End-user Adoption of Mobile Banking Applications-An Exploratory Study in Macau

The popularity and pervasiveness of mobile devices help to promote the mobile Web as the latest revolution of the Internet. Mobile Web provides many opportunities for business to offer special services to their customers, such as personalization and on-the-go services. Facing the keen competition in the banking industry, it is crucial for banks to understand how their customers choose their services as well as the way these services are used. Instead of accessing through the normal web site, banking apps provide the means for customers to complete banking transactions in a convenient way. This study aims at investigating whether the Macau bank customers would make use of mobile apps for their banking services. Understanding the uses, banks therefore, can grasp the opportunities brought by the mobile Web to provide valuable services to their customers. Questionnaires were sent to Macau smartphone or tablet computer users to investigate their mobile banking apps uses. Similar to prior studies, our findings reveal that perceived ease of use and perceived usefulness of banking apps have positive impact on customers' satisfaction toward such apps. However, satisfaction does not bring the customers to the continuous uses of these apps. Reasons of such phenomenon are therefore discussed.