Abstract:
With the massive investment and efforts contributed in developing the mobile
banking facilities, the varieties of convenient functions invented by mobile
technology has greatly encouraged mobile users to engage in mobile banking services.
This study examined the factors leading to the user acceptance of mobile banking
customers in the commercial banks in Sri Lanka, with specific emphasis on Sampath
Bank PLC. The statistical model was developed based on Davis’s Technology
Acceptance Model (TAM), Innovation Diffusion Theory (IDT) and User Technology
Acceptance User Technology (UTAUT). The random sampling method was used to
collect the data and a questionnaire was administered among 264 mobile banking
customers of Sampath Bank Head Office. Multiple Regression was carried out to find
the impact of Perceived Usefulness, Perceived Ease of Use, Perceived Credibility,
Social Influence and Relative Advantages on User’s Acceptance of Mobile Banking.
The findings show that Perceived Usefulness and Perceived Ease of Use are the
highest influential factors to the user acceptance of mobile banking. The bank should
implement the strategies to provide a better strategic insight in order to design and
implement the mobile banking services that yield higher consumer acceptance in the
Sri Lankan market.
