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RESEARCH PROPOSAL
CONSUMER ACCEPTANCE OF MOBILE BANKING INKARACHI
Submitted by:Laraib Murtaza
(08-0002)
Supervisor:
Sir Hassan Javid
Submitted On:
3rd December 2011
National University of Computer & EmergingScience
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Management Science Department, Karachi
Table of Contents
INTRODUCTION ............................................ 32. BACKGROUND .......................................... 43.LITERATURE REVIEW .................................. 4MCB Mobile is a quick, easy and secure way totop up mobile phone balances, transfermoney, pay bills and do so much more. MCBs
globally recognized and award nominatedmobile payments service allows existingaccount holders at MCB to conduct both nonfinancial and financial transactions such as: .. 7KEY TERMS .................................................. 94. RESEARCH QUESTIONS ............................ 115. CONCEPTUAL FRAMEWORK ..................... 116. OBJECTIVES ............................................ 11
7. STAKEHOLDERS ...................................... 128. BENEFITS ............................................... 129. LIMITATION ............................................ 1210. SCOPE .................................................. 1311. RESEARCH METHODOLOGY .................... 1311.1 RESEARCH DESIGN .............................. 1311.2 PROCEDURE ........................................ 1311.3 POPULATION ....................................... 14
SAMPLE AND SAMPLING METHOD ................ 1411.5 MEASUREMENT/ INSTRUMENT SELECTION................................................................. 1411.6 VARIABLES ........................................ 1411.7 HYPOTHESIS ....................................... 1512. SOFTWARE EMLPOYED .......................... 15
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13. REFERENCES ........................................ 16
INTRODUCTION
Mobile phone has revolutionized our behavioral patterns in more ways than one and
still continues to do so. It took more than two decades to reach the first billion mobile
subscribers, took only three and a half years to bring that number up to two billion and
not surprisingly it has taken less than 24 months to reach the three billion mark. It can
safely be estimated that in the very near future more than 80% of mankind will be able
to communicate at the press of a button.
Today we are not only using the mobile phone to communicate with others in the form
of voice or SMS, we are using it to connect to the world. Todays mobile phone is no
less than yesterdays personal computer. Indeed, computers revolutionized banking in
the last decade or so, eliminating to some extent the need for branch visits.
It has taken over 60 years for the banking industry to get approx 30 million bank
accounts. It took Telcos less than 10 years to reach 90 million customers. Bringing the
next 30 million people into the formal economy by opening a bank account can now
easily be achieved in the next 5 years.
Unlike developed economies, penetration of computers and use of internet in Pakistan
had take-up and user experience limitations. Therefore internet banking in Pakistan
was not able to achieve desirable growth in the early years. It is true that numeric
literacy in Pakistan is higher than our official literacy figure. Even your cook & driver
have learned the skills of device management that are beyond just voicecommunication from their mobiles sets. This coupled with internet now available on a
mobile phone has opened up a large resource pool that stands open for mass enrollment
in the banking sector that ultimately will prove to be a harbinger for documenting the
national economy.
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With millions of mobile users and still growing, it is only natural that the banking
sector will now begin to channel transactional and payments needs through the mobile
device including utility & other bill payments and the freedom to transfer funds
instantly (Ikhlas, 2009).
2. BACKGROUND
According to a study conducted by telecommunications analyst firm, Juniper Research,
the number of mobile phone banking (M-Banking) users will exceed 150 million
globally by 2011. This is in contrast with trends in M-Banking thus far with consumer
uptake around the world falling below the expectations of both academics and industry
specialists. This supports the notion that technological advances and service availability
do not automatically lead to widespread adoption and use (Wang, Lo and Fang, 2008).
As such, there have been repeated calls for the investigation of factors that predict or
explain the adoption, acceptance, and use of mobile services (M-Services) such as M-
Banking (Lisa Wessels and, 2009).
3.LITERATURE REVIEW
Emergence of Mobile Banking In Pakistan
Our country has experienced an excelling growth for both mobile and banking sectors
since their de-regulation; today we are witnessing mergers of their products and
services. According to State bank of Pakistan, growth and turnaround in Pakistans
banking sector has been remarkable and unprecedented in recent years. Classified as
Pakistans and regions best performing sector, the financial sector assets have risen to
over $185 billion, its profitability is exceptional and at an all-time high, non performing
loans (NPLs) are at an all-time low, credit is fairly diversified and bank wide system
risks are well contained. Almost 81% of banking assets are in private hands. Similarly
mobile sector in Pakistan has observed an enormous growth with a subscribers base
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reaching above 100 million, growing at 12 to 15%, which was only 5 Million in 2004-
05.
Despite the rapid growth presently there are only 25 million bank accounts in the
country making a 14% of adult population with an access to formal banking services. If
the opportunity relationship is mapped between the numbers of bank account i.e. 25
million versus the number of mobile subscribers i.e. 102 million there exists a
comprehensible window of facilitation for un-banked population of the country mostly
living in rural and remote area. This window of facilitation could be transformed into a
realization though mobile banking services.
Five mobile phone companies have brought the entire country under comprehensive
network coverage, with steady growth in number of mobile phones subscribers that is
already well above hundred million with licensed and regulated financial service
providers to devise and introduce innovative cost effective means of introducing new
segments of banking. (Mobile Banking Market Dynamics for Pakistan , 2009).
The mobile banking activities have already gone to a rise in the country. The major
service providers in the new market of mobile banking in Pakistan are Easypaisa bu
Telenor, Muslim Commercial Bank, Omni accounts by United Bank and Mobilink is
the new entrant to the market of mobile banking (Bold, 2011).
EASYPAISA BY TELENOR:
Easypaisa Mobile Accounts are actual bank accounts and work just like a normal bank
account. This service is available only for existing and new Telenor subscribers.
Easypaisa Mobile Account can be opened from any Telenor Sales and Service Centers,
Telenor Franchise or Tameer Bank branch. Telenor subscribers will now be able to pay
bills, transfer money and use many more services from their own mobile phones,
anytime, anywhere. Once an easypaisa Mobile Account is opened, users can go to any
of the thousands of easypaisa shops and Tameer Bank branches in Pakistan to 'Deposit
Cash' into or 'Withdraw Cash' from their easypaisa Mobile Account.
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PRODUCT FEATURES:
Instant access to your Mobile Banking Account anytime, anywhere Any
Telenor current or new subscriber can open a Mobile Account. No prior Bank
Account is needed; anyone with a Telenor SIM can avail and use this service
Send money to any person with a valid NADRA CNIC or to any other
easypaisa Mobile Account. Utility bills can also be paid instantly from an
easypaisa Mobile Account
Cash Deposit into a Mobile Account or Cash Withdrawal from any Mobile
Account can be done at many easypaisa merchants in more than 450 cities in
Pakistan
The following transactional limits apply to all easypaisa Mobile Account, as
regulated by the State Bank of Pakistan. Rs. 10,000 per day, Rs. 20,000 per
month and Rs. 120,000 per year. These limits apply on both credits and debits
in a Mobile Account
A customer can only keep a maximum of Rs. 60,000 in his easypaisa Mobile
Account at any time
Sunday or Monday you can do transactions any day, anytime from anywhere.No more travelling, or no more waiting in long queues
Secure Encrypted Transactions based on GSM standards and State Bank of
Pakistan regulations
Dedicated customer helpline / support available 24/7 (Emadpide, 2010)
Muslim Commercial Bank:
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MCB Mobile is a quick, easy and secure way to top up mobile phone balances, transfer
money, pay bills and do so much more. MCBs globally recognized and award
nominated mobile payments service allows existing account holders at MCB to
conduct both non financial and financial transactions such as:
Fund Transfers:
You can send money to anyone using MCB Mobile, by providing the complete 16-digit
MCB account number or the 13 -digit ATM card number of the beneficiary.
(Beneficiary does NOT have to be a registered MCB Mobile user).
You can also send money using the beneficiarys mobile phone number registered with
MCB Mobile. (Beneficiary needs to be a registered MCB Mobile user)
Purchase Top-ups for Prepaid Connections:
You can now conveniently purchase prepaid airtime and top-up the credit in your or
someone elses mobile phone for all of following mobile connections:
Mobilink
UFone
Zong
Warid Zem
Telenor
Pay your Postpaid Mobile bills:
You can forget about the hassle of paying your post-paid mobile bills through customer
service centers. Pay your post paid bills through MCB Mobile conveniently at anytime
for any of all mobile companies.
Pay your Utility Bills:
MCB Mobile allows you to make payments for a host of utility companies, schools and
clubs among other recurring payment services. Currently supported companies are:
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KESC - Karachi Electricity Supply Company
HESCO - Hyderabad Electricity Supply Company
SSGC - Sui Southern Gas Company
SNGPL - Sui Northern Gas Pipeline
PTCL - Pakistan Telecom Communications Limited
IESCO - Islamabad Electric Supply Company
Make Your MCB Visa Credit Card Payments:
You can now make your MCB Visa Credit Card payments easily through this service.
You have the option of paying a minimum payment, more than minimum or the full
amount.
Maintain Favorites:
Registered MCB Mobile users can manage their favorite payees i.e. add or remove
utility companies or individual account holders to whom payments and fund transfers
are made frequently.
Report a Lost ATM card
Registered MCB Mobile users can report their card as lost using the service. The ATM
card will automatically be de-activated for a period of 24 hours.
Make Donations:
You can make donations to your favorite charities through this service in a matter of
seconds. Donations to the Prime Ministers Fund of Internally Displaced Persons are
being accepted. More charities will be added in the near future.
UNITED BANK OMNI ACCOUNT:
UBL introduces yet another first-of-its-kind service in Pakistan; UBL SMS Banking is
the First Complete Mobile Payments Solution ever to be launched in the country.
This means that you can now buy, pay and share real money using the SMS facility on
your mobile phone. It is now amazingly easy for you to buy your prepaid talk time
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minutes, view your utility bills and even pay them off through your mobile phone. With
simply an SMS, you can now send and receive actual money from friends and family.
With UBL SMS Banking you don't need a special SIM, GPRS connection not even a
bank account. Major features of UBL Omni account are: (Pakistani, 2011)
Buy prepaid cards of all service providers in Pakistan
Share and send money.
Send flowers and cakes.
View your current account.
Pay your utility bills.
MOBILINK SMS BANKING:
Mobilink connection is not just meant for communication. It is now a complete banking
solution for our valued customers. Mobilink GSM has joined hands with leading Banks
of Pakistan to bring your bank accounts at your finger tips. By using your Mobilink
connection, you would be able to remain updated with your account details anywhere,
anytime. With leading banks like Citibank, MCB Bank, SCB, UBL and EGIBL, we
strive to assure that we serve as many of our valued customers as possible with this
convenient service. (Mobilink, 2011)
KEY TERMS Mobile banking
Perceived ease of use
Compatibility
Perceived cost
Perceived risk
Mobile banking: Mobile banking (also known as M-Banking, mbanking, SMS
Banking) is a term used for performing balance checks, account transactions, payments,
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credit applications and other banking transactions through a mobile device such as
a mobile phone or Personal Digital Assistant (PDA). The earliest mobile banking
services were offered overSMS. With the introduction of the first primitive smart
phones with WAPsupport enabling the use of the mobile web in 1999, the first
European banks started to offer mobile banking on this platform to their customers.
Compatibility: It can be defined as the degree that engaging in M-Banking is
perceived as being consistent with consumers lifestyle and current need. Research on
mobile transaction services reveals that as many as two-thirds of the financial service
transaction needs of respondents remain unfulfilled because traditional channels do not
offer the ubiquity provided by a mobile channel. Thus, it has been found that high
compatibility leads to an increased chance of technology adoption (Lisa Wessels and,
2009)
Perceived cost: An examination of current research in the area of M-Banking
revealed that perceived cost, which is defined as the extent to which a person believes
that using M-Banking will cost money, has a significant negative effect on intention to
use M-Banking and its related technologies. A similar construct, monetary sacrifice,
has also been examined by Kim, Chan and Gupta, who found that it negatively affects
perceived value and thus, consumer intentions of mobile Internet adoption. Given thatthe cost of accessing mobile and wireless service has traditionally been higher than that
of accessing wire-based Internet, this suggested that financial considerations, including
the cost of a web-enabled mobile phone, and service and communication fees, will
influence consumer intentions to use M-Banking.
Perceived risk: Consumer'slevel ofuncertaintyregarding the outcome of
purchase decision, especially in case ofhigh priced item such as a car, or
a complex item like a computer or now a days M-commerce and M-banking.
Consumers attempt to reduce theiranxiety by collecting more information and by
seeking the recommendations of apeer group or anentity (personor consumer
advocacy group) considered an expert on the subject matter. Manufacturers
and marketerstry to reduce this riskwith reassuring guaranties, by obtaining the
http://en.wikipedia.org/wiki/Mobile_phonehttp://en.wikipedia.org/wiki/SMShttp://en.wikipedia.org/wiki/Smart_phoneshttp://en.wikipedia.org/wiki/Smart_phoneshttp://en.wikipedia.org/wiki/Wireless_Application_Protocolhttp://en.wikipedia.org/wiki/Wireless_Application_Protocolhttp://en.wikipedia.org/wiki/Mobile_webhttp://en.wikipedia.org/wiki/1999http://www.businessdictionary.com/definition/consumer.htmlhttp://www.businessdictionary.com/definition/consumer.htmlhttp://www.businessdictionary.com/definition/uncertainty.htmlhttp://www.businessdictionary.com/definition/regarding.htmlhttp://www.businessdictionary.com/definition/regarding.htmlhttp://www.businessdictionary.com/definition/decision.htmlhttp://www.businessdictionary.com/definition/high.htmlhttp://www.businessdictionary.com/definition/complex.htmlhttp://www.businessdictionary.com/definition/computer.htmlhttp://www.businessdictionary.com/definition/anxiety.htmlhttp://www.businessdictionary.com/definition/peer-group.htmlhttp://www.businessdictionary.com/definition/peer-group.htmlhttp://www.businessdictionary.com/definition/entity.htmlhttp://www.businessdictionary.com/definition/entity.htmlhttp://www.businessdictionary.com/definition/person.htmlhttp://www.businessdictionary.com/definition/person.htmlhttp://www.businessdictionary.com/definition/expert.htmlhttp://www.businessdictionary.com/definition/marketer.htmlhttp://www.businessdictionary.com/definition/marketer.htmlhttp://www.businessdictionary.com/definition/risk.htmlhttp://en.wikipedia.org/wiki/SMShttp://en.wikipedia.org/wiki/Smart_phoneshttp://en.wikipedia.org/wiki/Smart_phoneshttp://en.wikipedia.org/wiki/Wireless_Application_Protocolhttp://en.wikipedia.org/wiki/Mobile_webhttp://en.wikipedia.org/wiki/1999http://www.businessdictionary.com/definition/consumer.htmlhttp://www.businessdictionary.com/definition/uncertainty.htmlhttp://www.businessdictionary.com/definition/regarding.htmlhttp://www.businessdictionary.com/definition/decision.htmlhttp://www.businessdictionary.com/definition/high.htmlhttp://www.businessdictionary.com/definition/complex.htmlhttp://www.businessdictionary.com/definition/computer.htmlhttp://www.businessdictionary.com/definition/anxiety.htmlhttp://www.businessdictionary.com/definition/peer-group.htmlhttp://www.businessdictionary.com/definition/entity.htmlhttp://www.businessdictionary.com/definition/person.htmlhttp://www.businessdictionary.com/definition/expert.htmlhttp://www.businessdictionary.com/definition/marketer.htmlhttp://www.businessdictionary.com/definition/risk.htmlhttp://en.wikipedia.org/wiki/Mobile_phone7/31/2019 Laraib Murtaza Proposal)
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backing or recognized groups oropinion leaders, or by hiring a well known and
respected spokesperson.
4. RESEARCH QUESTIONS
What are the factors that influence consumers attitude and intention to
use Mobile banking in the context of Karachi?
5. CONCEPTUAL FRAMEWORK
6. OBJECTIVES
The major objectives of this research are following:
To determine the number of people availing the facilities of mobile banking.
To examine the key factors engaged in the motivation of their mobile banking
usage.
Ease OfUse
CompatibilityAttitudetowardMobile-Banking
Perceived Risk
Perceived cost
Intention toUse Mobile-
Banking
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To discover the aspects which cause hindrance to use mobile banking?
7. STAKEHOLDERS
The basic stakeholders of this research would be all the persons that are currently using
mobile phones in their daily routine. Few of the identified stakeholders are as follows:
1) Mobile service users.
2) Banks and Telcos involved in M-banking
3) Students and researchers.
8. BENEFITS
This research is going to be beneficial in many ways such as:
1) The end users can convey their point of view regarding the service quality
received by them in Mobile Banking.
2) The mobile bank service providers will be able to know how they can improve
their services in order to satisfy the customers.
3) The hindrances and holdups in consumers mind to use M-banking can be
examined.
4) Services can be improved by eliminating these hindering factors.
9. LIMITATION
The limitations of the research can be following:
Time limitation
Difficulty in the collection of primary data.
The research is employed only on the City of Karachi.
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10. SCOPE
The research will be conducted under the following framework:
City: Karachi
Industry: Telecom companies and Banks offering mobile bank services.
Population: People of Karachi who are currently possessing cell-phones.
11. RESEARCH METHODOLOGY
11.1 RESEARCH DESIGN
The type of the study will be Quantitative, since it will measure the relationship
between the variables.
11.2 PROCEDURE
The study will be conducted through the following methods:
1. Keeping in view the factors a questionnaire will be made.
2. Pilot testing of questionnaire will be done.
3. Data would be gathered from different stratum through questionnaires.
4. Data will be then recorded using software like excel etc.
5. Interpretation of the data and results would be analyzed by using different
methodologies.
6. Hypotheses will be then proved or disproved.
7. Conclusion and recommendation would be provided.
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11.3 POPULATION
The total population of Karachi is approximately 15,329,545 of which most of the
people are the users of mobile phones. The population of my research would be all
those people in the city of Karachi who possess mobile phones.
SAMPLE AND SAMPLING METHOD
The sample size of my research would be 384 and there will be a margin of error + 5
with a confidence level of 95%. The survey would be done in the places where people
familiar to the mobile banking services will likely be available such as:
Parks
Malls
Beaches
Supermarkets
11.5 MEASUREMENT/ INSTRUMENT SELECTION
a) PRIMARY:
Primary data would be collected through questionnaires which would be structured and
survey.
b) SECONDARY:
Secondary data would be collected from different articles, magazines, research papers
and other sources on internet.
11.6 VARIABLES
Independent:
Ease of use
Compatibility
Perceived Cost
Perceived Risk
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Dependant:
Customers intention to use mobile banking
Moderating variable:
Attitude towards mobile banking.
11.7 HYPOTHESIS
H1: Attitude towards mobile banking will mediate the relationship between theantecedent (independent) factors and intention to use M-Banking.
H2: A positive attitude toward M-Banking will lead to an intention to utilize M-Banking.
H3: Perceived ease of use will have a positive relationship, mediated by attitude toward
M-Banking, with intention to use M-Banking.
H4: The perceived risk of using M-Banking will have a negative relationship, mediated
by attitude toward M-Banking, with intention to use M-Banking.
H5: Perceived cost will have a negative relationship, mediated by attitude toward M-
Banking, with intention to use M-Banking.
H6: The compatibility of M-Banking with users lifestyle and current needs will have apositive effect, mediated by attitude toward M-Banking, on intention to use M-Banking.
12. SOFTWARE EMLPOYED
Microsoft Excel, Spreadsheets, SPSS, etc
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13. REFERENCES
1. Lisa Wessels and, J. (2009).An Investigation of Consumer Acceptance of M-Banking in Australia. Queensland: Anzmac.
2. Ikhlas, A. N. (2009, August).Mobile Banking on the rise in Pakistan. Retrievedfrom mcbmobile.
3. Mobile Banking Market Dynamics for Pakistan . (2009, August 13).Retrieved from dryaseen.pk.
4. Bold, C. ( 2011, October 12).More on pakistan as a laboratory for innovationbranchless banking. Retrieved from technology.cgap.org.
5. Emadpide. (2010, september 27).Easypaisa mobile account. Retrieved fromwww.blogspot.com.
6. Pakistani. (2011, July 29). UBL Omni SMS services. Retrieved fromwww.blogspot.com:http://ubl-omni.blogspot.com/2011/07/ubl-omni-sms-services.html
7. Mobilink. (2011). Sms banking. Retrieved from www.mobilinkworld.com:http://www.mobilinkworld.com/index.php?option=com_content&task=view&id=15&Itemid=20
http://www.blogspot.com/http://ubl-omni.blogspot.com/2011/07/ubl-omni-sms-services.htmlhttp://ubl-omni.blogspot.com/2011/07/ubl-omni-sms-services.htmlhttp://ubl-omni.blogspot.com/2011/07/ubl-omni-sms-services.htmlhttp://www.blogspot.com/http://ubl-omni.blogspot.com/2011/07/ubl-omni-sms-services.htmlhttp://ubl-omni.blogspot.com/2011/07/ubl-omni-sms-services.html7/31/2019 Laraib Murtaza Proposal)
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APPENDIX
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Authors Methodology Sample Variables Techniques Major Findings
RajnishTiwari,StephanBuse &
CorneliusHerstatt
Questionnaire
A total of488persons in
the age-group of18 to 65years
Perceivedpreferencesand willingnessto pay for
differentfinancialservices offeredin MobileBanking.
Empiricalassessment.
A stage seems to have bereached where it is prudent include offers of MFS product portfolios. The exa
scope of the services to offered and prices to charged should be decidkeeping in mind the banspecific customer structures
HanudinAmin,RicardoBaba&MohdZulkifli
Muhammad
StructuredQuestionnaire
Randomsamplingof 250customers
Perceivedusefulness, easeof use, credibility,self-efficacy &normativepressure.
Reliabilitytesting &validityMeasureModel.
The findings in this study offinsights to commercial banin Malaysia in promoting tuse of mobile banking amobank customers. In order achieve this, it is important fcommercial banks to take in
account the factors that tstudy had found to impact the use of mobile bankin
These very factors can utilized to formulate gopromotional strategies enhancing the use of mobbanking among the clienteof Malaysian banks.
innaMattila
traditionalpostalsurvey
3000 bankcustomers
Key motivators& inhibitors forusing mobile
banking.
The size of the attribudemonstrates also timportance of it. The mo
significant predictors adoption in this case turnout to be relative advantagained, compatibility services with adopteexisting values and perceivcomplexity of the service
The proposed model is nintended to be fucomprehensive or universaapplicable.
Lisa
Wessels &JudyDrennan
Web based
survey
3000 email
invitationsfromwhich 314responseswerereceived
Perceived
usefulness,ease of use,need forinteraction, risk& intention touse mobilebanking.
Pearson
product-momentcorrelationcoefficients
The first condition
mediation posed was satisfisince all the independevariables are significanrelated to the dependevariable at the p
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condition of mediation. Lastthe third condition mediation is also fulfilled sinthere is a significarelationship between M aDV (r=.856, n=311, p
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security of personal and financial information, mobile phone going off line whilst banking, etc.
11. I feel that conducting my bankingbusiness on my mobile phone would besecure
Antecedent Beliefs CompletelyAgree
MostlyAgree
SlightlyAgree
NeitherAgree/Dis
agree
SlightlyDisagree
MostlyDisagree
ComDi
12. I know that mobile phone banking willhandle my business correctly
13. I feel that conducting my bankingbusiness on my mobile phone would besafe
14. I think there is little danger that anythingwill go wrong if I use mobile phone
banking
The following questions aim to determine the perceived financial cost of using mobile phone banking. Some people think that mobile
banking would be expensive to use, while others think that the cost of mobile phone banking would be reasonable.
15. It would cost a lot to use mobile phonebanking
16. I think that the internet access cost ofusing mobile phone banking would behigh
17. There are financial barriers (e.g. internetaccess cost) to me using mobile banking
This set of questions measure how compatible mobile phone banking is with your lifestyle and needs. For instance, a person who likes
shopping might find that mobile phone banking allows them to check their balance and transfer money before buying an item, or som
who is always on the run may find that being able to do their banking away from a computer fits well with their lifestyle and their nee
anytime, anywhere access.
18. Using mobile phone banking would fitmy lifestyle
19. Using mobile phone banking would fitwell with how I like to do my banking
20. Using mobile phone banking would becompatible with most aspects of my
banking activities
These questions measure your general attitude toward mobile phone banking. Some people may have a positive attitude toward mobi
phone banking, whilst others may have a negative attitude.
21. How good or bad do you feel aboutusing mobile phone banking?
Very Good Good SlightlyGood
Neutral Slightly Bad Bad Ve
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22.How pleasant or unpleasant do you thinkit is to use mobile phone banking
VeryPleasant
PleasantSlightly
PleasantNeutral
SlightlyUnpleasant
UnpleasantUnp
Antecedent Beliefs CompletelyAgree
MostlyAgree
SlightlyAgree
NeitherAgree/Dis
agree
SlightlyDisagree
MostlyDisagree
ComDi
23. How much would you say you wouldlike or dislike using mobile phone
banking?
StronglyLike
LikeSomewhat
LikeNeutral
SomewhatDislike
DislikeStD
These questions relate to whether you intend to use mobile phone banking in the future. Some people believe that they will use mobile
banking, whilst others believe that they will not.
24. When you have banking to do, how
likely are you to use mobile phonebanking?
Very Likely Likely
Somewhat
Likely Neutral
Somewhat
Unlikely Unlikely U
25. To the extent possible, I would takeadvantage of mobile phone banking formy banking activities.
CompletelyAgree
MostlyAgree
SlightlyAgree
NeitherAgree/Dis
agree
SlightlyDisagree
MostlyDisagree
CoD
26. Given that I have access to a web-enabled mobile phone, I predict that Iwould use m-banking.
CompletelyAgree
MostlyAgree
SlightlyAgree
Neither
Agree/Disagree
SlightlyDisagree
MostlyDisagree
CoD
Demographic Information (Please circle the most appropriate box)
The following questions relate to your demographic information. Please remember that there is no way to identify you from this infor
27. Gender Male Female
28. Age 15-25 26-35 36-45 46-55 56-65 65+
29. EducationSecondarySchool Year 10
SecondarySchool Year 12
TAFEUnder-
graduateDegree
Post-graduateDegree
Other
30. Which state or territorydo you live in at themoment?
WA ACT NT NSW QLD SA TAS