 which means ignorable. The reason behind such inconsistent results is

that data of age do not bears much variation.

Sixth hypothesis; H6: there is positive relationship between trust and gender (male). In our

study relationship between trust and gender is significant one with p vale 0.000 and un-

standardized beta value 0.300 which means gender is highly significant in our study. Male

customers of mobile banking have more trust than female customers. In our study, 74.4% of

population selected in sample comprise upon male members that is why relationship between

gender and risk perception in negative as per results of correlation. Which means male customers

will adopt mobile banking irrespective of risk factor. Whereas for every increase in choosing male

customer of mobile banking there will be increase in trust factor by 0.550. Therefore, mobile

banking services providers should more focus upon male customers than females because they will

more likely to adopt mobile banking. These results were also shown in empirical study conducted

in Brazil(Malaquias and Hwang 2016). These results have also been shown in studies conducted in

Iran(Hanafizadeh, Behboudi et al. 2014) and China(Zhou 2012).

Seventh hypothesis; H7: there is positive relationship between trust and education

(financial). In our study education is not significant toward trust in mobile banking since p value is

0.320. It means mobile banking services providing companies may invest for increasing their

customers’ irrespective of area of education of customer. This variable has been considered in

empirical study in Brazil(Malaquias and Hwang 2016) and findings of that study are almost similar

to our study. So this hypothesis is rejected.




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Summary of acceptance and rejection of hypotheses:

Sr.

No

Hypotheses with expected relationship Observed

relationship

Results

I H1: there is negative relationship between trust and risk perception. Negative Accepted

ii H2: there is positive relationship between trust and social influence. Positive Accepted

ii i H3: there is positive relationship between trust and personal innovation. Positive Accepted

iv H4: there is positive relationship between trust and task characteristics. Positive Accepted V H5: there is negative relationship between trust and age. Negligible positive

and non-significant

Rejected

vi H6: there is positive relationship between trust and gender (male). Positive Accepted

vii H7: there is positive relationship between trust and education (financial). Positive but non-significant

Rejected

Conclusion:

Mobile banking which is form of digital finance is capturing share of banking transactions

for transfer and receipt of funds because banking customers are adopting it or they are willing to

adopt it because it suits their requirements to have access to mode for transferring/ receiving funds

without attending banks. Mobile banking suits their task characteristic. Those customers who have

innovativeness and inspired from social influence are more likely to adopt this mode of digital

finance because in our study the most significant variables are personal innovativeness and social

influence. Although perceived risk is also significant yet banking customers are willing to adopt it

on other factors.

Limitations:

Limitations of this study include sample size and population. Lahore, Gujranwala and

Faisalabad are only the cities selected for collecting responses from customers of banks. Further,

due to time constraints only 5oo questionnaires were distributed and response of 351 people was

received. Although response rate is sufficient yet for external validity i-e generalization of results to

province of Punjab or Pakistan there is need to increase population and sample size.

Recommendations:

Future studies can be conducted by increasing sample size and selecting more population

for increasing generalization of study. Further, to check the effect of age upon trust in future studies

while selecting people for response age factor can be kept in mind i-e there should be variation in

age ranging from 20 to 60 years.




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REFERENCES

1. Anus , S., et al. (2011). "Trust and initial acceptance of mobile banking in Pakistan." International Journal of Scientific &

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3. Gant, A. L. (2012). "Effects of mobi le banking on microfinance insti tution performance in Kenya."

4. Hanafizadeh, P., et a l. (2014). "Mobile-banking adoption by Iranian bank clients." Telematics and Informatics 31(1):

62-78.

5. Laukkanen, T. (2016). "Consumer adoption versus rejection decisions in seemingly s imilar service innovations : The case of the Internet and mobi le banking." Journal of Bus iness Research.

6. Malaquias , R. F. and Y. Hwang (2016). "An empirica l s tudy on trust in mobi le banking: A developing country

perspective." Computers in Human Behavior 54: 453-461.

7. Masrek, M. N., et a l . (2014). "Technology Trust and Mobile Banking Satisfaction: A Case of Malays ian Consumers ." Procedia -Socia l and Behaviora l Sciences 129: 53-58.

8. McGregor, R. (2013). "Mobi le Banking: Increas ing Access to Financia l Services ."

9. Omar, A. B., et a l . (2011). "Customer perception towards online banking services: Empirical evidence from Pakis tan."

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13. Witell, L., et a l. (2016). "Defining service innovation: A review and synthes is ." Journal of Bus iness Research.

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International Journal of Research in Finance & Marketing Email id: [email protected] http://www.euroasiapub.org 107

APPENDEX-A (DATA SET)

Sr. No. RP1 RP2 RP3 AVGRP SI1 SI2 SI3 AVGSI PI1 PI2 PI3 AVGPI TC1 TC2 TC3 AVGTC T1 T2 T3 AVGT Gender Age Education

1 5 6 5 5.33 6 5 6 5.67 6 7 6 6.33 7 5 6 6.00 7 7 6 6.67 1 45 1

2 5 5 6 5.33 4 5 5 4.67 6 5 6 5.67 6 6 6 6.00 6 5 6 5.67 1 45 2

3 5 6 5 5.33 5 6 6 5.67 6 5 6 5.67 6 6 5 5.67 6 6 6 6.00 1 23 1

4 6 6 7 6.33 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 54 2

5 7 7 7 7.00 5 6 5 5.33 5 6 5 5.33 5 5 6 5.33 5 6 5 5.33 1 45 2

6 7 7 7 7.00 5 7 6 6.00 7 5 7 6.33 7 7 7 7.00 7 7 7 7.00 1 43 2

7 5 5 5 5.00 5 6 5 5.33 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 44 2

8 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 7 7 7 7.00 1 34 1

9 5 5 5 5.00 6 6 6 6.00 7 6 7 6.67 7 7 6 6.67 7 6 7 6.67 1 44 1

10 5 4 4 4.33 6 6 6 6.00 6 6 6 6.00 6 6 7 6.33 6 6 6 6.00 1 55 1

11 5 5 4 4.67 5 5 5 5.00 6 7 6 6.33 6 5 6 5.67 6 7 6 6.33 1 33 1

12 5 5 5 5.00 6 6 5 5.67 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 45 1

13 6 6 5 5.67 4 5 4 4.33 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 35 1

14 7 7 7 7.00 7 7 6 6.67 7 7 7 7.00 5 5 6 5.33 5 5 6 5.33 1 44 1

15 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 53 1

16 5 6 6 5.67 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 2 44 2

17 7 7 7 7.00 5 5 7 5.67 5 4 7 5.33 7 7 7 7.00 5 7 7 6.33 2 44 2

18 7 6 7 6.67 7 7 6 6.67 7 7 7 7.00 7 6 7 6.67 7 7 7 7.00 2 43 2

19 4 5 5 4.67 6 6 4 5.33 6 6 6 6.00 6 6 6 6.00 7 6 6 6.33 2 33 2

20 4 5 5 4.67 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 7 6 6.00 1 34 1

21 5 5 5 5.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 7 6 6.33 1 33 1

22 5 4 5 4.67 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 35 2

23 5 4 5 4.67 5 6 6 5.67 5 6 6 5.67 6 6 6 6.00 5 6 6 5.67 1 34 2

24 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 4 5 4.67 5 5 5 5.00 2 32 2

25 5 5 4 4.67 6 6 6 6.00 6 6 6 6.00 6 5 6 5.67 6 6 6 6.00 1 36 2

26 4 4 5 4.33 7 7 5 6.33 7 7 7 7.00 7 7 7 7.00 7 7 7 7.00 1 38 2

27 5 5 5 5.00 6 5 5 5.33 5 5 5 5.00 5 6 5 5.33 6 6 6 6.00 1 37 1




28 7 7 6 6.67 6 6 5 5.67 6 5 5 5.33 5 5 5 5.00 6 5 5 5.33 2 43 1

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186 5 5 5 5.00 4 5 5 4.67 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 40 1

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202 6 5 5 5.33 6 5 5 5.33 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 2 33 1

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206 4 4 4 4.00 5 6 5 5.33 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 2 35 1

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238 6 6 6 6.00 4 6 6 5.33 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 25 2

239 5 5 5 5.00 7 7 7 7.00 7 7 7 7.00 7 7 7 7.00 7 7 7 7.00 1 21 2

240 4 5 5 4.67 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 21 1

241 5 5 5 5.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 23 1

242 4 4 4 4.00 6 5 6 5.67 6 5 6 5.67 6 6 6 6.00 6 5 6 5.67 1 24 1

243 4 4 4 4.00 6 5 5 5.33 5 5 5 5.00 6 6 6 6.00 5 5 5 5.00 2 25 1

244 4 4 4 4.00 5 6 6 5.67 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 24 1

245 4 4 5 4.33 4 5 5 4.67 4 4 4 4.00 7 7 7 7.00 4 4 4 4.00 2 23 1

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248 6 6 6 6.00 6 6 5 5.67 6 6 5 5.67 6 6 6 6.00 6 6 5 5.67 1 27 1

249 6 6 6 6.00 4 7 4 5.00 4 5 4 4.33 6 6 6 6.00 4 5 4 4.33 2 25 1

250 7 7 7 7.00 6 7 6 6.33 7 7 6 6.67 7 5 7 6.33 7 7 6 6.67 1 24 1

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252 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 20 2




253 6 6 6 6.00 7 6 5 6.00 6 6 5 5.67 6 6 6 6.00 6 6 5 5.67 1 20 1

254 6 6 6 6.00 6 6 5 5.67 6 6 5 5.67 6 6 6 6.00 6 6 5 5.67 1 21 2

255 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 6 5 5.33 5 5 5 5.00 1 23 1

256 5 5 5 5.00 7 5 5 5.67 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 20 1

257 7 6 5 6.00 5 5 4 4.67 5 5 4 4.67 5 5 5 5.00 5 5 4 4.67 2 23 1

258 7 6 7 6.67 4 5 4 4.33 4 6 6 5.33 5 6 5 5.33 4 5 4 4.33 2 32 1

259 6 6 6 6.00 4 6 6 5.33 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 31 1

260 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 34 1

261 5 5 5 5.00 6 7 5 6.00 6 7 7 6.67 7 6 7 6.67 6 7 7 6.67 1 22 1

262 4 4 4 4.00 7 6 6 6.33 5 7 6 6.00 7 7 7 7.00 7 7 6 6.67 1 21 1


263 4 4 4 4.00 7 7 7 7.00 7 7 7 7.00 7 5 7 6.33 7 7 7 7.00 1 21 1

264 4 4 4 4.00 7 7 6 6.67 6 7 6 6.33 7 7 7 7.00 6 7 6 6.33 1 21 1

265 4 4 5 4.33 7 7 7 7.00 7 7 7 7.00 7 7 7 7.00 7 7 7 7.00 1 23 1

266 6 5 5 5.33 6 5 5 5.33 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 24 1

267 5 5 5 5.00 5 6 5 5.33 6 6 5 5.67 6 6 6 6.00 6 6 5 5.67 1 34 1

268 4 4 4 4.00 6 6 6 6.00 5 6 6 5.67 6 5 6 5.67 6 6 6 6.00 1 33 1

269 4 4 4 4.00 6 5 6 5.67 6 5 5 5.33 6 6 6 6.00 6 6 6 6.00 1 32 1

270 4 4 4 4.00 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 31 1

271 4 4 5 4.33 6 5 5 5.33 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 2 31 1

272 6 5 5 5.33 6 6 5 5.67 6 6 5 5.67 6 6 6 6.00 6 6 5 5.67 1 33 1

273 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 34 1

274 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 35 1

275 4 4 4 4.00 4 6 5 5.00 5 6 6 5.67 6 5 6 5.67 5 6 6 5.67 1 34 1

276 4 4 4 4.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 43 1

277 4 4 4 4.00 6 6 6 6.00 4 6 6 5.33 6 6 6 6.00 6 6 6 6.00 1 42 1

278 4 4 5 4.33 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 45 1

279 6 7 7 6.67 5 4 5 4.67 5 4 5 4.67 6 6 6 6.00 5 4 5 4.67 1 55 1

280 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 6 5 5.33 5 5 5 5.00 1 43 1




281 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 6 5 5.33 5 5 5 5.00 1 32 1

282 4 4 4 4.00 6 6 6 6.00 6 5 6 5.67 5 5 5 5.00 6 5 6 5.67 1 31 1

283 4 4 4 4.00 4 5 5 4.67 5 5 4 4.67 5 5 5 5.00 5 5 5 5.00 1 23 1

284 4 4 4 4.00 5 7 5 5.67 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 22 1

285 4 4 5 4.33 6 5 6 5.67 6 5 6 5.67 6 6 6 6.00 6 5 6 5.67 2 21 1

286 6 5 5 5.33 6 6 6 6.00 4 6 6 5.33 6 6 6 6.00 6 6 6 6.00 1 20 2

287 5 6 6 5.67 5 6 5 5.33 6 6 5 5.67 6 6 6 6.00 6 6 5 5.67 1 24 2

288 4 4 4 4.00 6 6 6 6.00 6 6 6 6.00 6 5 6 5.67 6 6 6 6.00 1 25 1

289 4 4 4 4.00 6 6 6 6.00 6 6 5 5.67 6 6 6 6.00 6 6 6 6.00 1 26 1

290 4 4 4 4.00 5 5 5 5.00 5 5 5 5.00 6 5 5 5.33 5 5 5 5.00 1 27 1

291 4 4 5 4.33 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 28 1

292 6 5 5 5.33 5 5 7 5.67 7 7 7 7.00 7 7 7 7.00 7 7 7 7.00 1 33 1

293 4 4 4 4.00 6 7 5 6.00 4 7 6 5.67 7 7 7 7.00 6 7 6 6.33 1 32 1

294 4 4 5 4.33 4 7 5 5.33 7 6 7 6.67 5 7 7 6.33 7 7 7 7.00 1 34 1

295 6 5 5 5.33 5 6 5 5.33 7 7 6 6.67 7 7 7 7.00 7 7 6 6.67 1 32 1


296 4 4 4 4.00 7 7 7 7.00 7 7 5 6.33 7 7 7 7.00 7 7 7 7.00 1 21 1

297 4 4 4 4.00 4 7 6 5.67 7 7 6 6.67 5 7 7 6.33 7 7 6 6.67 1 22 1

298 4 4 4 4.00 5 7 7 6.33 7 7 7 7.00 7 7 7 7.00 7 7 7 7.00 1 33 1

299 4 4 5 4.33 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 32 1

300 6 5 5 5.33 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 32 1

301 6 6 6 6.00 6 7 6 6.33 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 34 1

302 6 6 6 6.00 6 6 5 5.67 5 6 5 5.33 6 6 6 6.00 6 6 5 5.67 2 22 1

303 6 6 6 6.00 6 5 6 5.67 6 6 6 6.00 5 6 6 5.67 6 6 6 6.00 2 23 1

304 6 6 6 6.00 5 6 5 5.33 5 6 6 5.67 6 6 6 6.00 5 6 6 5.67 2 21 2

305 5 6 6 5.67 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 2 24 1

306 4 4 4 4.00 6 6 6 6.00 6 6 6 6.00 5 6 6 5.67 6 6 6 6.00 1 24 1

307 4 4 4 4.00 5 5 5 5.00 5 6 5 5.33 5 5 5 5.00 5 5 5 5.00 1 23 1

308 4 4 4 4.00 6 6 5 5.67 6 6 5 5.67 6 5 6 5.67 6 6 5 5.67 1 21 1




309 4 4 5 4.33 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 22 1

310 6 5 5 5.33 5 7 5 5.67 7 7 7 7.00 7 7 7 7.00 7 7 7 7.00 1 23 1

311 5 5 5 5.00 4 5 5 4.67 5 5 5 5.00 5 6 5 5.33 5 5 5 5.00 1 21 1

312 4 4 4 4.00 6 6 5 5.67 5 6 6 5.67 6 6 6 6.00 6 6 6 6.00 1 22 1

313 4 4 4 4.00 5 6 5 5.33 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 23 1

314 4 4 4 4.00 5 5 5 5.00 5 5 5 5.00 5 6 5 5.33 5 5 5 5.00 1 24 1

315 4 4 5 4.33 6 5 6 5.67 6 5 7 6.00 6 6 6 6.00 6 5 6 5.67 1 21 1

316 6 5 5 5.33 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 21 1

317 5 5 5 5.00 6 5 5 5.33 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 2 23 1

318 5 5 5 5.00 5 5 5 5.00 5 5 6 5.33 5 5 7 5.67 5 5 6 5.33 1 22 1

319 6 6 6 6.00 6 6 6 6.00 6 5 6 5.67 6 6 6 6.00 6 6 6 6.00 1 22 1

320 4 4 4 4.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 23 1

321 4 4 4 4.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 24 1

322 4 4 4 4.00 6 5 6 5.67 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 25 1

323 4 4 5 4.33 6 5 6 5.67 5 6 6 5.67 6 6 6 6.00 6 6 6 6.00 1 22 1

324 6 5 5 5.33 4 5 4 4.33 4 5 4 4.33 4 5 4 4.33 4 5 4 4.33 2 23 1

325 6 5 6 5.67 5 5 5 5.00 4 5 5 4.67 4 5 5 4.67 4 5 5 4.67 2 21 1

326 4 4 4 4.00 5 4 5 4.67 7 7 7 7.00 7 7 7 7.00 7 7 5 6.33 1 22 1

327 4 4 4 4.00 6 4 6 5.33 5 6 6 5.67 6 6 6 6.00 6 6 6 6.00 1 21 1

328 4 4 4 4.00 6 4 6 5.33 6 6 6 6.00 6 7 6 6.33 6 6 6 6.00 1 21 1


329 4 4 5 4.33 5 6 6 5.67 6 5 6 5.67 7 6 6 6.33 6 5 6 5.67 1 21 1

330 6 5 5 5.33 5 6 5 5.33 6 6 5 5.67 6 6 6 6.00 6 6 5 5.67 1 21 1

331 5 5 5 5.00 5 6 5 5.33 5 5 5 5.00 5 5 5 5.00 5 5 5 5.00 1 23 1

332 4 4 4 4.00 5 6 5 5.33 7 5 7 6.33 7 7 7 7.00 7 7 7 7.00 1 23 1

333 4 4 4 4.00 5 5 5 5.00 6 6 6 6.00 5 6 6 5.67 6 6 6 6.00 1 22 1

334 4 4 4 4.00 5 5 6 5.33 6 6 5 5.67 6 6 6 6.00 6 6 6 6.00 1 23 2

335 4 4 5 4.33 5 5 6 5.33 6 5 6 5.67 6 6 6 6.00 6 5 6 5.67 1 22 1

336 6 5 5 5.33 6 5 6 5.67 5 6 6 5.67 6 6 6 6.00 6 6 6 6.00 1 22 1




337 4 4 4 4.00 4 5 7 5.33 7 7 6 6.67 7 7 7 7.00 7 7 7 7.00 1 22 1

338 4 4 4 4.00 5 5 5 5.00 7 6 7 6.67 6 7 7 6.67 7 6 7 6.67 1 23 1

339 4 4 4 4.00 5 5 5 5.00 5 7 5 5.67 7 7 7 7.00 7 7 5 6.33 1 24 1

340 4 4 5 4.33 5 5 7 5.67 7 7 5 6.33 7 7 7 7.00 7 7 7 7.00 1 25 1

341 6 5 5 5.33 5 5 6 5.33 6 6 6 6.00 6 6 6 6.00 6 6 6 6.00 1 21 1

342 6 6 6 6.00 5 5 6 5.33 6 5 6 5.67 6 6 6 6.00 6 5 6 5.67 1 21 1

343 4 4 4 4.00 5 5 6 5.33 6 6 6 6.00 6 5 6 5.67 6 6 6 6.00 1 21 1

344 4 4 4 4.00 5 5 7 5.67 5 6 7 6.00 6 6 6 6.00 6 6 7 6.33 1 22 1

345 4 4 4 4.00 4 5 5 4.67 6 5 6 5.67 6 6 6 6.00 6 6 6 6.00 1 33 1

346 4 4 5 4.33 4 5 5 4.67 5 5 4 4.67 5 5 5 5.00 5 5 5 5.00 1 23 1

347 6 5 5 5.33 6 5 5 5.33 5 5 4 4.67 5 5 5 5.00 5 5 5 5.00 1 33 1

348 4 6 4 4.67 6 6 7 6.33 6 6 5 5.67 7 7 7 7.00 7 6 7 6.67 1 32 1

349 5 5 4 4.67 6 4 6 5.33 7 7 6 6.67 7 6 7 6.67 7 7 6 6.67 1 22 1

350 5 4 5 4.67 6 5 6 5.67 6 6 5 5.67 6 6 6 6.00 6 6 6 6.00 1 22 1

351 5 5 6 5.33 6 5 5 5.33 6 5 6 5.67 6 6 5 5.67 6 5 6 5.67 1 24 1




APPENDEX-B

Descriptive Statistics

N Mean Std. Deviation

RP1 351 5.17 .974

RP2 351 5.14 .955

RP3 351 5.24 .949

AVGRP 351 5.1830 .91247

SI1 351 5.36 .777

SI2 351 5.41 .765

SI3 351 5.36 .735

AVGSI 351 5.3799 .58738

PI1 351 5.48 .763

PI2 351 5.47 .817

PI3 351 5.46 .809

AVGPI 351 5.4703 .67752

TC1 351 5.71 .706

TC2 351 5.68 .705

TC3 351 5.73 .713

AVGTC 351 5.7066 .65493

T1 351 5.56 .818

T2 351 5.57 .821

T3 351 5.51 .828

AVGT 351 5.5481 .75288

Gender 351 1.26 .437

Age 351 30.47 9.087

Education 351 1.19 .394

Valid N (listwise) 351

Gender

Frequency Percent Valid Percent Cumulative Percent

Valid

Male 261 74.4 74.4 74.4

Female 90 25.6 25.6 100.0

Total 351 100.0 100.0

Education

Frequency Percent Valid Percent

Cumulative Percent

Valid

Banking/ Finance

284 80.9 80.9 80.9

Others 67 19.1 19.1 100.0

Total 351 100.0 100.0




APPENDEX-C (QUESTIONNAIRE)

Sr.

No.

Statements/ items

You are requested to express your feelings against each item

ranging from strongly disagree to strongly agree by marking

in appropriate box. Please check/ mark only one box for

each item.

Cod

e

Stro

ngl

y

dis

agre

e

Dis

agre

e

Par

tial

ly

dis

agre

e

Un

dec

ided

Par

tly

agre

e

Agr

ee

Stro

ngl

y ag

ree

1 There is a considerable risk involved in using mobile

banking services.

RP1

2 There is a high potential for loss involved in using mobile

banking services.

RP2

3 My decision to use mobile banking services is risky. RP3

4 People who influence my behavior think that I should use

mobile banking.

SI1

5 People who are important to me think that I should use

mobile banking.

SI2

6 People whom I know use mobile banking. SI3

7 If I heard about a new banking product/ service, I would like

to gain experience with it

PI1

8 Among my friends, I am the first to try out new banking

products/services.

PI2

9 I like to experience with new banking products/services. PI3

10 I need to transfer money anytime anywhere. TC1

11 I need to manage my account anytime anywhere. TC2

12 I need to acquire account information in real time. TC3

13 I believe that mobile banking is trust worthy T1

14 I believe that mobile banking keeps its promises T2

15 I believe that mobile banking keeps user’s interest in mind T3

Demographic Information:

Note: Codes are used for data handling in SPSS. These were not included in main questionnaire.

1 Gender: Man Woman 2 Age………………

3 Education: Banking/ finance Others

ijrfm volume 6, issue 6 (june, 2016) (issn 2231-5985)...

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