Factors affecting the adoption of mobile banking in New Zealand : a thesis presented in partial fulfilment of the requirements for the degree of Masters in Information Technology in Information Systems at Massey University, Albany campus, New Zealand
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Date
2012
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Massey University
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Abstract
Mobile banking is a new banking medium by which customers can check their account
balances and do transactions on-the-go. All a customer needs is a mobile device along with
3G connectivity. In most studies it has been observed that mobile banking is in the nascent
stage and has yet to reach its potential of becoming the primary channel of contact for
addressing the banking needs of customers.
The aim of this study was to determine the factors that influence the adoption of mobile
banking in New Zealand. The research model was based on the Technology Acceptance
model and tests the constructs identified through the focus group discussion. A survey was
developed to obtain responses from various segments of the society who may or may not have
heard of mobile banking. The findings showed that some factors pertaining to trust,
usefulness and risk drive the usage of mobile banking in New Zealand. Perceived risk was
identified as a major inhibitor in the adoption of mobile banking amongst the users.
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Keywords
Technology acceptance model, Mobile banking, Bank customers