This is third part of dissertation on Mobile Banking with reference to adoption of mobile banking by customers. It is a comparative study of Saudi Arabia and United Kingdom. This Research methodology Mobile banking dissertation is in continuation with Literature Review of Mobile Banking Dissertation, in this part of methodology is discuss with hypothesis and questionnaire solution that results in encouragement to the users.
3.1 Research methodology
Present research which is aimed at conducting the comparative study in UK and Saudi Arabia about the adoption of mobile banking services and finding out the barriers faced by customers in two countries. The Research will try to highlight the differences in the consumer behaviour for mobile banking for UK and Saudi Arabia.
The Research would be descriptive in nature and will use the Ex-post facto research approach as the researcher does not have any control on the variables affecting the phenomenon (Alvesson and Deetz, 2000). The Research will try to record the customer adoption behaviour for the mobile banking in UK and Saudi Arabia. The Research will report the barriers which customers face in adopting the mobile banking services in the two countries. The Research will be purely qualitative in nature as it deals with finding consumer behaviour and barriers in mobile banking industry.
The Study will gather the qualitative data regarding the consumer behaviour in mobile banking adoption process and barriers related with the adoption of mobile banking with the help of various primary and secondary data collection resources. The Inferential approach would be followed in which inferences will be made out from the data collected through various resources. These inferences will lead to the relationship among the sample selected for the research regarding the adoption of mobile banking process. The Research will include two methods which are library research and the field research as follows:
- Library research: The Library research method will be used in order to include the use of secondary data collection process. For conducting the library research two methods would be used which are: analysis of historical records and analysis of the documents (Bell, 1999). The Analysis of historical records will be done with the help of recording of notes and content analysis technique of library research. While the analysis of documents would be done with the help of reference and abstract guide as well as with the content analysis technique.
- Field research: The Field research technique will take into consideration the designing of the questionnaire which will be filled by the sample units selected for the research and personal interviews would also be conducted with the respondents.
The Literature reviews which have been done in order to collect the secondary data about the research have provided help in order to build the hypothesis. The Hypothesis about the adoption of mobile banking among the customers can be given as:
H1: The Matured internet banking customers present more difficulty level for the mobile banking services
The Past banking history of the customers also an important factor in deciding the difficulties faced by customers in using the mobile banking services. The Matured internet banking customers were found to have the higher level of perceived risk and insecurity for the use of mobile banking services as compared to the modern banking customers (Johnson and Duberley, 2000). As the online banking customers who are using the computers and pc for accessing the banking services have higher amount of perceived risk for using the mobile devices for accessing mobile banking services.
3.3 Research objectives
The Objectives for the research to be carried out are as follows:
- Identifying the adaptability of mobile banking in Saudi Arabia in terms of volume of transactions, level of skills and knowledge on mobile banking, level of frequency and usability ease.
- Critical comparison between the adaptability levels of mobile banking in the United Kingdom and Saudi Arabia.
- Identification of the major barriers towards adapting mobile banking within the country both psychological and environmental barriers.
- To study the factors encouraging the customers for using mobile as a medium for banking.
- Benefits gained by customers indulging in mobile banking.
- Measuring the awareness levels of mobile banking.
- Providing practical recommendations to overcome barriers in mobile banking.
- Providing guidelines to banking institutions to improve the awareness of online banking.
3.4 Target audience and utility
The Present research about the mobile banking industry will benefit lot of different group of people in different ways as follows:
- To students who are working on the mobile banking in order to find out the source of secondary data resource so that further research can be carried out in the field of mobile banking.
- To researchers for who research is their livelihood in order to gain access to research for adding value to their research.
- To bank marketers in order to help them understand the consumer behaviour for mobile banking so that effective strategy can be adopted in order to make the adoption process more effective.
- To analysts the present research will help them to understand the adoption process for new innovation in communication and information technology.
3.5 Data collection process
The Data collection for the research would be done with the help of the primary as well as with the secondary data collection process. The Research which is descriptive in nature will include the two methods for data collection process which are library data collection and field research (Jankowicz, 2005). The Data collected in the research would be qualitative in nature completely and will collect the data about the consumer behaviour and barriers pertaining to the use of mobile banking services.
The Secondary data required for the research will be collected with the help of the analysis of the historical records and analysis of the documents. The Historical record presents the data about the mobile banking which have been collected by the various researchers in mobile banking field (Bloor et al, 2000). The Secondary data will help in finding out the process of adoption for any kind of new innovation among the users. For collecting this data various news articles, magazines, journals and data bases would be searched in order to present the relative data about the research.
The Field research will help in collecting the primary data regarding the research. For collecting the primary data about the research two techniques would be used which are designing questionnaire and doing filed survey with the selected sample size and conducting interviews with the respondents (Hewson et al, 2002). The Questionnaire designed for the data collection process will consists of various sections regarding the use of mobile banking, barriers in adoption and about the non users of the mobile banking services.
3.6 Sample design
For collecting the primary data about the research out of the whole population for which research is being carried out particular sample would be selected. The Sample would consist of people from the whole population from the both countries i.e. UK and Saudi Arabia. The Sample size would be chosen keeping in mind the cost and time available for the research. The Sample size which would be taken for carrying out the research is 30 sample units for carrying out the research from both the countries i.e. from UK and Saudi Arabia each 30 sample units would be consulted in order to fill the questionnaire designed for carrying out the research (Denzin and Lincoln, 2003). The Sample unit for filling the questionnaire would be people having banking account with any bank. The Age limit for the sample unit would be around 20 years to 55 years so that both the younger as well as older group of customers can be included in the research.
The Sample units would be having good educational qualification so that theses customers can understand the internet and mobile banking services. Since for using the mobile banking services customers’ needs to have the awareness about using the internet and operating the mobile devices in order to access the banking services through the mobile devices.
The Convenience sampling method would be used in order to pick the respondents out of the whole population. In convenience sampling method sample units which satisfy the sampling criteria are selected as per the convenience of the researcher (Brewerton and Millward, 2001). It helps the researcher is finding put the respondents in order to take the responses. For conducting the present research respondents would be selected from the places like banks and nearby locality in order to do the survey.
For collecting the primary data with the help of personal interviews a small sample would be selected from the population who would be interviewed in order to get the more details from the respondents. The Sample unit for carrying out the personal interview would be about 20 respondents from both the countries. The Sample units who will be selected for the personal interview would be experienced people for internet banking or mobile banking services and would be highly qualified and also would be having proper awareness about the mobile device usage etc.
3.7 Questionnaire design
The Questionnaire designed for accessing the consumer adaptability in mobile banking industry in UK and Saudi Arabia would consists of four different sections about the mobile banking services. These four different sections of the questionnaire would be about the awareness and adaptability of mobile banking service, benefits of mobile banking services, barriers and motivation to mobile banking services and non users of mobile banking services.
The First section of the questionnaire checks the awareness and adaptability of the mobile banking among the respondents (Chisnall, 2004). The Second section of the questionnaire investigates about the benefits which customers are having due to use of the mobile banking service, third section of the questionnaire finds out the barriers which customers are facing in usages of the mobile banking services and also finds out the motivational theories of using the mobile banking services. The Final section of the questionnaire talks about the non users of the mobile banking services.
3.8 Role of literature review
The Literature review has helped a lot in building the understanding about the mobile banking services. Literature review talks about the adaptability of mobile banking services among the customers, various new innovation adaptability models talked about in literature review helped in understanding the adaptability behaviour of customers for the new information system innovation as the mobile banking services are yet the new innovations in some countries and not much adaptability if there among the customers (Bryman and Bell, 2003).
Also literature review tells about the benefits which customers are seeking from the use of mobile banking services. Various benefits of using the mobile banking services have been revealed by the use of literature review. Also the barriers which customers face in using the mobile banking services have been explored. Literature review has helped in building the hypothesis regarding the mobile banking service in customers.
3.9 Data analysis
For analysing the data which is collected through various primary and secondary sources in the research use of computer and other qualitative data analysis techniques would be used. For analysing the data collected through the secondary data collection content analysis technique would be used.
The Data collected through the questionnaire which is qualitative as well as quantitative in nature which would be analysed with the help of the statistical tools such as charts and cross tabs while for qualitative data content analysis method would be used for analysis (Cassell and Symon, 2004). The Personal interviews would also be analysed with the help of content analysis method.
3.10 Research process
The Present research will follow the following research process steps:
- Formulating research problem
- Extensive research survey
- Devlopement of hypothesis
- Preparing research design
- Determining sample design
- Collection of data
- Data analysis
- Generalisation and interpretations
- Report preparation