Abstract:
Mobile banking services uses is rapidly increased but in some factors its growth face
slowdown. However, the service quality of mobile banking feels good but some factors
effect on the relationship between perceived quality of mobile banking and its usage
level. So, the main purpose of this study is to identify what are the user characteristics
impact on the relationship between perceived quality of mobile banking and its usage
level in Puttalam district. The variables are perceived quality (independent variable),
mobile banking usage level (dependent variable) and User characteristics (moderating
variable). Perceived quality dimensions are perceived usefulness, perceived ease of use,
reliability and assurance.
The first objective of the study is to identify' the level of mobile banking perceived
quality and mobile banking usage level and second objective of the. Study is to describe
the relationship between perceived quality and mobile banking usage level, third
objective of the study is to determine how the user characteristics moderate the
relationship between perceived quality and mobile banking usage level. To achieve
these objectives, the target population was considered as customers of the banks in
Puttalam District. Data were collected from 200 customers by using questionnaires. The
collected data were analyzed by using descriptive, correlation, and moderated
regression analyses.
Univariate analysis used to find out the level of perceived quality and mobile banking
usage, the researcher found that the level of perceived quality mobile banking among
the customers of the bank was mostly in high level Correlation analysis was used to
achieve second objective. Research recommended that the banks which provide the
mobile banking services do well to carry out various programs with a view to promoting
the innovative in mobile banking apps of its customers. Researcher identified that
perceived quality and its dimensions (perceived usefulness, perceived ease of use,
reliability, assurance) are positive relationship mobile banking usage level. According
to the moderated regression analysis d3e, gender and education qualification
impact/moderate on the relationship between perceived quality and mobile banking
usage level among the Customers of the bank in Puttalam District
