Acceptance of mobile banking application services offered by Sri Lankan commercial banks

Abstract

Mobile banking services enable customers to conveniently patronage financial services through smart mobile devices. Present research analyses the effect of subjective norms and security aspects on mobile banking acceptance. University students who use mobile banking services have been considered for sample selection. Finally, completed 287 self-administered questionnaires were utilized for the data analysis process. Technology Acceptance Model has been adapted by means of incorporating the subjective norms variable and security of e-services variable. ANOVA, ANCOVA as well as Hierarchical Linear Model (HLM) were considered in analyzing data. Formulated hypotheses of the study were supported by the results. Cross-sectional nature and restrains on sample selection were recognized as limitations. Findings would be beneficial for banks, mobile banking service providers/application developers, regulators and related stakeholders, alike. Contextual application of HLM analysis, incorporation of associated models, contribute to originality. In quest of knowledge in wide-ranging country, cultural and societal settings, future researches may integrate relevant theoretical models and diverse perspectives.