Improving Mobile Phone Banking Usefulness, Usability, Risk, Cost, and Intention to Adopt

Improving Mobile Phone Banking Usefulness, Usability, Risk, Cost, and Intention to Adopt by Ali Parfait Hebie MBA, University of Moncton, 2012 BA, University of Ouagadougou, 2003 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University December 2017 Abstract Millions of people use mobile phone banking daily, and business leaders should understand the factors influencing mobile phone banking adoption among users. Based on the theory of technology acceptance model and the innovation diffusion theory, the purpose of this correlational study was to examine the relationship between usefulness, ease of use, risk, cost, and mobile phone banking adoption in Burkina Faso. One hundredMillions of people use mobile phone banking daily, and business leaders should understand the factors influencing mobile phone banking adoption among users. Based on the theory of technology acceptance model and the innovation diffusion theory, the purpose of this correlational study was to examine the relationship between usefulness, ease of use, risk, cost, and mobile phone banking adoption in Burkina Faso. One hundred and six mobile phone banking users living in the city of Ouagadougou completed the online survey created to measure consumers understanding of mobile phone banking. Results of the multiple linear regression analysis indicated a statistically significant relationship between the predictor variables and mobile phone banking adoption, F(5,101) = 36.07, p < . 001. Three of the predictors contributed significantly to the model, with usefulness recording the highest beta value (ß = .692), cost the next highest beta value (ß = .225), and ease of use the next highest beta value (ß = .173). The 4th predictor, risk, did not contribute significantly to the model, recording a negative beta value (ß = -.058). Results may enhance local business leaders’ understanding of mobile phone banking adoption, which could result in more effective business strategies to increase the affordability, availability, and quality of mobile banking services for Burkina Faso residents. Development of the mobile phone banking industry could enable business leaders to foster access to affordable financial services for individuals and contribute to the development of Burkina Faso’s local economy and trade. Improving Mobile Phone Banking Usefulness, Usability, Risk, Cost, and Intention to Adopt by Ali Parfait Hebie MBA, University of Moncton, 2012 BA, University of Ouagadougou, 2003 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University December 2017 Dedication I would like to dedicate this study to my family and my parents (Alphonse, Andrea, Adama, Bintou, Olivia, and Boris) for all of their support throughout this journey. Thank you to my relatives for supporting me as I completed my assignments and my study. Without your support and encouragement, I would never have reached this point. I would also like to dedicate this study to millions of individuals who do not have access to financial services in Burkina Faso. I hope business leaders in Burkina Faso will implement the results of this study to develop affordable mobile phone banking services to increase access to financial services for individuals and thereby improve people’s living conditions. Acknowledgments I would like to acknowledge all of the individuals who helped me complete this doctoral study. I am truly grateful to my doctoral committee chair, Dr. Steve Roussas, for guiding me through this process. I would like to thank Dr. Sean Stanley, second committee member, and Dr. Julia East, my university research reviewer, for their insights and guidance throughout this study. I would also like to extend my gratitude to Dr. Leslie Miller my first committee chair, for her support and positive critique. I am highly indebted to my friends, Fidele Tapsoba, Pierre Tiendrebeogo, and Antoinette Traore, for their support and friendship.