Determinant of M-Banking Usage and Adoption among Millennials

Mo’men Awad Al Tarawneh (), Thi Phuong Lan Nguyen, David Gun Fie Yong and Magiswary A/P Dorasamy
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Mo’men Awad Al Tarawneh: Faculty of Management, Multimedia University, Cyberjaya 63100, Malaysia
Thi Phuong Lan Nguyen: Faculty of Management, Multimedia University, Cyberjaya 63100, Malaysia
David Gun Fie Yong: Faculty of Management, Multimedia University, Cyberjaya 63100, Malaysia
Magiswary A/P Dorasamy: Faculty of Management, Multimedia University, Cyberjaya 63100, Malaysia

Sustainability, 2023, vol. 15, issue 10, 1-27

Abstract: Mobile banking has the benefits of internet banking, in which the customer can access bank services over an internet connection anytime and anywhere. Millennials in Malaysia’s business environment are an enormous segment of the Malaysian population, and they are moving to take their places in the middle and high levels of their companies’ managerial governance pyramid these days and in the near future. This study examines the question, “What are the main factors that may influence mobile banking use (MBU) and the intention to use mobile banking (IU) among millenial consumers in Malaysia?”. The determining factors of UTAUT, performance expectancy (PE), effort expectancy (EE), social influence (SI), facilitating conditions (FC), hedonic motivation (HM), price value (PV), habit (Ha), perceived risk (PDR), and interface design quality (IDQ) were tested in this study. Method: SPSS and PLS-SEM are employed on a collected sample of 504 respondents of Millennials in Malaysia using a well-defined questionnaire to carry out all statistical analyses of this study. Result: The study model can explain 55.3% of the variance of mobile banking use (MBU) and 60.3% of the intention to use mobile banking (IU). In this study, all the relations of the model are significant, except the relation between price value (PV) and the intention to use mobile banking. For both IU and MBU in the model, the factor “Interface design quality” (IDQ) has the highest impact. In contrast, the factor “Perceived Risk” (PDR) has the lowest impact. The findings of this study extend the knowledge on mobile banking as an approach of financial technology implementation, from which mobile banking providers and interface designers can provide new potential solutions to expand the usage of mobile banking services in Malaysia. This study proposed a modified model with eleven variables. While the designed model was evaluated successfully and explained 55% of actual use and 60% of intentional use, the remaining portion (45% for actual use and 40% for intended usage) exposes yet other factors that are still unrevealed. Therefore, further studies are required to assess the design in various other financial sectors, and further studies are invited to conduct qualitative research to reveal other variables for a better understanding of the intention and actual use of mobile banking.

Keywords: mobile banking; UTAUT2; Malaysia; Millennials; Generation Y; interface design quality (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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