IDEAS home Printed from https://ideas.repec.org/a/pal/jofsma/v25y2020i3d10.1057_s41264-020-00074-w.html
   My bibliography  Save this article

Understanding the intention to use mobile banking by existing online banking customers: an empirical study

Author

Listed:
  • Sindhu Singh

    (K. J. Somaiya Institute of Management Studies and Research, Information Technology)

  • R. K. Srivastava

    (Sydenham Institute of Management Studies, Research and Entrepreneurship Education Marketing)

Abstract

The Indian banking sector can take advantage of the proliferation of smartphones as well as the government’s encouragement of cashless transactions to accelerate the use of mobile and online banking. The purpose of this study is to understand the initial acceptance of mobile banking by existing online banking users. Few studies have focused on online banking users’ behavioural intention to use similar services (such as mobile banking) in India. To this end, a theoretical model was developed using the technology acceptance model, which was extended to cover the adoption factors that influence users of online banking to use mobile banking. These adoption factors comprise perceived ease of use, perceived security, mobile self-efficacy, social influence and customer support. The dependent variable is customers’ behavioural intention to use mobile banking. A partial least squares structural equation modelling analysis was used to test the theoretical model with sample data from 420 online banking customers of various public, private, foreign and co-operative banks in India. The study found that the adoption factors had a significant impact on customers’ behavioural intention to use mobile banking. The findings of this study provide insight into digital banking channels, contribute to existing research on digital banking adoption and will educate banks and financial institutions on the adoption of mobile banking in India.

Suggested Citation

  • Sindhu Singh & R. K. Srivastava, 2020. "Understanding the intention to use mobile banking by existing online banking customers: an empirical study," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 25(3), pages 86-96, December.
    • Handle: RePEc:pal:jofsma:v:25:y:2020:i:3:d:10.1057_s41264-020-00074-w
    DOI: 10.1057/s41264-020-00074-w
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41264-020-00074-w
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1057/s41264-020-00074-w?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Se-Joon Hong & Kar Yan Tam, 2006. "Understanding the Adoption of Multipurpose Information Appliances: The Case of Mobile Data Services," Information Systems Research, INFORMS, vol. 17(2), pages 162-179, June.
    2. Mohammed Sadique Khan & Siba Sankar Mahapatra & Sreekumar, 2009. "Service quality evaluation in internet banking: an empirical study in India," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 2(1), pages 30-46.
    3. D. Harrison McKnight & Vivek Choudhury & Charles Kacmar, 2002. "Developing and Validating Trust Measures for e-Commerce: An Integrative Typology," Information Systems Research, INFORMS, vol. 13(3), pages 334-359, September.
    4. Bong Keun Jeong & Tom E Yoon, 2013. "An Empirical Investigation on Consumer Acceptance of Mobile Banking Services," Business and Management Research, Business and Management Research, Sciedu Press, vol. 2(1), pages 31-40, March.
    5. 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.
    6. Ahmed Mohammed Mutahar & Norzaidi Mohd Daud & Ramayah Thurasamy & Osama Isaac & Rasheed Abdulsalam, 2018. "The Mediating of Perceived Usefulness and Perceived Ease of Use: The Case of Mobile Banking in Yemen," International Journal of Technology Diffusion (IJTD), IGI Global, vol. 9(2), pages 21-40, April.
    7. Shankar, Amit & Jebarajakirthy, Charles & Ashaduzzaman, Md, 2020. "How do electronic word of mouth practices contribute to mobile banking adoption?," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Mohammad Asif & Mohammed Arshad Khan & Hamad Alhumoudi & Mohammad Wasiq, 2023. "Examining the Role of Self-Reliance, Social Domination, Perceived Surveillance, and Customer Support with Respect to the Adoption of Mobile Banking," IJERPH, MDPI, vol. 20(5), pages 1-19, February.
    2. Khan, Ikram Ullah, 2022. "How does culture influence digital banking? A comparative study based on the unified model," Technology in Society, Elsevier, vol. 68(C).
    3. Faruk Ahmeti & Burim Prenaj, 2022. "Determinants Affecting Consumer Acceptance and Adoption of Internet Banking in Developing Countries: The case study of Kosovo," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 6, pages 60-79.
    4. Mohammed Arshad Khan & Hamad A. Alhumoudi, 2022. "Performance of E-Banking and the Mediating Effect of Customer Satisfaction: A Structural Equation Model Approach," Sustainability, MDPI, vol. 14(12), pages 1-12, June.
    5. Afful Ekow Kelly & Sellappan Palaniappan, 2023. "Using a technology acceptance model to determine factors influencing continued usage of mobile money service transactions in Ghana," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-24, December.
    6. Simran Jit Kaur & Liaqat Ali, 2021. "Understanding bank employees’ perception towards technology enabled banking: a developing country perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(3), pages 129-143, September.
    7. 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.
    8. Ratikant Bhaskar & Okey Peter Onyia & Dharen Kumar Pandey & S. Ananda, 2023. "Navigating the complexities of financial services marketing through a bibliometric analysis of the Journal of Financial Services Marketing (2009–2022)," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 724-747, December.
    9. Malgorzata Solarz & Jacek Adamek, 2021. "Factors Affecting Mobile Banking Adoption in Poland: An Empirical Study," European Research Studies Journal, European Research Studies Journal, vol. 0(4), pages 1018-1046.
    10. Mirza, Nawazish & Umar, Muhammad & Afzal, Ayesha & Firdousi, Saba Fazal, 2023. "The role of fintech in promoting green finance, and profitability: Evidence from the banking sector in the euro zone," Economic Analysis and Policy, Elsevier, vol. 78(C), pages 33-40.
    11. Ashraf Hilal & Concepción Varela-Neira, 2022. "Understanding Consumer Adoption of Mobile Banking: Extending the UTAUT2 Model with Proactive Personality," Sustainability, MDPI, vol. 14(22), pages 1-23, November.
    12. Tengku Ikmal Hakimi & Johanna Abdullah Jaafar & Nor Azah Abdul Aziz, 2023. "What factors influence the usage of mobile banking among digital natives?," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 763-778, December.
    13. Jadil, Yassine & Rana, Nripendra P. & Dwivedi, Yogesh K., 2021. "A meta-analysis of the UTAUT model in the mobile banking literature: The moderating role of sample size and culture," Journal of Business Research, Elsevier, vol. 132(C), pages 354-372.
    14. Mkombo, Alfred Lameck & Wahua, Lawrence, 2024. "Review of Behavioural Intention to use Mobile Financial Services," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(1), pages 1520-1538, January.
    15. Afnan Ibrahim Alothman & Soad Abdullah Al-Meshal, 2022. "The Impact of Website Design and Customer Support on Customer Experience and Its Relation to Fintech Adoption Intention in Saudi Arabia," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 14(1), pages 126-126, December.
    16. Syed Shujaat Ali Shah & Zia Khan, 2021. "Creating advocates: understanding the roles of CSR and firm innovativeness," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(2), pages 95-106, June.
    17. Mohammad Ali Ashraf, 2023. "Comprehending the intention to use branchless banking by rural people during the corona pandemic: evidence from Bangladesh," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(1), pages 99-116, March.
    18. Shahid, Shadma & Islam, Jamid Ul & Malik, Shehla & Hasan, Uzma, 2022. "Examining consumer experience in using m-banking apps: A study of its antecedents and outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    19. Bindu K. Nambiar & Kartikeya Bolar, 2023. "Factors influencing customer preference of cardless technology over the card for cash withdrawals: an extended technology acceptance model," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(1), pages 58-73, March.
    20. Zarnadze Giorgi & Pereira Inês Veiga, 2021. "The impact of WOM on the acceptance of mobile banking," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 15(1), pages 377-391, December.
    21. Radia, Karan Nilesh & Purohit, Sonal & Desai, Shachi & Nenavani, Jitendra, 2022. "Psychological comfort in service relationships: A mixed-method approach," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    22. Emerson Wagner Mainardes & Priscilla Maria Ferreira Costa & Silvania Neris Nossa, 2023. "Customers’ satisfaction with fintech services: evidence from Brazil," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 378-395, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Avornyo, Philip & Fang, Jiaming & Antwi, Collins Opoku & Aboagye, Michael Osei & Boadi, Evans Asante, 2019. "Are customers still with us? The influence of optimum stimulation level and IT-specific traits on mobile banking discontinuous usage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 348-360.
    2. Jebarajakirthy, Charles & Shankar, Amit, 2021. "Impact of online convenience on mobile banking adoption intention: A moderated mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    3. Garima Malik & A. Sajeevan Rao, 2019. "Extended expectation-confirmation model to predict continued usage of ODR/ride hailing apps: role of perceived value and self-efficacy," Information Technology & Tourism, Springer, vol. 21(4), pages 461-482, December.
    4. Sara Moussawi & Marios Koufaris & Raquel Benbunan-Fich, 2021. "How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 343-364, June.
    5. Bhukya, Ramulu & Paul, Justin, 2023. "Social influence research in consumer behavior: What we learned and what we need to learn? – A hybrid systematic literature review," Journal of Business Research, Elsevier, vol. 162(C).
    6. Zhou, Qingji & Lim, Fong Jie & Yu, Han & Xu, Gaoqian & Ren, Xiaoyu & Liu, Dan & Wang, Xiangxin & Mai, Xinda & Xu, Hong, 2021. "A study on factors affecting service quality and loyalty intention in mobile banking," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    7. repec:zbw:bofrdp:2006_032 is not listed on IDEAS
    8. Younès Boughzala & Inès Bouzid & Imed Boughzala, 2012. "Les déterminants de l'adoption de l'e-achat public en France : une étude qualitative auprès des praticiens," Post-Print hal-02408949, HAL.
    9. Shankar, Amit & Rishi, Bikramjit, 2020. "Convenience matter in mobile banking adoption intention?," Australasian marketing journal, Elsevier, vol. 28(4), pages 273-285.
    10. Lee, Changju & Bae, Bumjoon & Lee, Yu Lim & Pak, Tae-Young, 2023. "Societal acceptance of urban air mobility based on the technology adoption framework," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
    11. Deli Yuan & Muhammad Khalilur Rahman & Md. Abu Issa Gazi & Md. Atikur Rahaman & Mohammad Mainul Hossain & Shaharin Akter, 2021. "Analyzing of User Attitudes Toward Intention to Use Social Media for Learning," SAGE Open, , vol. 11(4), pages 21582440211, November.
    12. Zhiyuan Yu & Doudou Jin, 2021. "Determinants of Users’ Attitude and Intention to Intelligent Connected Vehicle Infotainment in the 5G-V2X Mobile Ecosystem," IJERPH, MDPI, vol. 18(19), pages 1-19, September.
    13. Yadgar Taha M. Hamakhan, 2020. "The effect of individual factors on user behaviour and the moderating role of trust: an empirical investigation of consumers’ acceptance of electronic banking in the Kurdistan Region of Iraq," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-29, December.
    14. Kamal Abubker Abrahim Sleiman & Lan Juanli & Hongzhen Lei & Ru Liu & Yuanxin Ouyang & Wenge Rong, 2021. "User Trust levels and Adoption of Mobile Payment Systems in China: An Empirical Analysis," SAGE Open, , vol. 11(4), pages 21582440211, November.
    15. Nasser Hamidi & Tahmineh Torabi Rad & Alireza Jahany, 2012. "Evaluation Of Factors Influencing Tendency Towards E- Banking In Bank Customers," Far East Journal of Marketing and Management, Far East Research Centre, vol. 2(3), pages 25-42, August.
    16. Seif Obeid Al-Shbiel & Muhannad Akram Ahmad, 2016. "A Theoretical Discussion of Electronic Banking in Jordan by Integrating Technology Acceptance Model and Theory of Planned Behavior," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 6(3), pages 272-284, July.
    17. Malgorzata Solarz & Jacek Adamek, 2021. "Factors Affecting Mobile Banking Adoption in Poland: An Empirical Study," European Research Studies Journal, European Research Studies Journal, vol. 0(4), pages 1018-1046.
    18. Dan J. Kim & Donald L. Ferrin & H. Raghav Rao, 2009. "Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration," Information Systems Research, INFORMS, vol. 20(2), pages 237-257, June.
    19. Liu, Chuang-Chun, 2016. "Understanding player behavior in online games: The role of gender," Technological Forecasting and Social Change, Elsevier, vol. 111(C), pages 265-274.
    20. Kim, Juran & Lee, Ki Hoon, 2019. "Influence of integration on interactivity in social media luxury brand communities," Journal of Business Research, Elsevier, vol. 99(C), pages 422-429.
    21. Marzieh Soleimani, 2022. "Buyers' trust and mistrust in e-commerce platforms: a synthesizing literature review," Information Systems and e-Business Management, Springer, vol. 20(1), pages 57-78, March.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:jofsma:v:25:y:2020:i:3:d:10.1057_s41264-020-00074-w. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.