Factors Influencing Mobile Banking Usage Among Malaysians During Covid-19 Period

Abstract

The COVID-19 pandemic has indeed brought about significant changes in various aspects of human life, including daily activities, the global economy, and the financial sector. Restrictive measures aimed at controlling the spread of the virus have prompted greater reliance on digital solutions, including mobile banking, due to limited physical access to traditional banking services. For this reason, this study aims to investigate the factors that influence individual attitudes towards the use of mobile banking during this period. Therefore, this study uses a survey method through a developed questionnaire to collect responses. The questionnaire comprises several sections on the socio-demographic profile and the Likert-scale questions on the interest factors. A total of 274 respondents is successfully obtained through the online medium. The findings suggest that the Perception of Ease of Use (PEOU) and Enjoyment (PE) have a significant positive effect on attitude. In contrast, the Perception of Usefulness (PU) and Perceived Credibility (PC) are then discovered to have no significant impact on attitude toward the use of mobile banking. In summary, this study contributes valuable insights into the factors influencing individual attitudes toward mobile banking at a time when digital financial solutions are becoming increasingly relevant due to the pandemic. The findings underscore the importance of user experience and security considerations in shaping consumer attitudes and, subsequently, the use of mobile banking services.