Abstract:
The purpose of this paper is to propose and empirically test a model that
delineates the factors that influence banking customers’ behavioural intention to use
mobile banking (m-banking) services in Sri Lanka. Factors namely Perceived Usefulness
(PU) and Perceived Ease of Use (PEOU) were based on popular Technology Acceptance
Model (TAM) and Perceived Compatibility (PC) and Perceived Trust (PT) were adopted
from literature since they appeared to be more contextual. Quantitative study based on
questionnaire survey was adopted. Out of the 800 structured questionnaires administered
using convenient sampling, 703 were returned and 695 were considered complete.
Structural Equation Modelling was conducted to see the insights of the data collected
from banking customers in Sri Lanka. The data collected excellently fitted the model
proposed and the structural model confirmed that PU, PEOU, PC and PT, while PT being
the strongest, significantly influence Sri Lankan banking customers’ behavioural
intention to use m-banking services. While TAM factors are known to influence
behavioural intention to use any technology, in Sri Lankan context, PT and PC have been
empirically proved to influence customers’ intention to use m-banking services. Actual
adoption behaviour and more factors including demographic controlling determinants
could have been added to see more comprehensive insights. Although a plethora of works
have already done to see intention to use and actual adoption of m-banking services, less
is known in the case of Sri Lanka specifically attending to see Compatibility and Trust
factors’ influence on such intention. Hence, this study has attempted to bridge this gap
incorporating these factors together with TAM factors and by empirically studying in Sri
Lankan banking customers’ context.
