Toward An Understanding of the Behavioral Intention to Use Mobile Banking Services

Although millions of dollars have been spend on building mobile banking systems, report on mobile banking systems has shown that potential users may not use the systems in spite of their availability. There is a need for research to identify the factors that determine users’ acceptance of mobile banking. According to the technology acceptance model (TAM), perceived ease of use and perceived usefulness constructs are believed to be fundamental in determining the acceptance and use of various IT. These beliefs, however, may not fully explain the user’s behavior toward the newly emerging mobile banking. Using the technology acceptance model (TAM) as a theoretical framework, this study introduces “perceived credibility” as a new factor that reflects the user’s security and privacy concern in the acceptance of mobile banking, and examines the effect of computer self-efficacy on intention to use mobile banking. Data collected from 267 users in Taiwan were tested against the extended TAM using the structural equation modeling approach. The results strongly support the extended TAM in predicting users’ intention to adopt mobile banking systems, and demonstrate the significant effect of computer self-efficacy on behavioral intention through perceived ease of use, perceived usefulness, and perceived credibility.