The intention and continued usage of mobile banking applications in Zimbabwe
| dc.contributor.advisor | Maziriri, E. T. | en_ZA |
| dc.contributor.advisor | Rukuni, T. F. | en_ZA |
| dc.contributor.author | Bepe, Tapiwa | en_ZA |
| dc.date.accessioned | 2023-09-11T10:59:12Z | |
| dc.date.available | 2023-09-11T10:59:12Z | |
| dc.date.issued | 2022 | en_ZA |
| dc.description | Dissertation (M.Com.(Business Management))--University of the Free State, 2022 | en_ZA |
| dc.description.abstract | The increase in competition has led to the growth of the Zimbabwean banking sector through the introduction of mobile banking applications by Zimbabwean banks. Despite the growth, the rate of continued usage of mobile banking applications has been slow. The study sought to predict the intention and continued usage of mobile banking applications in Zimbabwe especially with the increase in usage of the internet as customers seek convenience and paperless banking. Such a study is critical in determining the drivers of continued usage of m-banking applications within the banking industry. Practical implications from the study assist banks to tailor make the m-banking applications to suit the different needs of their customers. The study was grounded on the unified theory of acceptance and use of technology model, the technology acceptance model, the theory of planned behaviour model and the user experience model. Part of the empirical objectives of the study was to determine the impact of effort expectancy, social Influence, perceived enjoyment, user experience and perceived interaction on the intention to use mobile banking applications in Zimbabwe and to assess the impact of perceived risk and perceived trust on the intention to use and continued usage of mobile banking applications in Zimbabwe. Data were collected from 377 users that had used any mobile banking applications from any Zimbabwean bank in the past year. The Statistical Package for Social Science (SPSS) was used to analyse the results and SmartPLS was used to test and assess the validity of the hypothesised relationships in the model. The study sought to test twelve hypotheses, and of the twelve hypotheses tested, nine were significant. Of the constructs tested, effort expectancy and perceived interaction had the most influence on the intention to use m-banking applications, whilst loyalty as an outcome variable was the most significant compared to electronic word-of-mouth. The results indicated that effort expectancy, perceived enjoyment and perceived interaction were empirically supported, whilst social Influence and user experience were not statistically supported. Furthermore, the results showed that customers' continued usage of mobile banking applications on electronic word-of-mouth and loyalty were statistically significant. Perceived risk on the intention and continued usage of mobile baking applications was empirically supported. Whilst, perceived trust on the continued usage of mobile banking applications was empirically supported. However, perceived trust on the intention to use mobile banking applications was not empirically supported. | en_ZA |
| dc.identifier.uri | http://hdl.handle.net/11660/12172 | |
| dc.language.iso | en | en_ZA |
| dc.publisher | University of the Free State | en_ZA |
| dc.rights.holder | University of the Free State | en_ZA |
| dc.subject | Mobile banking application | en_ZA |
| dc.subject | intention to use | en_ZA |
| dc.subject | continued usage | en_ZA |
| dc.subject | Zimbabwe | en_ZA |
| dc.subject | banks | en_ZA |
| dc.title | The intention and continued usage of mobile banking applications in Zimbabwe | en_ZA |
| dc.type | Dissertation | en_ZA |
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