Using the UTAUT2 Model to Determine Factors Affecting Adoption of Mobile Banking Services: A Qualitative Approach

Abstract

The main purpose of this study is to investigate the determinants that affect the adoption of mobile banking services in Jordan. The current study extends the Unified Theory of Acceptance and Use of Technolgy2 (UTAUT2) by adding two important factors, mass media and trust utilizing by seven respondents based on qualitative approach, this study shows that the adoption of mobile banking is positively and significantly influenced by the mass media, trust, effort expectancy, performance expectancy, facilitating conditions, and social influence. In contrast, hedonic motivation seems to be insignificantly related to adoption of mobile banking services. There are numerous variables affect the of adoption mobile banking. While most previous studies address the relationship between these factors and the attitudes toward mobile banking services by using the quantitative approaches, this study adopts qualitative approach (focus group method) to provide further insight into the main factors which affect adoption of mobile banking. Furthermore, the current study extends the original UTAUT2 by testing the impact of two new variables. This is considered the important contribution in the paper.