The Nexus between Operational Failure and Mobile Banking Usage in Malaysia: A Conceptual Framework

Mobile banking has become a common method used by banks in delivering their products and services to customers. However, operational issues occur in the use of mobile banking, including function failure, system failure, information failure, and service failure. Therefore, this research aims to explore the factors that could affect mobile banking usage in Malaysia. Hence, this research presents a conceptual framework on the effects of operational failure (function failure, system failure, information failure, and service failure) on mobile banking usage. Research hypotheses are proposed based on the theorised relationship among the variables in this research. Significant relationships are expected between function failure, system failure, information failure, service failure, and mobile banking usage. It is hoped that this research will provide insights to the banks in effectively managing their mobile banking platform in serving the customers.