Interaction perspective in mobile banking adoption: The role of usability and compatibility

Abstract

Mobile banking is one of the latest electronic banking channels that provide financial services through information and communication technologies. Although it offers numerous benefits, many Indonesian banks face problem of low mobile banking adoption. A study on what makes customer fully accept mobile banking can help banks develop effective strategies to answer this problem. This study examines mobile banking adoption from an interaction perspective. The purpose of this study is to investigate the interaction between individual and technology, specifically the role of usability and compatibility on mobile banking adoption. Based on literature study on technology adoption, mobile banking adoption, usability and compatibility literatures, a research model is proposed. There are 5 constructs examined, i.e. satisfaction, perceived usefulness, perceived ease of use, perceived learnability and compatibility; the relationship of the constructs and their effects on intention to continue using mobile banking are examined. The results indicate that intention to continue using mobile banking is significantly determined by compatibility and satisfaction. The results also show perceived ease of use and perceived learnability are different constructs and have different roles on explaining satisfaction.