Financial inclusion through mobile banking: perception and attitudes of cooperative members

Abstract

The central problem of the study focused on the limited use of the mobile application of the Savings and Credit Cooperative Chibuleo Ltda., is the little advertising on social networks of the benefits offered by the cooperative sector, the lack of knowledge of the existence of mobile banking, consequently, the limited use of the application. For this reason, the objective of the study is to propose the use of the mobile application through the TAM methodology to promote the financial inclusion of the Coop. Chibuleo agency Tena. A quantitative approach was applied with a correlational design through a survey to carry out the descriptive analysis and exploratory factorial statistical analysis. As a result, the factors had a correlation of 90% and the perception of two main components was identified, the behavioral intention and the perceived ease of use in 79%. However, there are components such as social influence, computer self-sufficiency, security, trust and financial costs that were not perceived, where there are shortcomings that consider that the Chibuleo application does not have sufficient protections when they use and carry out their banking operations, they do not feel comfortable and safe with the application.