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All Journal Srawung: Journal of Social Sciences and Humanities
Dr. Bunnak Poch
University of Chicago
Arts Humanities Education Social Sciences Other

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Integrating TAM, IDT and Service Quality to Explain Mobile Banking Adoption in Cambodia: A PLS-SEM Approach Ratha Seng; Dr. Rady Chhun; Dr. Seng Tha Chay; Dr. Bunnak Poch
Srawung: Journal of Social Sciences and Humanities Vol. 5 Issue 1 (2026)
Publisher : jfpublisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56943/jssh.v5i1.907

Abstract

Mobile banking is expected to cause a significant digital transformation in Cambodia, a nation commonly known for its reliance on cash transactions. This research addresses the need to determine the factors influencing Cambodians' readiness to adopt mobile banking services. Specifically, the study aims to investigate whether the relationship between core constructs including Perceived Usefulness, Perceived Ease of Use, Relative Advantage, Compatibility, Complexity, Trust, Security, Service Quality, and Customer Satisfaction with consumers’ behavioral intention to adopt mobile banking. The research employs an integrated theoretical framework combining the Technology Acceptance Model (TAM), Innovation Diffusion Theory (IDT), and Service Quality. Data were collected through an online survey from 528 university students and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The empirical findings reveal that Trust, Security, Perceived Ease of Use (PEOU), and Customer Satisfaction are the most significant positive determinants of behavioral intention to adopt mobile banking. In contrast, Perceived Usefulness and Complexity did not demonstrate a direct, significant influence on Behavioral Intention within this context. The study concludes that the integrated model is robust, providing critical insights for Cambodian financial institutions, which should strategically prioritize enhancing security features, building user trust, and focusing on intuitive and easy-to-use interfaces to accelerate the digital transformation of financial services.
The User Interface, User Experience, and Bakong in Mobile Banking Adoption: A Qualitative Study of Cambodian Users Ratha Seng; Dr. Rady Chhun; Dr. Seng Tha Chay; Dr. Bunnak Poch
Srawung: Journal of Social Sciences and Humanities [IN PRESS] Vol. 5 Issue 2 (2026)
Publisher : jfpublisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56943/jssh.v5i2.948

Abstract

Although prior research on mobile banking adoption has largely relied on quantitative frameworks, limited emphasis has been placed on users’ lived experiences, particularly regarding user interface (UI), user experience (UX), and trust in emerging economies. This qualitative study investigates how UI/UX design features and national digital payment infrastructure influence mobile banking adoption behavior in Cambodia. Semi-structured interviews were conducted with business owners and experienced mobile banking users from diverse sectors, and the data were analyzed thematically to identify recurring patterns.The findings identify four key themes: (1) users show a strong preference for simplicity and functional clarity rather than feature-heavy “super app” designs; (2) UX elements such as transaction confirmations, audio alerts, and clear navigation enhance usability; (3) the Bakong (KHQR) platform supports interoperability and efficient transactions across financial institutions; and (4) users tend to resist complex interfaces, particularly for routine financial activities. Overall, the results suggest that excessive functionality can increase cognitive load and discourage adoption, even among digitally literate individuals.This study contributes to mobile banking and human–computer interaction scholarship by emphasizing the combined influence of UI/UX quality and institutional trust mechanisms on adoption decisions. From a practical standpoint, the findings indicate that financial institutions and fintech developers should prioritize user-centered design, streamlined interfaces, and trust-enhancing functionalities to support sustained mobile banking usage in Cambodia and comparable developing contexts.
Co-Authors Dr. Rady Chhun Dr. Seng Tha Chay Ratha Seng