Predicting Acceptance And Loyalty Of M Banking In Pak-China Bank Customers

Mobile banking(m banking)is the breakthrough technology in banking sector which has significantly improved banks efficiency and people's quality of life.Banks seem really interested in such systems to provide their customers with better services.However,acceptance and loyalty of m banking depends on how effectively banks motivate their customers to adopt the technology and retain their continued use.The adoption rate in Pak-China is very low and quite a few studies have attended issues related to m banking.Therefore,purpose of this study is to examine factors that affect m banking adoption and usage intentions of Pak-China banks customers.The proposed models have extended technology acceptance model(TAM).Data were collected through field survey questionnaires from top five bank customers in Pakistan and China,incorporating both users and non users.SEM was used to analyze data collected from Pak-China top five bank customers.Results revealed that awareness,initial trust,compatibility and perceived risk were the core barriers that stood out as obstacles to adoption and usage of m banking in Pakistan.It was also approved that having fixed these core barriers would outcome in existing users'continuity intent besides raising new users' inclination towards m banking.However the results in Chinese context showed that acceptance and loyalty of m banking was significantly and positively affected by resistance to change,perceived risk and low awareness of services and perceived benefits.The results will be useful to retain existing users and attract new ones.There is not a unified position concerning adoption and usage blockades.Factors differ with contexts,markets,time and kinds of innovations.However,this study has unveiled the core barriers which have so far impeded the adoption and usage of m banking.This study is unlike past studies that merely studied students in specified jurisdiction,sms banking and initial adoption or technological aspects of m banking.This study also provides Pak-China banks with applicable strategies to effectively design and implement m banking thus;it is expected to potentially contribute prevailing literature especially in the context of Pak-China where a few studies prevail,addressing m banking acceptance and loyalty.