Customers' Attitudes towards the Mobile Banking and its Impact on the Intention to Use

Abstract

Aim and introduction: The corona pandemic situation and the pervasive growth of information technology have strengthened banking services to customers via mobile phones. However, there are many concerns about customers' attitudes and intentions to use mobile banking. The present applied research has been conducted with the aim of investigating the issue.Methodology: The research method in this research was a quantitative of a survey type and the statistical population of this research was the staff of Zanjan University. Using Cochran's formula, the number of statistical sample was calculated at 202 who answered the questions in a non-probability way of the available type.Findings: The instrument was a standard questionnaire that due to localization, its validity and reliability were both reconfirmed in this research. The convergent validity of the structures was comfirmed by using the extracted mean variance (AVE) criterion above the value of 0.4 and reliability was also confirmed with Cronbach's alpha (0.878 above 0.7) and combined reliability (CR), above the standard value of 0.6. Using PLS software, the Findings showed that perceived usefulness, perceived ease of use, social effects and facilitation of the conditions had a positive and significant effect on the attitudes toward the mobile bank, but the effect of perception of competency, benevolence and security and privacy on attitude toward the mobile bank was not significant. The results also showed the effect of attitude towards the mobile bank on the intention to use the mobile bank

Keywords

• attitudes
• mobile bank
• intention to use
• privacy
• volatility