Factors Influencing the Adoption of Mobile Phone Banking by Customers in Tanzania: A case of Crdb PLC in Mwanza.
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ABSTRACT
With the emergency of banking services and mobile technologies, users are able to conduct
banking services at any place and at any time through mobile phone banking. This research
examines the factors influencing the adoption of mobile phone banking by customers in
Tanzania, a case of CRDB Bank plc in Mwanza city with a special focus on the profile of mobile
phone banking users, perceived trust, and perceived risk, perceived usefulness and perceived
ease . The research model includes the original variables of extended technology acceptance
model (TAM2).
Data for this study was collected on the independent variable, which was factors influencing
adoption, and that of the dependent variable, which was adoption of mobile phone banking
services. The relationship between the two variables was investigated in order to determine the
strength of their relationship and the coefficients of determination existing between them.
Distribution of questionnaires to mobile phone banking users enables to identify factors
influencing the adoption and relationship between factors influencing adoption of mobile phone
banking services.
The results of the data analysis contributes to the body of knowledge in the area by
demonstrating that context specific factors such as service quality and service awareness are
influencing user perceptions and intentions about the usefulness of mobile phone banking.
Secondly, the study demonstrates, on the example of mobile banking, how a hybrid approach
involving qualitative data collection and a subsequent quantitative survey can help investigate
how user perceptions about risks and trust. Although the study has its limitations, the
implications of the results allow providing practical recommendations to the banking industry,
and directions for further work
Keywords
Mobile Banking: Crdb Bank