Understanding Users’ Intention to Use Mobile Financial Services: A Study in Khulna City

Abstract

Purpose: Mobile Financial Services are such applications of mobile computing which provide customers the support that is needed to access their bank accounts and bank anywhere and anytime using a mobile handheld device such as a mobile phone. Mobile Financial Services remove space and time limitations from banking activities such as checking account balances or transferring money from one account to another. The study tries to understand users’ level of intention to use mobile financial services in Khulna city.
Methodology: Data have been collected from 110 respondents out of which 35 respondents are agents and rest is from different professions. All mobile financial service users in Khulna city have been assumed as population for the study. There has been no demographic barrier for the mobile financial services users to be taken or to be given priority. A structured questionnaire has been administered among the respondents to collect the data. There are 7 variables that have been interviewed among the respondents. These variables are taken from ‘Technology acceptance model’ and ‘Theory of reasoned action’. Correlation and multiple regression analysis are applied to understand the intention of the users.
Findings: The study finds that there are strong relationships among the variables. It also shows that trust has strong relation with intention to use mobile financial services.
Value: Different stakeholders like mobile financial service providers, mobile operators, regulatory authorities, government and others will get benefit from the study.