Mobilie Banking adoption: a novel in the portuguese context

Dissertação apresentada como requisito parcial para obtenção do grau de Mestre em Estatística e Gestão de Informação

Mobile banking (MBanking) is an innovative method for accessing banking services via a channel whereby the customer interacts with a bank via a mobile device (e.g mobile phone or personal digital assistant). This paper attempts to understand the importance and relationship between the rational knowledge, using the task technology fit model (TTF), the empirical knowledge, using the unified theory of acceptance and use technology model (UTAUT) and individual first impressions beliefs, using an initial trust model, on the adoption of MBanking. We found that facilitating conditions, behavior intention, task technology fit, technology characteristics, performance expectancy and initial trust have a significant effect on MBanking adoption. In addition, we found that the overall effect of task technology fit, technology characteristics, performance expectancy and initial trust on behavior intention have an overpowering effect on effort expectancy and social influence. Hence, the importance of the development of a conceptual model that integrates TTF, UTAUT and initial trust to explain MBanking adoption was proven. Our model explained 66.7% of MBanking adoption. The theoretical and managerial implications of these results are discussed.