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What factors drive the adoption of digital banking? An empirical study from the perspective of Omani retail banking

Author

Listed:
  • S. Ananda

    (College of Banking and Financial Studies)

  • Sonal Devesh

    (College of Banking and Financial Studies)

  • Anis Moosa Al Lawati

    (College of Banking and Financial Studies)

Abstract

This study aims to investigate the factors influencing the adoption of digital banking by retail banking customers. A theoretical model was developed based on an extended technology acceptance model to conceptualize the linkage among the factors impacting digital banking adoption. The primary data were acquired through a structured questionnaire from 200 customers. The multiple linear regression equation was used to analyse the relationship among six independent factors. The study revealed awareness, web features and perceived usefulness have significant positive influence on adoption of digital banking. The study is useful to plan and promote service model to enhance digital banking adoption.

Suggested Citation

  • S. Ananda & Sonal Devesh & Anis Moosa Al Lawati, 2020. "What factors drive the adoption of digital banking? An empirical study from the perspective of Omani retail banking," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 25(1), pages 14-24, June.
    • Handle: RePEc:pal:jofsma:v:25:y:2020:i:1:d:10.1057_s41264-020-00072-y
    DOI: 10.1057/s41264-020-00072-y
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    References listed on IDEAS

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    1. S. Ananda & Sonal Devesh, 2018. "Factors leading to customer satisfaction: an empirical study of retail banking in Oman," International Journal of Economics and Business Research, Inderscience Enterprises Ltd, vol. 16(4), pages 502-516.
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    3. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    4. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    5. Bauer, Keldon & Hein, Scott E., 2006. "The effect of heterogeneous risk on the early adoption of Internet banking technologies," Journal of Banking & Finance, Elsevier, vol. 30(6), pages 1713-1725, June.
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    Cited by:

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    2. Syed Imran Zaman & Sharfuddin Ahmed Khan & Sahar Qabool & Himanshu Gupta, 2023. "How digitalization in banking improve service supply chain resilience of e-commerce sector? a technological adoption model approach," Operations Management Research, Springer, vol. 16(2), pages 904-930, June.
    3. Qaisar Ali & Shazia Parveen & Hakimah Yaacob & Zaki Zaini, 2021. "Cardless Banking System in Malaysia: An Extended TAM," Risks, MDPI, vol. 9(2), pages 1-16, February.
    4. Burlacu Sorin & Ciobanu Ghenadie & Troaca Victor Adrian & Gombos Carol Cristina, 2021. "The Digital Finance – opportunity of development in the new economy," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 15(1), pages 392-405, December.
    5. Arthur J. Lin & Hai-Yen Chang & Sun-Weng Huang & Gwo-Hshiung Tzeng, 2021. "Criteria affecting Taiwan wealth management banks in serving high-net-worth individuals during COVID-19: a DEMATEL approach," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(4), pages 274-294, December.
    6. Abed Rabbani & Wookjae Heo & John E. Grable, 2021. "The role of financial literacy in describing the use of professional financial advisors before and during the COVID-19 pandemic," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(4), pages 226-236, December.
    7. Hway-Boon Ong & Lee-Lee Chong, 2023. "The effect of cashless payments on the internet and mobile banking," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(1), pages 178-188, March.
    8. Gupta, Somya & Ghardallou, Wafa & Pandey, Dharen Kumar & Sahu, Ganesh P., 2022. "Artificial intelligence adoption in the insurance industry: Evidence using the technology–organization–environment framework," Research in International Business and Finance, Elsevier, vol. 63(C).
    9. Luiz Antonio Bueno & Tiago F. A. C. Sigahi & Rosley Anholon, 2023. "Digital Banks in Brazil: Struggling to Reach the Breakeven Point or a New Evolution Wave?," FinTech, MDPI, vol. 2(3), pages 1-14, June.
    10. Vikas Chauhan & Rambalak Yadav & Vipin Choudhary, 2022. "Adoption of electronic banking services in India: an extension of UTAUT2 model," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(1), pages 27-40, March.
    11. An Ha Thi Pham & Dong Xuan Pham & Eleftherios I. Thalassinos & Anh Hoang Le, 2022. "The Application of Sem–Neural Network Method to Determine the Factors Affecting the Intention to Use Online Banking Services in Vietnam," Sustainability, MDPI, vol. 14(10), pages 1-20, May.

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