Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
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Effect of Mobile Devices on the Use Intention and Use of Mobile Banking Service in Myanmar

미얀마에서의 모바일기기 특성이 모바일 뱅킹 서비스 사용의도와 실제 사용에 미치는 영향 연구

  • ;
  • 황기현 (숭실대학교 정보과학대학원)
  • Received : 2017.04.18
  • Accepted : 2017.06.20
  • Published : 2017.06.28
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Abstract

Most banks in Myanmar have begun to provide their services via mobile phones. However, few studies investigated the factors that may help to set mobile services from a customer perspective. So, this study aims to propose and test a conceptual research model to predict the user's intention to use and actual use level of mobile banking service by combining UTAUT and DeLone-Mclean IS model. Data were collected from 206 citizens who had experienced mobile banking in various regions of Myanmar. The study found that performance expectancy, effort expectancy, information quality and service quality influence the user 's intention to adopt mobile banking services which directly affects the user's actual use of them. However, social influence, facilitating condition and system quality don't influence the user's intention. The study results contribute to meeting customer's needs and reducing customer risk in Myanmar's mobile banking industry, suggesting to seamlessly provide the necessary resources like technology improvements, organizational infrastructure and service centers. Another future study are required to include service's security and trust factors so that the service providers could gain their customers' reliability and trust.

오늘날 미얀마의 은행들은 휴대전화를 통해 금융 서비스를 제공하기 시작했다. 그러나 금융업계가 고객 관점에서 모바일 서비스를 설계하는데 유용한 요인들을 조사한 연구는 거의 없다. 본 연구는 UTAUT와 DeLone-Mclean IS 모델을 결합하여 모바일 금융 서비스 이용자의 사용 의도와 실제 사용 정도를 예측하는 개념적 연구모델을 제안하고 테스트하는 것을 목적으로 한다. 데이터는 미얀마의 여러 지역에서 모바일 뱅킹을 경험한 206명의 시민들로부터 수집되었다. 본 연구는 성과 기대치, 노력 기대치, 정보 품질 및 서비스 품질이 사용자의 모바일 뱅킹 채택 의도에 영향을 미치고, 이어서 사용자의 모바일 뱅킹 채택 의도는 실제 사용에 직접적 영향을 미친다는 사실을 발견했다. 그러나 사회적 영향, 촉진 조건 및 시스템 품질은 모바일 뱅킹 사용 의도에 영향을 미치지 않는다. 이 연구 결과는 미얀마의 모바일 뱅킹 업계가 고객의 요구를 충족시키고 고객 위험을 줄이는 데 기여하며, 아울러 기술 향상, 조직 인프라 및 서비스 센터와 같은 필요한 자원을 원활하게 제공할 것을 시사점으로 제안한다. 모바일 금융 서비스 제공 업체가 고객의 믿음과 신뢰성을 확보할 수 있도록 서비스의 보안 및 신뢰 요인을 포함하는 추가 연구가 필요하다.

Keywords

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