Investigating the Factors Influencing Consumers’ Adoption of Mobile Banking Services in Tshwane

Abstract The primary aim of this research study was to examine factors influencing consumers’ adoption of mobile banking services in Tshwane, South Africa. Based on convenience and simple random sampling approaches, a structured questionnaire was used to collect primary data from the sample of one hundred and twenty (n = 120) participants who are retail banking customers. Frequencies, descriptive statistics, factor analysis and stepwise linear regression statistical techniques were applied to analyse the survey data using the SPSS 24 software. The overall Cronbach’s alpha (α = 0.762) and Keiser-Meyer Olkin (KMO = 0.811) values indicate that the instrument’s items were internally consistent and statistically valid for factor analysis. The adjusted R-squared estimated from stepwise linear regression model reveals that approximately 97% of variation in mobile banking services adoption by retail banking customers in Tshwane is influenced by perceived self-efficacy, perceived risk, relative advantage and perceived compatibility. Based on the t-statistics, perceived compatibility had the highest statistically significant and positive influence on mobile banking services adoption, followed by perceived self-efficacy and relative advantage. Conversely, perceived risk had a significant and negative influence on mobile banking adoption among retail banking consumers in Tshwane. Keywords: mobile banking, adoption, perceived, self-efficacy, risk, compatibility, relative advantage