Title :	Customer's adoption of mobile banking in Nepalese commercial banks
Material Type:	printed text
Authors:	Situ Tara Bajracharya, Author
Publication Date:	2014
Pagination:	100p.
Size:	GRP/Thesis
Accompanying material:	2/B
General note:	Including bibliography
Languages :	English
Descriptors:	Banks Banks and banking Banks and banking, Mobile Commercial banks Internet banking Mobile commerce Nepal
Keywords:	'mobile commerce  mobile banking  banks and banking  commercial banks  nepal  internetbanking'
Class number:	332.178
Abstract:	Mobile banking is the latest and most innovative service offered by the bank. It refers to provision and aliment of banking and financial services with the help of mobile telecommunication devices. Mobile banking is a term used for performing balance checks, account transactions, payments, credit applications etc. via mobile devices such as mobile phone or personal digital assistant (PDA).It is convenient, simple, secure, anytime and anywhere banking. The viability of the mobile banking channels continues to grow in line with smart phones adoption and proliferation of mobile banking applications. So, the banking industry continues to invest heavily in developing new services and features for mobile banking as banks continue to monitor trends and evaluate the best opportunities for them to strategically invest or partner with key innovators in the space. The major objective of the study is toreveal mechanisms associated with customers’ acceptance of mobile banking services in Nepalese commercial banks. The specific objectives are: to study the influence of demographic variables on mobile banking usage; to investigate the effects of perceived cost on the adoption of mobile banking; to identify the attitude of customers towards the mobile banking system in terms of perceived usefulness; to determine the ease of using mobile banking system; to measure the trust of users on mobile banking system; to determine the quality and quantity of information the customers have on the mobile banking system; to determine the innovativeness and awareness in mobile services adoption; to identify the customers perceived risk towards mobile banking system. Based on the literature reviews, this study has proposed the conceptual framework identifying perceived usefulness, perceived ease of use, perceived risk, service quality, trust, perceived cost and awareness as the most important factors that determine the customers’intention to adopt of mobile banking services in the context of Nepal. The study is based on primary sources of data. The primary sources of data are used to assess the opinion of the respondents regarding the factors influencing customers’ intention to adopt mobile banking. The study is both qualitative and quantitative in nature. The study undertakes descriptive and inferential research design. For the study purpose, 250 structured questionnaires were distributed to different respondents out of which 193 questionnaires were collected through friends circle and relatives. The response rate of the study is 77.2% from different customers of commercial banks. The type of the bank isdivided into three categories: public banks, joint venture banks and government owned banks based on the respondents’ responses. Frequency, chi-square test, Kendall’s tau rank correlation test and descriptive statistics like mode are used for analysis purpose. Cronbach’s alpha is also used for the reliability and validity of the questionnaire so that the result can be accurate and with minimum bias. Cross tabulation on the basis of the strata of the investor is performed in order to test for the significance of the response. The major conclusion of the study is that mobile banking is a new era in banking industry in which banks are spending considerable amount of money to have it available to their customers and to cut their operation costs. Unfortunately, the result shows that large numbers of customers does not use mobile banking for various reasons despite its benefits. The major concern among customers is the safety regarding mobile banking services which forms real obstacles to use the service, followed by network problem and insufficient operating guidance. The study also concludes that people who have adopted mobile banking are young, technically savvy and time-pressured. It shows that younger customers are more interested and eager to use mobile banking than the older ones.But young customers are the ones who are less satisfied with mobile banking. Most of the customers use mobile banking services for account enquiries, alert on account activity, pay electricity and purchase NTC prepaid recharge card. The increase in the use of mobile banking reduces bank visit with reduction in cost efficiency of the bank. There is positive link between perceived usefulness and profession of the mobile banking users. Most of the male users feel mobile banking easy to use. The increasing age have less relation with more positive outcomes in mobile banking. Service quality of mobile banking depends on type of the bank. Most of the user of joint venture bank trust mobile banking as honest services. The perceived cost has negative influence to adopt mobile banking services. Therefore awareness plays a significant role that influence mobile banking services provided by the bank. Thus mobile banking in Nepalese commercial bank has made bank-customer relationship more complex and less personal today.

Customer's adoption of mobile banking in Nepalese commercial banks [printed text] / Situ Tara Bajracharya, Author . - 2014 . - 100p. ; GRP/Thesis + 2/B.
Including bibliography

Languages : English

Descriptors:	Banks Banks and banking Banks and banking, Mobile Commercial banks Internet banking Mobile commerce Nepal
Keywords:	'mobile commerce  mobile banking  banks and banking  commercial banks  nepal  internetbanking'
Class number:	332.178
Abstract:	Mobile banking is the latest and most innovative service offered by the bank. It refers to provision and aliment of banking and financial services with the help of mobile telecommunication devices. Mobile banking is a term used for performing balance checks, account transactions, payments, credit applications etc. via mobile devices such as mobile phone or personal digital assistant (PDA).It is convenient, simple, secure, anytime and anywhere banking. The viability of the mobile banking channels continues to grow in line with smart phones adoption and proliferation of mobile banking applications. So, the banking industry continues to invest heavily in developing new services and features for mobile banking as banks continue to monitor trends and evaluate the best opportunities for them to strategically invest or partner with key innovators in the space. The major objective of the study is toreveal mechanisms associated with customers’ acceptance of mobile banking services in Nepalese commercial banks. The specific objectives are: to study the influence of demographic variables on mobile banking usage; to investigate the effects of perceived cost on the adoption of mobile banking; to identify the attitude of customers towards the mobile banking system in terms of perceived usefulness; to determine the ease of using mobile banking system; to measure the trust of users on mobile banking system; to determine the quality and quantity of information the customers have on the mobile banking system; to determine the innovativeness and awareness in mobile services adoption; to identify the customers perceived risk towards mobile banking system. Based on the literature reviews, this study has proposed the conceptual framework identifying perceived usefulness, perceived ease of use, perceived risk, service quality, trust, perceived cost and awareness as the most important factors that determine the customers’intention to adopt of mobile banking services in the context of Nepal. The study is based on primary sources of data. The primary sources of data are used to assess the opinion of the respondents regarding the factors influencing customers’ intention to adopt mobile banking. The study is both qualitative and quantitative in nature. The study undertakes descriptive and inferential research design. For the study purpose, 250 structured questionnaires were distributed to different respondents out of which 193 questionnaires were collected through friends circle and relatives. The response rate of the study is 77.2% from different customers of commercial banks. The type of the bank isdivided into three categories: public banks, joint venture banks and government owned banks based on the respondents’ responses. Frequency, chi-square test, Kendall’s tau rank correlation test and descriptive statistics like mode are used for analysis purpose. Cronbach’s alpha is also used for the reliability and validity of the questionnaire so that the result can be accurate and with minimum bias. Cross tabulation on the basis of the strata of the investor is performed in order to test for the significance of the response. The major conclusion of the study is that mobile banking is a new era in banking industry in which banks are spending considerable amount of money to have it available to their customers and to cut their operation costs. Unfortunately, the result shows that large numbers of customers does not use mobile banking for various reasons despite its benefits. The major concern among customers is the safety regarding mobile banking services which forms real obstacles to use the service, followed by network problem and insufficient operating guidance. The study also concludes that people who have adopted mobile banking are young, technically savvy and time-pressured. It shows that younger customers are more interested and eager to use mobile banking than the older ones.But young customers are the ones who are less satisfied with mobile banking. Most of the customers use mobile banking services for account enquiries, alert on account activity, pay electricity and purchase NTC prepaid recharge card. The increase in the use of mobile banking reduces bank visit with reduction in cost efficiency of the bank. There is positive link between perceived usefulness and profession of the mobile banking users. Most of the male users feel mobile banking easy to use. The increasing age have less relation with more positive outcomes in mobile banking. Service quality of mobile banking depends on type of the bank. Most of the user of joint venture bank trust mobile banking as honest services. The perceived cost has negative influence to adopt mobile banking services. Therefore awareness plays a significant role that influence mobile banking services provided by the bank. Thus mobile banking in Nepalese commercial bank has made bank-customer relationship more complex and less personal today.