Understanding user behaviour towards mobile messaging application use in support for banking system / Noor Musmayati Musa

In recent times, a new wave of mobile communications services called mobile instant messaging (MIM) applications have gained considerable momentum. The use has been expanded from social messaging conversation between family and friends to workplace. Driven by the evolution and rise in smart phones, along with the decreasing cost and convenience of mobile data plans, it was observed that the trend to use Mobile Messaging Application in workplace a normal scenario. This is also true in the workplace of banking environment especially in supporting Banking Systems. The purpose of this study is to understand the behaviour of users towards using the Mobile Instant Messaging in support of Banking Systems. This study used quantitative method to obtain the data. In order to conduct the research, a selfadministered hardcopy questionnaire was distributed manually and participants were also invited to answer the questions via email. Findings of the research have confirmed on few literature reviews on the technology use in workplace as supporting informal communication. These include the tasks performed and the advantages gained in using Mobile Messaging Application in workplace based on the open and close ended questions responded. An interesting findings based on the data was the 11 factors studied on the proposed model upon analysing using Primary Component Analysis revealed a reduction of 2 factors. A one-way ANOVA tests were also performed to find if there is any significance between groups of Age, Gender, Years of Service and Department and result shown significance was visible for a few items.