Study of the Factors Affecting Customer Adoption on Mobile Banking in Commercial Banks of Sri Lanka
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Abstract
In the modern world, Mobile Banking concept is most important and it change people's life style also. But in Sri Lankan context, Mobile Banking usage and its adoption is at lower level than the offline banking usage. In order to improve this situation bank must identify what are the factors that influence customer adoption to mobile banking and bank must address directly those factors. The study was done to find the factors influencing customer adoption of mobile banking in Sri Lanka. This study hopes to identify impact of convenience to mobile banking, impact of reliability to mobile banking, impact of accessibility to mobile banking, impact of security to mobile banking and impact of awareness to mobile banking. Questionnaire was used to collect primary data for the study and the researcher used to 120 respondents as sample through the online survey . Secondary data also used for this research such as published data in bank websites, internet sources and documents. The researcher has used customer adoption on mobile banking as dependent variable and convenience, reliability , accessibility , security and awareness as independent variables. The study is used multiple regression analysis to assess the impact of factors influencing to customer adoption on mobile banking and SPSS is used as analysis tool of this research. According to the regression model, the study reveals that the all selected independent variables positively impact to the customer adoption on mobile banking. The recommendation is that bank must address those positively impact factors through their marketing programs. Then the bank will be increased their mobile Banking market space as well as people will be able to consume Mobile Banking facilities and its benefits.
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