Behavior intention toward fund transfer of mobile banking usage: usability study / Norhisham Mohd Radzi

• Main Author: Mohd Radzi, Norhisham
• Format: Thesis
• Language: English
• Published: 2016
• Online Access: https://ir.uitm.edu.my/id/eprint/63968/1/63968.PDF; https://ir.uitm.edu.my/id/eprint/63968/

Banks as service provider to customers of mobile banking services. Mobile banking uses smartphone as device to access banking application to do a banking transaction. In mobile banking services consists of checking balance, fund transfer, bill payment and credit topup for telecommunications. Past study indicate that customers of mobile banking preferred use only checking balance of mobile banking services. Greatest challenging is to convince banks customers to use fund transfer services because fund transfer is not easy to use and involve financial and confidential data banks customer. Customer's behavior also of the factor. The aim of this study to determine user's behavior to use fund transfer of mobile banking services and the scope of study the on usability. The study focuses on three areas which is System functionality, system responsive and system interactivity. The factors to influence behavior of users has been divided into four group which called as perceived ease of use, perceived usefulness, self-efficacy and service quality. Data collected using method survey questionnaires which carried out among 207of customers of mobile banking in Malaysia. All the accumulated data was processed using Statistical Package for the Social Science (SPSS). Descriptive, Reliable, Normality and Spearman were used to test the research questions and hypothesis of research model. The findings provide evidence that customers of mobile banking preferred use fund transfer services among others mobile banking services. The result of the study decline from past study whereby customers of mobile banking preferred use checking balance. The reason customer use the fund transfer due to the services is useful and saving on time and cost. Findings on system functionality shown customer use the fund transfer due to the services useful. Result for system responsive revealed the customer use the fund transfer due to service quality of the mobile banking services. On system interactivity result shown customers used the fund transfer due to secure of the system. Customers fell secure where system intelligent enough prompt to customer prior submission the transaction, this features to ensure transaction done by the exactly the right customers. Hypothesis result indicate strongest positive relationship between system responsive -useful and behavior. Study on trust on fund transfer services and usability of bill payment proposed for future research.