Development of mobile banking interfaces using the

Technology Acceptance Model

Qebir SHEMSHI1, Festim HALILI2, Vjollca SHEMSHI2
2
Faculty of Natural Sciences and Mathematics, University of Tetovo, Ilinden n.n., 1200 Tetovo, Republic of North
Macedonia
e-mail: [email protected], [email protected], [email protected]

Abstract

The need to improve customer service and provide efficient banking services has resulted in a
dramatic increase in the use of Information and Communication Technology (ICT) based
solutions in financial institutions.
Mobile Banking is a mobile computing application which provides customers with the support
they need to access their bank accounts and banks anywhere, anytime using a mobile device such
as a mobile phone. Mobile Banking removes space and time constraints from banking activities
such as checking account balances, or transferring money from one account to another. Research
and studies have found that Mobile Banking Applications have become popular in many
different countries and regions, however they are not yet widely used. The model of this study is
mainly based on the Technology Acceptance Model presented by the factors that affect the use
of banking services and continue to deal with electronic banking services.

Key words: mobile banking, Technology Acceptance Model, shërbime bankare, e-banking

1. Introduction
Recently, the financial sector has become one of the liveliest sectors of the economy. This sector
represents major business investments in the field of Information and Communication
Technology (ICT). It is also possible to say that the sector today is the largest body of users of
ICT services and products.
Banks have largely embraced the latest advances in e-banking information technology [1]. E-
banking is a tool in which banking transactions are performed using automated processes and
electronic devices such as personal computers, telephones, fax machines, internet, card
payments, machine automation (ATMs) and other electronic channels. Today, the development
of banks is no longer focused on increasing basic services (money transactions), but on
distribution channels through which self-service platforms are offered to customers [2].
Customers are looking for easy and fast access to information on their banking transactions

2. Fundamentals and Related Work

Based on research conducted by various authors we have used the Technology Acceptance
Model to illustrate and show the relationship that influences the factors that influence banking
services [3]. There is a significant relationship between study model constructs, such as quality
factors, perceived ease of use, perceived usefulness, experience, attitude, purpose of conduct, and
use of mobile banking services. Therefore, the study model has been adapted as follows [4]:

1. Quality factors have a significant positive effect on the perceived ease of the individual.
This factor is divided into three areas [5]:
 a) Quality of information - the quality of information is the result of the information
system. Where previous studies have observed that the quality of information
used is the measurement of systems. On the other hand, the quality of
information: includes an assessment of the effects of using the web. The quality of
perceived information is used in the information perceived by consumers online.
b) Quality of service - The quality of service in the context of offline and online
services has considerable attention. In general, service quality is identified as the
customer comparison between service expectation and service performance.
c) System quality, which refers to the ability of the information system to perform
transactions. System quality measurements are used to measure the performance
of information systems. The supporting functions of an information system are to
measure its quality.
2. Perceived Ease of Use (PEOU) - defined as the degree to which a person believes that
using a particular system would be effortless [5]. Due to the fact that the user will have to
use less effort with a tool which is easy to use, they will be able to make spare efforts to
perform other tasks
3. Experience: The mobile banking experience generally affects a customer's usage, the
degree to which a mobile banking experience affects different customers.
4. Perceived Benefit (PU) - Perceived benefit is defined as the degree to which an individual
believes he or she would benefit from using the banking service. The importance of
perceived utility is widely recognized in the field of electronic banking [6].
5. Attitudes towards use (ATU) - Attitude is an important concept in marketing research and
information systems. Attitude is defined as a positive or negative assessment of people,
events of objects, activities, ideas, or almost anything in the environment.
6. Intentional Behavior (BITU) - Behavioral intent is defined as a measure of the strength of
one's intent to perform a specific behavior. Given the intentions towards using mobile
banking services, it is reasonable to consider the technology acceptance model (TAM)
variables in predicting the intentions of using mobile banking for transactions.
7. Use of Mobile Banking Services - Virtually every step in the proposed process of mobile
banking services requires the customer's attitude and the purpose of the customer
behavior towards the use of banking services, therefore, the argument for the customer's
attitude and intention towards mobile banking significantly affects the use of mobile
banking services and customer perception is an active argument.

3. The purpose of the research

The current methodology of the study is mainly based on the design of a questionnaire that was
distributed to different age groups. 204 respondents participated in this research. To determine
the suitability of the instruments, boundary and identity, the final design of the questionnaire
included 21 questions, also this study was divided into seven dimensions in relation to the
different constructions of the study model:
Dimension (1) Quality factors
Dimension (2) Perceived ease of use
Dimension (3) Experience
Dimension (4) Perceived benefit
Dimension (5) Attitude
Dimension (6) Behavioral intent
Dimension (7) use of mobile banking services

4. Interpretation of results

Table 1 shows the demographic characteristics of the sample. At the beginning it was very
important which people will be part of this research, and the main points are gender, age and
profession. This can be seen more clearly in the following table:

Table 1: Statistics of participants in the questionnaire

The gender distribution of the study subjects was 65.2% female, 34.8% male, from this it can be
seen that female gender dominates with a higher percentage.

Table 2: Gender distribution of study subjects

Age was also a very important factor to assess the interest of the population in the use of E-
banking, and of course minors are more interested in using new technologies from the table1
seen participants with the highest percentage are from the age of 18 -24 with 62.3%, then, we
have 25-35 with 17.6%, 36-46 with 11.8%, 47-57 with 5.9% and over 57 years we are not very
interested with only 2.5%.

Table 3: Determining the age of the questionnaire participants

In order to evaluate in detail and get accurate results, of course, the profession of the respondent
is very important and from the results obtained we have more students, but not bypassing the
other professions as professor, administrator, secretary and driver.

Table 4: Determining the profession of the participants in the questionnaire

In the following we have presented the statistics of the results of the descriptive factor analysis
which are seen in the following table. Many of the statistical methods and techniques are used to
obtain the results and analyses to enter the purpose of this study. In these statistics we have
gained some procedures.
Mean procedure - used to summarize and compare descriptive differences and statistics
between categorical factors or variables [7-9].
Standard Derivation Procedure (Std) - A standard deviation is a number that tells us to what
extent a group of numbers are separated. A standard deviation can go from 0 to infinity. A
standard deviation of 0 means that a list of numbers are all equal.
Standard Deviation is a broad measure of our data dissemination [7-8].
T - Value Procedure - When performing a t test, we usually try to find evidence of a significant
difference between the means or between the averages of a hypothetical value. Larger T values
(either negative or positive) are less likely [7].
Pyetjet Mean Std T - Sig
Value
Dimenzioni i parë: Faktorët e cilësisë
1 - Une mendoj qe sherbimet bankare ofrojne cilesi te 1.65 .894 26.345 .000
informacionit.
2 - Une mendoj qe sherbimet bankare ofrojne cilesi te 1.50 .839 25.381 .000
sherbimit.
3 - Une mendoj qe sherbimet bankare ofrojne cilesi te 1.72 .904 27.053 .000
sistemit qe perdorim.
Dimenzioni i dytë: Lehtësia e perceptuar e
përdorimit (Perceived ease of use)
1 - Të mësosh të përdorësh bankinun celular është e 1.52 .821 26.368 .000
lehtë
2 - Të mësosh të përdorësh bankinun celular është ne 1.18 .542 30.878 .000
dobine time
3 - Përdorimi i bankingut celular do të më ndihmoj në 1.44 .776 26.515 .000
përvojën time
Dimenzioni i tretë: Experience
1 - Bankingu celular është argëtues 2.22 .867 36.608 .000
2 - Produktiviteti i aktiviteteve të mia bankare është 1.79 .899 28.413 .000
përmirësuar në celular
3 - Në celular, është e lehtë të gjesh atë që po kërkon 1.50 .839 25.561 .000
Dimenzioni i katërt: Dobia e perceptuar (Perceived
usefulness)
1 - bankingu celular përmirëson punën time dhe 1.60 .891 25.576 .000
efikasitetin e jetës sime në kryerja e transaksioneve
bankare
2 - bankarimi celular më lejon të marr me lehtësi 1.38 .749 26.184 .000
informacionin që më duhen
3 - Në përgjithësi, bankingu cecular është i dobishëm 1.53 .867 25.205 .000
në kryerjen e transaksioneve të mia bankare
Dimenzioni i pestë: qëndrim (Attitude)
1 - Përdorimi i bankingut celular do të më kursejë kohë 1.16 .495 33.415 .000
2 - Përdorimi i bankingut celular do të jetë i sigurt 2.03 .949 30.639 .000
3 - Përdorimi i bankingut celular do të më kursejë para 1.86 .856 25.876 .000
Dimenzioni i gjashtë: Kontrolli i sjelljes (Behavioral
control)
1 - Unë jam në gjendje të përdor bankarimin celular pa 1.16 .788 26.967 .000
 ndihmë
2 - Përdorimi i bankingut celular do të ishte plotësisht 2.03 .803 26.293 .000
nën kontrollin tim
3 - Unë kam burimet, njohuritë dhe aftësitë për të 1.86 .858 26.769 .000
përdorur bankimin celular
Dimenzioni i shtatë: Miratimi i bankingut celular
1 - Unë do të përdorja m-banking për nevojat e mia 1.26 .656 27.353 .000
bankare
2 - Përdorimi i m-banking për trajtimin e 1.46 .790 26.264 .000
transaksioneve të mia bankare është diçka që do të bëja
3 - Unë mund ta shoh veten duke përdorur m-banking 1.44 .788 25.951 .000
për trajtimin e transaksioneve të mia bankare

Table 5: Statistics of descriptive factor analysis results

The current study aims to adapt the technology acceptance model (TAM) in the use of mobile
banking services by examining several areas related to this topic. For this purpose, a study model
was developed, which included several factors [10]. These factors were divided into seven
dimensions including: quality factors, perceived ease of use, experience, perceived usefulness of
experience, attitude, behavior control, and adoption of mobile banking.
The answers of the studied questionnaire sample consisting of 21 questions were all positive.
The highest value was in question (4) with an average value of (2.22). This refers to the
experience of accepting the use of mobile banking services with a value of (T-value 36.608).

AVE
(Average
Factor variance
Composite
2 2
loading λ 1-λ extracted) reliability
K1 0.819 0.6707428 0.3292571
3 7
K2 0.751 0.5639493 0.4360506 0.5313183 0.64374506
4 6 8 2
K3 0.599 0.3592629 0.6407370
7 3
F1 0.738 0.5446951 0.4553048
6 4
F2 0.723 0.5224505 0.4775494 0.5149317 0.62119795
8 2 3 2
F3 0.691 0.4776494 0.5223505
5 5
D1 0.780 0.6091652 0.3908347
3 7
D2 0.764 0.5832715 0.4167285 0.5196268 0.62773578
1 7
D3 0.605 0.3664437 0.6335562
1 9
M1 0.851 0.7241064 0.2758935 0.663219 0.72315637
3 7 7
 M2 0.776 0.6023326 0.3976673
2 8 5
L1 0.774 0.5985292 0.4014707
2 8 0.5129729 0.4936042
L2 0.654 0.4274166 0.5725833 5 6
8 2
E1 0.689 0.4749527 0.5250472
6 4
E2 0.650 0.4220096 0.5779903 0.4302536 0.49360426
1 9 6 5
E3 0.628 0.3937986 0.6062013
1 9
Q1 0.743 0.5521909 0.4478091
0.50731468
Q2 0.676 0.4575783 0.5424216 0.5048846
5
1 9

Tabl3 6: AVE and CR for the seven dimensions set out

In the table above is sampled AVE and CR for the seven dimensions set out during the research
and we can freely conclude that in long cases we have values above 0.5 and only in one case the
value of AVE is 0.4

5. Conclusion

The mobile banking application ensures the real-time availability of customer transaction
information by enabling access to authorized banking information systems through telephones
inside and outside the banking premises. This will eliminate the long queues that usually result
during bank takeover periods. In addition, the integration of e-banking voice functionality will
help visually impaired people, the elderly and retirees to access their banking transactions in
convenient locations without physically going to the bank premises or using the station and ATM
This study aimed to broaden the understanding regarding the adoption of mobile banking
through the integration of the TAM model. This study is fully operational in line with the general
acceptance of research guidelines.
Thus, future research may consider qualitative approaches including grounded theory or case
study research to understand the depth of factors influencing mobile banking adoption.
Moreover, the use of a longitudinal study in future research will provide more comparative
knowledge of mobile banking adoption over different time periods.

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