Determining factors and impacts of the intention to adopt mobile banking app in Cameroon: Case of SARA by afriland First Bank

Jean Robert Kala Kamdjoug, Serge-Lopez Wamba-Taguimdje, Samuel Fosso Wamba and Ingrid Bive'e Kake

Journal of Retailing and Consumer Services, 2021, vol. 61, issue C

Abstract: This study aims to know what are the factors determining the adoption of M-Banking app among customers in Cameroon. In other words, what are the factors that influence users in their decisions to adopt and use a system or technology such as the MBanking app, and indirectly, what is the impact of this use on both the customers and financial inclusion? The research model developed relying on a combination of Technology Acceptance Model (TAM ), Unified Theory of Acceptance and Use of Technology ( UTAUT2 ), Information System Success Model ( ISSM ), and Protection Motivation Theory ( PMT ) and other constructs; it was then tested with a sample of 223 users of the “ SARA†M-Banking app of the financial institution called “ Afriland First Bank†. Findings revealed that: (1) utilitarian expectation, hedonic motivation, and status gain, habit, and perceived privacy concern have a significant influence on the intention to adopt M-Banking apps; and (2) the exploitative/explorative use of this technology has an impact on user’s loyalty and satisfaction but also contributes strongly to fostering financial inclusion in Cameroon. Also, the Multi-group analysis was performed on the sample using 2 gender-based groups (males, n=121; females, n=102).

Keywords: M-Banking; Financial inclusion; Rational perception; Terminal security; Behavioral control; Exploitative/explorative use; Cameroon (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (19)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:61:y:2021:i:c:s0969698921000758

DOI: 10.1016/j.jretconser.2021.102509

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