(Luận văn) factors affecting behavioral intentions toward mobile banking usage, a study of banking customers in ho chi minh city

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business t to ng hi ep w n Nguyen Khac Duy lo ad ju y th yi pl n ua al FACTORS AFFECTING BEHAVIORAL INTENTIONS TOWARD MOBILE BANKING USAGE: A STUDY OF BANKING CUSTOMERS IN HO CHI MINH CITY n va ll fu oi m at nh z z k jm ht vb ID: 60340102 om SUPERVISOR: Dr Nguyen Thi Nguyet Que l.c gm MASTER OF BUSINESS (Honours) an Lu n va ey t re Ho Chi Minh City – Year 2012 [2] ACKNOWLEDGEMENT t to At the first of my thesis, I would like to thank all those people who made ng this thesis possible and an unforgettable experience for my studying hi ep Foremost, I would like to express my sincere gratitude to my supervisor, Dr Nguyen Thi Nguyet Que, for the continuous support of my MBUS study and w n research, for her patience, motivation, enthusiasm, and immense knowledge Her lo ad guidance helped me in all the time of research and writing of this thesis y th Besides my supervisor, I would like to thank the rest of my thesis ju yi committee: Prof Nguyen Dong Phong, Prof Nguyen Dinh Tho, and Dr Tran Ha pl Minh Quan, for their encouragement, insightful comments, and hard questions ua al I thank my classmates in ISB MBUS 2010 encourage and support me n n va complete this thesis Completing this work would have been all the most difficult ll fu were it not for the support and friendship provided by the members of University oi m of Economics Ho Chi Minh City - International School of Business at nh Last but not the least; I would like to thank my family I must express my gratitude to Nguyen Thi Hong Hiep, my wife, for her continued support and z z encouragement I also wish thank all those people who spent through their time vb k Ho Chi Minh City, December 18, 2012 jm ht and generous support made this thesis project a dream come true om l.c gm NGUYEN KHAC DUY an Lu n va ey t re [3] ABSTRACT t to Mobile phones with banking technology are becoming more readily ng available in Vietnam Similarly, many financial institutions and mobile phone hi ep service providers are teaming up to provide several banking services to customers via the mobile phone However, the number of people who choose to w adopt or use such technologies is still relatively low Therefore, there is a need to n lo assess the acceptance of such technologies to establish factors that hinder or ad y th promote customer‟s intention to use mobile banking (MB) Technology ju Acceptance Model (TAM) and Theory of Planned Behaviour (TPB) are the base yi pl models in order to investigate the customers‟ intention to use mobile banking ua al services in Ho Chi Minh City (HCMC) A questionnaire with five-point Likert n scale is survey to 400 target respondents This research combines the variables n va (1) “perceived usefulness”, (2) “perceived ease of use”, (3) “attitude”, (4) ll fu “subjective norm”, and (5) “Perceived behavioral control” in a proposed model oi m to reflect consumer‟s intention to use mobile banking Results indicate that at nh perceived usefulness, perceived ease of use, subjective norm, and perceived behavioral control are significant with respect to the customer‟s intention to use z z mobile banking services In constrast with previous studies, attitude was not vb jm ht significant in explaining mobile banking adoption In summary, perceived behavioral control contributes the most in explaining the factor of intention to k gm use mobile banking The results of the data analysis contributes to the body of l.c knowledge by demonstrating that the above factors are critical in intention to use om mobile banking in a developing country context The implications of the results commercial banks, and directions for further work an Lu form a good basis for providing practical recommendations to leaders of n va ey t re [4] TABLE OF CONTENTS t to ACKNOWLEDGEMENT ng ABSTRACT hi ep LIST OF FIGURES w LIST OF TABLES n lo CHAPTER 1: INTRODUCTION Research background ju y th 1.2 ad 1.1 Overview of electronic banking market in Ho Chi Minh City yi E-banking services 1.2.2 Advantages of e-banking services 11 1.2.3 Difficulties in implementing e-banking services 12 pl 1.2.1 n ua al n va fu Problem statement 13 1.4 Research objective 14 1.5 Research scopes and limitations 15 1.6 Research implications 15 1.7 Thesis structure 16 1.8 Summary 17 ll 1.3 oi m at nh z z k jm ht vb gm CHAPTER 2: LITERATURE REVIEW 18 l.c 1.1 Theoretical background 18 om Technology Acceptance Model 18 1.1.2 Theory of Planned Behavior 19 an Lu 1.1.1 CHAPTER 3: METHODOLOGY 25 ey Summary 24 t re 1.3 n Research model and hypotheses 20 va 1.2 [5] 3.1 Research design 25 3.2 Development of questionnaire 26 t to ng 3.2.1 Measurement scales 26 ep 3.2.1.2 Measure of Attitude 27 3.2.1.3 Measure of Subjective norms 28 3.2.1.4 Measure of Perceived Behavioural Control 29 3.2.1.5 Measure of Intention to use mobile banking 29 w Measure of Perceived usefulness and Perceived ease of use 26 ad hi 3.2.1.1 n lo ju y th yi Draft questionnaire 30 pl 3.2.2 al Pilot study 30 3.4 Sample method 31 3.5 Questionnaire administration 32 3.6 Data analysis methods 32 n ua 3.3 n va ll fu oi m nh Reliability 32 3.6.2 Exploratory Factor Analysis (EFA) 33 3.6.3 Multiple regression analysis 33 at 3.6.1 z z jm ht vb 3.7 Summary 34 k gm CHAPTER 4: DATA ANALYSIS AND RESULTS 35 l.c Descriptive analysis 35 4.2 Measure assessment 36 om 4.1 an Lu 4.2.2 Exploratory Factor Analysis (EFA) 38 4.4 Testing the effect of demographic variables 44 4.5 Summary 44 ey Hypotheses testing 41 t re 4.3 n Reliability analysis 36 va 4.2.1 [6] CHAPTER 5: CONCLUSION 46 t to ng hi ep 5.1 Overview 46 5.2 Main findings 46 5.3 Practical implications 47 5.4 Theoretical implications 47 w n Limitations 48 lo 5.5 ad y th APPENDICES 52 ju APPENDIX 1: QUESTIONNAIRE 52 yi pl APPENDIX 2: DESCRIPTIVE STATISTICS 56 al n ua APPENDIX 3: CRONBACH‟S ALPHA RELIABILITY ANALYSIS 58 n va APPENDIX 4: INTER-ITEM CORRELATION MATRIX 61 ll fu APPENDIX 5: THE FIRST-TIME RUNNING FACTOR ANALYSIS – EIGENVALUES (FOR INDEPENDENT VARIABLES) 62 oi m at nh APPENDIX 6: THE FIRST TIME RUNNING – FACTOR LOADING 63 APPENDIX 7: THE SECOND TIME RUNNING – EIGENVALUES 65 z z ht vb APPENDIX 8: THE SECOND TIME RUNNING – FACTOR LOADING 66 k jm APPENDIX 9: THE FIRST TIME RUNNING – EIGENVALUES AND FACTOR LOADING (FOR DEPENDENT VARIABLE) 67 gm APPENDIX 10: MULTIPLE REGRESSION 68 l.c om APPENDIX 11: CHARTS OF TESTING HYPOTHESES 69 an Lu APPENDIX 12: AFFECTING OF DEMOGRAPHIC VARIABLES 71 n va ey t re [7] LIST OF FIGURES Figure 1: Technology Acceptance Model 14 t to ng Figure 2: Theory of Planned Behaviour 16 hi ep Figure 3: The proposed research model with hypotheses 17 w Figure 4: Research process 22 n lo ad ju y th yi LIST OF TABLES pl ua al Table 1: Figure of e-banking services of 15 commercial banks in HCMC 10 n Table 2: Scale of Perceived usefulness and Perceived ease of use 27 va n Table 3: Scale of Attitude 28 fu ll Table 4: Scale of Subjective norms 29 oi m at nh Table 5: Scale of Perceived Behavioural Control 29 Table 6: Scale of Intention to use mobile banking 30 z z ht vb Table 7: Cronbach‟s alpha reliability coefficient 33 k jm Table 8: Descriptive statistic of respondent‟s characteristics 36 l.c gm Table 9: Reliability analysis for each factor 38 Table 10: Key dimensions, items 41 om Table 11: R Square Value (R2) 43 an Lu Table 12: ANOVA 43 n va Table 13: Beta Coefficient 43 ey t re Table 14: Creating and recoding variables 45 [8] CHAPTER 1: INTRODUCTION t to The introduction chapter identifies the research background, present the ng problem statement, and introduce the research objectives as well as the scope of hi ep research Futhermore, the research implications is also outline 1.1 Research background w n lo Mobile banking is an innovative service, which has been perpetuated by ad the development and diffusion of the mobile communication technology Mobile y th banking is defineded as “the financial services delivered via mobile networks and ju yi performed on a mobile phone” (Bangens & Soderberg, 2008, p.26) This service pl provides much convenience and promptness to the banks‟ customers along with al n va mobile services n ua cost savings Many banks are interested in expanding their market through ll fu Traditionally, the most widespread method of conducting banking oi m transactions has been through offline retail banking Mobile banking, however, is nh the recent trend in banking transition and holds a bright future that is promising at over and above the one brought by electronic banking (e-banking) Mobile z z banking provides personalized, anytime - anywhere banking services thus vb ht making it the future of banking In the last several years, several commercial k jm banks in Vietnam have introduced and diffused some mobile banking systems l.c gm The world economy is going through a crisis period Consumers of today are highly sophisticated and their need for personalized service is ever increasing om by the day The digital age customers now require banking services serve to them an Lu anywhere they are indispensable ey understand the factors influencing intention to use mobile banking services is t re level is marginally insignificant (Amin, 2007, p.31) Hence, the need to n countries, mobile banking is yet to gain acceptance on a wide scale and adoption va As an emerging technological innovation, especially in the developing [9] 1.2 Overview of electronic banking market in Ho Chi Minh City So far, all commercial banks have built core-banking system, which t to ng connects online system The commercial banks have same level of investment in hi technology, because the same solutions and network infrastructure Therefore, ep the commercial banks can launch e-banking services similar to each other w n 1.2.1 E-banking services lo ad Currently, the commercial banks in HCMC have developed banking y th services via e-banking with convenient Many new payment services and value- ju yi added utilities was, promoted for payment services, create competitive advantage pl among the banks Therefore, the banks have focused on technology, al n ua infrastructure effectively to serve the best payment services via e-banking, with va the expanding scope to serve businesses and individuals customer Practical n figures in HCMC shows, to the end of 2011, there were 111,861 customers are fu ll businesses and individuals who use payment services through e-banking, with the m oi number of transactions through this channel during the year 2011 reached nh 1,732,654 transactions, total transaction value of 49,436 billion VND (data from at z the State Bank of Viet Nam - Branch Ho Chi Minh City) z vb E-banking services also vary as (1) Internet banking for businesses and ht jm individual customers (transfers in and out of the system, the inter-bank transfer k through CITAD ); (2) Mobile banking: SMS Banking (account balance gm l.c inquiries, automatic SMS when there is a change in account ), Mobile banking telephone payment,etc) om (money transfer, bill payment ); (3) Phone banking (payment of school fees, an Lu The commercial banks is cooperating with partners in the implementation n va of electronic payment services in order to reduce banking transaction costs, Customers not need go to the bank, but can make the payment transaction at ey the bank‟s cost in payments via papers, making it convenient for customers t re increased competition and improve the quality of services This also helps reduce [ 10 ] home At the same time, the banks are also actively working with technology partners to provide security services, ensure the safety of customer and bank t to assets ng hi Table – Figure of electronic banking services of 15 commercial banks ep in Ho Chi Minh City (Report of the State Bank of Viet Nam - Branch Ho Chi w Minh City on December 31, 2011) n lo ad Number of transactions y th Items (items) / Value (million ju yi VND) pl 7.561 ua al The number of enterprise customers using n payment via internet banking services va 73.644 n The number of individual customers are using ll fu services paid via internet banking oi m 17.437 at nh The number of individual customers using payment services via mobile banking z z 13.219 ht vb The number of customers using payment services k jm via other electronic banking gm The number of payment transactions of business 325.846 27.120.937 customer via internet banking t re of payment transactions ey customers via internet banking Value n 1.056.905 va The number of payment transactions individual an Lu Value of payment transactions of business om l.c customer via internet banking individual 21.821.640 [ 58 ] APPENDIX 3: CRONBACH’S ALPHA RELIABILITY ANALYSIS t to Reliability Statistics ng N of Items 625 hi Cronbach's Alpha ep w Item-Total Statistics n lo ad Scale Variance if Corrected Item- Cronbach's Alpha Item Deleted Total Correlation if Item Deleted 17.07 2.941 458 533 17.34 2.726 603 459 yi 3.433 207 652 3.067 291 622 3.051 382 570 ju PU02 y th PU01 Scale Mean if Item Deleted 17.78 PU04 17.12 PU05 17.70 pl PU03 n ua al n va Reliability Statistics oi m 652 ll N of Items fu Cronbach's Alpha nh at Item-Total Statistics z Scale Variance if Corrected Item- Cronbach's Alpha Item Deleted Total Correlation if Item Deleted z PU02 13.37 1.975 614 PU04 13.14 2.051 403 PU05 13.72 2.326 342 867 643 n va N of Items 610 an Lu Cronbach's Alpha 461 om Reliability Statistics 608 l.c 396 gm 2.267 k 13.10 jm PU01 ht vb Scale Mean if Item Deleted ey t re [ 59 ] t to Item-Total Statistics ng Scale Mean if Item Deleted hi Cronbach's Alpha if Item Deleted 4.069 569 886 PEU07 11.52 3.471 779 804 PEU08 11.24 3.769 792 805 PEU09 11.46 3.353 753 817 10.95 n ep PEU06 Scale Variance if Corrected ItemItem Deleted Total Correlation w lo ad y th ju Reliability Statistics yi n ua al 885 N of Items pl Cronbach's Alpha n va Item-Total Statistics Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted 740 871 1.838 798 823 ATT12 7.32 2.012 804 813 z 7.08 at ATT11 nh 2.255 oi 7.57 m ATT10 ll fu Scale Scale Mean if Variance if Item Deleted Item Deleted z vb N of Items 846 k Cronbach's Alpha jm ht Reliability Statistics l.c gm Item-Total Statistics om Scale Variance Corrected Item- Cronbach's Alpha if Item Deleted Total Correlation if Item Deleted 807 SN14 16.12 7.574 824 780 SN15 15.80 8.310 573 833 SN16 16.67 9.554 473 847 SN17 16.40 8.678 715 810 SN18 16.04 8.578 530 841 ey 701 t re 7.502 n 16.63 va SN13 an Lu Scale Mean if Item Deleted [ 60 ] Reliability Statistics N of Items 848 t to Cronbach's Alpha ng hi ep Item-Total Statistics w Scale Variance if Item Deleted 11.09 3.188 692 808 10.37 3.261 582 849 11.50 2.644 769 770 2.770 720 793 n Scale Mean if Item Deleted lo PBC19 ad PBC20 PBC22 ju y th PBC21 10.95 Corrected Item- Cronbach's Alpha Total Correlation if Item Deleted yi pl ua al Reliability Statistics N of Items 901 n Cronbach's Alpha n va fu ll Item-Total Statistics m Scale Variance if Item Deleted INT23 6.90 2.124 INT24 7.19 1.995 INT25 7.39 2.248 oi Scale Mean if Item Deleted at nh Corrected ItemTotal Correlation Cronbach's Alpha if Item Deleted 887 856 811 z 771 z vb 787 872 k jm ht om l.c gm an Lu n va ey t re [ 61 ] APPENDIX 4: INTER-ITEM CORRELATION MATRIX t to ng hi ep w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm an Lu n va ey t re [ 62 ] APPENDIX 5: THE FIRST-TIME RUNNING FACTOR ANALYSIS – EIGENVALUES (FOR INDEPENDENT VARIABLES) t to ng KMO and Bartlett's Test hi Kaiser-Meyer-Olkin Measure of Sampling Adequacy ep Bartlett's Test of Sphericity Approx Chi-Square 3612.436 w n df 210 Sig .000 lo ad Total Variance Explained y th Rotation Sums of Extraction Sums of Squared Loadings Squared Loadingsa ju Initial Eigenvalues yi % of Total Cumulative pl Factor 752 Variance % 32.124 2.862 13.629 2.549 12.140 1.709 % Total 6.475 30.834 30.834 4.430 45.753 2.590 12.332 43.166 3.872 57.893 2.287 10.888 54.054 3.619 8.139 66.033 1.441 6.861 60.916 2.926 1.591 7.576 73.609 1.223 5.825 66.740 4.684 1.009 4.803 78.412 3.486 70.226 2.530 753 3.587 81.999 686 3.266 85.266 582 2.773 88.038 10 430 2.049 90.087 11 387 1.844 91.931 12 302 1.440 93.371 13 238 1.134 94.504 14 227 1.079 95.584 15 202 961 96.544 16 184 877 97.421 17 148 703 98.124 18 132 629 98.753 19 106 504 99.256 20 085 405 99.662 21 071 338 100.000 n va n Variance 32.124 ua 6.746 Cumulative fu al Total % of ll oi m at nh z z k jm ht vb om l.c gm an Lu n va ey t re Extraction Method: Principal Axis Factoring .732 [ 63 ] KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy t to Bartlett's Test of Sphericity 752 Approx Chi-Square 3612.436 ng df 210 hi ep a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance w APPENDIX 6: THE FIRST TIME RUNNING – FACTOR LOADING n lo (FOR INDEPENDENT VARIABLES) ad ju y th Pattern Matrixa yi 239 -.261 728 206 670 ua al PU01 PU02 pl Factor -.313 n 248 781 PEU09 910 -.223 at PEU08 nh 880 328 923 708 SN15 981 290 860 SN17 889 798 866 409 379 PBC22 591 Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization .287 ey 794 t re PBC21 n PBC20 -.395 va PBC19 an Lu 230 om SN16 l.c SN14 gm 673 k SN13 jm ATT12 ht 891 vb ATT11 z 771 z ATT10 SN18 299 oi PEU07 281 m 479 251 ll PEU06 -.252 fu 527 n PU05 562 va PU04 [ 64 ] Pattern Matrixa Factor t to ng hi PU01 ep PU02 239 -.261 728 206 670 -.313 248 PU04 w 527 PEU06 479 n PU05 lo ad PEU07 -.223 910 328 771 al 891 ua 923 n ATT12 781 pl ATT11 SN15 981 290 ll 708 fu SN14 n 673 va SN13 889 798 at 230 nh SN17 oi 860 m SN16 SN18 299 880 yi ATT10 251 281 ju PEU09 -.252 y th PEU08 562 -.395 z 409 vb PBC20 866 z PBC19 379 PBC22 591 om l.c gm a Rotation converged in iterations .287 k 794 jm ht PBC21 an Lu n va ey t re [ 65 ] APPENDIX 7: THE SECOND TIME RUNNING – EIGENVALUES (FOR INDEPENDENT VARIABLES) t to ng KMO and Bartlett's Test hi ep Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 724 2900.191 w 153 Sig .000 n df lo ad ju y th Total Variance Explained Rotation Sums of yi Extraction Sums of Squared Loadings Squared Loadingsa Initial Eigenvalues pl Variance % n ua Total Cumulative al Factor % of 3.348 46.217 2.384 13.243 43.349 3.424 2.361 13.115 59.332 2.124 11.801 55.150 2.835 1.555 8.638 67.970 1.239 6.885 62.036 3.680 1.421 7.895 75.865 6.464 68.500 3.767 711 4.801 81.666 678 3.765 85.432 509 2.829 88.261 387 2.148 90.409 10 330 1.832 92.240 11 302 1.678 93.918 12 229 1.271 95.189 13 221 1.225 96.414 14 183 1.015 97.429 15 152 843 98.272 16 131 730 99.002 17 103 570 99.572 18 077 428 100.000 1.164 at nh Total 30.106 oi 14.838 % 30.106 m 2.671 Variance 5.419 ll Cumulative 31.379 fu 31.379 n 5.648 va Total % of z z k jm ht vb om l.c gm n va ey t re a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance an Lu Extraction Method: Principal Axis Factoring [ 66 ] APPENDIX 8: THE SECOND TIME RUNNING – FACTOR LOADING (FOR INDEPENDENT VARIABLES) t to ng Pattern Matrixa hi ep Factor w PU01 -.249 742 n 270 lo PU02 -.390 648 221 497 ad PU04 228 y th PEU07 729 PEU08 ju PEU09 979 801 yi pl 779 ATT11 ua al ATT10 ATT12 921 n 894 n va 287 653 ll SN14 688 fu SN13 SN18 783 -.344 PBC22 621 om a Rotation converged in iterations l.c Rotation Method: Promax with Kaiser Normalization gm Extraction Method: Principal Axis Factoring .272 k 752 jm PBC21 ht 958 vb PBC19 z 902 z SN17 at 860 nh SN16 oi 957 m SN15 an Lu n va ey t re [ 67 ] APPENDIX 9: THE FIRST TIME RUNNING – EIGENVALUES AND FACTOR LOADING (FOR DEPENDENT VARIABLE) t to ng KMO and Bartlett's Test hi Kaiser-Meyer-Olkin Measure of Sampling Adequacy ep Bartlett's Test of Sphericity 728 Approx Chi-Square 434.931 df w n Sig .000 lo ad Total Variance Explained y th ju Total % of Variance yi Factor Initial Eigenvalues 178 Total 83.510 10.560 94.071 5.929 100.000 n 317 83.510 ua Cumulative % al 2.505 pl Extraction Sums of Squared Loadings % of Variance 2.271 Cumulative % 75.710 75.710 va n Extraction Method: Principal Axis Factoring ll fu m oi Factor Matrixa nh Factor at z INT25 841 om iterations required l.c a factors extracted 11 gm Axis Factoring k Extraction Method: Principal jm 948 ht INT24 vb 815 z INT23 an Lu n va ey t re [ 68 ] APPENDIX 10: MULTIPLE REGRESSION t to Model Summaryb ng hi Model R Std Error of the Square Estimate R Square ep 859a Adjusted R 819 818 1.08361 w a Predictors: (Constant), X5, X3, X1, X4, X2 b Dependent Variable: Intention to use mobile banking n lo ad ju Sum of Squares yi y th Model ANOVAb Regression 586.214 257.151 219 1.174 ua al Total Mean Square 2931.071 pl Residual df 3188.222 F Sig .000a 499.243 224 n n va a Predictors: (Constant), X5, X3, X1, X4, X2 b Dependent Variable: Intention to use mobile banking ll fu Unstandardized Standardized Coefficients Coefficients Beta t Sig z Std Error Collinearity Statistics at B nh Model oi m Table 12: Coefficientsa Tolerance VIF z (Const vb 817 -4.201 000 X1 324 052 231 6.273 X2 061 042 133 1.447 X3 -.016 037 -.009 -.435 664 X4 031 025 128 1.254 031 X5 832 052 577 a Dependent Variable: Intention to use mobile banking 15.345 000 jm ht -3.432 ant) 847 1.180 049 717 1.396 000 k l.c gm 1.116 731 1.369 598 1.672 om 896 an Lu n va ey t re [ 69 ] APPENDIX 11: CHARTS OF TESTING HYPOTHESES t to Histogram ng hi ep w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm an Lu n va ey t re [ 70 ] t to ng hi ep w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm an Lu n va ey t re [ 71 ] APPENDIX 12: AFFECTING OF DEMOGRAPHIC VARIABLES c t to Model Summary ng Change Statistics hi ep Model R w n lo R Adjusted R Std Error of R Square Square Square the Estimate Change Sig F F Change df1 df2 Change 959 a 919 918 1.08361 919 499.243 219 000 960 b 921 918 1.07721 001 3.611 218 049 ad a Predictors: (Constant), Perceived usefulness Perceived ease of use, Attitude, Subjective norm, Perceived y th behavioral control ju b Predictors: (Constant), Perceived usefulness Perceived ease of use, Attitude, Subjective norm, Perceived yi behavioral control, Gender c Dependent Variable: Intention to use mobile banking pl al c n ua Model Summary va Adjusted R Square Square 919 918 961 b 923 920 F Change df1 df2 Change 919 499.243 219 000 1.06391 003 9.186 218 053 1.08361 nh a Sig F Change oi 959 R Square m the Estimate ll R fu Model Std Error of n R Change Statistics at a Predictors: (Constant), Perceived usefulness Perceived ease of use, Attitude, Subjective norm, Perceived z behavioral control z vb b Predictors: (Constant), Perceived usefulness Perceived ease of use, Attitude, Subjective norm, Perceived k jm ht behavioral control, Marital status c Dependent Variable: Intention to use mobile banking gm c Model Summary l.c Change Statistics Adjusted R Std Error of R Square Square Square the Estimate Change R df2 Change 959 a 919 918 1.08361 919 499.243 219 000 961 b 923 920 1.06978 003 2.424 215 049 an Lu df1 Sig F Model behavioral control, Age c Dependent Variable: Intention to use mobile banking ey b Predictors: (Constant), Perceived usefulness Perceived ease of use, Attitude, Subjective norm, Perceived t re behavioral control n a Predictors: (Constant), Perceived usefulness Perceived ease of use, Attitude, Subjective norm, Perceived va F Change om R [ 72 ] c Model Summary Change Statistics t to ng R Adjusted R Std Error of R Square Square Square the Estimate Change Sig F hi ep R 959 a 919 918 1.08361 919 499.243 219 000 960 b 922 919 1.07447 002 2.247 216 084 Model F Change df1 df2 Change w a Predictors: (Constant), Perceived usefulness Perceived ease of use, Attitude, Subjective norm, Perceived n lo behavioral control ad b Predictors: (Constant), Perceived usefulness Perceived ease of use, Attitude, Subjective norm, Perceived ju y th behavioral control, Education c Dependent Variable: Intention to use mobile banking yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm an Lu n va ey t re