UNIVERSITY OF ECONOMICS HO CHI MINH CITY

International School of Business

------------------------------

Nguyen Khac Duy

FACTORS AFFECTING
BEHAVIORAL INTENTIONS TOWARD
MOBILE BANKING USAGE:

A STUDY OF BANKING CUSTOMERS

IN HO CHI MINH CITY

ID: 60340102

MASTER OF BUSINESS (Honours)

SUPERVISOR: Dr. Nguyen Thi Nguyet Que

Ho Chi Minh City Year 2012

[2]

ACKNOWLEDGEMENT

At the first of my thesis, I would like to thank all those people who made this
thesis possible and an unforgettable experience for my studying.

Foremost, I would like to express my sincere gratitude to my supervisor, Dr.

Nguyen Thi Nguyet Que, for the continuous support of my MBUS study and
research, for her patience, motivation, enthusiasm, and immense knowledge. Her
guidance helped me in all the time of research and writing of this thesis.

Besides my supervisor, I would like to thank the rest of my thesis committee:

Prof. Nguyen Dong Phong, Prof. Nguyen Dinh Tho, and Dr. Tran Ha Minh Quan,
for their encouragement, insightful comments, and hard questions.

I thank my classmates in ISB MBUS 2010 encourage and support me complete

this thesis. Completing this work would have been all the most difficult were it
not for the support and friendship provided by the members of University of
Economics Ho Chi Minh City - International School of Business.

Last but not the least; I would like to thank my family. I must express my
gratitude to Nguyen Thi Hong Hiep, my wife, for her continued support and
encouragement. I also wish thank all those people who spent through their time
and generous support made this thesis project a dream come true.

Ho Chi Minh City, December 18, 2012

NGUYEN KHAC DUY

[3]

ABSTRACT

Mobile phones with banking technology are becoming more readily available in
Vietnam. Similarly, many financial institutions and mobile phone service
providers are teaming up to provide several banking services to customers via the
mobile phone. However, the number of people who choose to adopt or use such
technologies is still relatively low. Therefore, there is a need to assess the
acceptance of such technologies to establish factors that hinder or promote
customers intention to use mobile banking (MB). Technology Acceptance Model
(TAM) and Theory of Planned Behaviour (TPB) are the base models in order to
investigate the customers intention to use mobile banking services in Ho Chi
Minh City (HCMC). A questionnaire with five-point Likert scale is survey to 400
target respondents. This research combines the variables

(1) perceived usefulness, (2) perceived ease of use, (3) attitude, (4)
subjective norm, and (5) Perceived behavioral control in a proposed model to
reflect consumers intention to use mobile banking. Results indicate that
perceived usefulness, perceived ease of use, subjective norm, and perceived
behavioral control are significant with respect to the customers intention to use
mobile banking services. In constrast with previous studies, attitude was not
significant in explaining mobile banking adoption. In summary, perceived
behavioral control contributes the most in explaining the factor of intention to use
mobile banking. The results of the data analysis contributes to the body of
knowledge by demonstrating that the above factors are critical in intention to use
mobile banking in a developing country context. The implications of the results
form a good basis for providing practical recommendations to leaders of
commercial banks, and directions for further work.

[4]

TABLE OF CONTENTS

ACKNOWLEDGEMENT .....................................................................................
2
ABSTRACT ...........................................................................................................
3
LIST OF FIGURES ................................................................................................
7
LIST OF TABLES .................................................................................................
7
CHAPTER 1: INTRODUCTION ..........................................................................
8
1.1.
Research background ...................................................................................
8
1.2. Overview of electronic banking market in Ho Chi Minh City ....................
9
1.2.1.
E-banking services ................................................................................
9
1.2.2. Advantages of e-banking services .......................................................
11
1.2.3. Difficulties in implementing e-banking services ................................

12
1.3.
Problem statement ......................................................................................
13
1.4.
Research objective .....................................................................................
14
1.5. Research scopes and limitations ................................................................
15
1.6.
Research implications ................................................................................
15
1.7.
Thesis structure ..........................................................................................
16
1.8.
Summary ....................................................................................................
17
CHAPTER 2: LITERATURE REVIEW .............................................................
18
1.1.
Theoretical background .............................................................................
18
1.1.1.
Technology Acceptance Model ...........................................................
18
1.1.2.

Theory of Planned Behavior ...............................................................

19
1.2. Research model and hypotheses ................................................................
20
1.3.
Summary ....................................................................................................
24
CHAPTER 3: METHODOLOGY .......................................................................
25

[5]

3.1.
Research design..........................................................................................
25
3.2.
Development of questionnaire ...................................................................
26
3.2.1.
Measurement scales.............................................................................
26

3.2.1.1. Measure of Perceived usefulness and Perceived ease of use .......

26

3.2.1.2. Measure of Attitude ......................................................................

27

3.2.1.3. Measure of Subjective norms .......................................................

28

3.2.1.4. Measure of Perceived Behavioural Control .................................

29

3.2.1.5. Measure of Intention to use mobile banking ................................

29

3.2.2.
Draft questionnaire ..............................................................................
30
3.3.
Pilot study ..................................................................................................
30
3.4.
Sample method ...........................................................................................
31
3.5.
Questionnaire administration .....................................................................
32
3.6.
Data analysis methods ................................................................................
32
3.6.1.
Reliability ............................................................................................
32
3.6.2.
Exploratory Factor Analysis (EFA) ....................................................
33
3.6.3.
Multiple regression analysis ................................................................
33
3.7.
Summary ....................................................................................................
34

CHAPTER 4: DATA ANALYSIS AND RESULTS ..........................................

35
4.1.
Descriptive analysis ...................................................................................
35
4.2.
Measure assessment ...................................................................................
36
4.2.1.
Reliability analysis ..............................................................................
36
4.2.2. Exploratory Factor Analysis (EFA) ....................................................
38
4.3.
Hypotheses testing .....................................................................................
41
4.4. Testing the effect of demographic variables ..............................................
44
4.5.
Summary ....................................................................................................
44

[6]

CHAPTER 5: CONCLUSION

5.1. Overview

46

46

5.2. Main findings 46

5.3. Practical implications 47

5.4. Theoretical implications

5.5. Limitations

48

APPENDICES

52

47

APPENDIX 1: QUESTIONNAIRE

52

APPENDIX 2: DESCRIPTIVE STATISTICS

56

APPENDIX 3: CRONBACHS ALPHA RELIABILITY ANALYSIS

APPENDIX 4: INTER-ITEM CORRELATION MATRIX

61

APPENDIX 5: THE FIRST-TIME RUNNING FACTOR ANALYSIS

58

EIGENVALUES (FOR INDEPENDENT VARIABLES)

62

APPENDIX 6: THE FIRST TIME RUNNING FACTOR LOADING

63

APPENDIX 7: THE SECOND TIME RUNNING EIGENVALUES

65

APPENDIX 8: THE SECOND TIME RUNNING FACTOR LOADING 66

APPENDIX 9: THE FIRST TIME RUNNING EIGENVALUES AND

FACTOR LOADING (FOR DEPENDENT VARIABLE)

APPENDIX 10: MULTIPLE REGRESSION

67

68

APPENDIX 11: CHARTS OF TESTING HYPOTHESES

69

APPENDIX 12: AFFECTING OF DEMOGRAPHIC VARIABLES 71

[7]

LIST OF FIGURES

Figure 1: Technology Acceptance Model 14

Figure 2: Theory of Planned Behaviour 16

Figure 3: The proposed research model with hypotheses

17

Figure 4: Research process 22

LIST OF TABLES

Table 1: Figure of e-banking services of 15 commercial banks in HCMC

Table 2: Scale of Perceived usefulness and Perceived ease of use

Table 3: Scale of Attitude 28

Table 4: Scale of Subjective norms

29

27

10

Table 5: Scale of Perceived Behavioural Control29

Table 6: Scale of Intention to use mobile banking

30

Table 7: Cronbachs alpha reliability coefficient 33

Table 8: Descriptive statistic of respondents characteristics

Table 9: Reliability analysis for each factor

38

Table 10: Key dimensions, items 41

Table 11: R Square Value (R2)

43

Table 12: ANOVA 43

Table 13: Beta Coefficient 43

Table 14: Creating and recoding variables

45

36

[8]

CHAPTER 1: INTRODUCTION

The introduction chapter identifies the research background, present the problem
statement, and introduce the research objectives as well as the scope of research.
Futhermore, the research implications is also outline.

1.1. Research background

Mobile banking is an innovative service, which has been perpetuated by the

development and diffusion of the mobile communication technology. Mobile
banking is defineded as the financial services delivered via mobile networks and
performed on a mobile phone (Bangens & Soderberg, 2008, p.26). This service
provides much convenience and promptness to the banks customers along with
cost savings. Many banks are interested in expanding their market through
mobile services.

Traditionally, the most widespread method of conducting banking transactions

has been through offline retail banking. Mobile banking, however, is the recent
trend in banking transition and holds a bright future that is promising over and
above the one brought by electronic banking (e-banking). Mobile banking
provides personalized, anytime - anywhere banking services thus making it the
future of banking. In the last several years, several commercial banks in Vietnam
have introduced and diffused some mobile banking systems.

The world economy is going through a crisis period. Consumers of today are
highly sophisticated and their need for personalized service is ever increasing by
the day. The digital age customers now require banking services serve to them
anywhere they are.

As an emerging technological innovation, especially in the developing countries,

mobile banking is yet to gain acceptance on a wide scale and adoption level is
marginally insignificant (Amin, 2007, p.31). Hence, the need to understand the
factors influencing intention to use mobile banking services is indispensable.

[9]

1.2. Overview of electronic banking market in Ho Chi Minh City

So far, all commercial banks have built core-banking system, which connects
online system. The commercial banks have same level of investment in
technology, because the same solutions and network infrastructure. Therefore, the
commercial banks can launch e-banking services similar to each other.

1.2.1. E-banking services

Currently, the commercial banks in HCMC have developed banking services via
e-banking with convenient. Many new payment services and value-added utilities
was, promoted for payment services, create competitive advantage among the
banks. Therefore, the banks have focused on technology, infrastructure
effectively to serve the best payment services via e-banking, with the expanding
scope to serve businesses and individuals customer. Practical figures in HCMC
shows, to the end of 2011, there were 111,861 customers are businesses and
individuals who use payment services through e-banking, with the number of
transactions through this channel during the year 2011 reached 1,732,654
transactions, total transaction value of 49,436 billion VND (data from the State
Bank of Viet Nam - Branch Ho Chi Minh City).

E-banking services also vary as (1) Internet banking for businesses and individual
customers (transfers in and out of the system, the inter-bank transfer through
CITAD...); (2) Mobile banking: SMS Banking (account balance inquiries,
automatic SMS when there is a change in account...), Mobile banking (money
transfer, bill payment ...); (3) Phone banking (payment of school fees, telephone
payment,etc).

The commercial banks is cooperating with partners in the implementation of

electronic payment services in order to reduce banking transaction costs,
increased competition and improve the quality of services. This also helps reduce

the banks cost in payments via papers, making it convenient for customers.
Customers do not need go to the bank, but can make the payment transaction at

[ 10 ]

home. At the same time, the banks are also actively working with technology
partners to provide security services, ensure the safety of customer and bank assets.

Table 1 Figure of electronic banking services of 15 commercial banks

in Ho Chi Minh City (Report of the State Bank of Viet Nam - Branch Ho Chi Minh
City on December 31, 2011)

Number of transactions
Items
(items) / Value (million

VND)

The number of enterprise customers using

7.561
payment via internet banking services

The number of individual customers are using

73.644

services paid via internet banking

The number of individual customers using

17.437
payment services via mobile banking

The number of customers using payment services

13.219
via other electronic banking

The number of payment transactions of business

325.846
customer via internet banking

Value of payment transactions of business

27.120.937
customer via internet banking

The number of payment transactions individual

1.056.905
customers via internet banking

Value of payment transactions individual

21.821.640

[ 11 ]

customers via internet banking

The number of payment transactions individual

334.700
customers via mobile banking

Value of payment transactions individual

494.543
customers via mobile banking

The number of payment transactions via other e15.203

banking

Value of payment transactions via other e31.570

banking

The above data shows that, individual customers using payment services over the
internet are quite popular, much more than the number of users, the number and
value of transactions compared to other electronic banking channels. Meanwhile,
Vietnam has more people using mobile phone (mobile subscribers is 1.5 times of the
population), but relatively low transaction through mobile banking.

1.2.2. Advantages of e-banking services

With payment services through electronic banking, customers can conduct banking
transactions do not need go to the bank, not restricted by geographical area. They
can sit at home to ordering, purchase a variety of goods and services quickly. Those
services help customer saving time and costs. Therefore, in the short-term launch of
electronic banking services, the number of customers using electronic banking
service increased by favorable elements as follows:

The Government and the State Bank of Viet Nam promoted the commercial banks
to develop electronic banking payment system.

The commercial banks has implemented core banking system based on modern
technology, centralized data integration implemented

[ 12 ]

with partners in the co-payment, provide a convenient e-banking

payment method.

Electronic banking transaction is quick, convenient and low cost. The number of
individual customers using the internet and online paymentvia the internet is
increasing. In particular, the young customers can adaptable easily the new
information technology. The commercial banks also save operating costs in
counting and storage of cash. Today, more and more customers like to use ebanking payment services.

When e-commerce grows, many enterprises have focused investment to develop

this type of business. So that, commercial bank have a function as a payment
system. This conjunction will have two-way interaction, banking payment
services via electronic banking and e-commerce will grow.

The commercial bank has an experienced team, invested infrastructure,

specialized software and creat a variety of e-banking service, bring more benefits
to customers.

Difficulties in implementing e-banking services

Vietnamese are afraid when dealing online. In particular, a number of Vietnam

enterprises still consider with the payment service via e-banking, do not have the
habit of e-banking transactions. Some customers concern about the safety of
payment transactions through electronic banking channels.

Age factor, the older customer has limited to access new technologies and use of
banking services on the computer as well as on mobile phone.

Social factor, the habit of using cash is a major obstacle.

[ 13 ]

Legal factor, whether electronic transaction law was effect, but crime in this area
has not been discuss in detail.

The commercial banks need to invest in technology and infrastructure for

effective implementation of e-banking services. Some banks have not invested
properly, so infrastructure cannot meet the demand for payment transactions,
sometimes happens the interrupt of customer transactions.

Problem statement

Mobile banking is popularly known is the recent trend in banking transition and
holds a bright future that is promising over and above the one brought by ebanking. E-banking provided personalized, anytime - anywhere banking services.
Nevertheless, with all the laudable benefits of mobile banking, it is yet to gain
larger scale adoption, especially in the emerging economies.

According to Vietnam Bank Card Association, the development of personal

accounts in Vietnam was very high, 124% average growth per year over the
period 2006-2011. At June 30, 2011, the commercial banks have issued 36
million personal accounts, for 17 million people (about 20% of Vietnam's
population). The promotion of mobile banking transaction channel enabled the
banks to enhance their operations with cost cutting effectively and efficiently in
order to handle daily banking affairs via mobile and Internet. Customer is
convenient by reducing their visits to the banks and they can get their transactions
via their mobile instead of personally visiting the branches. Although, the usage
of mobile banking has been strong growth over the last few years, it is still in its
infancy. According to the commercial banks survey of Nielsen Vietnam in August
2011, there are less than 3% banking customers using mobile banking services.
This rate is very low if compared with the number of mobile subscribers
nationwide at the end of December 2011. As the report of General Statistics

Vietnam, there was estimate at 117.6 million mobile subscribers, 32.6 million
Internet users at the end of 2011. This figure is also

[ 14 ]

still very low when compare with developed nations in Asia. It means that mobile
banking service in Viet Nam is a potential market in future.

During the last ten years, there was many studies concerning about the intention
to use mobile banking. However, most of these studies focused on the West and
the United States. In Asian region, most studies concentrated to developed Asian
countries (Singapore, Hong Kong, Taiwan, Malaysia, ect) than developing
countries like Vietnam, Lao, Cambodia.

In Vietnam, mobile banking services are still in the initial stages of development.
The commercial banks have a great deal for improvement. Thus, there is a need
to study and understand users acceptance of mobile banking services in order to
identify the factors affecting their intention to use mobile banking. On the other
hand, previous research for this topic in Vietnam is so limited. So that the topic
was chose to study the factors affecting the adoption of mobile banking services,
usefulness for the work and future research.

As a result, there is a necessity to research about the intention to use mobile

banking in Ho Chi Minh City, Viet Nam. The finding of this study can help the
marketers in the banking sector offer more suitable marketing strategies in their
field in order to make higher attractiveness with mobile banking services.

1.4. Research objective

Specifically the objective of this study is to investigate and validate the factors
influencing intention to use mobile banking.

The purpose of this study is to investigate and validate the factors influencing
intention to use mobile banking in Ho Chi Minh City, Viet Nam. The study will

investigate these factors by using two different models: Technology Acceptance

Model (TAM) and Theory Planned Behavior (TPB). The finding of this research
may support some important information for leaders or marketers in doing their
marketing strategies in banking industry. Marketers may base on these
hypotheses to build suitable marketing plans for customers in Viet Nam.

[ 15 ]

1.5. Research scopes and limitations

This study is conduct in Ho Chi Minh City, one of the biggest economic centers
of Viet Nam. The research object is the customers who are using the bank
account, but have not yet registered to use mobile banking services. Due to
limited time and cost, the research surveyed about 400 customers of two banks in
HCMC (DongA Commercial Bank and Trust Commercial Bank). The result of
research in this city, in some level can represent for Viet Nam in general and can
be use as reference for further purposes.

The research will assess only in the intention to use mobile banking. The other
factors such as the priority in choosing the bank, other services in banking are
out of the topic of this research. The other limitation relate to the sample size.
The sample size of this study is 300 respondents only, somewhat limits the
generalization of the research results. It would be reasonable to elevate sample
size and testing this model more extensively, hence this future research would be
more generalizable.

1.6. Research implications

This study has important implications for both practical business (leaders of
commercial banks, marketing managers) and academic (researchers, students
of the business administration department) as follow:

The research result has been a finding so that based on it, leaders of commercial
banks will make an effective strategy to enhance customer satisfaction and
improve operational efficiency. Marketing managers will consider the factors that
affect customers intention to use mobile banking to set up an appropriate
communicate strategy.

The results of this study are a basis for researchers, students for developing
further research to practical applications.

[ 16 ]

1.7. Thesis structure

This thesis organizes in five chapters. The first chapter is the introduction chapter.
Furthermore, this chapter describes the overview of research backrground,
research problem, and objective. Hence, the scope of research, implications, and
structure of thesis are also present.

Chapter 2 is all about presenting previous research done on the stream of studies
related to users intention to use mobile banking. The chapter explains the history
and development of Technology Acceptance Model and Theory of Planned
Behaviour. And, how they are use in various contexts. This chapter is
concentrates on explaining each variable in the model, and reasons for choosing
them to be include in the research model.

Chapter 3 introduces research methodology and use to test the research model in
previous session. It presents the research design, development of survey
questionnaire, qualitative study, and main survey. The measurement scales apply
for the research factors will be determined clearly and suitably.This chapter also
defines how to collect data and analyse the data collected to test the research
hypotheses proposed in chapter 2.

Chapter 4 translates data collected from survey, analyses data as well as discusses
the result finding in connection with research model. This chapter explains the
empirical part of the study. This part discusses the method for collecting data
used to test the hypothesis, and it analyses the data received, its reliability and
multiple regression.

The last chapter, chapter 5 discusses the results and research finding. This chapter
concludes conclusion, implication, and research limitations. Finally, this thesis
makes suggestions for further research on the topic area.

References and appendixes are included in the end of thesis.

[ 17 ]

1.8. Summary

The thesis begins the introduction by discussing the research background and
importance of mobile banking in business and banking industry. Then the
problem statement was defined to take a closed look at using mobile banking in
Viet Nam. In order to narrow down the topic area, the scope of research
examined the mobile banking in Ho Chi Minh City. Finally, this chapter
discussed the research implications.

The most important thing to remember is that mobile banking provide vast
amount of opportunities to the commercial banks and customers. This is a fact
acknowledged all over the world, and not the least in Ho Chi Minh City where
mobile usage in general are very popular.

It may seem that there is nothing to study in Ho Chi Minh City related to
customer acceptance of mobile banking services, due to the fact this services is
very useful for everybody. All the more reason, it is interesting and important to
distinguish what are the factors that affect customers intention to use mobile
banking services.

[ 18 ]

CHAPTER 2: LITERATURE REVIEW

Before carrying out the survey on the effect factors of intention to use mobile
banking, this chapter provide a theoretical background about Technology
Acceptance Model, Theory of Planned Behaviour. Base on these, the conceptual
research model and hypotheses are constructed.

1.1. Theoretical background

1.1.1. Technology Acceptance Model

There are several models existing that have been use to investigate adoption of
technology. Several studies focusing on adoption of mobile services have their
roots in Technology Acceptance Model (TAM) originally proposed by

Davies in 1986. The model is originally designed to predict users acceptance of

Information Technology and usage in an organizational context. TAM focuses on

the attitude explanations of intention to use a specific technology or service; it
has become a widely applied model for user acceptance and usage. TAM, shown
in figure 1 was also the first model that established external variables as key
factors in studying technology adoption.

Figure 1: Technology Acceptance Model

TAM model which deals with perceptions as opposed to real usage, suggests that
when users are present with a new technology, two important factors influence
their decision about how and when they will use it (Davis, 1989). These key
factors are:

[ 19 ]

Perceived usefulness: This factor was defined by Davis as the degree to which a
person believes that using a particular system would enhance his or her job
performance.

Perceived ease of use: Davis defined this factor as the degree to which a person
believes that using a particular system would be free from effort.

1.1.2. Theory of Planned Behavior

Theory of Planned Behaviour (Mathieson, 1991) has been proven successful in

predicting and explaining human behavior across various information
technologies. A persons actual behavior in performing certain action is directly
influence by his or her behavioral intention. It was determine by attitude,
subjective norm, and perceived behavioral control. Behavioral intention is a
measure of the strength of ones willingness while performing certain behavior.
Attitude (A) explains the feeling of a persons favorable or unfavorable
assessment regarding the behavior in question. Furthermore, a favorable or
unfavorable attitude is a direct influencing to the strength of behavior all beliefs
about the likely salient consequences. Accordingly, attitude (A) is equated with
attitudinal belief (Bi) linking the behavior to a certain outcome weighted by an
evaluation of the desirability of that outcome (Ei) in question, i.e.A = Bi*Ei.
Subjective norm (SN) expresses the perceived organizational or social pressure of
a person while intending to perform the behavior in question. In other word,
subjective norm is relative to normative beliefs about the expectations of other
persons.

It can be depicted as individuals normative belief (NBi) concerning a particular

referent weighted by motivation to comply with that referent (MCi) in question,
i.e.SN = NBi*MCi. Perceived behavioral control (PBC) reflects a persons
perception of ease or difficulty toward implementing the behavior in interest. It
concerns the beliefs about presence of control factors that may facilitate or hinder

to perform the behavior. Thus, control beliefs about resources and opportunities
are the underlying determinant of perceived behavioral control

[ 20 ]

and it can be depicted as control beliefs (CBi) weighted by perceived power of

the control factor (PFi) in question, i.e. PBC= CBi* PFi. In sum, TPB is
propose to eliminate the limitations of the original model in dealing with the

Figure 2: Theory of Planned Behaviour

1.2. Research model and hypotheses

Based on the literature review, such as Technology Acceptance Model (TAM) and
Theory of Planned Behaviour (TPB), this research proposes the research model
indicated in Figure 3, including the five factors that have impact on intention to
use mobible banking. These factors are perceived usefulness, perceived ease of
use, attitude, subjective norm, and perceived behavioral control. There are also
four controller variables (gender, marital status, age, education), using to analyze
the influencing to the dependent variable.

[ 21 ]

Perceived usefulness

Perceived

H1

Gender

ease of use
H2


Marital

Attitude
H3
Intention
status

to use

Age

H4

Subjective

Education

norm
H5

Perceived behavioral control

Figure 3: The proposed research model with hypotheses

Perceived usefulness, and perceived ease of use

The elements perceived usefulness, perceived ease of use and attitude toward
adoption of mobile banking were adapted from TAM (Davies, 1986). These
elements have also been maintained for studying the adoption of mobile banking
services where results fairly well comply with the findings from TAM studies.
Perceived usefulness refers to the degree to which an individual believes that the
usage of technology will enhance his or her performance (Davis, 1989). Previous

research findings have shown the positive influence of perceived usefulness

toward the adoption and usage of an information system (Davis, 1989; Luarn &
Lin, 2005).

Perceived ease of use refers to the degree to which one believes that using an
information system is free from effort (Davis, 1989). Previous research works
have found that Perceived ease of use has positive influenced on intention to use
of technology (Davis, 1989; Luarn & Lin, 2005). With research on the customerss
intention to use mobile banking in China, Luarn & Lin (2005) found

[ 22 ]

that Perceived ease of use was significant in determining intention to use

mobile banking. Individuals will adopt and use mobile banking services if they
perceive it as ease to learn and use.

Thus, they will affect users attitude. Hence, the following hypotheses are
proposed:

H1: Perceived usefulness positively affects intention to use mobile banking.

H2: Perceived ease of use positively affects intention to use mobile banking.

Attitude

Attitude toward behavior refers to the degree to which a person has a favourable
or unfavourable evaluation or appraisal of the behavior in question

(Ajzen, 1991, p.188). Attitude was populated to be the first antecedent of

behavioral intention. It is an individuals positive or negative belief about
performing a specific behavior. An individual will intend to perform a certain
behavior when he or she evaluates it positively. It has been demonstrate that
attitude has a strong effect, direct and positive, on the real individual intentions to
use a new system or technology (Bobbitt & Dabholkar, 2001; Dishaw & Strong,
1999). In this research, attitude is hypothesized to influences the intention toward
using mobile banking services, and is defined as the degree to which an
individuals attitude is favourably or unfavourably disposed toward using mobile
banking services. The impact of attitude on intention to use mobile banking is
capture in the next hypothesis.

H3: There are significant positive relationship between attitude and intention to
use mobile banking.

Subjective norm

This construct was promoted by Fishbein & Ajzen (1975), and was developed by
Mathieson (1991). Subjective norm refers to the perceived social

[ 23 ]

pressure to perform a behavior; according to what others say or do is important

(Mathieson, 1991, p.34). Accordingly, subjective norm is a social force and
relates to the normative beliefs about the expectation from relevant persons. In
this research, subjective norm is define as customers consider the normative
expectations of others they view as important, such as family, friends, and
colleague, to decide if whether they use mobile banking services. Previous
studies have explored the importance of such construct in social science studies
including in banking studies by Nysveen (2005) who examined mobile banking
usage in Norway, and found the subjective norm is an important driver for mobile
chatting usage among the Norwegians. Thus, the following hypothesis is
proposed:

H4: Subjective norm positively affects intention to use mobile banking.

Perceived behavioral control

Perceived behavioural control refers to the constraints to technology usage

(Taylor & Todd, 1995). It refers to people's perceptions of their ability to perform
a given behavior. Drawing an analogy to the expectancy-value model of attitude,
it is assumed that perceived behavioral control is determined by the total set of
accessible control beliefs, i.e., beliefs about the presence of factors that may
facilitate or impede performance of the behavior. Specifically, the strength of
each control belief (c) is weighted by the perceived power (p) of the control
factor, and the products are aggregated, as shown in the following equation. To
the extent that it is an accurate reflection of actual behavioral control, perceived
behavioral control can, together with intention, be used to predict behavior.

Thus, the following hypothesis is proposed:

H5: Perceived behavioral control positively affects intention to use mobile

banking.

[ 24 ]

1.3. Summary

Technology Acceptance Model and Theory of Planned Behaviour are chose as a

basis for this study. The reason for choosing they are, that the models have been
successfully used in several previous researches related to retail bank customers.
Additionally, similar determinants can be acknowledge to influence the user
acceptance and adoption of mobile banking, whether or not these studies have
been using Technology Acceptance Model and Theory of Planned Behaviour as
the framework.

The following five items have been identified as common determinants of

predicting the intention to use mobile banking. Therefore, the researcher selected
for closer investigation in this research:

Perceived Usefulness: The degree to which a person believes that using a

particular system would enhance his or hers job performance

(Davis, 1989).

Perceived Ease of Use: The degree to which a person believes that using a
particular system would be free from effort (Davis, 1989).

Attitude: refers to the degree to which a person has a favourable or unfavourable

evaluation or appraisal of the behavior in question

(Ajzen, 1991).

Subjective norm: refers to the perceived social pressure to perform a behavior;

according to what others say or do is important (Mathieson, 1991).

Perceived behavioural control: refers to the constraints to technology usage

(Taylor & Todd, 1995).

The reviewed literature works as a good basis in developing a research model to

measure the factors that influence customers intention to use mobile banking
and their decision on whether or not to use the banks mobile banking services.

[ 25 ]

CHAPTER 3: METHODOLOGY

This chapter introduces research methodology and use to test the research model
in previous session. It presents the research design, development of survey
questionnaire, qualitative study, and main survey. This chapter also defines how
to collect data and analyse the data collected to test the research hypotheses
proposed in chapter 2.

3.1. Research design

This study used two research methods. The first phase, qualitative research
identifies the models, factors, suitable measurement variables for research in
HCMC. Through the previous relevant researches, the questionnaire was built
then running the pilot test for checking the efficiency and the meaning of the
questions. The pilot test was purposed to explore and define the relevant items
and building a completed questionnaire. The second phase, quantitative survey
was the main approach of this study. The goal is to identify the factors affecting
customers intention to use mobile banking services.

Research process includes the steps as illustrated in Figure 4:

Problem

Literature

The draft of

definition

review

questionaire

The final

Revised

Pilot test

questionaire

Quatitative

Cronbach

Exploratory

research

alpha

factor analysis

Multiple

Completed

regression

measurement

analysis

scale

Figure 4: Research process

[ 26 ]

3.2. Development of questionnaire

3.2.1. Measurement scales

The measurement scales used in this study wa multi-item five point Likert scales,
which developed and validated by previous researches (Davis et al, 1989); Igbaria et
al, 1997; Fishbein & Ajzen, 1975; Triandis, 1977; Bagozzi, 1984; Taylor & Todd,
1995; Chua, 1980 and Ajzen, 1991).

3.2.1.1. Measure of Perceived usefulness and Perceived ease of use

Perceived usefulness and ease of use are important technology adoption determinants
in the technology acceptance model (Davis, 1989). Perceived usefulness is defined as
the extent to which a person believes that using a particular technology will enhance
her or his job performance, while Perceived ease of use is the degree to which using
IT is free of effort for the user (Davis, 1989). A significant body of previous study has
shown that perceived usefulness and perceived ease of use are determinants of
intention to use mobile services (Igbaria et al., 1997).

Eight observed variables with a five-point Likert scales from Davis et al

(1989) and Igbaria et al (1997) were primarily used to measure customers intention
to use mobile banking.

Table 2: Scale of Perceived usefulness and Perceived ease of use

Construct
Coding of

Items

variables

PU01
Flexibility to conduct banking business 24 hours per day

Perceived
PU02
Make banking transactions quickly

usefulness

PU03
Help me using MB easier than banking teller

PU04
MB transactions relevant to my work

[ 27 ]

PU05
I feel very comfortable when using MB

PU06
Learning to use MB is easy for me

PEU07
Instructions in MB system are clear and understandable

Perceived

PEU08
MB has many flexible ways to search your required

ease of use

information

PEU09
I feel that user-friendliness of MB services is important

3.2.1.2. Measure of Attitude

Attitude was defined as an individuals positive or negative feeling

(evaluative effect) about performing the target behaviour (Fishbein & Ajzen, 1975). It
is related to behavioural intention because people form intentions to perform
behaviours toward which they have positive feeling. The attitude - behavioural
relationship is fundamental to TAM and related models presented by other researchers
such as, Triandis (1977) and Bagozzi (1984). With regards to mobile banking,
intention to use mobile banking was positively influenced by attitude towards this
model.

Attitude was measured on three observed variables, a five-point Likert scale

developed by Fishbein & Ajzen (1975), Triandis (1977) and Bagozzi (1984).

Table 3: Scale of Attitude

Construct
Coding of variables
Items

ATT10
Using MB would be a wise idea

Attitude
ATT11
Using MB is a good idea

ATT12
I like to use MB

[ 28 ]

3.2.1.3. Measure of Subjective norms

Subjective norms refer to the persons perception that most people who are important
to him think he should or should not perform the behaviour in question (Fishbein &
Ajzen, 1975, p.302). Subjective norms have been found to be more important prior to,
or in the early stages of innovation implementation when users have limited direct
experience from which to develop attitudes (Taylor & Todd, 1995). Chua (1980)
suggests that the adopters friends, family, and colleagues are groups that will
potentially influence adoption.

Six observed variables with a five-point Likert scale from Taylor & Todd (1995) and
Chua (1980) were used to measure subjective norms.

Table 4: Scale of Subjective norms

Construc
Coding of
Items

t
variables

SN13
People important to me would think that using MB would

be a wise idea

SN14
People important to me would think that using MB is a

good idea

SN15
Most people important to me would think that I should use

Subjectiv

MB

e norms

SN16
My family important to me would think that using MB

would be a wise idea

SN17
My family important to me would think that using MB is a

good idea

SN18
My family important to me would think that I should use

MB

[ 29 ]

3.2.1.4. Measure of Perceived Behavioural Control

Perceived Behavioural Control is defined as peoples perception of the ease or

difficulty of performing the behavior of interest (Ajzen, 1991, p.183).

Consistent with this basic definition, previous research studying technology adoption
and usage behavior has related this construct primarily to constraint to technology
usage (Taylor & Todd, 1995), particularly the ease or difficulty of using the new
technology.

Perceived Behavioural Control was measured on three items, developed by Ajzen

(1991) and Taylor & Todd (1995).

Table 5: Scale of Perceived Behavioural Control

Construct
Coding of variables
Items

PBC19
I would be able to operate MB

Perceived

Behavioural
PBC20
I have the resource to use MB

Control

PBC21
I have the knowledge to use MB

3.2.1.5. Measure of Intention to use mobile banking

Intention to use mobile banking was measured by three observed variables, developed
by Ajzen (1991), used a five-point Likert scale, and modified by the author as follow:

Table 6: Scale of Intention to use mobile banking

Construct
Coding of
Items

variables

INT23
Plan to use MB

Intention to use
INT24
Intention to use it within the next tree

mobile banking

months

INT25
Add MB to my favorite apps

[ 30 ]

In summary, based on the previous research and after refinement, 25 variables are
select and group in five indenpent variables and a dependent variable.

3.2.2. Draft questionnaire

The questionnaire using a five-point Likert scale was employe to collect the data
for the factors of the research model. Items selects for the factors are mostly
adapted from previous studies in order to ensure content validity. Items
measuring perceived usefulness, ease of use, items of attitude, subjective norm,
perceived behavioral control, and intention to use was take from previous
research (see in 3.2.1. Measurement scales).

Structure of questionnaire consists of three main parts:

Part 1: General information to get information about the respondents banking

transactions (open accounts, mobile banking services). This information helps
select the target respondent to study.

Part 2: The main information includes statements (questions) are based on a scale
of measurement was proposed for the research. The items were measured on the
Likert 5-point scale from 1 to 5 (strongly disagree, disagree, neutral, agree, and
strongly agree).

Part 3: Questions on demographics characteristics are included at the end of the

questionnaire.

The survey questions were translate from English to Vietnamese by the

researcher, and edited by other.

3.3. Pilot study

Due to the scale of research are adopt from the scales of the previous researches.
These researches were conduct in different culture, the level of economic
development and selected respondents. Therefore, a pilot study was conduct
through qualitative research method. The purpose is to gather

[ 31 ]

information, and adjust variables in these scales. The wording Vietnamese

language for these scales is also doing to study. So that, respondents can
understand the question, to avoid confusion.

To conduct qualitative research, the pilot test is conduct in Ho Chi Minh City.
The 10 questionaires (translated to Vietnamese language) were sent to 4 banking
experts and 6 customers for answering. After five days, the forms have been
return for the pilot test. Some small changes on the questionnaire fits with
understand of respondents and make clear for the questions (in Vietnamsese
language).

3.4. Sample method

The target population is the banking customers who are using individual account,
but not signed up for mobile banking services. Four hunreds customers were
sampled conviently from a database of DongA Commercial Bank and Trust
Commercial Bank (selected 200 customers / bank).

According to Hair and Anderson (1998), a general rule, the sample size should be
100 or greater. For standard multiple regression analysis, Tabachnick and Fidell
(1996) proposed that the desired level is: n > 50 + 8m (where m= number of
independent variables). Hence, the required sample is: n > 50 + 8*5 = 90. Thus,
the minimum sample size is 100.

The sample size is determined according to technique of multi variable analysis.

Factor analysis and multi regression method are used for this research. In factor
analysis, the sample size should be as large as possible with the minimum should
be at least five times as many observations as the number of factors to be
analyzed and preferably not less than 100. As there are 25 variables used for the
factors analysis, the minimum sample size should be 100 (20x5). In addition, for

the multi regression method, minimum sample size should be equal to

n=50+15m, which m are number of independent variables (Tabachnick and
Fidell, 1996). With the initial research model, there are five independent

[ 32 ]

variables; minimum sample size for this should be 125 (50+15*5). In light of the
above two requirements, this research choose the biggest sample size. Therefore,
minimum sample size for this research should be 123.

3.5. Questionnaire administration

The respondents are filtered from the data of the above two banks will submit
questions through the online survey. After a week, there are 128 customers
answered the questionnaire online survey. The researcher has call to confirm and
invite other customers to participate in this survey. A week later, 120 customers
participated in the survey.

The quantitative survey via online was conducted in HCMC on October

2012.

3.6. Data analysis methods

This section was important in assuring the reliability of the constructs and thus
controlling data generated through questionnaires.

3.6.1. Reliability

According to George and Malley (2003), Cronbachs alpha is used as only one
criterion for judging instruments or scales. It only indicates if the items

hang together; it does not determine if they are measuring attribute. Therefore,
scales also should be judged on their content and construct validity. George and
Malley (2003, cited in Matkar, p.94) provide the following techniques:

Table 7: Cronbachs alpha reliability coefficient

Cronbachs alpha
Internal consistency
0.9
Excellent
0.8 < 0.9
Good
0.7 < 0.8
Acceptable
0.6 < 0.7
Questionable
0.5 < 0.6
Poor
< 0.5
Unacceptable

[ 33 ]

3.6.2. Exploratory Factor Analysis (EFA)

Norris and Lecavalier (2010, p.9) supposed that EFA is based upon a testable
model and can be evaluated in terms of its fit to the hypothesized population
model; fit indices can be generated to help with model interpretation. And
EFAs purpose is to identify latent constructs underlying a set of manifest
variables. Hair et al. (1998), Lee & Hooley (2005, p.376) claimed that with
samples of 300 or more, a factor loading of the attribute higher than 0.3 is
significant. And with samples of 200, a factor loading of 0.4 or greater will take
to indicate. Therefore, the researchers must carefully consider the sample size for
choosing significant factor loadings. Moreover, factors with a total eigenvalue of
1 or greater will take into account; hence any factors with an eigenvalue of less
than 1 are discounted (Lee & Hooley, 2005, p.376). Based on these studies, any
factors with eigenvalues greater than 1 would be retained. And any factor
loadings of 0.3 or higher on a factor are counted.

3.6.3. Multiple regression analysis

Meyers, Gamst, and Guarino (2006, p.152) and Hair et al. (2010, p.156)
proposed that the multiple regression standardized score equation is as follows
(with all the variables are measured on the same metric):

Y = 1X1 + 2X2 + + nXn

Where in: is called beta weight, standardized regression coefficient, or beta

coefficient

X is the predictor entered into the equation in a single step

X represents the score of a predictor and its associated beta weight

In addition, Hair et al. (2010) claimed that there is the difference between the
actual and predicted values of dependent variable. That means the random error
will occur when predicting sample data. It is call the residual ( or e).

Based on these studies, the multiple regression formula will be

[ 34 ]

Y = a + 1X1 + 2X2 + + nXn +

Moreover, Meyers et al. (2006, p.161) introduced the value of R2 indicating how
much variance of the dependent variable is accounted for by the full regression
model. Therefore, the higher the value of R2, the greater the explanatory power
of the regression equation (Hair et al., 2010).

3.7. Summary

After collected data was be cleaned, remove the invalid questionnaires and data
will be processed using software SPSS 16.0 (Statistical Package for Social
Sciences). Collected data was analyzed and interpreted in a series of stage. First,
the demographic profile of respondents was summarized and analyze. Second,
the reliability of the items used in measuring the constructs was validated using

Cronbachs alpha. Third, the correlation of the independent variables and the
dependent variable was ascertained through Promax method. At last, standard
multiple regression analysis was used to establish the statistical significance of
the model and the predictive power of each independent variables in explaining
the dependent variable (intention to use mobile banking).

[ 35 ]

CHAPTER 4: DATA ANALYSIS AND RESULTS

The purpose of this chapter was to present finding which were collected from the
actual questionnaire survey. Beside, the researcher proposed an official
assessment of measures and also carried out the analysis to give the accurate
answers for the research questions, hypotheses proposing in the chapter 2.

4.1. Descriptive analysis

A total of 400 people were sampled, 248 responses were received and 225
questionnaires were useable for analysis (equal 56.3%). The data was gathered on
personal banking customers of many commercial banks in Ho Chi Minh City, but
they do not use mobile banking services yet. The gender distribution of the
survey respondents is 56.4% for males and 43.6% for females.

The results also indicated that the research samples had age predominantly
between 21 and 30 years, which accounted for 59.6%. Regarding marital status,
the single respondents accounted for more than 60.4%, while married
respondents were 39.6%. With the education factor, the highest percentage is the
graduate group that accounted for 68%. Table 8 gives a detailed description of the
demographic statistics for the respondents.

Table 8: Descriptive statistic of respondents characteristics

Measure
Value
Frequency
Percent

Male
127
56.4

Gender
Female
98
43.6

Total
225
100.0

Single
136
60.4

Status
Married
89
39.6

Total
225
100.0

20 or lower
19

8.4

21-30
134
59.6

Age
31-40
51
22.7

41-50

17
7.6

51 or higher
4
1.8

[ 36 ]

Measure

Value

Frequency

Percent

Gender

Male
127

56.4

Female
98
43.6

Total
225
100.0

Bachelors

40

17.8

Graduate

153

68.0

Education

Postgraduate

10.7

24

Others

3.6

Total

100.0

225

4.2. Measure assessment 4.2.1. Reliability analysis

To ascertain the reliability of the measurement scales and to check the degree to
which the items that make up the scale hang together, Cronbach alpha
coefficient is calculated. Cronbachs alpha checks the internal consistency
reliability of scales. It checks if whether the items that make up the scale actually
measure the same underlying construct (Pallant, 2001). For scale to be reliable,
its Cronbach alpha value should be above 0.6 (George & Mallery, 2003).

The above guideline indicates that the higher the Cronbachs alpha value is, the
more reliable are the items measuring a give construct. Cronbachs alpha closer
to 1.0 is preferred. A Cronbachs alpha value of 0.9 and above was regarded as
the most reliable of scales, while a scale that has a Cronbach s alpha value that is
below 0.5 is regarded as unreliable and cannot be used to measure a given
construct.

[ 37 ]

Table 9: Reliability analysis for each factor

Corrected Item-

Scale Mean if
Scale Variance if
Total
Cronbach's Alpha

Item Deleted
Item Deleted
Correlation
if Item Deleted

PU01
17.07

2.941
.458
.533
PU02
17.34
2.726
.603
.459
PU03
17.78
3.433
.207
.652
PU04
17.12
3.067
.291
.622
PU05
17.70
3.051
.382
.570

Perceived Usefulness
Cronbach's Alpha
.625

PEU06
10.95
4.069
.569
.886

PEU07
11.52
3.471
.779
.804

PEU08
11.24

3.769
.792
.805

PEU09
11.46
3.353
.753
.817

Perceived ease of use

Cronbach's Alpha
.867

ATT10
7.57
2.255
.740
.871

ATT11
7.08
1.838
.798
.823

ATT12
7.32
2.012
.804
.813

Attitude
Cronbach's Alpha
.885

SN13
16.63
7.502
.701
.807

SN14
16.12
7.574
.824
.780

SN15
15.80
8.310
.573
.833

SN16
16.67
9.554
.473
.847

SN17
16.40
8.678
.715
.810

SN18
16.04
8.578

.530
.841

Subjective norm
Cronbach's Alpha
.846

PBC19
11.09
3.188
.692
.808

PBC20
10.37
3.261
.582
.849

PBC21
11.50
2.644
.769
.770

PBC22
10.95
2.770
.720
.793

Perceive behavioral
Cronbach's Alpha
.848

control

INT23
6.90
2.124
.771
.887

INT24
7.19
1.995
.856
.811

INT25
7.39
2.248
.787
.872

Intention to use MB
Cronbach's Alpha
.901

[ 38 ]

Table 8 depicts a summary of the beta scores of all the response ranking of the
factors that affect the intention to use mobile banking in HCM. According to the
data analysis, the factor "Perceived Usefulness" Cronbach's alpha coefficient is
0.625. After delete PU03 item of this factor, then the factor "Perceived
Usefulness" Cronbach's alpha coefficient increased to 0.652. Other factors exhibit
a Cronbachs alpha coefficient from 0.846 to 0.901. Among the factors, the factor
intention to use mobile banking has the highest ranking of Cronbach alpha of
0.901, followed by the factor perceived ease of use and attitude with 0.867.
The factor subjective norm has the lowest ranking with 0.846. Hence, six
variables were retained.

4.2.2. Exploratory Factor Analysis (EFA)

The test of the measurement model includes the estimation of using item-to-total
correlations (>0.5) and the convergent and discriminant validity of the instrument
items. The convergent validity is demonstrated when items load highly (loading>
0.5) on their associated factors.

Dependent variable and the independent variables were analyzed independently

of each factor. All the variables were extracted through the Principal axis
factoring, using the Promax rotation method. After three times of running factor
analysis, the result shows that all remained variables are greater than 0.5 and a
significant loading on an acceptable factor. Advanced data processing steps as
follows:

The first time running factor analysis for independent variables, there are six
factors with the eigenvalues that are higher than 1 (see Appendix 5). The
variables PU05, PEU06, PBC20 have a cross-loading (see Appendix 6).
Therefore, they were deleted from the analysis and the loadings recalculated.

The second time running, six factors were extracted (see Appendix 8).

The last time, running factor analysis for dependent variables.

[ 39 ]

Rotation was converged in six iterations. The generated factors, the attributes of
each factor loadings are present in Table 9. All items have large and significant
loadings on their corresponding factors. The composite reliabilities of the
different measures included in the model ranged from 0.645 to 0.955. Further, the
shared variance is less than the amount of variance extracted by the indicators
measuring the constructs. Thus, the convergent and discriminant validity are
meet. Taken together, the evidence indicates the scales' had adequate
psychometric quality for usage in the next stage of analysis.

After processing factor analysis for the independent variables and the dependent
variable by the Promax method has five factor are formed, there are three items
(observed variables) are removed because values less than 0.5. The 22 items were
selected and have values above 0.5, with significant dependent variable. The
factors form after the implementation of EFA: perceived usefulness, perceived
ease of use, attitude, subjective norm, perceived behavioral control, and intention
to use mobile banking.

[ 40 ]

Table 10: Key dimensions, items

Dimension
Factor
Loading

PU01 - Flexibility to conduct banking business 24 hours per

.742

X1 day

Perceived

PU02 - Make banking transactions quickly

.648

usefulness

PU04 - MB transactions relevant to my work

.497

PEU07 - Instructions in MB system are clear and

.729

understandable

X2 -

PEU08 - MB has many flexible ways to search your required

.801

Perceived

information

ease of use

PEU09 - I feel that user-friendliness of MB services is

.979

important

ATT10 - Using MB would be a wise idea

.779

X3 -

ATT11 - Using MB is a good idea

.894

Attitude

ATT12 - I like to use MB

.921

SN13 - People important to me would think that using MB

.688

would be a wise idea

SN14 - People important to me would think that using MB is a

.653

good idea

X4
SN15 - Most people important to me would think that I should
.957

use MB

Subjective

SN16 - My family important to me would think that using MB

.860

norm
would be a wise idea

SN17 - My family important to me would think that using MB

.902

is a good idea

SN18 - My family important to me would think that I should

.783

use MB

X5 PBC19 - I would be able to operate MB

.958

Perceived

PBC21 - I have the knowledge to use MB

.752

behavioral

PBC22 - I have the ability to use MB

.621

control

Y
INT23 - Plan to use MB
.815

Intention

INT24 - Intention to use it within the next tree months

.948

to use

INT25 - Add MB to my favorite apps

mobile

.841

banking

[ 41 ]

4.3. Hypotheses testing

To test the hypotheses advanced, multiple regression analysis was use. The
multiple regression analysis is an advanced extension of correlation, where one
variable (the dependent variable) can be predict based on a number of variables
(independent variable). Multiple regression analysis aids in testing model and
hypotheses. It gives us information about the model as a whole and the relative
significance (contribution) of each factor that form the model. It is a most
suitable statistics when you have a set of continuous independent variables (two
or more) and one dependent variable (Pallant, 2001). Two key statistical analysis
2

are important here; the squared multiple correlation coefficient (R ), and the
2

standardized coefficient weight (beta weight). The R shows how much of

variance in the dependent variable (in my case intention to use mobile banking) is
explained by the model (preditor variables). The beta value on the other hand,
tells us the significance of each independent variable (in the model) in predicting
2

the dependent variable (intention to use mobile banking). Both the R and beta
value range between 0 and 1.0, the more closely the vlue is to 1.0 the better.
Below (Table 11) is the summary of multiple regression analysis conducted.

Table 11: R Square Value (R )

Model Summary
Model
R
R Square
Adjusted R
Std. Error of

Square
the Estimate

1
a

.859

.819
.818
1.08361

Predictors: (Constant), X1, X2, X3, X4, X5

Dependent Variable: Intention to use mobile banking

Table 11 above (model summary) shows the value of R Square and the Adjusted
2

R Square value. The R value tells us the amount of variance in the dependent
variable (intention to use mobile banking) accounted by the model. A high
variance indicates a high level of success of the model. Sometimes, the R square
value have a propensity to somewhat overrate the success of the model

[ 42 ]

when applied to the real world scenario. The Adjusted R Square value provides a more
correct estimate measure of the success of the model. In my own case, the R square
value 0.819 and the Adjusted R Square is 0.818. This implies that the model accounts
for 81.9% (expressed as percentage) of the variance in intention to use mobile banking.
To better depict a true estimate the Adjusted R Square indicates that the model explains
81.9% of the variance in the dependent variable. This is very good model when
compared to findings reported in past journal articles (Chau & Hu, 2001).

Table 12: ANOVA

Mean

Model
Sum of Squares
df

Square
F
Sig.

1 Regression
2931.071
5

586.214

.000

499.243

Residual
257.151
219

1.174

Total
3188.222
224

Predictors: (Constant), X5, X3, X1, X4, X2

Dependent Variable: Intention to use mobile banking

The next table (Table 12) shows the ANOVA which evaluated the statistical
significance of the model. The result shows that the research model is significant (Sig.
= .000, meaning that p < .005).

Table 13: Coefficients

Standardize

Unstandardized
d

Collinearity

Coefficients
Coefficients

Statistics

Model
B
Std. Error
Beta
t
Sig.
Tolerance
VIF

1 (Constant)
-3.432
.817

-4.201
.000

X1
.324
.052
.231
6.273
.000
.847
1.180

X2

.061
.042
.133
1.447
.049
.717
1.396

X3
-.016
.037
-.009
-.435
.664
.896
1.116

X4
.031
.025
.128
1.254
.031
.731
1.369

X5

.832
.052
.577
15.345
.000
.598
1.672

a. Dependent Variable: Intention to use mobile banking

[ 43 ]

The last table (Table 13) presents the coefficient Sig. and Standardized Beta
Coefficient. This value tells us the unique contribution of each independent
variable to the model when other predictor variables are controll. A large value
implies that the underlying variable made a significant contribution to the model.
Looking at the Standardized Beta column, we can see that only four varibles: X1
- Perceived ease of use (Beta = .231), X2 Perceived ease of use (Beta = .133),
X4 Subjective norm (Beta = .128), and X5 Perceived behavioral control (Beta
= .577) made significant contribution to the model. Overall, perceived behavioral
control made the largest contribution in explaining the dependent variable. The t
and Sig (p) values indicate the statistical significance of each independent
variable in predicting the dependent variable. A large absolute t value and a small
p value (p < .05) points out that a predictor variable is significant in predicting
the dependent variable. From the result of the analysis (Table 4.6) only perceived
usefulness (t = 6.273 and p = .000), perceived ease of use (t = 1.447 and p =

.049), subjective norm (t = 1.254 and p = .031), and perceived behavioral control
(t = 15.345 and p = .000) are significant factors in predicting intention to use
mobile banking.

From the results obtained in the multiple regression analysis, only perceived
usefulness, perceived ease of use, subjective norm, and perceived behavioral
control are significant and they explain 81.8% of the variance in the dependent
variable (intention to use mobile banking). Thus, hypotheses H1, H2, H4 and H5
are accepted. On the other hand, hypothesis H3 are not support and thus rejected
in this study. Perceived usefulness, perceived ease of use, subjective norm, and
perceived behavioral control were found to be insignificant in explaining the
variation in the dependent variable.

Formula: Y = 0.231X1 + + 0.133X2 + 0.128X4 + 0.577X5 +

Y Intention to use mobile banking; X1 - Perceived usefulness; X2 - Perceive easy

of use; X4 Subjective norm; X5 - Perceived behavioral control

[ 44 ]

4.4. Testing the effect of demographic variables

Table 14: Creating and recoding variables

No.
Variable
Label
Group description
Recoding

1
C1
Gender
Male vs. female
MAL (male

group)

Younger (20 or less), 21YOU

2
C2
Age
30, 31-40, 41-50 vs. older

(younger group)

(over 50)

3
C3
Status
Single v.s married
SIN

(single group)

Bachelors, Graduate,
BAC

C4
Education
Postgraduate, PhD vs.
(Bachelors

others
group)

Results of multi regression analysis (see Appendix XIII) are as follows:

Gender: the results show that difference was found in terms of banking customer
gender with the value of .049 (<0.05) F change.

Age: there is different impact between five groups of age (F change value = .049).

Marital status: single group and married group have no impact on intention to use
mobile banking (F change value = .053).

Education: intention to use mobile banking is not influence by customer education

(F change value = .084).

In short, there are difference impact of demographic variables of gender and age on
intention to use mobile banking. Exceptly, marital status education customer has
without the influence. Based on these result of multiple regression analysis,
intention to use mobile banking was influenced by factors including gender and
age.

4.5. Summary

With the descriptive analysis results of the quanlitative constructs, we have an

overview of the research sample in terms of gender, age, educational level and
marital status. Analysis results also described for the independent and

[ 45 ]

dependent factors, so that customers of banks in HCMC appreciate the factors

affecting the intention to use mobile banking. All average values of the factor
"Perceived usefulness", "perceived ease of use", "attitude", "subjective norms",
and "perceived Behavioral control" have a value greater than 3.

Results of reliability analysis through Cronbach Alpha coefficients of the factors

have high reliability in the research model, except for the item PU03 removed in
order to increase the reliability of factor Perceived usefulness.

Next, factor analysis EFA has identified six factors of 21 of the 25 variables
initial observations, to measure the factors necessary to study as perceived
usefulness, perceived ease of use, attitude, subjective norm, and perceived
behavioral control.

Finally, the regression analysis between the independent factors and dependent
factor were developed through linear regression analysis. The results show that
there are four component factors affecting to the intention to use mobile
banking. These factors were perceived usefulness, perceive easy of use,
subjective norm and perceived behavioral control. In which, the factors X5 Perceived behavioral control is the most influence on intention to use mobile
banking.

The results of testing the effect of demographic variables showed that there are
two factors gender and age affect the intention to use mobile banking.

Marital status and education level have no impact on intention to use mobile
banking.

[ 46 ]

CHAPTER 5: CONCLUSION

This chapter will present the main results, and practical implications of the
research results. Hence, the researcher make recommendations, as well as a
limited number of topics and propose further research.

5.1. Overview

Mobile banking was evolved from the mobile technologies. Although mobile
banking is available and ready to use by individuals, there is a tendency that
mobile banking unnoticed by customers or is under-used. Thus, there is a need to
explore the level of acceptance among banking customers. Additionally, this
study is a pioneering effort in applying Technology Acceptance Model (TAM)
and Theory Planned Behavior (TPB) to the newly emerging context of mobile
banking, which has become available in Vietnam. The findings of this study
strongly support the suitability of using TAM and TPB model to understand the
factors affecting intention to use mobile banking.

5.2. Main findings

Significant effects of perceived usefulness, perceive easy of use, subjective norm

and perceived behavioral control on intention to use mobile banking are observe.
These outcomes are consistent with the previous studies of Davis et al (1989),
Igbaria et al (1997), Fishbein & Ajzen (1975), Triandis (1977), Bagozzi (1984),
Taylor & Todd (1995), Chua (1980), and Ajzen (1991).

However, although banking customers may believe that mobile banking is useful
and easy to use, they may concern about sercurity or efficiency.

Consequently, this study introduced attitude, subjective norm and perceived

behavioral control of TBP model to be better reflects mobile banking context.
The results also show perceived behavioral control to have a strong influence
on intention to use mobile banking than other variables. Hence, banking
customers tend to choose and use mobile banking services by the introduction of
relatives and friends. Beside, banking customers are likely to adopt mobile

[ 47 ]

banking when usefulness and ease of use are properly develope within mobile
banking system. The results are consistent with the previous studies (Ajzen,
1991). Given that mobile banking use is completely voluntary, the findings of this
study suggest that in order to attract more users to mobile banking, it will require
more than simply making the mobile banking system easier to use.

5.3. Practical implications

This study provides important guidelines for the bank. The mobile banking
adoption is relied on its usefulness and easy to use. The bank could organize
training courses for mobile banking for free, and surely available at the bank
branches anywhere in Vietnam. The study also found that the perceived
behavioral control is the influential factor to affect an individual behavioral
intention to use mobile banking. In response to this concern, it is encouraged for
the bank management should pay attention to the direct consultancy activities to
attract customers to use mobile banking. Indeed, we believe people with higher
information on mobile banking will have a positive knowledge and skills on
mobile banking system, thus impact for intention to use mobile banking.

5.4. Theoretical implications

The aim of this study was to develop modified version of TAM and TBP that can
explain the banking customers behavioral intention to use mobile banking. The
study adds attitude, subjective norm and perceived behavioral control to TAM,
with two factors (perceived usefulness and perceived ease of use).

Interestingly, the proposed model measures significantly determine behavioral

intention. This model is unique because it investigates consumer acceptance for
mobile banking. The study also leads to several contributions. First, it
successfully confirms the applicability of the TAM and TBP to mobile banking.

In line with this statement, perceived usefulness, perceive easy of use, subjective
norm and perceived behavioral control are find to be significant

[ 48 ]

factors of the behavioral intention to use mobile banking. Second, this study
supports the positive influence of perceived behavioral control as previously
examined by Ajzen (1991) and Taylor & Todd (1995). This result provides extra
work for the bank to ensure mobile banking is free from errors and electronic
threats. Third, this study supports Nysveen, et al.s (2005) research that found a
significant direct relationship between subjective norm and behavioral intention
to use online banking, and so extends its generalizability to mobile banking.
Overall, two of the proposed hypotheses are support.

5.5. Limitations

Furthermore, this study suffers from two limitations. The first limitation is relation to
the sample size. The sample size of this study is relatively small with 248
respondents only, somewhat limits the generalization of the research results. It would
be reasonable to elevate sample size and testing this model more extensively, hence
this future research would be more generalizable. The second limitation is relation to
the additional independent variables. So that, depending on the banking
environment, further research considers to add different constructs such as perceived
self-efficacy, security, and transaction cost.

[ 49 ]

REFERENCES

Alsajjan, B. & Dennis, C. 2009. Internet banking acceptance model: Crossmarket examination. Journal of Business Research.

Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior

and Human Decision Processes, 50, 179-211.

Amin, H. (2007). Is the technology acceptance model valid for BIMB mobile
banking? International Journal of e-Business Management.

Bagozzi, R.P. (1984). Expectancy value attitude models: An analysis of

critical measurement issues. International Journal of Research in Marketing,
1, 295-310.

Bangens, Dr. & Soderberg, B. (2008). Mobile banking Financial Services

for the Unbanked?

Chua, E.K. (1980). Consumer Intention to Deposit at Banks: An Empirical

Investigation of its Relationship with Attitude, Normative Belief and
Confidence, Academic Exercise, Faculty of Business Administration, National
University of Singapore.

Cunningham (1967): The major dimensions of perceived risk. Harvard

university press, Cambridge, MA.

Davis, F.D. (1986). A Technology Acceptance Model for Empirically Testing

New End-User Information Systems: Theory and Results. Unpublished

Doctoral Dissertation, Sloan School of Management, Massachusetts Institute

of Technology.

Davis, F.D. (1989). Perceived usefulness, perceived ease of use, and user
acceptance of information technology. MIS Quarterly, 13, 319-340.

Dishaw, M.T., & Strong, D.M. (1999). Extending the technology acceptance
model with task-technology fit constructs. Information & Management, 36(1),
9-21.

[ 50 ]

Fishbein, M., and Ajzen, I. 1975. "Belief, Attitude, Intentions and Behavior:
An Introduction to Theory and Research".

George, D., & Malley, P. (2003). SPSS for windows step by step: A simple
guide and preference 11.0 update (4th ed.). Boston, MA: Allyn and Bacon.

Hair, J.F. Jr, R.E. Anderson, R.L. Tatham and W.C. Black, 1998.

Multivariate Data Analysis. New Jersey: Prentice Hall.

Hair, J.F., W.C. Black and B.J. Babin, 2010. Multivariate Data Analysis: A
Global Perspective. 7th Edn., Pearson Education Inc., New Jersey, USA.,
ISBN: 9780135153093.

Igbaria, M., Zinatelli, N., Cragg, P., and Cavaya, A. (1997). Personal
computing acceptance factors in small firms: A structural equation model.

MIS Quarterly, 279-302.

Lee, Nick, and Graham Hooley (2005). The Evolution of Classical

Mythology Within Marketing Measure Development. European Journal of
Marketing, vol. 39: 365-385.

L.Michelle Bobbitt, Pratibha A. Dabholkar, (2001) "Integrating attitudinal

theories to understand and predict use of technology-based self-service: The
Internet as an illustration", International Journal of Service Industry
Management, Vol. 12 Iss: 5, pp.423 - 450

Luarn, P; and Lin, H.H (2005). Toward an understanding of the behavioral

intention to use mobile banking. Computer in Human Behavior, 21(6), 340348.

Mathieson, K. (1991). Predicting user intentions: Comparing the technology

acceptance model with the theory of planned behavior. Information Systems
Research, Vol.2, No. 3, 173-191.

[ 51 ]

Meyers, L.S., Gamst, G., & Guarino, A. (2006). Applied multivariate

research: Design and interpretation. Thousand Oaks, CA: Sage Publishers.

Norris, M. & Lecavalier, L. ( 2010) Evaluating the Use of Exploratory

Factor Analysis in Developmental Disability Psychological Research,

Journal of Autism and Developmental Disorders 40: 8-20.

Nysveen, H. (2005). Intentions to Use Mobile Services: Antecedents and

Cross-Service Comparisons. Academy of Marketing Science; Journal;
Summer 2005.

Tabachnick, B. G., & Fidell, L. S. (1996). Using multivariate statistics (3rd

ed.). New York: HarperCollins.

Taylor, S. and Todd, P. (1995). "Understanding Information Technology

Usage: A Test of Competing Models". Information Systems Research, Vol. 6,
No. 2, 143-176.

Triandis, H.C. (1977). Value, attitudes, and interpersonal behavior,

Nebraska Symposium in Motivation, Belief, Attitude, and Values, University

of Nebraska Press, Lincoln, NE, pp.195-259.

Y. S., Wang, Y. M., Lin, H. H. and Tang, T. I. (2003). Determinants of user

acceptance of Internet banking: An empirical study. International Journal of
Service Industry Management, 14(5): 501-519.

[ 52 ]

APPENDICES

APPENDIX 1: QUESTIONNAIRE

We are currently studying the program "Master of Business Administration" of International School Of
Business - University of Economics Ho Chi Minh City. To analyze the factors affecting customers intent
to use mobile banking (MB), we are looking forward to his / her spend free time to implement the survey
below. With this survey, you will help us complete the paper and provide an opportunity for banks to
serve customers better.

A. Information:

1.
Are you using a personal account or banking card?
Yes
No

(if not using, you do not need to continue this survey)

2.
Have you currently registered to use mobile banking services?
Yes
No

B. Survey content:

Please you indicate level of agreement on the following statements by mark X in the appropriate box:
[1] Strongly disagree; [2] Disagree; [3] Neutral; [4] Agree; [6] Strongly agree.

Criteria

[1]

[2]

[3]

[4]

[5]

Perceived Usefulness

Flexibility to conduct banking business 24 hours per day.

Make banking transactions quickly.

Help me using MB easier than banking teller.

MB transactions relevant to my work.

I feel very comfortable when using MB.

Perceived ease of use

Learning to use MB is easy for me.

Instructions in MB system are clear and understandable.

MB has many flexible ways to search your required information.

I feel that user-friendliness of MB services is important.

Subjective norm

[ 53 ]

People important to me would think that using MB would be a wise idea.

People important to me would think that using MB is a good idea.

Most people important to me would think that I should use MB.

My family important to me would think that using MB would be a wise idea.

My family important to me would think that using MB is a good idea.

My family important to me would think that I should use MB.

Perceive behavioral control

I would be able to operate MB.

I have the resource to use MB.

I have the knowledge to use MB.

I have the ability to use MB.

Intention to use mobile banking

Plan to use MB.

Intention to use it within the next tree months.

Add MB to my favorite apps.

Using MB would be a wise idea.

Using MB is a good idea.

I like to use MB.

About you

Gender:

Male
Female

Marital Status:

Single

Married

Age group:

<20
21-30
31-40
41-50
> 50

Education:

Bachelors
Graduate
Postgraduate
PhD
Others

[ 54 ]

PHIU KHO ST

Chng ti hin l sinh vin chng trnh cao hc Thc s Qun tr Kinh doanh ca Vin o
To Quc T - Trng i hc Kinh t TP.H Ch Minh. Nhm nh gi cc yu t nh hng
ca khch hng khi la chn s dng Giao dch ngn hng qua in thoi di ng, in thoi bn
hoc internet (E-banking), chng ti rt mong cc Anh/Ch dnh cht thi gian thc hin bng
kho st bn di. kin qu bu ca Anh/Ch c bo mt, s gip cho chng ti hon thnh
c ti nghin cu v to c hi cc ngn hng ci tin, phc v khch hng ngy cng
tt hn.

C. Thng tin chung:

1.
Anh/Ch ang s dng ti khon c nhn hoc th thanh ton ngn hng?
C
Cha

(nu cha s dng th Anh/Ch khng tip tc tr li kho st)

2.
Anh/Ch hin ang ng k s dng cc dch v E-banking?
C
Cha

3.
Nu cha s dng, Anh/Ch c d nh s dng cc dch v E-banking trong

thi gian ti khng?

C
Khng

(ch tr li Cu 3, nu Cu 2 tr li Cha)

D. Ni dung kho st:

Nu Anh/Ch ang s dng dch v E-banking hoc cn nhc d nh s dng dch v ny trong thi
gian ti, Anh/Ch vui lng cho bit mc ng v cc pht biu di y, bng vic nh du cho
(X) vo tng ng: [1] Hon ton khng ng ; [2] Khng ng ; [3] Trung ha (khng c
kin); [4] ng ; [5] Hon ton ng .

Tiu ch nh gi

[1]

[2]

[3]

[4]

[5]

S tin li ca E-banking

1.
Gip ti ch ng chn la thi gian giao dch

ngn hng sut 24/24 gi.

2.
Gip ti giao dch ngn hng mt cch nhanh

chng.

3.
Gip ti d dng hn khi giao dch ngn hng ti

quy giao dch.

4.
S dng E-banking ph hp vi cng vic ca

ti.

5.
Ti cm thy rt tin li khi s dng E-banking.

Cch s dng E-banking

Ti s dng cc dch v E-banking rt d dng.

Cc hng dn s dng E-banking ca ngn hng r rng v d hiu.

Khch hng c th tm kim, tra cu thng tin rt linh hot trn E-banking.

Giao din s dng cc dch v E-banking d hiu v d thao tc.

[ 55 ]

S nhn bit ca khch hng

10. Ti nhn bit r li ch ca vic s dng E-banking.

11. Ti c y thng tin v cc dch v E-banking ca ngn hng.

12. Cc nhn vin ngn hng tn tnh t vn v hng dn ti cch s dng E-banking.

13. Ngn hng c chnh sch khuyn khch ti s dng dch v E-banking.

S tn nhim ca khch hng

14. Ti an tm v s an ton ca cc giao dch qua E-banking.

15. Ti tin rng E-banking c th bo mt thng tin c nhn.

16. Ti tin tng giao dch qua E-banking nh giao dch qua quy giao dch ngn hng.

17. S dng E-banking rt ng tin cy cho cc giao dch ti chnh.

Chi ph s dng E-banking

18. Ti tit kim c thi gian hn khi giao dch qua E-banking.

19. Ti tit kim c chi ph khi giao dch qua E-banking.

20. Ti cn nhc chi ph ng k s dng cc dch v E-banking.

nh hng ca ngi khc

21. Ti s dng E-banking v nhng ngi xung quanh ti s dng dch v ny.

22. Ngi thn / bn b / ng nghip ca ti cho rng nn s dng cc dch v E-banking.

23. Ti s gii thiu cho ngi khc s dng cc dch v E-banking.

Thng tin c nhn

Gii tnh:
N
Nam

Tnh trng hn nhn:

c thn
C gia nh

tui:
<20
21-30
31-40
41-50
>50

Hc vn:
Trung cp

i hc
Cao hc
Tin
Khc

[ 56 ]

APPENDIX 2: DESCRIPTIVE STATISTICS

Statistics

Gender

Status

Age

Edu

N
Valid
225

225

225

225

Missing
0

Mean

1.44

1.40

2.35

2.04

Std. Error of Mean

.033

.033

.054

.053

Median

1.00

1.00

2.00

2.00

Mode

Std. Deviation
.497

.490

.810

.795

Variance

.247

.240

.656

.632

Skewness

.262

.430

.964

1.749

Std. Error of Skewness

.162

.162

.162

.162

Kurtosis

-1.949

-1.831

1.210

5.062

Std. Error of Kurtosis

.323

.323

.323

.323

Range

Minimum

Maximum

Sum

323

314

528

460

Gender

Valid

Cumulative

Frequency

Percent

Percent

Percent

Valid
Male

127

56.4

56.4

56.4

Female

98

43.6

43.6

100.0

Total

225

100.0

100.0

Status

Valid

Cumulative

Frequency

Percent

Percent

Percent

Valid
Single

136

60.4

60.4

60.4

Married

89

39.6

39.6

100.0

Total

225

100.0

100.0

[ 57 ]

Age

Valid
Cumulative

Frequency

Percent

Percent
Percent

Valid
20 or lower

19

8.4
8.4
8.4

21-30

134

59.6
59.6
68.0

31-40

51

22.7
22.7
90.7

41-50

17

7.6
7.6
98.2

51 or higher

1.8
1.8
100.0

Total

225

100.0
100.0

Edu

Valid
Cumulative

Frequency

Percent

Percent
Percent

Valid
Bachelors
40

17.8

17.8
17.8

Graduate
153

68.0

68.0
85.8

Postgraduate
22

9.8

9.8
95.6

PhD
2

.9

.9
96.4

Others
8

3.6

3.6
100.0

Total

225

100.0

100.0

[ 58 ]

APPENDIX 3: CRONBACHS ALPHA RELIABILITY ANALYSIS

Reliability Statistics

Cronbach's Alpha

N of Items

.625

Item-Total Statistics

Scale Mean if
Scale Variance if
Corrected ItemCronbach's Alpha

Item Deleted
Item Deleted
Total Correlation
if Item Deleted

PU01

17.07

2.941

.458
.533
PU02

17.34

2.726

.603
.459
PU03

17.78

3.433

.207
.652
PU04

17.12

3.067

.291
.622

PU05

17.70

3.051

.382
.570

Reliability Statistics

Cronbach's Alpha

N of Items

.652

Item-Total Statistics

Scale Mean if
Scale Variance if
Corrected ItemCronbach's Alpha

Item Deleted
Item Deleted
Total Correlation
if Item Deleted

PU01

13.10

2.267

.396
.608
PU02

13.37

1.975

.614
.461
PU04

13.14

2.051

.403
.610
PU05

13.72

2.326

.342
.643

Reliability Statistics

Cronbach's Alpha

N of Items

.867

[ 59 ]

Item-Total Statistics

Scale Mean if

Scale Variance if

Corrected Item-

Cronbach's Alpha

Item Deleted

Item Deleted

Total Correlation

if Item Deleted

PEU06

10.95

4.069

.569

.886

PEU07

11.52

3.471

.779

.804

PEU08

11.24

3.769

.792

.805

PEU09

11.46

3.353

.753

.817

Reliability Statistics

Cronbach's Alpha

N of Items

.885

Item-Total Statistics

Scale

Corrected
Cronbach's

Scale Mean if
Variance if

Item-Total
Alpha if Item

Item Deleted
Item Deleted

Correlation
Deleted

ATT10

7.57

2.255
.740

.871

ATT11

7.08

1.838
.798

.823

ATT12

7.32

2.012
.804

.813

Reliability Statistics

Cronbach's Alpha

N of Items

.846

Item-Total Statistics

Scale Mean if

Scale Variance

Corrected ItemCronbach's Alpha

Item Deleted

if Item Deleted

Total Correlation

if Item Deleted

SN13

16.63

7.502

.701

.807

SN14

16.12

7.574

.824

.780

SN15

15.80

8.310

.573

.833

SN16

16.67

9.554

.473

.847

SN17

16.40

8.678

.715

.810

SN18

16.04

8.578

.530

.841

[ 60 ]

Reliability Statistics

Cronbach's Alpha

N of Items

.848

Item-Total Statistics

Scale Mean if
Scale Variance if

Corrected Item-

Cronbach's Alpha

Item Deleted

Item Deleted

Total Correlation

if Item Deleted

PBC19

11.09
3.188

.692

.808

PBC20

10.37
3.261
.582

.849

PBC21

11.50
2.644
.769

.770

PBC22

10.95
2.770
.720

.793

Reliability Statistics

Cronbach's Alpha

N of Items

.901

Item-Total Statistics

Scale Mean if

Scale Variance if

Corrected Item-

Cronbach's Alpha

Item Deleted

Item Deleted

Total Correlation

if Item Deleted

INT23

6.90

2.124

.771

.887

INT24

7.19

1.995

.856

.811

INT25

7.39

2.248

.787

.872

[ 61 ]

APPENDIX 4: INTER-ITEM CORRELATION MATRIX

[ 62 ]

APPENDIX 5: THE FIRST-TIME RUNNING FACTOR ANALYSIS

EIGENVALUES (FOR INDEPENDENT VARIABLES)

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.752

Bartlett's Test of Sphericity

Approx. Chi-Square

3612.436

df

210

Sig.

.000

Total Variance Explained

Rotation Sums of

Initial Eigenvalues

Extraction Sums of Squared Loadings

Squared Loadingsa

% of

Cumulative

% of
Cumulative

Factor
Total

Variance

Total
Variance
%
Total

1
6.746

32.124

32.124
6.475

30.834
30.834
4.430

2
2.862

13.629

45.753
2.590

12.332
43.166
3.872

3
2.549

12.140

57.893
2.287

10.888
54.054
3.619

4
1.709

8.139

66.033
1.441

6.861
60.916
2.926

5
1.591

7.576

73.609

1.223

5.825
66.740
4.684

6
1.009

4.803

78.412
.732
3.486
70.226
2.530

7
.753

3.587

81.999

8
.686

3.266

85.266

9
.582

2.773

88.038

10
.430

2.049

90.087

11
.387

1.844

91.931

12
.302

1.440

93.371

13
.238

1.134

94.504

.227

1.079

95.584

14

15
.202

.961

96.544

16

.184

.877

97.421

17
.148

.703

98.124

18
.132

.629

98.753

19
.106

.504

99.256

20
.085

.405

99.662

21
.071

.338

100.000

Extraction Method: Principal Axis Factoring.

[ 63 ]

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.752
Bartlett's Test of Sphericity Approx. Chi-Square
3612.436

df
210

a. When factors are correlated, sums of squared loadings cannot be added to obtain a total variance.

APPENDIX 6: THE FIRST TIME RUNNING FACTOR LOADING (FOR

INDEPENDENT VARIABLES)

Pattern Matrixa

Factor

5
6

PU01

-.261

.728

PU02

.239
-.313
.206

.670

PU04

.248

.562

PU05

.527
-.252

.251

PEU06

.479

.281
.299

PEU07

.880

PEU08

.781

-.223

PEU09

.910
.328

ATT10

.771

ATT11

.891

ATT12

.923

SN13

.673

SN14

.708

.290

SN15

.981

SN16

.860

SN17

.889

SN18

.230
.798

-.395

PBC19

.866

PBC20

.409

.379

PBC21

.794

PBC22

.591

.287

Extraction Method: Principal Axis Factoring.

Rotation Method: Promax with Kaiser Normalization.

[ 64 ]

Pattern Matrixa

Factor

2
3

5
6

PU01

-.261

.728

PU02

.239
-.313
.206

.670

PU04

.248

.562

PU05

.527
-.252
.251

PEU06

.479

.281

.299

PEU07

.880

PEU08

.781

-.223

PEU09

.910
.328

ATT10

.771

ATT11

.891

ATT12

.923

SN13

.673

SN14

.708
.290

SN15

.981

SN16

.860

SN17

.889

SN18

.230
.798

-.395

PBC19

.866

PBC20

.409

.379

PBC21

.794

PBC22

.591

.287

a. Rotation converged in 7 iterations.

[ 65 ]

APPENDIX 7: THE SECOND TIME RUNNING EIGENVALUES (FOR

INDEPENDENT VARIABLES)

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.724
Bartlett's Test of Sphericity Approx. Chi-Square
2900.191
df
153
Sig.
.000

Total Variance Explained

Rotation Sums of

Initial Eigenvalues

Extraction Sums of Squared Loadings

Squared Loadingsa

% of
Cumulative

% of
Cumulative

Factor
Total
Variance

%
Total
Variance
%
Total

1
5.648
31.379

31.379
5.419
30.106
30.106
3.348

2
2.671
14.838

46.217
2.384
13.243
43.349
3.424

3
2.361
13.115

59.332
2.124
11.801
55.150
2.835

4
1.555
8.638

67.970
1.239
6.885
62.036
3.680

5
1.421
7.895

75.865
1.164
6.464
68.500
3.767

.711
4.801

81.666

7
.678
3.765

85.432

8
.509
2.829

88.261

9
.387
2.148

90.409

10
.330
1.832

92.240

11
.302
1.678

93.918

12
.229
1.271

95.189

13
.221
1.225

96.414

.183
1.015

97.429

14

15
.152
.843

98.272

16
.131
.730

99.002

17
.103
.570

99.572

.077
.428

100.000

18

Extraction Method: Principal Axis Factoring.

a. When factors are correlated, sums of squared loadings cannot be added to obtain a total variance.

[ 66 ]

APPENDIX 8: THE SECOND TIME RUNNING FACTOR LOADING

(FOR INDEPENDENT VARIABLES)

Pattern Matrixa

Factor

2
3
4
5

PU01

-.249

.742

PU02

.270
.228
-.390

.648

PU04

.221

.497

PEU07

.729

PEU08

.801

PEU09

.979

ATT10

.779

ATT11

.894

ATT12

.921

SN13

.688

SN14

.287

.653

SN15

.957

SN16

.860

SN17

.902

SN18

.783

-.344

PBC19

.958

PBC21

.752

PBC22

.621
.272

Extraction Method: Principal Axis Factoring. Rotation Method: Promax with Kaiser
Normalization. a. Rotation converged in 6 iterations.

[ 67 ]

APPENDIX 9: THE FIRST TIME RUNNING EIGENVALUES AND FACTOR

LOADING (FOR DEPENDENT VARIABLE)

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.728
Bartlett's Test of Sphericity Approx. Chi-Square
434.931
df
3
Sig.
.000

Total Variance Explained

Initial Eigenvalues

Extraction Sums of Squared Loadings

Factor
Total
% of Variance
Cumulative %
Total
% of Variance
Cumulative %

1
2.505
83.510

83.510
2.271
75.710
75.710
2
.317
10.560

94.071

3
.178
5.929

100.000

Extraction Method: Principal Axis Factoring.

Factor Matrixa

Factor

INT23

.815
INT24

.948
INT25

.841

Extraction Method: Principal

Axis Factoring.

a. 1 factors extracted. 11 iterations required.

[ 68 ]

APPENDIX 10: MULTIPLE REGRESSION

Model Summaryb

Adjusted R
Std. Error of the
Model
R
R Square
Square
Estimate

1
.859a
.819
.818
1.08361

Predictors: (Constant), X5, X3, X1, X4, X2

Dependent Variable: Intention to use mobile banking

ANOVAb
Model

Sum of Squares
df

Mean Square
F
Sig.

1
Regression
2931.071

5
586.214
499.243
.000a

Residual
257.151

219
1.174

Total
3188.222

224

Predictors: (Constant), X5, X3, X1, X4, X2

Dependent Variable: Intention to use mobile banking

Table 12: Coefficientsa

Unstandardized
Standardized

Coefficients
Coefficients

Collinearity Statistics

Model

B
Std. Error
Beta
t
Sig.
Tolerance
VIF

1
(Const
-3.432
.817

-4.201
.000

ant)

X1
.324
.052
.231
6.273
.000
.847
1.180

X2
.061

.042
.133
1.447
.049
.717
1.396

X3
-.016
.037
-.009
-.435
.664
.896
1.116

X4
.031
.025
.128
1.254
.031
.731
1.369

X5
.832
.052

.577
15.345
.000
.598
1.672

a. Dependent Variable: Intention to use mobile banking

[ 69 ]

APPENDIX 11: CHARTS OF TESTING HYPOTHESES

Histogram

[ 70 ]

[ 71 ]

APPENDIX 12: AFFECTING OF DEMOGRAPHIC VARIABLES

Model Summary

Change Statistics

R
Adjusted R
Std. Error of
R Square

Sig. F
Model
R
Square
Square
the Estimate
Change
F Change
df1

df2
Change

.959

.919
.918
1.08361
.919
499.243
5

219
.000
2
.960

.921
.918
1.07721
.001
3.611
1

218
.049

Predictors: (Constant), Perceived usefulness. Perceived ease of use, Attitude, Subjective norm, Perceived
behavioral control

Predictors: (Constant), Perceived usefulness. Perceived ease of use, Attitude, Subjective norm, Perceived

behavioral control, Gender

c. Dependent Variable: Intention to use mobile banking

Model Summary

Change Statistics

R
Adjusted R
Std. Error of
R Square

Sig. F
Model
R
Square
Square
the Estimate
Change
F Change
df1

df2
Change

1
.959

.919
.918
1.08361
.919
499.243
5

219
.000
2
.961

.923
.920
1.06391
.003
9.186
1

218
.053

Predictors: (Constant), Perceived usefulness. Perceived ease of use, Attitude, Subjective norm, Perceived
behavioral control

Predictors: (Constant), Perceived usefulness. Perceived ease of use, Attitude, Subjective norm, Perceived

behavioral control, Marital status

c. Dependent Variable: Intention to use mobile banking

Model Summary

Change Statistics

R
Adjusted R
Std. Error of

R Square

Sig. F

Model
R
Square
Square
the Estimate
Change
F Change
df1

df2
Change

1
.959

.919
.918
1.08361
.919
499.243
5

219
.000

2
.961

.923
.920
1.06978
.003
2.424
4

215
.049

Predictors: (Constant), Perceived usefulness. Perceived ease of use, Attitude, Subjective norm, Perceived
behavioral control

Predictors: (Constant), Perceived usefulness. Perceived ease of use, Attitude, Subjective norm, Perceived

behavioral control, Age

c. Dependent Variable: Intention to use mobile banking

[ 72 ]

Model Summary

Change Statistics

R
Adjusted R

Std. Error of
R Square

Sig. F
Model
R
Square
Square
the Estimate
Change
F Change
df1

df2
Change

1
.959

.919
.918
1.08361
.919
499.243
5

219
.000
2
.960

.922
.919
1.07447
.002
2.247
3

216
.084

Predictors: (Constant), Perceived usefulness. Perceived ease of use, Attitude, Subjective norm, Perceived
behavioral control

Predictors: (Constant), Perceived usefulness. Perceived ease of use, Attitude, Subjective norm, Perceived

behavioral control, Education

c. Dependent Variable: Intention to use mobile banking