An Exploratory Study of Information Systems Resistance: The Case of Mobile Banking Systems in Korea and Finland

This study investigates mobile banking systems adoption in two countries; Korea and Finland, and proposes a mobile banking resistance model. Both Korea and Finland are currently using the most advanced wireless infrastructure and mobile banking systems. However, numerous inhibitors of mobile banking systems have delayed the widespread use of mobile banking systems. This study reports the significant inhibitors of mobile banking systems as well as the characteristics of those who are classified as non-adopters. More specifically, this paper finds whether the people who do not use mobile banking systems actually reject, postpone or oppose it. To accomplish the research objective, this study deploys the combination of the qualitative and quantitative research method. In the first phase, a case study using semi-structured interview is deployed to identify the factors inhibiting mobile banking use. 20 non-mobile banking users from Korea and Finland were interviewed in this phase of study. The result indicated that well developed traditional electronic banking services in both countries are significant barriers to mobile banking adoption. In addition, perceived risk and lack of knowledge about mobile banking contribute to non-adoption or rejection of mobile banking systems. In the second phase, the proposed mobile banking resistance model will be tested using a survey. Findings from the use of qualitative methods will be explained further with quantitative analysis of SEM.