Enterprise App Adoption: An investigation of the key factors that affect the adoption of mobile apps by Commercial Bankers at a financial services organisation

Abstract

The purpose of this study is to examine the key factors that affect the adoption of mobile enterprise applications by Commercial Bankers.

A review of technology acceptance literature relating to mobile apps for employees found that there was a lack of qualitative studies in this area.

A phenomenological approach was used for this qualitative research. Ten semi-structured interviews were conducted to deeply explore the participants' point of view, feelings and perspectives about mobile apps.

The findings of the interviews confirmed three key advantages to using mobile apps as part of the participant’s employment: time saving, better customer conversations and faster decision-making. The data analysis isolated five key barriers: poor quality data, perceived value, ease of use, reduced customer understanding and mobile devices characteristics.

Organisations wishing to speed the adoption of mobile apps by their employees should evaluate the importance and significance of these five identified barriers to adoption, and plan how to overcome them.