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Theory

Author

Objective/ IV/ DV

(Kumari
Kahandawa
and
Janaka
Wijayanayake,
(2014)

The study consists of usefulness,

ease of use, relative advantages,
perception of risk and users life
style and current needs.
IV- Customer satisfaction
DV- Perception, current needs,
ease to use

Dr. Shamsher The present study aims to explore

Singh (2014)
the customer perception on the
different dimensions of mobile
banking based on respondents
perception on various mobile
banking applications.
IV-customer perception
DV-quality dimensions

Md
Nahin The objective is to investigate the
Hossain
and relationship between quality of
Md
Yahin service (reliability, responsiveness,
Hossain
assurance, empathy, tangibles) and
customer satisfaction and secondly
the impact of quality, switching
cost, trust and demographic
environment on the action loyalty
of customers.
IV-customer loyalty
DV-switching
cost,
trust,
demograhic

Method

Finding

Innovation
Diffusion
Theory
(IDT)

Data
Collection
And Analysis

The study revealed that

mobile banking services
customer satisfaction is
influenced
by
usefulness, ease of use,
relative
advantage,
perception on risk and
user lifestyle and current
needs of customers.

Nunnaly, J.
(1978).
Psychometric
theory.

The research
and statistical
tools
employed in
this study are
factor
analysis, and
ANOVA
(Analysis of
Variance).
The
study
needs primary
data
and
therefore
questionnaire
was used to
collect
information.
Quality
of
service was
measured in
terms
of
reliability,
responsivenes
s, assurance
empathy and
tangibility
based on the
scale

The results based on

gender and income of
the
respondents
indicates that safety
aspects
of
mobile
banking are the prime
concern of the
respondents.

To
investigate
the
relationship
between
service quality and
customers satisfaction,
correlation
(Pearson
product-moment
correlation) and multiple
regression models was
used.

developed by
Zethaml and
Bit
Nee
(1996).
Agbemabiese
George
Cudjoe,
Patrick Amfo
Anim,
Joseph Gerald
Nii
Tetteh
Nyanyofio

1)
Investigate
consumers Innovation
knowledge about mobile banking Diffusion
in Access Bank and its comparison Theory
with the current
adoption rate;
2)
Ascertain
the
factors
influencing consumer behaviour
adoption of mobile banking in
Access Bank;
3) To examine how customers
perceive mobile banking initiative
to be functioning in Access Bank.
IV- Consumer Behavior Adoption
DV-Awareness,
perceived
usefulness,
ease
of
use,
compatibility, social influence.
The research outcomes have
served to broaden the knowledge
into the distinguishing influences
of major communication channels
on customers beliefs and intention
to adopt new banking services.
IV- individuals behavioural

Purposive
sampling
technique
-This method
was selected
to enable the
researchers to
target specific
customers of
Access Bank
who were in
position
to provide the
information
needed for the
study
Huang Thi
This
study
Thanh Tran
employed a
and James
combination
Corner (2014)
of
both
qualitative
and
quantitative
research
DV- perception, satisfaction
approaches
with
an
exploratory
sequentialbres
earch design
in two major
phases:
focus groups;
Sylvie Laforet This study offers an insight into Using
The
and Xiaoyan online/mobile banking in China, Theory
of demographic,
Li (2004)
which has not previously been Reasoned
attitudinal and
investigated. Distinct differences Action
to behavioural

The result of Usefulness

of Mobile Banking
Service and Its Impact
on Usage

The most significant

influential factor of
usage intention was
perceived usefulness,
followed by perceived
credibility and perceived
costs.
Face-to-face
communication
with
bank staff and close
acquaintances
was
perceived as the most
reliable and persuasive
sources of bankingrelated information.

The results showed

Chinese online and
mobile bank users were
predominantly
males,

and common trends between

Chinese and other countries were
observed with clear indication of
marketing strategy to be deployed
by the service providers.
IV-customer satisfaction

Model
the
Patronisation
Behaviour of
Banks
Customers

characteristics
of
online
and
mobile bank
users
were
examined.

not necessarily young

and highly educated, in
contrast
with
the
electronic bank users in
the West. The issue of
security was found to be
the most important
factor that motivated
Chinese

Innovation
Diffusion
Theory
(IDT)

Structured
questionaire
s were used
to obtain
data drom
the
respondents
.

The result of
studying the factors
affecting adoption of
Mobile Banking.

DVperception,expectation,reaction
Roselyne
Akinyi
Oluoch

To identify the factors

affecting adoption of Mbanking technology by bank
customers in Kenya.
IV- Customer Loyalty
DV- usefulness, ease of use,
perceived risk

Issac Mokono
Abuga
and
Micheal
Nyasimi
Manyange

Effectiveness of mobile banking The Theory

services in selected commercial Of Perceived
banks in Rwanda
Risk (TPR)
IV- Good service M-Banking
DVmodern
technology,
competitive, security, fast.

Strengthening
issues
concerning security and
privacy in mobile banking;
put in place promotion and
sensitization programs for
mobile banking services, as
well as to adopt new and
modern technology that
meets the demands of ever
changing trends of mobile
banking services.

F.I Anyasi
and P.A.
Otube

Some of the other outcomes of the

revolution in the banking industry
are minimum balance alerts,
account balance enquiry, account
statement enquiry, cheque status
enquiry, cheque book request and
bill payment alerts. The last time
that technology has a major impact
in helping banks services their
customers
was
with
the

The
emergence
of
mobile
banking
technology systems has
implications for the
general
discussions
about mobile telephony
in the developing world.

Determined
through OneWay ANOVA.
Descriptive
design
involving
both
qualitative
and
quantitative
approaches
was
employed.
The
Structured
significance
questionaires
of
mobile were used to
communicati obtain
data
ons in the drom
the
developing
respondents.
world
has
focused on
voice
and
text

introduction of the
banking.
IV- Customer Loyalty

internet messaging,

DV- Usefulness, ease to use,

security,fast

Hernan E.
Riquelme and
Rosa E.Rios

To test the factors that can

influence adoption of mobile
banking among current users of
internet banking in Singapore and
gender as a moderating variable.
IV-customer satisfaction
DV- Perception of risk, ease of
use, usefulness

Theory
of
innovation
(Rogers,1983
), theory of
planned
behavior.

A sample of
more than 600
current users
of electronic
banking
provided
opinions
about their
intention to
use mobile
banking,
perceptions of
relative
advantage of
the mobile
device,
perception of
risk, social
norms, ease of
use and
usefulness of
the device for
banking
purposes. The

Usefulness, social
norms and social risk, in
this order, are the factors
that influence the
intention to adopt
mobile banking services
the most. Ease of use
has a stronger influence
on female respondents
than male, whereas
relative advantage has a
stronger effect on
perception of usefulness
on male respondents.
Social norms (or the
importance of others in
the decision), also
influence adoption more
strongly among female
respondents than male

data were
submitted to
LISREL for
structural
equation
modeling.
Muslim Amin,
Sajad
Rezaei,Marya
m
Abolghasemi

to investigate the impact of

perceived usefulness (PU),
perceived ease of use (PEOU) and
trust
on
mobile
website
satisfaction.
IV- Customer Satisfaction
DV- Ease of use, usefulness,
trust

Theory
reasoned
action (TRA)
and Theory
of planned
behavior
(TPB)

valid
questionnaires
were collected to
empirically
test the research
model. Structural
equation
modeling (SEM)
was performed
to evaluate the
reliability
and
validity of the
measurement
model
and
structural
models.

The results show that

there is a positive
relationship
between
PEOU, PU and mobile
users satisfaction. PU is
positively related to
trust and mobile users
satisfaction. Moreover,
trust
positively
influences mobile users
satisfaction.