SMS Banking: An Exploratory Investigation of the Factors Influencing Future Use

Mobile banking is a mobile service that allows the user to perform banking transactions using a mobile handheld device and a mobile service known as short text messaging (SMS). Deploying an expanded Technology Acceptance Model (TAM), this study aims to identify the factors that influence the customer’s decision to use SMS banking. Findings from relevant literature and outcomes of the analysis of qualitative data were gathered through focus group discussions to build a model, and a survey was conducted to explore the model with respect to individuals’ behaviour when considering using SMS banking. Findings show that service quality, as well as the degree of customers’ awareness about the service, influence participants’ perceptions about the usefulness of SMS banking and their intentions to use and adopt the service in the future.