The influence of website quality on m-banking services adoption in Bangladesh: Applying the UTAUT2 model using PLS

Mobile banking is considered one of the newest technologies which can increase the performance of services conducted by the banks. In today's age mobile banking services have become the most important way for the financial transaction than ever before. Here, we proposed a model that extended the original UTAUT2 model with website quality to know the influences of m-banking services adoption of Bangladeshi consumer. The aim of the paper is to discuss on the effects of website quality on the m-banking services adoption with more accessible, accurate, real-time and high-quality services. Mobile banking can play a vital role and encourage people to adopt this services in Bangladesh. In this research, data have been collected by questionnaire survey and the respondents were the students, job holders from the diverse field of employment. This paper analyzed by applying partial least squares (PLS) and using the bootstrapping method with 115 and 300 samples respectively. The study found that effort expectancy, and social influence, facilitating conditions were the most significant antecedents of behaviour intention. Moreover, the results do not confirm the importance of website quality to adopt the m-banking services and the findings of this paper help Bangladeshi Governments and private banks to take proper initiative to emphasis on this specific area to motivate the Bangladeshi customers to adopt more m-banking services. As a result, consumers can transact more frequently with a low involvement of risk.

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