The intention to use of generation y towards the risk of CIMB Clicks app

Jofri, Nurul Zuhairah Nafisah (2024) The intention to use of generation y towards the risk of CIMB Clicks app. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

This study investigates Generation Y's intention to use behavior and associated risk factors with the CIMB Clicks mobile banking app. The study will use a deductive approach and a cross-sectional design over a 6- to 8-month period to better understand the level of utilization and factors influencing Generation Y's intention to use the mobile banking app. The study's primary goal is to determine the most influential risk factors associated to use the CIMB Clicks mobile app. A structured questionnaire was utilized to collect data from 100 respondents in Kuala Lumpur, Malaysia. The questionnaire was segmented into three sections, namely demographic information, risk factors influencing the intention to use mobile banking, and hazards associated with mobile banking apps. The data underwent analysis, incorporating descriptive analysis for demographic characteristics, Pearson's correlation coefficient to explore relationships between risk factors and intention-to-use behavior, and multiple regression analysis to pinpoint the most influential risk factors. The data analysis was executed using the Statistical Package for Social Sciences (SPSS). This research played a crucial role for financial institutions, particularly CIMB Bank, as it aimed to offer valuable insights into the perceptions and behaviors of Generation Y users regarding mobile banking. The objective was to inform strategic decision-making, enabling institutions to enhance user experience and address risks associated with mobile banking applications. By concentrating on a key demographic recognized for its technological affinity, the study aimed to contribute to the existing body of knowledge while also presenting practical implications for future strategies and improvements in the design and functionality of mobile banking apps. In conclusion, this study emphasizes how financial risks, especially those tied to the CIMB Clicks app, shape Generation Y's adoption of mobile banking, offering valuable insights for financial institutions to enhance services and build trust among this demographic.

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