Determinants of continuous mobile banking usage in Malaysian police force

Mobile banking has the potential to improve both people's lives and bank efficiency. The long-term success of mobile banking is dependent on its consistent use. This study aims to investigate determinants of continuous mobile banking usage in the Malaysian police force. Police officers are one of the essential services among government servants in Malaysia. Work patterns and internal work time challenges among police officers. Mobile banking services allow police officers to conduct banking transactions without going to the bank. The main elements influencing police officers' continuous usage intention of mobile banking services are technology acceptance, quality dimension, and protection motivation. Underpinned by the Unified Theory of Acceptance and Use of Technology (UTAUT), Delone Mclean IS model and Protection Motivation Theory. The partial least squares technique was used to analyse empirical data from 562 Malaysian police officers who had prior experience with mobile banking. Results show a positive relationship between technology acceptance, perceived service quality, perceived system quality positively affect continuous usage intention. Hence, perceived information quality and protection motivation do not have significant effects on continuous usage Intention. Technology acceptance and protection motivation positively have significant effects on continuous usage behaviour. Moreover, continuous usage intention positively significant effects mediate the relationship between technology acceptance and continuous usage behaviour. Instead, continuous usage intention positively not significant effects mediates the relationship between protection motivation and continuous usage behaviour. In addition, mobile banking usage intention positively affects continuous usage behaviour. As a result, banks should prioritise these factors in their decision-making to increase the perceived benefits of mobile banking

PRIVACY CONCERNS AND PROTECTION MOTIVATION THEORY IN THE CONTEXT OF MOBILE BANKING

Nearly 100% of Americans aged 18 to 29 own a cell phone of some kind, and there has been a move toward using mobile devices for financial services; however, such a move also implies increased opportunities for fraud. Although technology has traditionally been blamed for showing some vulnerabilities, individuals are in a better position to deter technology-based fraud when they are concerned about revealing their personal information. The purpose of this study is to examine the influence of protection motivation theory (PMT) on privacy concerns (PC) and the consequences of this influence in trust, specifically in the context of mobile banking (m-banking). We tested our research model in an online survey with 351 American m-banking users from Amazon Mechanical Turk. We addressed one literature gap that is the omission of fear in PMT as an antecedent of PC, and one opportunity that is to reuse the most recent PC scale (Internet Privacy Concerns – IPC) as initially conceptualized. We found that the fear of losing information from m-banking activates PC and induces the user to have less trust in this platform. In addition, we proposed an improvement to the IPC scale by adding a new second-order factor named exposure management (individuals’ consciousness about the control users feel they have over their personal information)