TITLE:
Factors Affecting Adoption and Use of Mobile Banking Services in Zambia Based on TAM Model
AUTHORS:
Lute Sakala, Jackson Phiri
KEYWORDS:
Adoption and Use, m-Banking Services, TAM Model, Zambia
JOURNAL NAME:
Open Journal of Business and Management,
Vol.7 No.3,
July
26,
2019
ABSTRACT: The aim of the study was to identify the factors that affect the adoption
and use of mobile banking services in Zambia based on the Technology Acceptance
Model. Mobile banking a product offered under electronic banking services was
the focus of the study. A quantitative research design was used, with a sample
size of 384 respondents who held retail savings and current accounts that were
eligible for mobile banking services in three commercial banks. A survey
questionnaire was used as the primary data collection tool and the data
collected was analysed using the IBM SPSS statistics. The results of study were that
there is a significant positive relationship between perceived ease of use,
perceived usefulness, user attitude, external variables, user intention and
system use. The regression results further showed that, the independent
variables in the TAM model, perceived ease of use, perceived usefulness, external factors, user
attitude and user intention account for 47% of the variance in the factors that
determine the use of electronic banking technologies such as mobile banking.
The study recommends that commercial banks and the providers of mobile banking
services need to improve the perceived ease of use, perceived usefulness,
external factors; and promote positive user attitude and user intention. This
would result in improved adoption and use of mobile banking services. They
should also provide information on how to access and use these services.