The mobile banking is an increasingly popular service for customers of the traditional banking industry. On the surface, China has the highest adoption rate of this new technology, yet many users do not remain active or they only use mobile banking for the simplest tasks such as checking their balance. This research was designed to uncover the reasons for these two issues by identifying the major factors influencing users' intention to continue using mobile banking (continuance intention) as well as their behavioural intention to try new mobile banking functions. To do so, an integrated model was developed on the basis of the unified theory of acceptance and use of technology model (UTAUT), task-technology fit model (TTF) and expectation confirmation model (ECM). Empirical data were collected from China's mobile banking users and the integrated model was tested using Partial Least Squares Structural Equation Modelling (PLS-SEM) approach. The results indicate that the main factors which positively influence the continuance intention include satisfaction, performance expectancy and effort expectancy. Continuance intention, in turn, influences behavioural intention to try new functionality, together with social influence, facilitating conditions and confirmation. Moreover, some mediating effects were discovered. For example, task-technology fit may indirectly affect the continuance intention through users' satisfaction. The research results have a number of theoretical contributions. Firstly, this research discovers that the impact of task-technology fit on users' continuance intention towards mobile banking is fully mediated by users' satisfaction. This enriches the extant literature that is mostly focused on the technology perceptions (e.g. performance expectancy and effort expectancy) of users. Secondly, this research identifies that satisfaction also mediates the impact of confirmation of expectations on continuance intention, also extending the literature on the continuance usage of information systems. Thirdly, this research fills the gap in extant research regarding users' intention to try new mobile banking functions, by proposing a new integrated model using constructs from UTAUT, TTF, and ECM, and demonstrating that continuance intention itself fully mediates the impact of performance expectancy and effort expectancy on behavioural intention. The new model has a high explanatory power than each individual model offers. The research results also have management implications in terms of how to improve the task-technology fit to support continuous use and extended the use of mobile banking. For instance, to improve continuance intention banks can improve satisfaction by optimising task-technology fit. This in turn will require better understanding of users' different task requirements in specific market segments. In addition, banks can also attract users' behavioural intention to try new functionality by timely updating corresponding technology and launching marketing campaigns to keep users informed of any new functions of their mobile banking application.

Financial inclusion is a measure of the ability of a population to make use of financial services. High rates of financial inclusion in a country are empirically correlated with high levels of economic development in that country; low rates of financial inclusion are correlated with low levels of development. Thus, policy makers are generally agreed that one method to increase economic development is to increase the level of financial inclusion. Not all attempts to increase financial inclusion are successful. Initiatives to improve financial inclusion can fail when policy makers or financial service providers have incorrect perceptions about financial inclusion. They may have incorrect perceptions about the purposes and beneficiaries of financial inclusion, or incorrect perceptions about how technology can encourage financial inclusion. This thesis investigates the perceptions of Pakistani bankers about financial inclusion in Pakistan. A survey of 125 Pakistani bankers was conducted. The results of the survey show that while bankers want to improve financial inclusion, they have perceptions that limit their effectiveness in reaching this goal. First, bankers’ perceptions of the actual financial inclusion levels in the country are higher than generally accepted empirical measures. Second, their perceptions about the reasons for financial exclusion are limited to socio-economic factors like low income and education of people. Finally, they have limited appreciation of the role that technology can play in elevating the level of financial inclusion. Bankers show more interest in customer-facing technology than in back-end technical infrastructure, thus limiting the scalability and interoperability of their systems. Our guidance to policy makers is to address these perceptual problems through education and through government-backed technical infrastructure programs, thus better enabling the banking industry to improve financial inclusion in Pakistan.

Financial inclusion is a measure of the ability of a population to make use of financial services. High rates of financial inclusion in a country are empirically correlated with high levels of economic development in that country; low rates of financial inclusion are correlated with low levels of development. Thus, policy makers are generally agreed that one method to increase economic development is to increase the level of financial inclusion. Not all attempts to increase financial inclusion are successful. Initiatives to improve financial inclusion can fail when policy makers or financial service providers have incorrect perceptions about financial inclusion. They may have incorrect perceptions about the purposes and beneficiaries of financial inclusion, or incorrect perceptions about how technology can encourage financial inclusion. This thesis investigates the perceptions of Pakistani bankers about financial inclusion in Pakistan. A survey of 125 Pakistani bankers was conducted. The results of the survey show that while bankers want to improve financial inclusion, they have perceptions that limit their effectiveness in reaching this goal. First, bankers’ perceptions of the actual financial inclusion levels in the country are higher than generally accepted empirical measures. Second, their perceptions about the reasons for financial exclusion are limited to socio-economic factors like low income and education of people. Finally, they have limited appreciation of the role that technology can play in elevating the level of financial inclusion. Bankers show more interest in customer-facing technology than in back-end technical infrastructure, thus limiting the scalability and interoperability of their systems. Our guidance to policy makers is to address these perceptual problems through education and through government-backed technical infrastructure programs, thus better enabling the banking industry to improve financial inclusion in Pakistan.

L’étude de la confiance dans le domaine des sciences de l’information et de la communication revêt une importance capitale pour cette discipline au carrefour des autres. Elle permet d’affiner mais aussi de compléter les connaissances pour une meilleure appréhension des phénomènes informationnels et communicationnels. La confiance du fait de sa nature jugée trop théorique, reste très peu mobilisée dans les recherches comme une variable explicative des phénomènes de l’information et de la communication.L’objectif de ce travail est de mesurer le niveau de confiance des utilisateurs dans « orange money ». Ce service de transaction monétaire par téléphone mobile fait désormais partie de la gamme des services proposés à la population malienne par la société de télécommunication Orange Mali. En vue d’atteindre cet objectif, un questionnaire a été administré auprès de 309 citadins dans le district de Bamako (Mali).Les résultats issus du traitement et de l’analyse des données collectées montrent que, les répondants ont un niveau élevé de confiance dans les transactions monétaires sur téléphone mobile. Cependant, il ressort de ces résultats une méfiance généralisée des participants à l’enquête à donner leurs informations personnelles à Orange Mali. L’ensemble de ces résultats sont interprétés dans un chapitre dédié.Le présent de thèse s’articule autour de dix chapitres. Il se compose de trois grandes parties dont la première est consacrée à la présentation des concepts théoriques de la confiance, le contexte économique et social. La deuxième partie se focalise sur l’analyse des données et l’interprétation des résultats de l’étude. La troisième partie est focalisée à la mise en perspectives des principaux résultats de ce travail. / The study of trust in the field of information and communication science is of paramount importance in this discipline at the crossroad of others research field. It helps to refine and to supplement the knowledge to a better understanding of informational and communicational phenomena. Trust due to it theoretical aspects, is rarely mobilized in research as an explanatory variable in information and communication sciences.The objective of this work is to measure the level of trust of "Orange Money" users. This money transfer system based on mobile phone is now part of the range of services offered by the company of telecommunications Orange Mali to Malian populations. In order to achieve this, a questionnaire was administered to 309 citizens in the district of Bamako, the main city of Mali.Results from the processing of collected data show a high level of confidence of users in monetary transactions by mobile phone. However, the result shows a general distrust of survey participants to give their personal information to Orange Mali. All these results are interpreted in a dedicated chapter.The present thesis focuses on ten chapters organized into three parts: the first is devoted to the presentation of theoretical concepts on trust, economic and social context. The second part focuses on the analysis, processing and interpretation of data collected on our field survey. And finally, in the third part, we try to put into perspective the results.

[pt] A crescente importância da utilização de smartphones e tablets no dia a dia do consumidor vem sendo enfocada nos estudos referentes à internet como um canal de informação, compra e venda de serviços de turismo. Entretanto, ainda há uma lacunanas pesquisas em relação às motivações e barreiras que levam os consumidores a usar aplicativos móveis financeiros. A hipótese central deste estudo é de que a intenção de confiar no uso de aplicativos móveis bancários tem um papel fundamental na formação da intenção de uso do mobile banking. A partir da análise da literatura, são identificados e selecionados antecedentes de maior relevância na decisão do uso do mobile banking. Com base nestes, então, foi proposto um modelo estrutural e foram formuladas oito hipóteses relacionando os construtos utilizados e seus efeitos sobre a intenção de confiar e a adoção do mobile banking. Todas as hipóteses foram testadas por meio de equações estruturais com base nos dados de uma pesquisa (survey), que resultou em uma amostra de 272 usuários de aplicativos móveis financeiros residentes na cidade do Rio de Janeiro (RJ). Os resultados obtidos confirmaram a maior parte das hipóteses formuladas, e relações significativas foram verificadas entre o construto confiança e os demais construtos abordados, as quais influenciam significativamente a intenção de uso de serviços bancários que empregam o mobile banking. / [en] The growing importance of the use of smartphones and tablets on the consumer s everyday life has been focused on the studies on the Internet as an information channel, purchase and sale of tourism-related services. However, there is still a gap in research regarding the motivation and barriers that lead consumers to use financial mobile apps. The central hypothesis of this study is that the intention of relying on the use of mobile banking app has a key role in shaping the mobile banking usage intention. From the literature review, the most relevant backgrounds in deciding the use of mobile banking are identified and selected. Based on these, a structural model was proposed and eight hypotheses were formulated, listing the constructs used and their effect on the intention of trust and the adoption of mobile banking. All hypotheses were tested using structural equations based on data from a survey made with 272 users of financial mobile apps, resident in the city of Rio de Janeiro (RJ). The results confirmed that most of the assumptions made, and significant relationships, were observed between the construct confidence and the other addressed constructs, which significantly influence the intended use of banking services through mobile banking.

El sector bancario ha experimentado cambios de mercado importantes a raíz de las expectativas del cliente, capacidades tecnológicas, requerimientos regulatorios, la demografía y economía (PWC, 2020). Por esta razón, las instituciones financieras buscan crear ventajas competitivas a través de los alcances tecnológicos y experienciales (World Retail Banking Report, 2019). En consecuencia, la banca móvil (MB) surge en como la plataforma digital para realizar transacciones en dispositivos móviles (Masrek, 2018), la cual influencia la percepción del cliente, respecto al valor entregado que representan por los beneficios presentados en el uso (Dws Group, 2018). La presente investigación busca analizar el uso de banca móvil en Perú urbano a través de las variables: calidad de servicio, confianza, satisfacción y compromiso de marca. Se hará uso de un cuestionario de enfoque cuantitativo de dos partes, demográfico y uso de banca móvil. La metodología comprende un estudio correlacional causal, el cual será analizado bajo la técnica de modelos de ecuaciones estructurales (SEM). / The banking sector has undergone major market changes due to customer expectations, technological capabilities, regulatory requirements, demographics, and the economy (PWC, 2020). For this reason, financial institutions need to create competitive advantages through technological and experiential scopes (World Retail Banking Report, 2019). Consequently, mobile banking (MB) emerges as the digital platform to carry out transactions on mobile devices (Masrek, 2018), which influences the perception of the client, regarding the value delivered that they represent by the benefits presented in the usage (Dws Group, 2018). This research seeks to analyze the use of mobile banking in urban Peru through the variables: quality of service, trust, satisfaction and brand commitment. A two-part questionnaire will be used, demographic and mobile banking use. The methodology comprises a causal correlational study, which will be analyzed using the structural equation modeling (SEM) technique. / Trabajo de investigación

El canal digital bancario que mayor crecimiento ha tenido en los últimos años es la banca móvil, con un incremento promedio de 114% al año. No obstante, aún es un canal en desarrollo con mucho potencial. La penetración de la banca móvil del 2019 fue apenas de un 12% (Asbanc, 2019). Por otro lado, los consumidores se encuentran en un entorno saturado por la publicidad, donde todas las marcas ofrecen el mejor producto. Ante tal saturación, es difícil identificar qué promesas de valor son ciertas. Es entonces que la experiencia y testimonio de otros consumidores cobra mayor relevancia. Los sitios web de valoraciones, los videos de reseñas y los influenciadores son ejemplos de cómo las marcas están migrando hacia una comunicación más verídica y confiable proveniente de fuentes independientes. Más aun tratándose de la generación Millennial, quienes realizan sus compras influenciados por recomendaciones de familiares y amigos o por medio de reseñas vistas en línea (Ipsos, 2018). Es por ello que esta investigación tiene como objetivo determinar si el marketing boca a boca tiene relación con la adopción de la banca móvil en usuarios de banca móvil de 25 a 30 años que residen en la Zona 7 de Lima Metropolitana (Miraflores, San Isidro, San Borja, Surco, La Molina), para ello se midió la correlación entre el boca a boca y variables de adopción de la banca móvil como la facilidad de uso percibida, utilidad percibida, norma social, confianza, actitud e intención de uso. / The digital banking channel that has grown the most in recent years is mobile banking, with an average increase of 114% per year. However, it is still a developing channel with great potential. Mobile banking penetration in 2019 was just 12% (Asbanc, 2019). On the other hand, consumers find themselves in an environment saturated by advertising, where all brands offer the best product. In the face of such saturation, it is difficult to identify which promises of value are true. It is then that the experience and testimony of other consumers becomes more relevant. Ratings websites, review videos, and influencers are examples of how brands are migrating toward more truthful and trustworthy communication from independent sources. Even more so in the case of the Millennial generation who make their purchases influenced by recommendations from family and friends or through reviews seen online (Ipsos, 2018). That is why this research aims to determine if word of mouth marketing is related to the adoption of mobile banking in mobile banking users aged 25 to 30 years who reside in Zone 7 of Metropolitan Lima (Miraflores, San Isidro, San Borja, Surco, La Molina), for this the correlation between word of mouth and mobile banking adoption variables such as perceived ease of use, perceived utility, social norm, trust, attitude and intention to use was measured. / Tesis

Solicitud de embargo por publicación en revista indexada. / En la actualidad, la tecnología móvil se ha posicionado en el estilo de vida de muchas personas. Esto se ha expandido en el sector de la banca a través de los aplicativos de banca móvil de distintas empresas debido a las distintas facilidades y ventajas que posee el utilizar esta plataforma. Esta investigación apunta a poder descubrir las causas que conllevan a la adopción del uso del aplicativo de la banca móvil en Lima Metropolitana. A través de las distintas teorías e investigaciones de otros autores se ha logrado encontrar los determinantes que poseen la mayor influencia. Entre ellos se encuentra la seguridad percibida, la facilidad de uso y la utilidad percibida. / Today, mobile technology has become a part of many people's lifestyles. This has expanded in the banking sector through the mobile banking applications of different companies due to the different facilities and advantages of using this platform. This research aims to discover the causes that lead to the adoption of the use of the mobile banking application in Metropolitan Lima. Through the different theories and investigations of other authors, it has been possible to find the determinants that have the greatest influence. These include perceived safety, ease of use, and perceived usefulness. / Trabajo de investigación

M-PESA (a mobile banking service in Kenya) was introduced to offer a person-to-person money transfer service. Its extensive adoption and appropriation for purposes other than person-to-person transfers has influenced the technology providers (Safaricom) to widen their services beyond their original intentions. M-PESA provides a wide range of financial services including services for people who were previously unbanked. Users of M-PESA can now pay different utilities, those without credit cards can purchase products online, others can repay loans to microfinance institutions, pay insurance premiums, withdraw money from ATMs, use it as Point of Sale Payment and open savings accounts. This research examines the existence of “bi-directional” influences between technology and society by taking M-PESA business users as a case. It specifically investigates how M-PESA as a technology has influenced the business environment in Kenya and how the design of M-PESA has in turn been influenced by its adoption. The research adopts the Adaptive Structuration Theory as the theoretical framework and interpretive case study research as a methodological approach. Interviews with different stakeholders in the industry were used to collect data. Data was analyzed using Diachronic Analysis. The results of the research show that there is a “bi-directional” influence between technology and people as they affect each other over time. Mobile technologies shape the way businesses operate, allowing them to provide new services and improve existing ones. At the same time, usage and adoption trends affect the design of mobile technologies. Over time, technology is adapted to accommodate the new needs of businesses and other needs in the wider community. This research shows that the impact of technology depends not only on its functionality but also on its use and appropriation in society. / Dissertation (MCom)--University of Pretoria, 2011. / Informatics / unrestricted

En este trabajo se analizará el Valor Percibido y la Confianza como variable mediadora con relación a la intención de uso de los aplicativos móviles de banca. En el presente trabajo, se realizó la recopilación de papers relacionados con el tema, para confirmar la relación planteada con dichas variables e identificar la metodología que confirma las hipótesis planteadas. Además, se identificó la importancia de esta investigación para el mercado peruano y el segmento de estudio, el alcance del mismo y sus limitaciones tras el contexto actual. / In this paper, Perceived Value and Trust will be analyzed as a mediating variable in relation to the intention to use mobile banking applications. In which, the compilation of papers related to the subject was carried out, to confirm the relationship raised with said variables and identify the methodology that confirms the hypothesis raised. In addition, the importance of this research for the Peruvian market and the study segment, its scope and its limitations after the current context were identified. / Trabajo de investigación