The Confidence of and Concern about Using Mobile Banking among Generation Z: A Case of the Post COVID-19 Situation in Thailand

Wischaya Silanoi, Phaninee Naruetharadhol and Khwanjira Ponsree ()
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Wischaya Silanoi: Office of Learning Promotion and Provision of Academic Services, Valaya Alongkorn Rajabhat University under the Royal Patronage, Pathum Thani 13180, Thailand
Phaninee Naruetharadhol: International College, Khon Kaen University, 123, Moo 16, Mittraphap Rd., Nai-Muang, Muang District, Khon Kaen 4002, Thailand
Khwanjira Ponsree: International College, Khon Kaen University, 123, Moo 16, Mittraphap Rd., Nai-Muang, Muang District, Khon Kaen 4002, Thailand

Social Sciences, 2023, vol. 12, issue 4, 1-20

Abstract: This research paper focuses on mobile banking acceptance among Generation Z users by combining the technology acceptance model (TAM) and the unified theory of acceptance and use of technology (UTAUT) theory, as well as extending the theories with perceived trust and risk. During the COVID-19 pandemic, the online questionnaire survey was distributed using Google Forms, and the sample group was Thai Generation Z who were aged between 18 and 25 years old. The research objectives aim to (i) investigate the crucial effects that potentially affect user intention and actual usage of mobile banking, (ii) identify the most influential factor impacting users’ intention and behavior, (iii) further study the trust and risk perception of Generation Z users on mobile-banking intention and actual usage, (iv) discuss the findings with the antecedent studies, and (v) contribute the research findings both theoretically and practically. The proposed constructs include perceived usefulness, perceived ease of use, social influence, facilitating conditions, perceived trust, perceived risk, behavioral intention, and actual usage. There are fourteen proposed hypotheses to be tested. Based on the outcomes and the standardized coefficient beta, perceived usefulness (β = 0.518) was the strongest factor determining Generation Z’s behavioral intention, while perceived ease of use (β = 0.809) impacting perceived usefulness demonstrated the strongest relationship among all of the hypotheses.

Keywords: mobile banking; Generation Z; TAM; UTAUT (search for similar items in EconPapers)
JEL-codes: A B N P Y80 Z00 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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