Customers' Perceptions on Banks' Cybersecurity and Their Use of Mobile Banking Services in Tanzania
DOI:
https://doi.org/10.32890/ijbf2025.20.2.3Keywords:
Cybersecurity systems, UTAUT, mobile banking, PLS-SEMAbstract
In this contemporary era, mobile banking services enable customers to organise and accomplish cashless financial transactions using mobile devices. However, the general state of banks' cybersecurity systems significantly impacts the usage of banking services offered through mobile networks among customers. The analysis was performed to assess how customers perceive the cybersecurity systems of banks and their association with mobile banking usage. By adopting a cross-sectional research design under the guidance of the Unified Theory of Acceptance and Use of Technology (UTAUT), the Partial least squares structural equation modelling (PLS-SEM) analysis reveals that banks' cybersecurity systems' performance expectancy had a significant positive impact on the use of mobile banking services. Further, banks' cybersecurity systems' effort expectancy, significant others' comments and facilitating conditions significantly and positively influence bank customers to use mobile banking. Aligning with these findings, banks and financial institutions should prioritise and strengthen cybersecurity systems and simplify mobile banking processes for enhanced mobile banking adoption and usage among bank customers.
References
Aboelmaged, M., & Gebba, T. R. (2013). Mobile banking adoption: An examination of technology acceptance model and theory of planned behavior. International Journal of Business Research and Development, 2(1).
Akinbowale, O. E., Klingelhöfer, H. E., & Zerihun, M. F. (2020). Analysis of cyber-crime effects on the banking sector using the balanced score card: A survey of literature. Journal of Financial Crime, 27(3), 945-958.
Akturan, U., & Tezcan, N. (2012). Mobile banking adoption of the youth market: Perceptions and intentions, Market. Marketing Intelligence & Planning, 30(4), 444–459.
Alalwan, A. A., Dwivedi, Y. K., & Rana, N. P. (2017). Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management, 37(3), 99–110.
Albort-Morant, G., Sanchís-Pedregosa, C., & Paredes Paredes, J. R. (2022). Online banking adoption in Spanish cities and towns. Finding differences through TAM application. Economic Research-Ekonomska istraživanja, 35(1), 854-872.
Al-Dmour, R., Dawood, E. A. H., Al-Dmour, H., & Masa'deh, R. E. (2020). The effect of customer lifestyle patterns on the use of mobile banking applications in Jordan. International Journal of Electronic Marketing and Retailing, 11(3), 239-258.
Alonso-Dos-Santos, M., Soto-Fuentes, Y., & Valderrama-Palma, V. A. (2020). Determinants of mobile banking users' loyalty. Journal of Promotion Management, 26(5), 615-633.
Amro, A. & Tiantian, D. (2017) Examining young users' security perceptions of mobile banking: A qualitative study on users' insights about mobile banking. Umea University. https://www.diva -portal.org/smash/record.jsf?pid=diva2%3A1156302&dswid=4465
Apaua, R., & Lallie, H. S. (2022). Measuring user perceived security of mobile banking applications. arXiv preprint arXiv:2201.03052.
Ataya, M. A. M., & Ali, M. A. (2019). Acceptance of website security on e-banking. A-review. In 2019 IEEE 10th Control and System Graduate Research Colloquium (ICSGRC) (pp. 201-206). IEEE.
Avdić, A. (2019). Use of biometrics in mobile banking security: Case study of Croatian banks. IJCSNS Int J Comput Sci Network Security, 19, 83-89.
Balapour, A., Nikkhah, H. R., & Sabherwal, R. (2020). Mobile application security: Role of perceived privacy as the predictor of security perceptions. International Journal of Information Management, 52, 102063.
Baptista, G., & Oliveira, T. (2015). Understanding mobile banking: The unified theory of cceptance and use of technology combined with cultural moderators. Computers in Human Behavior, 50, 418-430.
Chauhan, S., & Jaiswal, M. (2016). Determinants of acceptance of ERP software training in business schools: Empirical investigation using UTAUT model. The International Journal of Management Education, 14(3), 248-262.
Dissanayake, H., Popescu, C., & Iddagoda, A. (2023). A Bibliometric analysis of financial technology: Unveiling the research landscape. FinTech, 2(3), 527-542.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24.
Hong, L. M., Nawi, N. B. C., Hamsani, N. H., Zulkiffli, W. F. W. (2020). Online store image effect on perceived risks towards online purchasing behaviour. Int. J. Bus. Inf. Syst. 35, 27–44.
Jager, J., Putnick, D. L., & Bornstein, M. H. (2017). II. More than just convenient: The scientific merits of homogeneous convenience samples. Monographs of the Society for Research in Child Development, 82(2), 13-30.
Jiang, M., Rifon, N. J., Cotten, S. R., Alhabash, S., Tsai, H. Y. S., Shillair, R., & LaRose, R. (2022). Bringing older consumers onboard to online banking: A generational cohort comparison. Educational Gerontology, 48(3), 114-131.
Kelley, K., & Lai, K. (2011). Accuracy in parameter estimation for the root mean square error of approximation: Sample size planning for narrow confidence intervals. Multivariate Behavioral Research, 46(1), 1-32.
Kitsios, F., Giatsidis, I., & Kamariotou, M. (2021). Digital transformation and strategy in the banking sector: Evaluating the acceptance rate of e-services. Journal of Open Innovation: Technology, Market, and Complexity, 7(3), 1-15.
Kumar, S., & Yukita, A. L. K. (2021, May). Millennials Behavioral Intention in Using Mobile Banking: Integrating Perceived Risk and Trust into TAM (A Survey in Jawa Barat). In International Conference on Business and Engineering Management (ICONBEM 2021) (pp. 210-217). Atlantis Press.
Lee, J. D., & Heo, C. M. (2020). The effect of technology acceptance factors on behavioral intention for agricultural drone service by mediating effect of perceived benefits. Journal of Digital Convergence, 18(8), 151-167.
Lim, F. W., Ahmad, F., & Talib, A. N. B. A. (2019). Behavioural intention towards using electronic wallet: a conceptual framework in the light of the unified theory of acceptance and use of technology (UTAUT). Imperial Journal of Interdisciplinary Research, 5(1), 79-86.
Marikyan, D., Papagiannidis, S., & Stewart, G. (2023). Technology acceptance research: Meta-analysis. Journal of Information Science, 01655515231191177.
Mbogoro, F., & Masele, J. J. (2020). Adoption of cash deposits through Automated Teller Machines (ATMs) by banks in Tanzania: A case of selected commercial banks in Dar es Salaam. Business Management Review, 24(1), 71-86.
Merhi, M., Hone, K., & Tarhini, A. (2019). A cross-cultural study of the intention to use mobile banking between Lebanese and British consumers: Extending UTAUT2 with security, privacy and trust. Technology in Society, 59, 101151.
Mettouris, C., Maratou, V., Vuckovic, D., Papadopoulos, G. A., & Xenos, M. (2015) 'Information Security Awareness through a Virtual World: An end-user requirements analysis'. In Proc. 5th International Conference on Information Society and Technology – ICIST, pp. 273–278.
Mori, N., & Mlambiti, R. (2020). Determinants of customers' adoption of mobile banking in Tanzania: Further evidence from a diffusion of innovation theory. Journal of Entrepreneurship, Management and Innovation, 16(2), 203–230.
Mujahed, H. M. H., Musa Ahmed, E., & Samikon, S. A. (2022). Factors influencing Palestinian small and medium enterprises intention to adopt mobile banking. Journal of Science and Technology Policy Management, 13(3), 561-584.
Mütterlein, J., Kunz, R. E., & Baier, D. (2019). Effects of lead-usership on the acceptance of media innovations: A mobile augmented reality case. Technological Forecasting and Social Change, 145, 113-124.
Nilashi, M., Abumalloh, R. A., Alrizq, M., Alghamdi, A., Samad, S., Almulihi, A.,... & Mohd, S. (2022). What is the impact of eWOM in social network sites on travel decision-making during the COVID-19 outbreak? A two-stage methodology. Telematics and Informatics, 69, 101795.
Obaid, T. (2021). Predicting mobile banking adoption: An integration of TAM and TPB with trust and perceived risk. Available at SSRN 3761669.
Park, J., Yang, S., & Lehto, X. (2007). Adoption of mobile technologies for Chinese consumers. Journal of Electronic Commerce Research, 8(3).
Pattnaik, D., Ray, S., & Raman, R. (2024). Applications of artificial intelligence and machine learning in the financial services industry: A bibliometric review. Heliyon, 10, e23492.
Proudfoot, K. (2023). Inductive/Deductive Hybrid Thematic Analysis in mixed methods research. Journal of Mixed Methods Research, 17(3), 308-326.
Rabaa’i, A. A., & AlMaati, S. (2021). Exploring the determinants of users' continuance intention to use mobile banking services in Kuwait: Extending the expectation-confirmation model. Asia Pacific Journal of Information Systems, 31(2), 141-184.
Ramli, Y., Harwani, Y., Soelton, M., Hariani, S., Usman, F., & Rohman, F. (2021). The implication of trust that influences customers' intention to use mobile banking. The Journal of Asian Finance, Economics and Business, 8(1), 353-361.
Raza, S. A., Shah, N., & Ali, M. (2019). Acceptance of mobile banking in Islamic banks: Evidence from modified UTAUT model. Journal of Islamic Marketing, 10(1), 357-376.
Rouse, M., & Verhoef, G. (2016). Mobile banking in Africa: The current state of play. The Book of Payments: Historical and Contemporary Views on the Cashless Society, 233-257.
Sadiku, M. N., Tembely, M., Musa, S. M., & Momoh, O. D. (2017). Mobile banking. International Journals of Advanced Research in Computer Science and Software Engineering, 7(6), 75-76.
Shankar, A., & Rishi, B. (2020). Convenience matter in mobile banking adoption intention? Australasian Marketing Journal (AMJ), 28(4), 273-285.
Sharma, S. K., & Sharma, M. (2019). Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation. International Journal of Information Management, 44, 65-75.
Singh, S., & Srivastava, R. K. (2020). Understanding the intention to use mobile banking by existing online banking customers: An empirical study. Journal of Financial Services Marketing, 25(3-4), 86-96.
Sinha, N., & Singh, N. (2023). Moderating and mediating effect of perceived experience on merchant's behavioral intention to use mobile payments services. Journal of Financial Services Marketing, 28(3), 448-465.
Stewart, H. & Jürjens, J. (2018). 'Data security and consumer trust in FinTech innovation in Germany', Information and Computer Security, 26(1), 109–128.
Thusi, P., & Maduku, D. K. (2020). South African millennials' acceptance and use of retail mobile banking apps: An integrated perspective. Computers in Human Behavior, 111, 106405.
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 425-478.
Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178.
Venkatesh, V., Thong, J. Y., & Xu, X. (2016). Unified theory of acceptance and use of technology: A synthesis and the road ahead. Journal of the Association for Information Systems, 17(5), 328-376.
Wazid, M., Zeadally, S., & Das, A. K. (2019). Mobile banking: Evolution and threats: Malware threats and security solutions. IEEE Consumer Electronics Magazine, 8(2), 56-60.
Zhang, T., Lu, C., & Kizildag, M. (2018). Banking "on-the-go": Examining consumers' adoption of mobile banking services. International Journal of Quality and Service Sciences.
Zhou, T., Lu, Y., & Wang, B. (2010). Integrating TTF and UTAUT to explain mobile banking user adoption. Computers in Human Behavior, 26(4), 760-767.
Published
Issue
Section
How to Cite
Research impact
Harvested 2026-09-07Counts differ between services because each indexes a different body of literature. None of them is the whole picture.
