Understanding user behavior towards mobile messaging application use in support for banking system

Abstract

Recently, mobile communications services or known as Mobile Instant Messaging (MIM) applications have gained considerable interest within the social and research communities. The use has been expanded from a social messaging conversation between family and friends to the workplace. Some of the motivations to use MIM are such as the evolution and rise in smart phones, convenience and affordability of mobile data plans. It was observed that the trend to use the Mobile Messaging Application in the workplace a normal scenario. This is also true in a banking environment, especially for supporting Banking Systems. The aim of this study is to understand the behavior of the users towards using the MIM in support of Banking Systems. The study used quantitative method and was conducted through participants answering self-administered hardcopy questionnaire and also through soft copy questionnaire email invitation. The findings of the research have confirmed on few literature reviews on the technology used in workplace as supporting informal communication. These include the tasks performed and the advantages gained in using Mobile Messaging Application in the workplace based on the open and close ended questions responded. An interesting findings based on the data was the 11 factors studied in the proposed model upon the analysis using Principal Component Analysis revealed a reduction of 2 factors.