Cybersecurity risks and customers’ Protective Behaviour on Usage of Mobile Banking Services: Evidence from Selected Banks in Tanzania

Authors

  • Emmanuel Mkilia cybersecurity in banking and microfinance
  • Jones T. Kaleshu Department of Banking Accounting and Finance - Moshi Co-operative University (MoCU)
  • Alfred S. Sife Department of Knowledge Management – Moshi Co-operative University (MoCU)

Keywords:

Cyber-security, mobile banking, self- efficacy, protective behaviour, risk appraisal.

Abstract

Cybersecurity threats rise as more people use mobile applications to access their bank accounts. This study examined customer’s protection motivation on cybersecurity risks and  usage of mobile banking services in Tanzania. A survey of 478 commercial bank customers was conducted using questionnaire and key informant interviews. The relationship between mobile bank customers' protection motivation  of cybersecurity and how it effects their use of mobile banking services was analysed  using smart partial least squares structural equation model software. The results indicate that perceived threat, perceived severity, data confidentiality, self-efficacy, and cybersecurity awareness have significant influences to mobile banking customers on use of mobile banking services. The results  of the study are in line with Protection Motivation Theory (PMT) because of the fact that five out of  seven constructs derived from risk appraisal and coping appraisal were found to influence use of mobile banking services. The study concludes that protective behavior on usage of mobile banking services by customers depends on cybersesecurity threat appraisal and copping appraisal.  However, perceived susceptibility and perceived integrity had no effect. It is recommended that banks should make an investment in educating users about the mobile banking service by providing guidance and information, which will lessen the impact of cybersecurity concerns.

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Published

2023-09-26

How to Cite

Mkilia, E., Kaleshu , J. T. ., & Sife , A. S. . (2023). Cybersecurity risks and customers’ Protective Behaviour on Usage of Mobile Banking Services: Evidence from Selected Banks in Tanzania. Local Administration Journal, 16(3), 329–355. Retrieved from https://so04.tci-thaijo.org/index.php/colakkujournals/article/view/264954