Factors Affecting Customer Adoption to Mobile Banking Service

This research examines the effect of digital financial literacy and customer protection on customer trust, with mobile banking serving as a mediating variable. A quantitative approach was employed using a field survey of individuals aged 17 to 44 in Sukabumi who use mobile banking services. From this population, 151 respondents were selected through non-probability sampling focusing on purposive sampling to qualify the mobile banking users. Data were collected via an online questionnaire and analyzed with Smart PLS software. The findings reveal that respondents’ digital financial literacy is categorized as good and has a significant positive influence on both mobile banking usage and customer trust. Moreover, digital financial literacy positively affects customer protection. The results also show that mobile banking usage enhances customer trust, while customer protection contributes positively to mobile banking usage.In addition, the study identifies several mediated relationships: digital financial literacy affects customer trust through mobile banking usage; customer protection influences customer trust through mobile banking usage; and digital financial literacy impacts mobile banking usage through customer protection. Finally, digital financial literacy also shapes customer trust when mediated simultaneously by customer protection and mobile banking usage.

This study conducted in Surakarta, Indonesia aimed to examine the relationship between digital skills and mobile banking usage using Confirmatory Factor Analysis. The study revealed that operational mobile skills, information navigation skills, creative skills, and social skills were the factors that influenced mobile banking usage. However, despite the rapid development of mobile banking, there was still a digital divide. The study recommends modifying the index through Exploratory Factor Analysis for future research. The findings emphasize the significance of digital skills in mobile banking and can be useful for policymakers, mobile banking service providers, and users in Surakarta, Indonesia. This study contributes to the understanding of the relationship between digital skills and mobile banking usage and highlights the need for digital skill development in accessing mobile banking services in Surakarta, Indonesia.

Objective: this study investigates the factors that influence the continued use of mobile banking services in Indonesia. It aims to understand why users adopt these services and what may cause them to discontinue. Theoretical approach: the research combines the UTAUT and SQB models within the DFT framework. Method: data were collected from 509 mobile banking users in Indonesia using a convenience sampling method and an online survey. The analysis employed PLS-SEM to test the research hypotheses. Results: the study found that the effort expected from users influences their perception of performance and intention to continue using mobile banking. Habits play a significant role in keeping users engaged, while familiarity with the service makes it difficult for them to stop using it. The intention to continue using mobile banking emerged as a key factor for long-term use. This research integrates the UTAUT model and SQB to better understand why users adopt or discontinue mobile banking services. It highlights the psychological factors that drive user decisions. Conclusion: this study offers unique insights into the behavioral patterns of mobile banking users in Indonesia. It sheds light on the factors that encourage or hinder ongoing usage. The integration of the UTAUT and SQB models has not been studied, particularly in Indonesia. This gap underscores the significance of this research. The study offers actionable advice for banks and regulators to enhance user engagement. It aims to minimize resistance to change and foster the growth of Indonesia’s digital economy.

Mobile banking had a significant increase during the Covid-19, therefore Bank Nagari had to improve its performance by maintaining e-satisfaction This study tests the e-satisfaction model for mobile banking Bank Nagari services users during Covid-19, which is influenced by mobile banking service quality and online relationship quality. Data were analyzed using AMOS's 26 version structural equation model (SEM) as the software used and the type of this study is quantitative explanatory. The sampling technique uses quota sampling with a sample number of 120 respondents who used mobile banking during the Covid-19. The results showed that mobile banking service quality and online relationship quality positively and significantly affected e-satisfaction. This model can be used for Bank Nagari as strategic management to improve customer satisfaction in mobile banking by improving mobile banking service quality and online relationship quality. This study extends the literature related to the e-satisfaction model in using mobile banking services, especially for customers of Bank Nagari.

This study analyzes the factors that influence the use of mobile banking services. Research focus on students because students are one of the promising young age segments and many use technologies. This mobile banking service is needed by users to increase the mobility of the use of services at the bank for all financial transactions. The developed mobile banking must have several factors that must be met, among others: security factors in transactions and personal data information from users, user data confidentiality factors, risk factors in service use, trust factors of service users, service usability factors, and service factors in mobile banking. Data collection by distributing questionnaires using Google forms and the results obtained were 340 respondents. The analysis was performed using quantitative techniques with SEM with analysis software is SMARTPLS 3.0. The analysis shows that there are four factors that significantly influence the use mobile banking, namely Security and Confidentiality, Perceived Trust, Perceived Risk, Services Mobile Banking. In addition, there is one factor that the Perceived of use smartphones does not affect the use of services mobile banking. The results show that users need the security and confidentiality of personal data and transactions carried out. This will indirectly increase user confidence in mobile banking, and the bank must reduce or eliminate all risks caused by mobile banking services. Knowing the influence of these factors can increase mobile usage in mobile services and increase usage interest, and the bank knows which services can be improved.

Provision of mobile banking services from an actor–network perspective: Implications for convergence and standardization

The study examined the determinant of mobile banking adoption among bank customers in Ghana, with specific emphasis on Access Bank. In line with literature, the study applies theoretical frameworks which have been developed from existing literatures on innovation and adoption to collect responses from one hundred and fifty (150) sampled customers of Access Bank in order to investigate the determinants of mobile banking adoption in the Ghanaian banking industry. The results from the study revealed that, each factor measured had some level of significant effect on consumer intention to adopt and use mobile banking services provided by Access Bank. Additionally, the study unveiled that, perceived credibility and perceived financial cost were the major setback with regards to customers adoption of mobile banking services provided by Access Bank, and as a result of this, Ghanaians have formed a negative behavioural pattern towards mobile banking. In addition, the findings showed that, perceived credibility and perceived financial cost have a stronger effect on consumer intention to adopt and use mobile banking service than perceived usefulness and perceived ease of use. It was, therefore, recommended that banks in Ghana should create more awareness through personal interaction with customers, develop quality initiatives in order to build customer’s confidence. Equally, banks should also review the cost of their mobile banking service.

This study aims to analyze how the Islamic banking customer accepts mobile banking services and their behavior in using them. This study also aims to test the effect of Technology Acceptance Model (TAM) theory with spiritual motivation on customer intentions. This study uses quantitative methods with primary data obtained through the distribution of online questionnaires to Islamic banking customers who use mobile banking services. The data analysis technique used is Structural Equation Modeling – Partial Least Square (SEM-PLS). Islamic bank customers who receive and use mobile banking services are influenced by perceptions of convenience, perceived usefulness, attitudes, and intentions such as the Technology Acceptance Model theory. The level of spiritual motivation in this study can affect the intentions of Islamic bank customers as mobile banking users in Indonesia. This research is expected to be useful as additional information is needed to improve services for customers. This study examines Islamic bank customers who use mobile banking services and becomes the latest research after the merger of Islamic banks in Indonesia.

Background: Mobile banking adoption continues to grow, but user retention remains a challenge. Understanding the factors influencing continuance intention is crucial for improving long-term engagement. Prior research highlights the importance of confirmation, perceived usefulness, security, satisfaction, trust, and convenience, yet their interrelationships require further exploration. Objective: This study examines key determinants of users' intention to continue using mobile banking services, focusing on how confirmation, perceived usefulness, security, satisfaction, trust, and convenience influence this decision. Methods: A quantitative study was conducted using structural equation modeling (SEM) to analyze relationships among these factors. Data were collected from mobile banking users and assessed for statistical significance. Results: Confirmation significantly impacts perceived usefulness (0.576) and satisfaction (0.527). Perceived usefulness influences satisfaction (0.289) and continuance intention (0.396), while satisfaction also affects continuance intention (0.240). Trust plays a role (0.211), and perceived security strongly influences trust (0.651). Perceived convenience also impacts continuance intention (0.304), emphasizing its importance in user experience. Conclusion: Confirmation and security are critical for satisfaction and trust, which drive continued mobile banking use. Strengthening security, improving perceived usefulness, and fostering trust can enhance user retention. Future studies should explore additional variables, test the model across demographics, and assess the impact of emerging technologies like AI and blockchain. Longitudinal and experimental research may offer deeper insights into these evolving relationships.

This study aims to examine the influence of e-trust, e-service quality, e-satisfaction, and electronic word of mouth (e-WOM) on customer loyalty among users of Bank Syariah Indonesia’s mobile banking services in the Special Region of Yogyakarta. Using a quantitative approach and multiple linear regression analysis on 110 respondents, the results show that e-satisfaction and e-WOM have a positive and significant effect on customer loyalty, whereas e-trust and e-service quality do not have a significant effect. Collectively, the four variables explain 54.9% of the variation in customer loyalty. These findings emphasize the critical role of satisfaction and digital recommendations in sustaining user loyalty in mobile Islamic banking services.

PurposeThe purpose of this paper is to identify which factors influence mobile banking adoption and examine those factors for segmentation, using a sample of Indian consumers.Design/methodology/approachIn total, 59 statements were identified based on a literature review, focus group discussions and personal interviews. Exploratory factor analysis was conducted to identify the relevant factors. An online survey of 367 mobile phone users in India was conducted. Confirmatory factor analysis was conducted using structural equation modeling. Appropriate statistical techniques (hierarchical cluster analysis, k-means cluster analysis) were used to segment the users. A profile of each segment was developed based on demographics, mobile banking services used, and attitude and intentions toward mobile banking. Further, a post hoc test was used to test the variation between the obtained clusters and user attitudes and intentions toward mobile banking. The demographic characteristics of users within each cluster were also examined.FindingsMobile users were segmented into three clusters based on their perceptions of various factors influencing mobile banking. These segments were labeled as technology adoption (TA) leaders, TA followers and TA laggards. The results show that both attitude and intentions toward mobile banking significantly differs across the three segments. In terms of relative positioning, TA leaders have the most favorable attitudes and intentions followed by TA followers, and TA laggards. Age was found to significantly influence TA and usage.Research limitations/implicationsThe findings of the study are based on responses from young, educated and salaried Indian consumers from large metro cities. Therefore, it is important to include respondents from smaller cities and towns to be able to generalize the findings. The sample is skewed toward users having accounts with private banks and hence, a balanced representation of respondents from public and private sector banks would help in identifying gaps pertaining to each sector. In future research, attempting to compare the results with other developing and developed countries may be beneficial.Practical implicationsThe results offer service providers better knowledge about typical mobile banking user segments, providing banks with ideas for customizing their services to meet customer expectations.Originality/valueThis paper provides insights into factors that influence mobile banking adoption in India, which has not been investigated. In contrast to earlier studies conducted on internet banking, this study attempts to examine the perceptions, attitudes and intentions of mobile users. Although traditional TA models and theories of technology diffusion have been used, this study attempts to tailor the model specifically for mobile banking.

Abstract. This study is to evaluate and improve the quality of mobile banking services offered by Bank BJB. With the advancement of technology and the increasing use of smartphones, mobile banking services have become very important for consumer satisfaction. This research identifies problems related to service priorities desired by consumers, service techniques applied by Bank BJB and the relationship between service priorities and service techniques. The Quality Function Deployment (QFD) method was used to translate customer needs into the service design and development process. The results showed that by applying QFD, Bank BJB should be able to improve the quality of service products, which in turn can increase customer satisfaction and the competitiveness of the company. This research is expected to contribute to the development of more effective service strategies in the banking industry, especially in the context of mobile banking services. Abstrak. Penelitian ini bertujuan untuk mengevaluasi serta meningkatkan kualitas layanan mobile banking yang ditawarkan oleh Bank BJB. Dengan kemajuan teknologi dan meningkatnya penggunaan smartphone, layanan mobile banking menjadi sangat penting bagi kepuasan nasabah. Penelitian ini mengidentifikasi masalah terkait prioritas pelayanan yang diinginkan oleh konsumen, teknik pelayanan yang diterapkan oleh Bank BJB serta hubungan antara prioritas pelayanan dengan teknik pelayanan tersebut. Metode Quality Function Deployment (QFD) digunakan untuk menerjemahkan kebutuhan pelanggan ke dalam proses desain dan pengembangan layanan. Hasil penelitian menunjukkan bahwa dengan menerapkan QFD, Bank BJB harus meningkatkan kualitas produk layanan, yang pada akhirnya bisa memperbaiki kepuasan pelanggan dan daya saing perusahaan. Penelitian ini diharapkan dapat memberikan kontribusi terhadap pengembangan strategi pelayanan yang lebih efektif dalam industri perbankan, khususnya dalam konteks layanan mobile banking.

Purpose – This paper aims to investigate the barriers for adopting mobile banking services. From a methodological perspective, this paper seeks to build on two widely used models for technology adoption, the Technology Acceptance Model (TAM) and Innovation Diffusion Theory and to test a model that is better able to predict consumers' intention to use mobile banking. Design/methodology/approach – A research model extends the TAM model by additionally examining the effects of compatibility, trust, credibility, perceived risk and cost on behavioural intention. The empirical approach was based on an online survey of 263 young people in Germany, undertaken during August/September 2009. The data were analysed using structural equation modelling. Findings – The results of the study indicated that compatibility, perceived usefulness, and risk are significant indicators for the adoption of m‐banking services. Compatibility not only had a strong direct effect but was also identified as an important antecedent for perceived ease of use, perceived usefulness and credibility. Trust and credibility are crucial in reducing the overall perceived risk of m‐banking. Originality/value – The results of this study have implications for researchers and practitioners. The proposed model explains 65 per cent of the variance in intention to adopt mobile phone banking, which is more than the 40 per cent of variance typically found in other studies using the TAM. This study provides a basis for further refinement of models to predict technology adoption, in particular the inclusion of compatibility as a predictor of behavioural intention. In terms of behavioural and demographic data, the study focuses on segments of individuals who are most likely to adopt m‐banking.

Aims: The study aims to comprehensively explores Mobile Banking Revolution in Odisha by utilizing the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) model to analyze the behavioral matrix of individuals' adoption and usage patterns. It also aims to provide insights on what motivates people to use mobile banking services and what keeps them using it.
 Sample: Data on individuals’ demographic, including gender, age, and education, were recorded using descriptive parameters. 200 from 220 questions that were handed out were returned in complete form. But 192 surveys were reliable enough to use in the statistical analysis.
 Study Design: The study employs a quantitative research approach to investigate the adoption of mobile banking services in the context of India's financial sector.
 Place and Duration of the Study: Sample: Residents of Odisha. Between February 2023 to June 2023.
 Methodology: The study sampled 192 Odisha residents who used m-banking services as respondents using a questionnaire survey. SmartPLS software was used to analyse the primary data that had been gathered.
 Results: All the factors have significant relation with intention in adoption. The application of the UTAUT2 model was demonstrated within the framework of the investigation.
 Conclusion: This study focused on the state of Odisha and explored the rapidly changing environment of mobile banking usage in the context of India's financial industry. The study investigated the complex web of factors that influence consumers' behavioural intents and actions in accepting mobile banking services via the perspective of the expanded Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) model.
 Recommendation: Through the UTAUT2 model, this study greatly advances our knowledge of the behavioural aspects of India's mobile banking boom. Its recommendations can help researchers, financial institutions, and policymakers maximise mobile banking's potential for widespread adoption and greater financial inclusion.

This study was conducted to determine the impact of trust, service quality, and value perception of user confidence in mobile banking services for BNI customers in Palembang. The population in this study is all customers who use mobile banking services at PT. Bank Negara Indonesia (Persero), Tbk Palembang Branch, with a sample of 100 people, will be distributed to active customers at Bank BNI Cabang Palembang in 2021-2022 using the purposive sampling method. Based on the results of multiple linear regret analysis that has been carried out shows that trust, service quality, and value perception have a positive and significant effect on confidence in users of mobile banking services for BNI Customers in Abang Palembang. Service features n mobile banking need to be added, especially to the increasingly diverse top e-wallet services. Display the balance amount when making transactions such as transfers or e-wallet top-ups. Quality of service, there is a crash when topping up an e-wallet and top-up credit. BNI needs to increase the capacity of visits and establish cooperative relationships with e-wallet providers or service providers to provide better services. Perception of value, there needs to be follow-up or evaluation regarding changes in mpin and transaction codes if mobile banking users move applications by logging in and resetting on other devices because the BNI mobile banking service feature has many regulations that are a bit difficult to feel for users who are around >40 years.