Faculty of Business and Information Science
Faculty of Business and Information Science

A coursework completed as part of the requirement for SUBJECT NAME: BUSINESS RESEARCH METHODS SUBJECT CODE: BB204 LECTURER/TUTOR: Ms. YEOH SOK FOON

Entitled ASSIGNMENT TITLE : INTENTION TO USE MOBILE BANKING AMONG UCSI STUDENTS Submitted on DATE OF SUBMISSION : 21st July 2015 DUE DATE : 21st July 2015

Words count: 2618

Produced by STUDENT NAME & ID: Name | Student ID | Programme | Signature | Mohammad Syafiq Mohammad Suferi | 1001336037 | BA (Hons) Business Administration | | Fadhilah Amalina Firman | 1001334557 | BA (Hons) Business Administration | | Md Monzurul Masuk | 1001335506 | BA (Hons) Business Administration | | Chin Khee Zhao | 1001232877 | BA (Hons) Accounting | | Muhammad Usman | 1001333957 | BA (Hons) Business Administration | | TABLE OF CONTENTS CHAPTER 1 INTRODUCTION 1.1 Introduction……………………………………………………………………..4-5 1.2 Problem Statement…………………………..…………………………………5-6 1.3 Significance of Study………………………..………………………………….6 1.4 Research Questions…………………………..…………………………………7 1.5 Research Objectives…………………………..…...……………………………7 1.6 Hypotheses………………………………….………………………………......7 1.7 Definition of Selected Variables………………………………………………..8 CHAPTER 2 LITERATURE REVIEW 2.1.1 Perceived Ease of Use…………………….………………………………9-10 2.1.2 Perceived Usefulness……………….…………………………………….10-11 2.1.3 Perceived Behavioral Control…….………………………………………11 2.1.4 Intention to Use………………………………..………………………….12 2.2 Theoretical Framework……………………..………………………………12

CHAPTER 3 RESEARCH METHODOLOGY 3.1 Research Design…………………………………………………………….13 3.2 Research Location…………………………………………………………..13 3.3 Target Population and Sampling……………………………………………13 3.4 Variable Measurement………………………………………………………14 3.5 Data Collection…………………………………………………………..….14 3.6 Data Analysis…………………………………………………………….....14-15 3.7 Limitations………………………………………………………………….15 REFERENCES……………………………………….………………………16-19 QUESTIONNAIRE…………………….…………………………………….20-21

CHAPTER 1
INTRODUCTION
This chapter contains the introduction of the study, problem statement, research questions, research objectives and hypothesis. Other than that, also significance of the study and definition of selected three variables of the study.

1.1 Introduction
Information systems and communication in the era of globalization has grown rapidly and is very useful for the operational performance of a bank. One obvious example of technological advancements is mobile banking in the banking world. Mobile banking is one of the new innovations used by major banks in the world. Finland was the first country to apply mobile banking as early as 1992(Barnes, 2009). However, mobile banking was first introduced in Malaysia in 2009.

Mobile banking could be defined as carrying out banking transaction by using a mobile phone. Mobile banking allows bank customers to enjoy the facilities provided by the banks with no cost incurred. Earlier study have shown the usefulness of mobile banking in facilitating the financial transaction between banks and their customers (Klrijnen 2004; Luarn and Lin, 2005; Matilla, 2003; and Amin, Baba, Muhammad, 2009).

Although, the number of mobile phone users is large, only 3.1% of the population in Malaysia are using mobile banking (Bank Negara Malaysia. 2010). Thus, it is important to find out factors that are affecting the customer’s intention to use mobile banking.

Many earlier studies have summarized that ‘perceived usefulness’ and ‘perceived ease of use’ are factors that are very important in understanding an individual’s intention to adopt Information System (IS) (Guriting and Ndubisi,2006; Luarn and Lin,2005; Wang, 2003; Amin, Baba and Muhammad,2006). However, an additional variable is needed to be researched upon the application of emerging technology. In this study, ‘perceived behavioral control’ is added to enhance the understanding of customers’ intention to use mobile banking.

This study aim to obtain more perception into the factors influencing customers’ intention to use mobile banking among students in UCSI University. It is hoped that the findings of this study would vastly improve the knowledge on technology acceptance in mobile banking.

1.2 Problem statement
Mobile banking has become the most popular way to access banking service in Malaysia, proven by the growth numbers of mobile banking user. According to Bank Negara Malaysia, by the end of 2014 there are 5.6 million mobile banking subscribers. This represents a penetration to population of 18.6% and a penetration to the total mobile subscriber base of 12.9%. In 3 months, March 2015, the numbers of subscribers increase to 6.1 million. This represent a penetration to population of 20.4% and to the total mobile subscriber is 14.1%. However, mobile banking is still in its infancy.

Research studying technology adoption and usage behavior has related this construct primarily to constraint to technology usage (Taylor and Todd, 1995). This refers to the ease or difficulty of using the new technology. This study is to know perceived behavioral control, which refers to constrains of technology usage (Taylor & Todd, 1995; Duy, 2012).

In Malaysia, the previous research of this issue is still limited and not generalized due to the location of the research. Study was only conducted in the Northern region of Malaysia, it is suggested that the same study should be conducted in a different time frame to obtain more reliable data (Shanmugam, Savarimuthu and Wen, 2014). Thus, it is needed to conduct research in western region of Malaysia.

In short, there is a necessity to find out about the intention to use mobile banking. Furthermore, the result of this study may help bank to improve their services to attract more users of mobile banking.

1.3 Significance of study
The study will uncover facts about the variables that are causing the customers’ behavior and intention to use mobile banking. This research would specifically be investigating the impact and the effects of perceived ease of use, perceived usefulness and perceived behavioral control over the intention to use mobile banking. The main aim of this research is to examine the different variables that are influencing the intention to use mobile banking in UCSI University. Other than that, the findings of this study would hopefully be able to provide some useful information for commercial banks to make an effective strategy to increase customers' intention to use mobile banking.

1.4 Research Questions
1. What is the relationship between perceived ease of use and intention to use mobile banking among UCSI Students?
2. What is the relationship between perceived usefulness and intention to use mobile banking among UCSI Student?
3. What is the relationship between perceived behavioral control and intention to use mobile banking among UCSI Students?

1.5 Research Objectives * To identify the relationship between ease of use and intention to use mobile banking among UCSI Students. * To identify the relationship between usefulness and intention to use mobile banking among UCSI Students. * To identify the relationship between behavioral control and intention to use mobile banking among UCSI Students.

1.6 Hypotheses * Ha1: There is a significant relationship between ease of use and intention to use mobile banking among UCSI Students. * Ha2: There is a significant relationship between usefulness and intention to use mobile banking among UCSI Students. * Ha3: There is a significant relationship between behavioral control and intention to use mobile banking among UCSI Students.

1.7 Definition of Selected Variables 1. Perceived Ease of Use: According to Davis (1989), ease of use could be referred to as the level to which users suppose the technological advancement to be free from effort. Whereas according to Karahanna, Agarwal and Angst (2006), ease of use is defined as the cognitive burden that are caused by technology. Ease of use could be referred to as the level or easiness in using and applying the technological advancement.

2. Perceived Usefulness: Perceived usefulness refers to the benefits of using the technological advancement and the benefits of owning or using it rather than otherwise. According to Davis (1989), usefulness could be referred to as the level of performance improvement felt by an individual for using a particular system. Ozok and wei (2010) found ‘usability’ as one of the great factors that leads to the success of mobile commerce.

3. Behavioral control: According to Lam, Cho and Qu (2007), they described behavioral belief as a person’s belief that when he/she performs a specific act, it would be leading to one specific consequence. As per Kwok and Gao (2006), an individual would be more likely to perform an act that they have a positive intention on rather than acts with negative intention. To summarize, behavioral control means that an intention that is more favorable is more likely to be an encouragement to an individual to perform a specific act.

CHAPTER 2 LITERATURE REVIEW This chapter would be reviewing on the variables which are: perceived ease of use, perceived usefulness, perceived behavioral control and intention to use. 2.1.1 Perceived Ease of Use
Perceived ease of use (PEoU) alludes to "the extent to which the forthcoming client expects the target framework to be free of exertion" (Davis, Bagozzi, & Warshaw, 1989, p. 985). As per Karahanna et al. (1999), reasoned that apparent usability had a critical constructive outcome on goal to embrace the product among the potential adopters. Essentially, bank clients are flat to embrace web banking when it is anything but difficult to utilize the innovation (Guriting & Ndubisi, 2006). Moreover, taking into account Lau (2002), reasoned that apparent convenience was fundamentally corresponded with aim towards utilizing the internet exchanging framework. Ramayah, Jantan Muhamad, Nasser, Koay, and Razli (2003) analyzed that apparent convenience had critical effect in the improvement of starting eagerness to utilize Internet banking. Comparative study has been done by Luarn and Lin (2005), whereby they conclude that there is a positive causality between perceived ease of use and utilization expectation.

Seen usability is characterized as the extent to which mobile banking is seen right now comprehend and work (Lin, 2011). Puschel et al. (2010) found that seen usability (PEOU) impacts disposition towards mobile banking and this impacts reception and behavioral aims towards mobile banking other than keeping on utilizing the administration. Lin (2011) tried the PEOU and its impact on reception and declared that PEOU indeed has a huge impact on reception or keeping on utilizing mobile banking.

2.1.2 Perceived Usefulness
Perceived Usefulness (PU) is characterized as "the planned client's subjective likelihood that utilizing a specific framework would improve his or her employment execution. In light of Schultz and Slevin (1975), who led an exploratory study inferred that apparent convenience given a solid forecast to self-anticipated utilization of a choice model. This model has been stretched out by Robey (1979), and affirmed that there is a high connection existing between saw helpfulness and framework utilization. Prior studies have shown that there is a positive relationship between saw handiness and expectation to utilize (Yang, 2004; O'Cass et al., 2003 as refered to in Norzaidi, Noorly Ezalin, Wan Seri Rahayu, & Mona Maria, 2011; Karahanna, Straub, & Chervany, 1999; Taylor & Todd, 1995; Guriting and Ndubisi , 2006 ; Ramayah and Norazah, 2006. Besides, Chen, Gillenson, and Sherrell (2002), found that seen convenience is the primary forerunner of expectation to utilize online retailer and its sites.

Seen convenience is characterized in this study as the degree to which the client accepts that mobile banking is more worthwhile when contrasted with other banking channels, like ATM or telephone banking, for directing banking administrations. These advantages incorporate permitting them to perform banking exercises all the more rapidly, at whatever time, and anyplace. At the point when clients see that the mobile banking administrations will be more helpful, there is a more noteworthy chance that they are willing to utilize them. At the end of the day, the fundamental reason clients use mobile banking frameworks is that they discover them valuable and is "equipped for being utilized profitably" (Davis, 1989: 320).

2.1.3 Perceived Behavioral Control
Zing Lee (2009) conducted an empirical and descriptive study on “users’ attitude towards mobile banking through OS applications”. He concluded in his research that consumers generally engaged in cost benefit have direct effect on investors’ behavior. Furthermore, he concluded behavior of user have a direct impact on market economy.
Ajzen and Fishbein (1980) characterize aim as a pre-mien to react positively or unfavorably to an article, individual, occasion or organization. As indicated by Lam, Cho and Qu (2007) aim is a singular's emotions of the favorableness or un-favorableness of his or her behavioral activity. Ajzen and Fishbein (1980) state that disposition is the capacity of behavioral convictions and assessment of results. Behavioral conviction is one's confidence in performing a particular conduct that will prompt a particular outcome, and assessment of the result is one's appraisal of that particular outcome (Lam, Cho, & Qu 2007). Liao and Landry (2000) declare that representatives' demeanor toward the acknowledgment of development would influence the aim of receiving the advancement (Lam, Cho, & Qu 2007). As per Pavlou and Fygenson (2006) aim has been demonstrated to impact utilization conduct and this relationship has gotten significant observational backing. People might carry on diversely when their aim toward a certain kind of conduct has changed.

2.1.4 Intention To Use
Intention to use is characterized as a measure of the probability that a man will embrace the application, whereas the TAM utilizes genuine use to speak to a self-report measure of time or recurrence of embracing the application (Davis et al., 1989). Be that as it may, in handy point of perspective, it is not simple to get a target estimation of a singular's goal to take an interest in a conduct. A few looks into have demonstrated that both hypothetical and observational bolster exists for the intense relationship between aim to take an interest in a conduct and genuine conduct (Dabholkar & Bagozzi, 2002; Lucas & Spitler, 1999; Vijayasarathy, 2004).
2.2 Conceptual Framework
After doing a thorough literature review, following variables were concluded and will be used for further research.

CHAPTER 3
RESEARCH METHODOLODY This chapter will study the research design, research location, research sampling, measurement of variables, data collection, data analysis and limitation of the study will be presented.

3.1 Research Design
Hypothesis testing will be adopted following quantitative research approach. Questionnaires will be distributed among students of UCSI which are qualified for statistical calculation and the projected results will display the conclusion of this study. Cross sectional study unit of analysis is individual to measure the student’s intention to use at a single time.

3.2 Research Location
The UCSI South Wing branch will be selected for this research. This location allows for a better sample size and would allow easier distribution of questionnaires for data collection for better data process efficiency.

3.3 Target Population and Sampling
The undergraduates of UCSI South Wing branch would be the target population of this research. This target population would be suitable to determine whether the perceived ease of use, perceived usefulness and perceived behavioral control affect the intention to use m-banking.

Non-probability sampling technique which is purposive sampling is used for this study as population size is not known. Therefore 383 respondents would be selected, distributing 383 questionnaires to each respondent. Confidence interval of 95% would be used for this study. The respondents would be selected randomly among undergraduate students.

3.4 Variables Measurement
Questionnaire would be in four parts where part A is demographic information, part B is the perceived ease of use, part C is the perceived usefulness and part D is the perceived behavioral control.

Part B, C and D would be measured using Likert Scale with 5-points. Respondents would be required to select the number that represents their level of agreement the most from the range of strongly disagree (1), disagree (2), neutral (3), agree (4) and strongly agree (5).

3.5 Data Collection
Information collected for this research includes both primary and secondary data. Questionnaires would be used to obtain the primary data by distributing manually to respondents, providing ample time for answering the questionnaire. The Likert scale type questionnaire would allow quick response from respondents while answering the questionnaire. Secondary data would be collected through journals, articles, e-books and government websites. The key words used when finding secondary data are “perceived ease of use of m-banking”, perceived usefulness of m-banking”, “perceived behavioral control of m-banking” and “intention to use m-banking”.

3.6 Data Analysis
SPSS version 23 would be used as a statistical analysis tool to analyze the data. Data entries, coding, data checking, reliability test and hypothesis testing are part of the analysis tools used. Descriptive analysis is the main statistical analysis. Normal test and correlation test are used for hypothesis testing.

The independent and dependent variable uses reliability analysis as a test. The confidence interval is 95% with 5% being perceived error. Using normality test, data is tested using skewness and Kurtosis, Kilmogorov-Smirnov and Shapiro-Wilk and normal Q-Q plots. The tests ensure that data collected is normally distributed without bias. Pearson product-moment correlation coefficient is adopted for correlation test to test between hypotheses. At <0.05, Ho is rejected.

The confidence level of 95% and error of 5% is perceived. The independent variables and dependent variable of the study would be tested using reliability analysis. Level of acceptance of alpha value is more than 0.7. Respondent’s demographic information would be tabulated to obtain the percentage.

3.7 Limitations
The main limitation that has been identified in this research is the research location. This is due to the fact that this research concentrates only on UCSI South Wing branch and specified to undergraduate students as mentioned in the research location as well as target population. This would be a great limitation as the results of this group of people cannot be used to represent and generalize the intention to use of every mobile banking customers in Malaysia.

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QUESTIONNAIRE A. Demographic Information: | | | 1. Are you using a personal account or banking card? (if not using, you do not need to continue this survey) | Yes | No | 2. Have you currently registered to use mobile banking services? | Yes | No | B. Survey content: | Please you indicate level of agreement on the following statements by mark X in the appropriate box: [1] Strongly disagree; [2] Disagree; [3] Neutral; [4] Agree; [6] Strongly agree. | Criteria | [ 1 ] | [ 2 ] | [ 3 ] | [ 4 ] | [ 5 ] | Perceived Usefulness | | | | | | | 1. Flexibility to conduct banking business 24 hours per day. | | | | | | | 2. Make banking transactions quickly. | | | | | | | 3. Help me using MB easier than banking teller. | | | | | | | 4. MB transactions relevant to my work. | | | | | | | 5. I feel very comfortable when using MB. | | | | | | Perceived ease of use | | | | | | | 6. Learning to use MB is easy for me. | | | | | | | 7. Instructions in MB system are clear and understandable. | | | | | | | 8. MB has many flexible ways to search your required information. | | | | | | | 9. I feel that user-friendliness of MB services is important. | | | | | | Perceived behavioral control | | | | | | | 16. I would be able to operate MB. | | | | | | | 17. I have the resource to use MB. | | | | | | | 18. I have the knowledge to use MB. | | | | | | | 19. I have the ability to use MB. | | | | | | Intention to use mobile banking | | | | | | | 20. Plan to use MB. | | | | | | | 21. Intention to use it within the next three months. | | | | | | | 22. Add MB to my favorite apps. | | | | | | | 23. Using MB would be a wise idea. | | | | | | | 24. Using MB is a good idea. | | | | | | | 25. I like to use MB. | | | | | |