BPMM 3033MARKETING RESEARCH

GROUP 2

DETERMINING FACTOR AFFECTING

MOBILE BANKING ADOPTION IN UUM

BEHAVIOURAL INTENTION TO ADOPT MOBILE BANKING (DEPENDENT VARIABLE)

Q.No. Items References

1 I think that Mobile banking is compatible with my lifestyle.

Moore and Benbasat (1991)

2 I think that using Mobile banking requires a lot of mental effort.

Moore and Benbasat (1991)

3 I feel that using Mobile banking fits well with the way I like to manage my finances.

Moore and Benbasat (1991)

4 I am confident over the security aspects of Mobile banking in Malaysia.

Bhimani (1996); Cockburn and Wilson

(1996); Lee (1996)

5 I am confident of using Mobile banking even if I have never used such a system before.

Compeau and Higgins (1995)

6 I believe that protection to the privacy of their personal information is positively affect user’s behavioral intention to adopt mobile banking.

(Rao and Troshani,2007)

 PERCEIVED EASE OF USE

Q.No.

Items References

1 I think that it is easy to use online banking to accomplish my banking tasks

Davis, F., D. (1989)

2 I think Mobile banking is easy to login Ndubisi et al, (2001)

3 I think that interaction with online banking does not require a lot of mental effort.

Mathieson (1991)

4 I think that learning to use online banking would be easy. MohdSuki(2010)

5 I find it easy to get this Mobile banking site to do what I want it to do

MohdSuki(2010)

6 My interaction with this Mobile banking site is clear and understandable

MohdSuki(2010)

7 I think Mobile banking saves time as compared to conventional banking

Poon (2008)

8 I think e-banks transaction is easy to use Poon (2008)

9 I think Mobile banking is easy to login Poon (2008)

10 I believe that Mobile banking is easy to use system that will accomplish tasks easily.

(V.Venkatesh & M. G. Morris 2000)

PERCEIVED USEFULNESSQ. No. Items References

1. I believe that Mobile banking provides pictures and easy to understand

Reaserch of Hexun bank (2010)2. I feel that Online bank transfer is easy

3. I think that online banking operating system is simple4. I think that Mobile banking will reducing operation costs. Luo, Li, Zhang

and Shim (2010)

5. I believe that Mobile banking can generating additional revenue through commissions and service fees.

Luo, Li, Zhang and Shim (2010)

6. I think that Mobile banking will minimizing transaction errors and potential for fraud.

Luo, Li, Zhang and Shim (2010)

7. I think that Mobile banking will improving customer retention and brand loyalty besides using counter services.

Luo, Li, Zhang and Shim (2010)

8. I confident that provides financial transaction service like balance check and bill payment via a mobile device is very useful.

Sripalawat, Thongmak and Ngarmyam (2011)

9. I believe that perceived usefulness has a significant impact to use mobile banking.

Luarn and Lin (2005)

PERCEIVED CREDIBILITYQ. No Items References

1 I believe my information is kept confidential Rao and Troshani (2007)

2 I believe my transactions are secured (Brzezinski and Xu,2005)

3 I believe my privacy would not be divulged Luarn and Lin [2005]

4 I believe the banking environment is safe Rao and Troshani (2007)

5 I confident that using mobile banking will be free of security and privacy concerns.

(Brzezinski and Xu,2005)

6. I think that lack of awareness of Mobile banking services and its benefit are found to a reasons for consumers’ reluctance to use Mobile banking services.

Howcroft et al (2002)

7. I believe that protection to the privacy of their personal information is positively affect user’s behavioral intention to adopt mobile banking.

Rao and Troshani (2007)

8. I think that Mobile banking will help in building trust with banks.

Wang,Wang, Lin and Tang (2003)

PERCEIVED BENEFITQ. No Items References

1 I think that the customer is considering cognitive and affective evaluation in Mobile Banking.

Kim, Chan, & Gupta, (2007)

2 I believe that the intention to use online banking is primarily and positively affected by perceived benefit.

Lee (2009)

3 I think that if there is a lack of grasping these benefits is an important barrier to adopt use of Mobile Banking.

Laforet and Li (2005)

4 I believe internet banking is savings in costs it offers. Turban et al. (2003)

5 I feel that internet banking is savings in time it offers. Turban et al. (2003)

6. I feel that internet banking is savings in space it offers. Turban et al. (2003)

7. I feel that Mobile banking has fast reaction to complaints and its delivery of improved services, all of which benefits make for easier banking.

Turban et al. (2003)

8. I feel that Mobile banking is all of which benefits make for easier banking.

Turban et al. (2003)

FRAME WORK

Behavioural Intention to

Adopt Mobile

Banking

Perceived Ease of Use

Perceived Credibility

Perceived Usefulnes

s

Perceived Benefit

EXAMPLE OF QUESTIONNAIRE