FYP Laraib

8/19/2019 FYP Laraib

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CONSUMER ACCEPTANCE OF MOBILE BANKING

FINAL YEAR PROJECT

Submitted by:

Laraib Murtaza

(08-0002)

Superi!ed by:

Mr. Hassan Javid

Program:B"#$e%&r! &' Bu!i(e!! Admi(i!tr"ti&( Pr&)r"m

Spri() *+,*

N"ti&("% U(ier!ity &' C&mputer - Emer)i() S#ie(#eM"(")eme(t S#ie(#e .ep"rtme(t/

K"r"#$i/ C"mpu!

FAST SCHOOL OF BUSINESS, KARACHI


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Recommendation for External Examination

The final year project, here to attached, titled, “Consumer Acceptance of Mobile

Banking”, prepared and submitted by “Laraib Murtaza”, in partial fulfillment of the

requirements for the deree of !achelors of !usiness "dministration #!!"$, is hereby

for%arded for appropriation action&

'''''''''''''''''''''

Mr& (assan )a*id"d*isor

FAST SCHOOL OF BUSINESS, KARACHI

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/irst of all than0s to "lmihty "llah for pro*idin me the strenth, courae and s0ills to

learn, and acquire the 0no%lede and the ability to accept and meet the challenes&

.econdly 1 %ould li0e to than0 all those %ho ha*e helped in performin this research

especially my friends and family&

.econdly 1 %ould li0e to express my sincere ratitude to my super*isor Mr& Muhammad

"mir "dam and /234coordinator r& Manzoor "& -halidi for their *aluable insihts they

pro*ided me throuhout this project&

1 also %ish to than0 Mr& !abar "li and Mr& Muhammad "mjad for their uidance and

help& 1 %ould li0e to appreciate all those people %ho i*e their precious time to fill

questionnaires& 1n the end 1 %ould li0e to than0 my friends and family %ho supported and

encouraed me at e*ery step of this project&

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Table of Contents

E5E+6T17E .6MM"R2&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

+hapter 89 1ntroduction&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

8&8 !ac0round&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

8&: Research ;uestion&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

8&< =bjecti*es&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

8&> .ta0eholders&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

8&? !enefits&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

8&@ Limitation&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

8&A .cope&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

8&B -ey Terms&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&8&B&8 3ercei*ed ease of use9&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

8&B&: 3ercei*ed cost9&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

8&B&< 3ercei*ed ris09&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

+hapter :9 Literature Re*ie%&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

:&8 !rief (istory of !an0in&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

:&: Emerence of !an0in in 3a0istan&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

:&< Mobile commerce #m4commerce$&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

:&> E*olution of Mobile !an0in&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&:&>&8 Trends in Mobile !an0in&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

:&>&: Mobile !an0in !usiness Models&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

:&? Mobile ban0in in 3a0istan&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

:&?&8 Telenor Easypaisa&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

:&?&: M+! Mobile&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

:&?&< 6!L =mni !ranchless !an0in&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

+hapter >& Research Methodoloy&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

>&8 Research esin&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&>&: 3rocedure&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

>&< 3opulation&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

>&> .ample and .amplin Method&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

>&? +onceptual /rame%or0&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

>&@ 7ariables&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

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EXECUTIVE SUMMARY

1t has been the *ery nature of human bein from the start to see0 as much for

con*enience as possible& (umans ha*e re*olutionized the %orld around them and used

the pro*ided resources to create easiness& 1f %e see ban0in in particular %e see hundreds

of chanes ha*e been made& /rom ban0s in temples to ban0s in the form of Dold .miths,

ban0s bein an indi*idual and separate institution, ban0 bein an indi*idual entity,

hundreds of different entities of ban0s, hundreds of branches of one entity of the ban0

and finally to branchless ban0in& e can see that e*ery sinle chane made in ban0in

created more expediency than the pre*ious one& !ranchless ban0in i&e& Mobile !an0in

is the current in*ention in the ban0in industry %hich lets the customers stay in lin0 %ith

their ban0in e*en if they are not in a ban0 or around their computers&

This research is carried out to determine the consumer acceptance of Mobile !an0in in

the perspecti*e of -arachi& 1f %e sum up this research %e can see that people %ho ha*e

had the experience of usin Mobile !an0 ser*ices %ould li0e to experience it aain and

there is probability that they may become habitual of Mobile !an0in in next fe% years&

There are still some customers of the M4ban0in %ho possess percei*ed threats in this

ser*ice i&e& cost and ris0& This factor sho%s that they still do not completely trust this

in*ention as yet& They need more moti*ation and a little bit of time to remo*e these

percei*ed threats from their minds&

The research is conducted from the non users of the M4ban0in as %ell& Their perceptions

reardin the threats li0e percei*ed cost and ris0s are more neati*e than those of users but they ha*e a positi*e perception reardin the ease of use %hich M4ban0in pro*ides&

More than half of the non users seem to use the M4ban0 ser*ices in near future& This

means there is still an unexploited mar0et %hich %ill soon become customers of M4

ban0in ser*ices&

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Chapter ! Introd"ct#on

Mobile phone has re*olutionized our beha*ioral patterns in more %ays than one and stillcontinues to do so& 1t too0 more than t%o decades to reach the first billion mobile

subscribers, too0 only three and a half years to brin that number up to t%o billion and

not surprisinly it has ta0en less than :> months to reach the three billion mar0& 1t can

safely be estimated that in the *ery near future more than BFG of man0ind %ill be able to

communicate at the press of a button&

Today %e are not only usin the mobile phone to communicate %ith others in the form of

*oice or .M., %e are usin it to connect to the %orld& TodayHs mobile phone is no less

than yesterdayHs personal computer& 1ndeed, computers re*olutionized ban0in in the last

decade or so, eliminatin to some extent the need for branch *isits&

1t has ta0en o*er @F years for the ban0in industry to et approx


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:$ !an0s and Telcos in*ol*ed in M4ban0in


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3ercei*ed ease of use

3ercei*ed cost

3ercei*ed ris0

$2$ 5erce#+ed ease of "se!

1nformation Technoloy has helped the society to accomplish maximum number of oals

in minimum time period& !y e*ery increasin year an inno*ation and ad*ancement

occurs in the technoloy %hich becomes comparati*ely more useful and efficient than the

pre*ious one& 1n early aes ban0in made it easy for people to handle their money and

cash, as more and more inno*ati*e the ban0in became people found it easier to le*er

their monetary requirements& 1n this research 1 %ould be analyzin %hether this

combination of mobile technoloy %ith ban0in has increased the ease of use in the

minds of customers or not&

$2$& 5erce#+ed cost!

3ercei*ed cost can be defined as a customerHs neati*e belief that utilizin a particular

ood or ser*ice %ill cause extra costs %hich he is not %illin to pay& This belief of

percei*ed cost in the minds of customers has a sinificant neati*e effect on intentions to

use Mobile ban0in and it is mostly related to technoloies& 1t also neati*ely affects the

percei*ed *alue and thus, consumer intentions of mobile ban0in& Di*en that

the chare of accessin mobile and %ireless ser*ice has traditionally been hiher than that

of accessin %ire4based 1nternet, this recommended that economic

debates, surroundin the chare of a %eb4enabled portable phone, and ser*ice and

communication fees, %ill consequence consumer intentions to exercise M4!an0in&

$2$( 5erce#+ed r#sk!

+onsumerJs le*el of uncertainty reardin the result of purchase decision, principally in

case of hih priced detail for instance a motor *ehicle, or a complex item li0e

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http://www.businessdictionary.com/definition/consumer.htmlhttp://www.businessdictionary.com/definition/uncertainty.htmlhttp://www.businessdictionary.com/definition/regarding.htmlhttp://www.businessdictionary.com/definition/decision.htmlhttp://www.businessdictionary.com/definition/high.htmlhttp://www.businessdictionary.com/definition/high.htmlhttp://www.businessdictionary.com/definition/complex.htmlhttp://www.businessdictionary.com/definition/complex.htmlhttp://www.businessdictionary.com/definition/consumer.htmlhttp://www.businessdictionary.com/definition/uncertainty.htmlhttp://www.businessdictionary.com/definition/regarding.htmlhttp://www.businessdictionary.com/definition/decision.htmlhttp://www.businessdictionary.com/definition/high.htmlhttp://www.businessdictionary.com/definition/complex.html


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a computer or no% a dayHs M4commerce and M4ban0in& +onsumers endea*or to lessen

their anxiety by accumulatin more information and by loo0in for the recommendations

of a peer roup or an entity # person or client ad*ocacy roup$ deliberated an expert on the

subject matter& Manufacturers and mar0eters try to lessen

this ris0 %ith encourain uaranties, by recei*in the supportin or reconized roups

or opinion leaders, or by leasin a %ell famous and *alued spo0esperson&

Chapter &! 0#terat"re Re+#ew

&$ %r#ef 6#stor4 of %ank#ng

The initial need for ban0in aroused bac0 in around :FFF !+ in !abylon e*en before the

money %as in*ented& 3eople used to deposit their commodities in churches or palaces&

They %ere considered to be the sacred and safest places for the security of peopleHs

precious commodities& "t that time merchants used to pro*ide loans to the farmers and

the traders transportin oods into different cities&

Later %hen different mediums of exchane %ere in*ented in ancient Dreece and Roman

Empire lenders added t%o more inno*ati*e options into ban0in i&e& acceptin monetary

deposits and chanin money& "t that period of time some proofs reardin the practices

of lendin money %ere also found in ancient +hina and 1ndia&

1n Europe the de*elopment in ban0in sector initially too0 place and many important

inno*ations %ere made in "msterdam durin the utch Republic in 8@ th century and in

London in 8Ath century& "t the time of :Fth century %hen computin and

telecommunication industry %ere established it brouht major chanes to the operations

of ban0in system and there seemed a radical increase in size and eoraphic spread&

#ban0in$

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&$& Emergence of %ank#ng #n 5ak#stan

3a0istanHs financial sector did not proressed as it %as e*ol*ed in other de*eloped

countries& 3a0istan didnHt possess any central ban0 for almost a year after its partition

from 1ndia& The state ban0 %hich is necessary for e*ery independent country %as formed

in 8I>B, before its set up (abib !an0 filled this ap initially& Later :? different ban0s

%ere established %ith 8I? branches all around the country %hose role %as limited at that

time particularly& The state !an0 of 3a0istan de*eloped commercial ban0in channels,

sustained monetary policy to flourish trade and commerce in the ne%ly created country&

The first ban0s to start operations %ere (abib !an0, "llied !an0 and Kational !an0

ha*in stron support from the +entral !an0&

" fa*orable ro%th %as %itnessed till 8IA> under the nationalization policy executed by

ulfiqar "li !hutto& Thirteen ban0s, %hich %ere under the control of o*ernment, %ere

mered into six nationalized ban0s& To scrutinize the performance of nationalized ban0s,

role of 3a0istanHs .tate !an0 as a reulatory body, The 3a0istan !an0in +ouncil %as set

up&

1n 8IIFs pri*atization %as executed t%enty three ne% ban0s %ere established from %hich

ten %ere domestically licensed& !y the time of late 8IIFHs there %ere only four major o*ernment ban0s %ere left in 3a0istan %hich no% faced *ery stron competition from

t%enty one domestic and t%enty se*en forein ban0s& +onsequently, corporate

o*ernance, internal controls and ban0 super*ision %as braced sinificantly&

.ustained by the spirit of liberalization, the sectorHs settin has chaned drastically& !y

:F8F, there %ere fi*e public commercial ban0s, :? domestic pri*ate ban0s, six forein

ban0s and four specialized ban0s& There are no% I,B ban0 branches spread throuhout

the country, caterin to the needs of some :B million deposit account4holders& #-halabat,

:F88$

&$( Mob#le commerce 7m8commerce9

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Mobile +ommerce #m4commerce$ is characterized as an business transaction undertoo0

throuh %ireless connection systems or the 1nternet& M commerce can

offer %orth to buyers throuh con*enience and flexibility by endo%in time

and location independence&

Mobile ban0in is an submission of m4commerce %hich endo%s clients to et access

to ban0 anecdotes throuh%ireless apparatus to perform and entire ban04related

transactions such as balancin chec0s, ascertainin account

statuses, mo*in cash and tradin stoc0s& Luo, Li, han and .hin

#:F8F$, characterized %ireless ban0in as an inno*ati*e procedure for accessin ban0in

ser*ices by a conduit %here by the clientele interacts %ith a ban0 utilizin

a%ireless apparatus #e&& %ireless telephone or indi*idual diital aide #3"$&

There are trials affiliated %ith M4commerce and expressly %ireless ban0in& Mobile

de*ices %ith a little computer display dimensions, restricted computer display tenacity

and uncooperated 0eypad may ma0e it touh for the consumer to use %ireless ban0in&

Mobile ban0in is furthermore susceptible to data and transaction ea*esdroppin threat,

just li0e other E4commerce submissions for example 1nternet !an0in& #Masine, :F8F

Masine, :F8F$

&$, E+ol"t#on of Mob#le %ank#ng

!usinesses constantly search for solutions %hich help minimize their costs and impro*e

customer experience, so does the ban0in industry& 1n this continuous exploratory

journey, the ban0s ha*e seen a number of different technoloical trends bein opted and a

number of inno*ations deli*ered&

1nno*ation in ban0in deli*ery channels %as introduced bac0 %hen "TMs %ere initially

launched& The introduction of "TMs pro*ided a sin of a ne% era of ban0in as the idea

of self4ser*ice %as brouht up for the first time& " fe% years later %hen the ban0

customers ot used to the "TM ser*ices, the ban0in industry decided to construct these

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machines at locations a%ay from ban0s as %ell& This de*elopment mar0ed the entry of

anytime ban0in as customers could no% access money from their ban0 accounts at a

time and place of their con*enience&

The %a*e of self4ser*ice continued and the da%n of internet ban0in introduced the idea

of any%here ban0in as customers could no% access their ban0 accounts from their

homes or offices& This technoloy4led deli*ery left behind the traditional idea of branch

ban0in and the customer experience from those ne% deli*ery channels started to set ne%

standards&

!an0s noticed that the customers mostly *isitin "TMs %ere because of simple balance

inquiry of mini statement transactions& This trend started to increase the cost pressures on

the "TM channel& Thus internet ban0in %as already facin some difficulties about

security issues as such issues come into 0no%lede& ue to security issues the customers

restricted usae of internet ban0in to their home and office computers&

The deli*ery channels started to et obsolete %hich enabled ban0s to sol*e the issues

affectin the existin technoloy channels& This came in the form of mobile ban0in as

ban0s started to hit into the potential of offerin ban0in to the mobile 0no%lede of ne%

eneration customers&

=*er the years, mobile ban0in has e*ol*ed from an easy information pro*idin facility

to a %ide ranin ban0in transaction channels& This journey of technoloy oriented

ban0in has been stimulated up by both emerin business needs and ad*ancement in

mobile technoloy& #-iran, :F8:$

&$,$ Trends #n Mob#le %ank#ng

The ad*ent of the 1nternet has re*olutionized the %ay the commercial ser*ices industry

conducts commerce, empo%erin oranizations %ith fresh commerce models

and fresh %ays to offer :> hour a*ailability to their customers& The s0ill to

offer commercial transactions online has also composed fresh players in

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the commercial ser*ices industry, such as online ban0s, online bro0ers and riches

manaers %hoe*er offer personalized ser*ices, ho%e*er such players motionless bill for a

tiny proportion of the industry&

=*er the final minority years, the mobile and mobile mar0et has been one of the fastest

ro%in mar0ets in the %orld and it is motionless ro%in at a sudden pace& "ccordin to

the D.M "ssociation and =*um, the fiure of mobile subscribers exceeded t%o billion in

.eptember :FF?, and no% outperforms :&? billion #of %hich more than t%o billion are

D.M$&

"ccordin to a research *ia commercial consultancy +elent,


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Mobile instruments, notably intellient phones, are the majority pledin %ay

to arri*e the masses and to compose “stic0iness” amon pre*ailin customers, due to

their s0ill to pro*ide ser*ices anytime, any%here, hih rate of penetration

and prospecti*e to ro%& "ccordin to Dartner, shipment of intellient phones is

ro%in quic0, and must top t%enty million cells #of across BFF million sold$ in :FF@

alone&

1n the final > years, ban0s across the lobe ha*e in*ested billions of dollars to build

sophisticated the eb ban0in capabilities& "s the trend is shiftin to mobile ban0in,

there is a contest for +1=s and +T=s of these ban0s to decide on ho%

to influence their finance in the eb ban0in and offer mobile ban0in, in the shortest

possible time&

The proliferation of the


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Kon4!an0PTelecommunication +ompany #Telco$& "nother distinction lies in

the en*ironment of bureau affirmation bet%een ban0 and the Kon4!an0& Models of

branchless ban0in can be classified into three *ery broad cateories 4 !an0 /ocused,

!an04Led and Konban04Led&

2.4.2.1 Bank-focused Model

The ban04focused form appears %hen a customary ban0 *alues non4traditional lo%4costconsinment passaes to supply ban0in ser*ices to its li*in customers&

Examples *ariety from use of self4actin ban0 cler0 appliances #"TMs$ to internet

ban0in or %ireless telephone ban0in to supply certain restricted ban0in ser*ices to

ban0s customers& This form is additi*e in en*ironment and may be limpsed as

a unassumin extension of accepted branch4based ban0in&

2.4.2.2 Bank-led Model

The ban04led form boasts a distinct alternate to accepted branch4based ban0in in thatcustomer conducts their transactions at a entire *ariety of retail aents #or throuh %ireless phone$ rather than at ban0 pats of throuh ban0 employees& This form

pledes the promise to considerably boost the financial ser*ices outreach by utilizin a

distinct consinment conduit #retailersP %ireless phones$, a distinct trade colleaue#telecoP strin of connections store$ ha*in 0no%4ho% and oal mar0et distinct fromcustomary ban0s, and may be considerably lo%er than the ban0 based alternati*es& The

ban04led form may be applied by either utilizin correspondent arranements or by

concei*in a )7 bet%een ban0 and telcoPnonban0& 1n this form client account connection

rests %ith the ban0&

2.4.2.3 Non-bank-led Model

The non4ban04led form is %here a ban0 does not arri*e into the imae #except possiblyas a safe40eeper of excess funds$ and the non4ban0 #e&& telco$ presents all the functions&#M"6R", :FFI$

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&$- Mob#le bank#ng #n 5ak#stan

1t has ta0en o*er @F years for the ban0in commerce to et approx


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The %ireless ban0in underta0ins ha*e currently one to an increase in the country& The

foremost ser*ice pro*iders in the ne% mar0et of %ireless ban0in in 3a0istan are

Easypaisa by Telenor, Muslim +ommercial !an0, =mni anecdotes by 6nited !an0 and

Mobilin0 is the ne% entrant to the mar0et of %ireless ban0in& #10hlas, :FFI$

&$-$ Telenor Eas4pa#sa

Telenor 3a0istan %ith the partnership of Tameer Micro /inance !an0 initiated for the first

time, in :FFI a branchless ban0in ser*ice& This branchless has helped many people

across the country to pro*ide expedient and safe access to the financial ser*ices& #"tta,

:FFI$ Telenor Easypesa is bundled %ith different ban0in ser*ices %hich are explained as

follo%s9

Eas4pa#sa Mob#le Acco"nt

Easypaisa Mobile "ccounts tas0 as a standard ban0 account& This ser*ice is

a*ailable simply for existin and no*el Telenor subscribers& Easypaisa Mobile "ccount

can be opened from any Telenor .ales and .er*ice +enters, Telenor /ranchise or Tameer

!an0 branch& 6sin Easypaisa Mobile "ccount Telenor subscribers %ill no% be able

to compensate bills, transfer currency and exercise many more ser*ices from

their ha*e mobile phones, anytime, any%here&

Mone4 transfer thro"gh Eas45a#sa Shop

6sin Easypaisa Money Transfer, you can no% dri*e and obtain cash to and from family,

associates, etc from any Easypaisa shop in the most effecti*e, protected and befittin

%ay& 2ou manae not ha*e to o%n a Telenor attachment, neither manae you require to

ha*e a %ireless telephone at all& The best thin about the ser*ice is that any indi*idual in

3a0istan can use this merchandise and that no reistration is required&

"ny indi*idual %ith a requirement to dri*e cash from one to%n to another can use this

ser*ice from any Easypaisa shop& /or

demonstration, house employees, dri*ers, sentries, etc& can all no% dri*e their

21


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monthly %aes d%ellin to their families from built4up to%ns to country *illaes&

.imilarly, parents can dri*e capital to their youn children at informati*e oranizations in

other to%ns for tuition chare, monthly pouch cash etc&

"nd persons %ho journey often, %ho donJt desire to con*ey money can use this ser*ice as

Tra*elers +hec0s by dispatchin cash to themsel*es from one to%n and assemblin the

cash in another city&

%#ll 5a4ment

The Easypaisa account fee ser*ice adds you incite free and protects %ay to yield your

Electricity, Das, Telephone, ater and 1nternet bills& Ko% you can effortlessly yield your

utility accounts from your closest Easypaisa shop, Telenor franchise, Telenor .ales C

.er*ice +enter or Tameer Microfinance !an0 branch&

Internat#onal 6ome Transfer

Easypaisa 1nternational (ome Transfer permits you to obtain cash from o*er

BF nations throuh any of our .endin 3artners& " Telenor attachment is not needed for

this ser*ice and it is %holeheartedly free "ny indi*idual %ith

a requirement to dri*e cash from a forein homeland can use this ser*ice& Expatriate

employee can no% dri*e their monthly %aes d%ellin to their families&

Eas4load

Ko% %ith your Easypaisa Mobile "ccount remain at facilitation, pay for prepaid balance

C compensate postpaid account assertions any time e*ery%here from your

o%n portable phone This is an alternate rechare narro% path%ay for the payin

clients and its one of its 0ind in the industry& This ser*ice is obtainable to all Telenor

+ustomers ha*e Easypaisa Mobile "ccounts&

:onat#on thro"gh Eas45a#sa Shop

Throuh Easypaisa donation ser*ice, you can assist to the society by carryin the oriin

you accept as factual in& Easypaisa ta0es an start in this consider by proposin donation

ser*ice that double chec0s the mo*e of your donation

22


23/78

allo%ances to distinct associations in a protected and dependable manner& 6sin this

ser*ice, enuine time donation allo%ances are mo*ed to the respecti*e oranizations&

Eas4$5a4 Sol"t#ons for Compan#es

Easy&3ay solutions cater specifically to%ards +orporate =ranizations that need a mode

of fee bundle from clients that is both con*enient and reliable& =ranizations shall be

pro*ided %ith a +orporate Easypaisa Mobile "ccount number, %hich they can

communicate to%ards their customers& +ustomers

%ithin cur*e can other%ise earn fees to%ards the +orporate from thousands of

Easypaisa supermar0et e*erybody aain 3a0istan or from their o%n Easypaisa Mobile

"ccount& #easypaisa$

&$-$& MC% Mob#le

M+! .M. !an0in is a blended effort by M=!1L1K- D.M and M+! !an0

in alinment to maximize the alle*iation and the appro*al of their

respecti*e clients by proposin them all ban0in ser*ices from their *ery o%n Mobilin0

+onnection& Ko% Mobilin0 D.M C M+! clients %ill not ha*e to proceed to ban0 for

their in*estiations and transactional data but they can et the

needed data by utilizin their .M. from their %ireless phones& This time 0eepin

underta0in is another ser*ice bein suested by Mobilin0 to help their customers&

#%orld$

%alance #n;"#r4

ith the help of M+! mobile ban0in ser*ices the customers can ma0e the inquiry for

their account balances at anytime any%here&

M#n#8Statement

M+! %ireless ban0 clients can outloo0 the last six transactions on your connected ban0

23


24/78

account at any time of the day or e*enin, producin it simpler for you to oranize your

money&


25/78

/!% & /akis(an !eleco %o*nica(ions ii(ed #$%, & slaabad #lec(ric $*ppl) %opan)

Make Yo"r MC% V#sa Cred#t Card 5a4ments

+ustomers can no% ma0e their M+! 7isa +redit +ard payments %ithoutdifficulty throuh this ser*ice& They ha*e the pic0 of

compensatin a least compensation, more than least or the full amount&

Ma#nta#n


26/78

+ustomers o*er 3a0istan can no% open a 6!L =mni ban0 account at any 6!L =mni

u0aan of their alternati*e, if close to their d%ellin or location of %or0,

by utilisin their +K1+ number and %ireless telephone number 4 their %ireless telephone

number %ill competently become their ban0 account number irrespecti*e of %hich

ser*ice pro*ider they use&

6!L =mni account holder %ill subsequently be adept to deposit

and remo*e money, ma0e

utility account payments, dri*e orobtain cash, buy %ireless business card *ouchers, ma0e

postpaid %ireless account fee and much more by utilizin di*ersified array of befittin

passaes %hich encompasses 6!L Ket ban0inP "3, .M., +ontact +entre or "TM& Ko

loner %ill they ha*e to *isit a ban0 aency to perform their rudimentary ban0in

transactions neither %ill they be restricted by benchmar0 ban0in hours&

3eople %ithout a 6!L =mni ban0 account %ill furthermore be amused at a 6!L =mni

u0aan %here they can ma0e

utilityaccount payments, dri*e or obtain cash, buy %ireless business card *ouchers and

ma0e postpaid %ireless account payments& #6nited !an0 Limited$

Acco"nt )pen#ng

6!L =mni empo%ers you to open a ban0 account at a placement of your con*enience&

"fter unclaspin an account at any 6!L =mni u0aan, you can run this account from

any 6!L =mni u0aan or any 6!L !ranch& =mni con*erts

your sur*i*in portable number into your ne% ban0 account number& .o %hiche*er

portable bindin you ha*e, you can use the matchin number as your 6!L =mni account

number and put on transactions A days a %ee0&

%#lls 5a4ment

hy stand in lon ro%s or anxiety about compensation of utilityPmobile account

assertions %hen you can compensate your utilityPmobile account assertions anytime at

26


27/78

con*eniently found 6!L =mni u0aan& )ust *isit any 6!L =mni u0aan to

compensate your utilityPmobile account assertions instantly %ithout

any supplemental chares& 2ou can compensate utility or mobile

account assertions of Reistered 6tilityPMobile +ompanies

Mone4 Transfer

Ko% any indi*idual can dri*e cash instantly o*er 3a0istan %ithout the requirement of a

ban0 account& This can be finished e*er so con*eniently by utilizin the po%er and

con*enience of 6!L =mni& 2ou can *isit your close by 6!L =mni u0aan %ith

the initial and an exact duplicate of your +K1+ alon %ith +K1+ number of the recipient

and dri*e cash instantly to your lo*ed ones %ith entire calm of brain endorsed by

the economic security of 6!L&

5"rchase Mob#le Vo"cher

2ou can purchase %ireless cards in all foremost denominations for each cellular operator

at any 6!L =mni u0aan& 2ou donHt require to concern about buyin prepaid business

card from exact shop& hether you are buyin or transient by any 6!L =mni u0aan

you can buy *oucher %ithout any pro*o0e and added chares& 2ou can purchase 3repaid

7ouchers of any of the next companies9 +ompany enomination& #6nited !an0 Limited$

27

https://www.ubl.com.pk/omni/partners.aspxhttps://www.ubl.com.pk/omni/partners.aspxhttps://www.ubl.com.pk/omni/partners.aspx


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Chapter ,$ Research Methodolog4

,$ Research :es#gn

The type of the study %ill be S;uantitati*eH, since it %ill measure the relationship

bet%een the *ariables&

,$& 5roced"re

The study %ill be conducted throuh the follo%in methods9

8& -eepin in *ie% the factors a questionnaire %ill be made&

:& 3ilot testin of questionnaire %ill be done&

& ata %ill be then recorded usin soft%are li0e excel etc&

?& 1nterpretation of the data and results %ould be analyzed by usin different

methodoloies&

@& (ypotheses %ill be then pro*ed or dispro*ed&

A& +onclusion and recommendation %ould be pro*ided&

,$( 5op"lat#on

The total population of -arachi is approximately 8?,? of %hich most of the people

are the users of mobile phones& The population of my research %ould be all those people

in the city of -arachi %ho possess mobile phones&

,$, Sample and Sampl#ng Method

28


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#ase ,Use

A((i(*de

(oardMobileanking/erceied

isk

/erceied

cos(

n(en(ion

(o UseMobileanking

The sample size of my research %ould be and there %ill be a marin of error ? %ith

a confidence le*el of I?G& The sur*ey %ould be done in the places %here people familiar

to the mobile ban0in ser*ices %ill li0ely be a*ailable such as9

3ar0s

Malls

!eaches

.upermar0ets

,$- Concept"al


30/78

3ercei*ed Ris0

#""ndant:

+ustomersH intention to use mobile ban0in

$od"rating %aria&!"9

"ttitude to%ards mobile ban0in&

,$1 64pothes#s

H'9 " positi*e attitude to%ard M4!an0in %ill lead to an intention to utilize M4

!an0in& H(9 3ercei*ed ease of use %ill ha*e a positi*e relationship, mediated by attitude

to%ard M4!an0in, %ith intention to use M4!an0in&

H)9 The percei*ed ris0 of usin M4!an0in %ill ha*e a neati*e relationship,

mediated by attitude to%ard M4!an0in, %ith intention to use M4!an0in& H*9 3ercei*ed cost %ill ha*e a neati*e relationship, mediated by attitude to%ard

M4!an0in, %ith intention to use M4!an0in&

,$2 Software Emlpo4ed

.tatistical tools %ere required to correctly analyze this research& .o 1 ha*e used spread

sheet and soft%ares li0e M. =ffice and .3.. for the analysis of data&

30


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Chapter , &8&8 emoraphic analyses ODender %ise

+non us"rs

-"nd"r Fr".u"n/y 0a!id P"r/"nt Cumu!ati%" P"r/"ntMale

72 72 72

Female28 28 100

Total100 100

+us"rs

-"nd"r Fr".u"n/y 0a!id P"r/"nt Cumu!ati%" P"r/"ntMale

8 8 8Female 1 1 100

Total 100 100

Male Feale0

20

40

60

80

100

=ender

*sers

non *sers

fre;"enc#es

/iure >&8&8 emoraphic analyses ODender %ise

31


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INTERPRETATION:

The information sho%n in abo*e tables and raphs demonstrates that the males %ho are

currently usin Mobile !an0in ser*ices are B? in number and males %ho do not use

mobile ban0in ser*ices are A: in number, similarly females usin mobile ban0in

ser*ices are 8? %hile those females %ho do not use mobile ban0in are :B&

Table >&8&: emoraphic analyses O"e %ise

+non us"rs

Ag" Fr".u"n/y

0a!id

P"r/"nt Cumu!ati%" P"r/"nt

18-2 ! ! !2"-## #" #" $0#!-!1 7 7 $7!2 above # # 100

Total 100 100

0u!er!1

Ag" Fr".u"n/y 0a!id P"r/"nt Cumu!ati%" P"r/"nt18-2 22 22 222"-## #2 #2 !

#!-!1 #7 #7 $1!2 above $ $ 100

Total 100 100

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1825 2633 3441 42 aboe

0

10

20

30

40

50

60

*sers

non *sers

/iure >&8&: emoraphic analyses O"e %ise

INTERPRETATION:

The data in tables and raph abo*e sho%s that the people %ho use Mobile ban0in

ser*ices are :: in number in ae rane of 8B4:? %hile people not usin the ser*ices are

?> in number in the same ae rane& The larer number of users lies in the ae roup of

:@4 emoraphic analyses O Marital status

0(&( u!er!1

Fre%uen&' alid er&ent *umulative er&ent

+in,le7 7 7

Married2 2 100

Total 100 100

0u!er!1


sin,le2$ 2$ 2$

married71 71 100

Total100 100

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$ingle Married

0

10

20

30

40

50

60

70

80

*sers

non *sers

/iure >&8&< emoraphic analyses O Marital status

INTERPRETATION:

1n the abo*e i*en information %e can see that the users of the mobile ban0in ser*ice

are married, percentae bein A8 %hile the non users are mostly sinle people percentae

bein A?G&

Table >&8&> emoraphic analyses O M4ban0in ser*ice used

M2b"(3i() !eri#e u!ed Fre4ue(#y 5"%id Per#e(t Cumu%"tie Per#e(t

Telenor as'aisa/L mniM* Mobile &&ount3one

Total

7# 7# 7#

1$ 1$ $28 8 100

100 100 200

200 200

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!elenor #as)paisa U ,ni M% Mobile Acco*n( .one

0

20

40

60

80

100

120

Fre*enc)

/iure >&8&> emoraphic analyses O M4ban0in ser*ice used

INTERPRETATION:

$ince ('is researc' is diided in(o *sers and non *sers !'e

responden(s 'o did no( *se obile banking ere 100 in n*ber ('e

reaining 100 ere ('ose 'o are c*rren(l) *sing ('e obile banking

serices We can see ro ('e aboe inora(ion proided ('a( (elenor

eas) paisa 'as a larger arke( s'are i(' 73: 'ile U ,ni 'as19: arke( and M% Mobile acco*n( 'as 8: arke( s'are

Table >&8&? emoraphic analyses O Telecom .er*ice

0(&( u!er!1T"!"/om S"r%i/" Fre4ue(#y 5"%id Per#e(t Cumu%"tie Per#e(tTelenor /4one5on,Mobilin6Jazz

arid

:<#21!1

88

:<#21!1

88

:<"$8!8$

8FF

35


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Total 8FF 8FF

Te%e#&m !eri#e 0u!er!1


Telenor /4one5on,Mobilin6Jazzarid

Total

!0 !0 !0

1$ 1$ $

7 7 ""

1" 1" 82

10 10 $2

8 8 100100 100

!elenor Uone Zong Mobilink ;a&8&? emoraphic analyses O Telecom .er*ice

INTERPRETATION:

1n the pre*ious tables %e sa% that telenor easy paisa has a larer mar0et share, in theinformation i*en abo*e %e can see the relationship that those %ho use mobile ban0inser*ices mostly use telenor %ith the frequency of >F& hile those of non users mostly use6fone %ith a frequency of &8&@ emoraphic analyses O /amily income

36


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0(&( u!er!1

1ncome Fre%uen&' alid er&ent *umulative er&ent000-1$$$

7 7 71"000-2$$$

2" 2" ##2"000-0000

#0 #0 "#More tan 0000

#7 #7 100Total

100 100

0u!er!1

1ncome Fre%uen&' alid er&ent *umulative er&ent000-1$$$

20 20 201"000-2$$$

2" 2" !"2"000-0000

#8 #8 8!More tan 0000

1" 1" 100Total 100 100

37


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500015999 1600025999 2600050000 More ('an 50000

0

5

10

15

20

25

30

35

40

*sers

non *se

/iure >&8&@ emoraphic analyses O /amily income

INTERPRETATION:

The information pro*ided by the respondents %ho use mobile ban0in ser*ices mostly belon to the income le*el of Rs& 8@FFF4:?III and Rs& :@FFF4?FFFF %hich is the raneof middle class, lo%er middle class and upper middle class& hile most of therespondents %ho do not use mobile ban0in ser*ices belon to the income le*el of morethan Rs& ?FFFF ehich can be classified as upper class&

38


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*1( #"s/riti%" Ana!ysis

P"r/"i%"d Eas" o2 Us"

Table >&:&8 escripti*e analyses O Learnin to use M4ban0in %ould be easy

0(&( u!er!1

Re!p&(!e! Fre%uen&' alid er&ent *umulative er&ent

stron,l' disa,ree 1$ 1$ 1$

9isa,ree !1 !1 "03eutral 10 10 70

,ree #0 #0 100

Total 100 100

0u!er!1

Re!p&(!e! Fre%uen&' alid er&ent *umulative er&ent

+tron,l' disa,ree " " "9isa,ree !1 !1 !7neutral 7 7 !

,ree #7 #7 $1+tron,l' a,ree

$ $ 100Total 100 100

39


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$ ( r o n g l )

d i s a g r e e

= i s a g r e e

n e * ( r a l

A g r e e

$ ( r o n g l )

a g r e e

0

5

10

15

20

25

30

35

40

45

0earn#ng to "se M8bank#ng wo"ld be eas4

*sers

non *sers

fre;"enc#es

/iure >&:&8 escripti*e analyses O Learnin to use M4ban0in %ould be easy

INTERPRETATION:

The information i*en abo*e sho%s that >8 of the people %ho use mobile ban0indisaree to the statement that learnin to use mobile ban0in %ould be easy %hile 8 disaree %ith the statement and only


41/78

Table >&:&: escripti*e analyses O M4ban0in %ould be useful for doin my business

0(&(2u!er!1

:esonses Fre%uen&' alid er&ent *umulative er&ent

+tron,l'

9isa,ree 0 0 09isa,ree $ $ $neutral #1 #1 !0

,ree 0 0 $0stron,l' a,ree 10 10 100Total 100 100

0u!er!1

:esonses Fre%uen&' alid er&ent *umulative er&ent

+tron,l' 9isa,ree 0 0 0disa,ree

0 0 0neutral

10 10 10 ,ree ! ! "!+tron,l' a,ree #" #" 100Total

100 100

41


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43/78

Table >&:&< escripti*e analyses O M4ban0in %ould impro*e the %ay of my ban0in

0(&(2u!er!1


stron,l' disa,ree1 1 1

disa,ree7 7 8

neutral20 20 28

a,ree#! #! "2

stron,l' a,ree

#8 #8 100Total

100 100

0u!er!1


stron,l' disa,ree

0 0 09isa,ree

0 0 03eutral ! ! !

,ree !# !# !7+tron,l' a,ree # # 100

Total 100 100

43


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s ( r o n g l )

d i s a g r e e

d i s a g

r e e

n e * ( r a l

a g r e e

s ( r o n g l )

a g r e e

0

10

20

30

40

50

60

8bank#ng wo"ld #mpro+e the wa4 of m4 bank#n

*sers

non *sers

fre;"esnc#es

/iure >&:&< escripti*e analyses O M4ban0in %ould impro*e the %ay of my ban0in

INTERPRETATION:

The information i*en by the respondents sho%s the areement to the statement thatMobile !an0in %ould impro*e the %ay of their ban0in& ?< and >< of the usersresponded to stronly aree and aree respecti*ely& hile


45/78

Table >&:&> escripti*e analyses O M4ban0in %ould do my ban0in easier

0(&(u!er!1


stron,l' disa,ree

1 1 19isa,ree

1$ 1$ 203eutral

!2 !2 "2 ,ree

# # $7stron,l' a,ree

# # 100Total

100 100

0u!er!1


+tron,l' disa,ree 0 0 09isa,ree # # #3eutral 10 10 1# ,ree $ $ 72

+tron,l' a,ree 28 28 100Total 100 100

45


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s ( r o n g l )

d i s a g r

e e

d i s a g r

e e

n e * ( r a l

a g r e e

s ( r o n g l ) a g r

e e0

10

20

30

40

50

60

70

M8bank#ng wo"ld do m4 bank#ng eas#er

*sers

non *ser

fre;"enc#es

/iure >&:&> escripti*e analyses O M4ban0in %ould do my ban0in easier

INTERPRETATION:

The table and raph sho%n abo*e depicts that :B people are in stron areement %ith theabo*e statement and ?I are in areement < of them disareein %ith the statement& hile


47/78

P"r/"i%"d Cost

Table >&:&? escripti*e analyses O 6sin M4ban0in %ould +ost alot

0(&( u!er!1


stron,l' disa,ree 2 2 2disa,ree

! ! "neutral

12 12 18a,ree

! ! 72stron,l' a,ree

28 28 100Total

100 100

0u!er!1


+tron,l' disa,ree 9isa,ree

#$ #$ !!3eutral 2# 2# "7

,ree

2# 2# $0+tron,l' a,ree

10 10 100Total

100 100

47


48/78

s ( r o n g l )

d i s a g

r e e

d i s a g

r e e

n e * ( r a l

a g

r e e

s ( r o n g l ) a g

r e e

0

10

20

30

40

50

60

Us#ng M8bank#ng wo"ld cost alot

*sers

non *sers

fre;"enc#es

/iure >&:&? escripti*e analyses O 6sin M4ban0in %ould +ost alot

INTERPRETATION:

The information i*en abo*e sho%s that of the non usersaree %ith the statement and :B stronly aree %hile only > of them disaree %ith thestatement&

48


49/78

Table >&:&@ escripti*e analyses O 1nternet +ost of 6sin M4ban0in %ould be hih

0(&( u!er!1


stron,l' disa,ree ! ! !disa,ree 17 17 21neutral !1 !1 "2a,ree #! #! $"stron,l' a,ree

! ! 100Total 100 100

0u!er!1


+tron,l' disa,ree2 2 2

9isa,ree 22 22 2!3eutral #7 #7 "1

,ree #2 #2 $#+tron,l' a,ree

7 7 100Total 100 100

49


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s ( r o n g l )

d i s a g r e e

n e * ( r a l

s ( r o n g l )

a g r e e

05

10152025

3035

4045

et access cost of "s#ng M8bank#ng wo"ld b

*sers

non *sers

fre;"enc#es

/iure >&:&@ escripti*e analyses O 1nternet +ost of 6sin M4ban0in %ould be hih

INTERPRETATION:

Most of the respondents %ho use mobile ban0in ser*ices and %ho do not use are neutralabout this statement i&e& >8G of the non users and


51/78

Table >&:&A escripti*e analyses O there are financial barriers #e&& internet access cost$ tome usin M4ban0in

0(&( u!er!1


stron,l' disa,ree 2 2disa,ree 10 10neutral 12 12 2a,ree 2 2stron,l' a,ree

2! 2! 10Total 100 100

0u!er!1


+tron,l' disa,ree 1 19isa,ree 1# 1#neutral 28 28

,ree !$ !$+tron,l' a,ree

$ $ 1Total 100 100

51


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s ( r o n g l ) d i s a g r e e

d i s a g

r e e

n e * ( r a l

a g r e e

s ( r o n g l )

a g r e e

0

10

20

30

40

50

60

#al barr#ers 7e$g$ #nternet access cost9 to me "

*sers

non *sers

fre;"enc#es

Table >&:&A escripti*e analyses O there are financial barriers #e&& internet access cost$ tome usin M4ban0in

INTERPRETATION:

The information pro*ided in the abo*e tables and raphs sho%s a lare percentae ofusers and non users aree to the abo*e statement i&e& there are financial barriers to usemobile ban0in the percentae bein ?:G of the non users and >IG of the users& hile:> G of the non users stronly aree to the statement and :BG of the users are neutralabout it&

52


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P"r/"i%"d Ris3

Table >&:&B escripti*e analyses O +onductin my ban0in on Mobile phone %ould be

secure

0(&( u!er!1


stron,l' disa,ree !2 !2 !9isa,ree !1 !1 83eutral 7 7 $

,ree $ $ $stron,l' a,ree

1 1 10Total 100 100

0u!er!1


+tron,l' disa,ree 2 29isa,ree 28 28 #3eutral 1# 1# !

,ree 1$ 1$ "+tron,l' a,ree

#8 #8 10Total 100 100

53


54/78

s ( r o n g l ) d i s a g r e e

d i s a g r e e

n e * ( r a l

a g r e e

s ( r o n g l )

a g r e e

0

5

10

15

20

25

3035

40

45

"ct#ng m4 bank#ng on Mob#le phone wo"ld be se

*sers

non *ser

A>#s T#tle

A>#s T#tle

/iure >&:&B escripti*e analyses O +onductin my ban0in on Mobile phone %ould besecure

INTERPRETATION:

The abo*e data ta0en by respondents a lare number of non users disaree and stronlydisaree to the statement that conductin their mobile ban0in on mobile phones %ould be secure percentae bein >:G for stronly disaree and >:G for disaree& There are:BG of the users %ho also disaree %ith the statement& They miht be some unsatisfiedcustomers&


55/78

Table >&:&I escripti*e analyses O M4ban0in %ould handle my business correctly

0(&( u!er!1


stron,l' disa,ree 1 1disa,ree 2! 2! 2neutral #0 #0 a,ree !0 !0 $stron,l' a,ree

10Total 100 100

0u!er!1


stron,l' disa,ree 0 0 9isa,ree 7 7neutral 21 21

,ree #7 #7+tron,l' a,ree # # 1

Total 100 100

55


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s ( r o n g

l ) d i s a g r e e

d i s a g r e e

n e * ( r a l

a g r e e

s ( r o

n g l )

a g r e e

0

5

10

15

20

25

3035

40

45

M8bank#ng wo"ld handle m4 b"s#ness correctl4

*sers

non *ser

fre;"enc#es

/iure >&:&I escripti*e analyses O M4ban0in %ould handle my business correctly

INTERPRETATION:

The abo*e raph and tables depict a positi*e response of the users to the statement thatM4ban0in %ould handle their business correctly percentae bein :8,


57/78

Table >&:&8F escripti*e analyses O There is little daner that anythin o %ron usinM4ban0in

0(&( u!er!1


stron,l' disa,ree 2# 2# 2#disa,ree !7 !7 70neutral 1! 1! 8!a,ree 1! 1! $8stron,l' a,ree 2 2 100Total 100 100

0u!er!1


+tron,l' disa,ree 9isa,ree #0 #0 #neutral 21 21 "

,ree #! #! $0+tron,l' a,ree

10 10 100Total

100 100

57


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s ( r o n g l )

d i s a g

r e e

d i s a g

r e e

n e * ( r a l

a g r e e

s ( r o n g l )

a g r e e

05

101520253035

404550

l#ttle danger that an4th#ng go wrong "s#ng M8

*sers

non *sers

fre;"enc#es

/iure >&:&8F escripti*e analyses O There is little daner that anythin o %ron usinM4ban0in

INTERPRETATION:

The information recei*ed from the respondents sho%s that G of the users aree %iththe statement that there is little daner that anythin %ill o %ron usin mobile ban0in%hile AG of the non users disaree %ith the statement%hile 8>G are neutral and disaree&

58


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Int"ntions to us" $o&i!" Ban3ing

Table >&:&88 escripti*e analyses O 1 %ould ta0e ad*antae of mobile phone ban0in for

my ban0in acti*ities&

0(&( u!er!1


*omletel' disa,ree8 8

Mostl' disa,ree2" 2"

neiter a,ree;disa,ree ! !Mostl' a,ree

17 17&omletel' a,ree

! !Total 100 100

0u!er!1


*omletel' disa,ree1 1

neiter a,ree;disa,ree11 11

Mostl' a,ree7 7

*omletel' a,ree#1 #1

Total100 100

59


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% o p l e

( e l )

d i s a g r e e

n e i ( '

e r a g r e e

> d i s a

g r e e

c o p l e

( e l )

a g r e e

0

10

20

3040

50

60

ld take ad+antage of mob#le phone bank#ng for m4 bank#ng act#+

*sers

non *sersfre;"enc#es

/iure >&:&88 escripti*e analyses O 1 %ould ta0e ad*antae of mobile phone ban0in for my ban0in acti*ities&

INTERPRETATION:

The information i*en in the abo*e raph and tables sho%s that most of the users areneutral %ith the statement that they %ould ta0e ad*antae of usin mobile phone ban0infor their ban0in acti*ities percentae bein >? of the non users and ?A of the users&


61/78

Table >&:&8: escripti*e analyses O Di*en that 1 ha*e access to a %eb4enabled mobile phone, 1 predict that 1 %ould use m4ban0in&

0(&( u!er!1

Fre%uen&' alid er&ent *umulative er&en

*omletel' disa,ree 1 1Mostl' disa,ree 21 21neiter a,ree;disa,ree 28 28Mostl' a,ree !1 !1&omletel' a,ree $ $Total 100 100

0u!er!1

Fre%uen&' alid er&ent *umulative er&en

&omletel' disa,ree 0 0Mostl' disa,ree

! !neiter a,ree;disa,ree $ $Mostl' a,ree 1 1

*omletel' a,ree #" #"Total

100 100

61


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% o p l e ( e l ) d

i s a g r e e

M o s ( l ) d

i s a g r e e

n e i ( '

e r a g r e e > d

i s a g r e e

M o s ( l )

a g r e e

c o p l e ( e

l ) a g

r e e

0

10

20

30

40

50

60

ss to a web8enabled mob#le phone? I pred#ct that

*sers

non *sers

A>#s T#tle

fre;"enc#es

/iure >&:&8: escripti*e analyses O Di*en that 1 ha*e access to a %eb4enabled mobile

phone, 1 predict that 1 %ould use m4ban0in&

INTERPRETATION:

Di*en the information abo*e %e can see that ?8G of the users and >8G of the non usersmostly aree that if they ha*e access to %eb4enabled mobile phones they %ould usemobile ban0in ser*ices G %hich means these are the consumers %ho are not *erymuch satisfied %ith the ser*ices&

62


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Table >&:&8< escripti*e analyses O hen you ha*e ban0in to do, ho% li0ely are you touse mobile phone ban0inU

0(&( u!er!1


ver' unli6el' 2 2/nli6el' # # #3eutral 1" 1" Li6el' #2 #2 8ver' li6el' 1 1 10Total 100 100

0u!er!1


ver' unli6el' /nli6el'

11 113eutral 7 7Li6el' #8 #8

+tron,l' Li6el' !! !! 1Total 100 100

63


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er) *nlikel) *nlikel) ne*(ral likel) er) likel)05

10

15

20

25

30

35

40

45

50

bank#ng to do? how l#kel4 are 4o" to "se mob#le

*sers

non *sers

fre;"enc#es

/iure >&:&8< escripti*e analyses O hen you ha*e ban0in to do, ho% li0ely are you touse mobile phone ban0inU

INTERPRETATION:

The statement abo*e is related to usersH intentions to use mobile phone ban0in& >G users are stronly li0ely to use mobile phone ban0in %hile88 G of the users are unli0ely to use mobile phone ban0in& 1f %e see the responses of thenon users %e can clearly say that most of the non users are oin to be consumers of thisser*ice soon&


65/78

Attitud"s to4ards $o&i!" Ban3ing

Table >&:&8> escripti*e analyses O (o% ood or bad do you feel about usin mobile phone ban0inU

0(&( u!er!1


ver' bad0 0 0

ad1$ 1$ 1$

3eutral 2" 2" !


66/78

er) bad bad ne*(ral good er) good0

10

20

30

40

50

60

d or bad do 4o" feel abo"t "s#ng mob#le phone

*sers

non *sers

fre;"enc#es

/iure >&:&8> escripti*e analyses O (o% ood or bad do you feel about usin mobile phone ban0inU

INTERPRETATION:

The results of the statement abo*e sho% their attitudes to%ards mobile ban0 ser*ices&>BG and IG of the users feel ood about this technoloy oriented ser*ice:@G are neutral and 8IG feel bad about it&

66


67/78

Table >&:&8? escripti*e analyses O (o% pleasant or unpleasant do you thin0 it is to usemobile phone ban0in

0(&( u!er!1


ver' unleasant 0 0 0/nleasant 1# 1# 1#3eutral 8 8 71leasant 2" 2" $7ver' leasant # # 100Total

100 100

0U!er!1


ver' unleasant 0 0 0/nleasant 2 2 23eutral 2# 2# 2

leasant ! ! 70ver' leasant #0 #0 100Total 100 100

67


68/78

6 e r )

* n p l e

a s a n

(

* n p l e

a s a n

(

n e * ( r a l

p l e a s a n

(

6 e r )

p l e a s a n

(0

10

20

30

40

50

60

70

r "npleasant do 4o" th#nk #t #s to "se mob#le

*sers

non *sers

A>#s T#tle

fre;"enc#es

Table >&:&8? escripti*e analyses O (o% pleasant or unpleasant do you thin0 it is to usemobile phone ban0in

INTERPRETATION:

"ttitude of the respondents to the abo*e statement sho%s that all the users mostly feel pleasant about M4ban0in percentae bein >? for pleasant,


69/78

Table >&:&8@ escripti*e analyses O (o% pleasant or unpleasant do you thin0 it is to usemobile phone ban0in

0(&( u!er!1 6&7 mu#$ 7&u%d y&u !"y y&u 7&u%d %i3e &r di!%i3e u!i() m&bi%e p$&(e b"(3i()8

Fre%uen&' er&ent alid er&ent *umulative er&ent

alid stron,l' disli6e

1 1 1

disli6e 2 2!.8 2 2"

neutral 12 11.$ 12 #8

li6e 1 0. 1 8$

stron,l' li6e11 10.$ 11 100

Total 100 $$ 100 Missin, +'stem 1 1 Total 101 100

6&7 mu#$ 7&u%d y&u !"y y&u 7&u%d %i3e &r di!%i3e u!i() m&bi%e p$&(e b"(3i()8

Fre%uen&' er&ent alid er&ent *umulative er&en

stron,l' disli6e 9isli6e

$ 8.8 $neutral 10 $.8 10 1

Li6e !2 !1.2 !2 "+tron,l' li6e #$ #8.2 #$ 10

Total100 $8 100

Missin, +'stem 2 2 Total 102 100

69


70/78

s(rongl) dislike dislike ne*(ral like s(rongl) like0

10

20

30

40

50

60

4o" sa4 4o" wo"ld l#ke or d#sl#ke "s#ng mob#le

*sers

non *sers

A>#s T#tle

fre;"enc#es

/iure >&:&8@ escripti*e analyses O (o% pleasant or unpleasant do you thin0 it is to usemobile phone ban0in

INTERPRETATION:

The information pro*ided in the abo*e raph and tables clearly sho% that >:G of the li0ethe M4ban0in and


71/78

*1) Corr"!ation 5 R"gr"ssion Ana!ysis

Table >&@ %hich means there is a %ee0 correlation& Thesinificance le*el is F %hich means there is F G probability that the independent *ariabledoes not influence the dependent *ariable&

71


72/78

Table >&


73/78

Table >&ards M-ban6in, earson *orrelation .7$1??

+i,. (2-tailed) .000

3 100

er&eived :is6 earson *orrelation ."??

+i,. (2-tailed) .000

3 100

??. *orrelation is si,ni4i&ant at te 0.01 level (2-tailed).

?. *orrelation is si,ni4i&ant at te 0.0 level (2-tailed).

INTERPRETATION:

1n the abo*e table %e can see that ercei!ed "ase of #se has a 3earson correlation &


74/78

ercei!ed $isk’s 3earson +orrelation is &?@? %hich means there is a relati*ely moderatecorrelation& The sinificance le*el is F %hich means there is F G probability that theindependent *ariable does not influence the dependent *ariable&

Table >& Reression analysis O 6sers

RE-RESSION +USERS

M&de% Summ"ry

Model : : +%uare

d@usted :

+%uare

+td. rror o4

te stimate

*an,e +tatisti&s

: +%uare

*an,e F *an,e d41 d42 +i,

1 .7$1a ."2" ."22 .!01 ."2" 1"!.112 1 $8

a. redi&torsA (*onstant)B ttitude to>ards M-ban6in,

C&e''i#ie(t!

Model

/nstandardized *oe44i&ients

+tandardized

*oe44i&ients

t +i,. +td. rror eta

1 (*onstant) 1.20 .2#1 .!0! .000

ttitude to>ards M-ban6in, .708 .0 .7$1 12.811 .000

a. 9eendent ariableA =ntention to use

INTERPRETATION:

The information in the abo*e table sho%s that the adjusted R square is &@:: %hich means@:&:G *ariation in the intention to use mobile ban0in is due to attitudes to%ards mobile ban0in& The !eta coefficient is &AI8 %hich means chane of 8 in the attitude to%ardsmobile ban0in %ill chane &AI8 in the intention to use mobile ban0in& The sinificancele*el is F %hich means there is F G probability that the independent *ariable does notinfluence the dependent *ariable&

74


75/78

Concl"s#on

"fter the complete analysis of research %e can conclude that most of the users are *erysatisfied %ith the Mobile ban0in ser*ices and they ha*e accepted it completely and theyare most li0ely to continue usin the ser*ices of mobile ban0in& "nother findin %hich%e can conclude is that most of the users belon to middle aed roup and they aremarried& Most of them are in the rane of lo%er middle, middle and upper middle class%hich is actually the tareted mar0et of mobile ban0in ser*ice pro*iders&

hile on the other hand if %e compare the acceptance of mobile ban0in the people %hoha*e not used this ser*ice as yet, %e can see that there are a number of people %ho ha*e a positi*e attitude to%ards the mobile ban0in and they are intended to use mobile ban0inser*ices in near future& .ince most of the people are not *ery much chane oriented andthey tend to follo% the traditional %ays it becomes hard for them to adapt to the ne%thins in the mar0et&

3ercei*ed cost and percei*ed ris0 are the factors that hinder a fe% of consumers and mostof the non users to utilize the mobile ban0in ser*ices %hile the ease of use %hich it pro*ides is the major factor for the consumer acceptance and satisfaction for the mobile ban0in ser*ices&

Recommendat#ons

3eople %ho use mobile ban0in ser*ices seem quite satisfied but they do ha*e a percei*ed ris0 and percei*ed costs in their minds %hich may result in neati*e impact ontheir usae continuity& .ince the middle class is the reular user and satisfied customer of this ser*ice the mobile ban0in companies should loo0 for%ard to taret other mar0ets as%ell&

Mar0et share of M+! is *ery lo% that 1 probably because of lo% mar0etin acti*ity& 1t

should start attractin customers to ain future profits because there is a lare mar0et of non users to enter and utilize this ser*ice&

/or non users it is recommended to the mobile ban0in ser*ice pro*iders to moti*atethem to utilize their ser*ices since there is a lare number of a population %ho is still notusin it and some of them are not a%are of it& They should start creatin a%areness and pro*ide reinforcement and moti*ation to the people so they enter the mar0et and ma0euse of the technoloy oriented ser*ices&

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Mob#l#nk world$ serices mcbmobile.com. ?,nline@

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op(ionGcoCcon(en(H(askGieHidG16H(eidG21

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