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Understanding the process of meanings, materials, and competencies in adoption of mobile banking

Author

Listed:
  • Muhammad Naeem

    (Arden University)

  • Wilson Ozuem

    (Arden University)

  • Kerry Howell

    (Arden University)

  • Silvia Ranfagni

    (Arden University)

Abstract

COVID-19 has changed the way people live, bank, shop, and work by moving them toward digitalization. It has also driven the trend toward a cashless society, and this change has taken place in an increasingly uncertain and fearful environment. This study explores the social practice of mobile banking (MB) adoption during the global COVID-19 pandemic. Data were collected from banking customers and managers using online customer reviews, semi-structured interviews, and focus groups to develop an in-depth understanding of the subjective realities of their use of MB. This approach also ensured that social distancing practices were maintained during interviews conducted during the COVID-19 outbreak. Analysis of the data suggests that social media, social circles, family members, and teams of customer service agents play an important role in developing the social practice of MB. This study culminates in the presentation of the social practice of MB adoption (SPOTA) framework. This framework is based on extended social practice theory in the context of MB adoption. The study discusses the practical implications of the findings for systems developers. The many expectations of people with or without disabilities of MB are discussed and the findings could be used to improve the accessibility and habitual practice of MB adoption.

Suggested Citation

  • Muhammad Naeem & Wilson Ozuem & Kerry Howell & Silvia Ranfagni, 2022. "Understanding the process of meanings, materials, and competencies in adoption of mobile banking," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2445-2469, December.
    • Handle: RePEc:spr:elmark:v:32:y:2022:i:4:d:10.1007_s12525-022-00610-7
    DOI: 10.1007/s12525-022-00610-7
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    Cited by:

    1. Rainer Alt, 2022. "Electronic Markets on AI and standardization," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 1795-1805, December.

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    More about this item

    Keywords

    Social media; Accessibility; Mobile banking; Technological features; Adoption; Context and situation; Social practices;
    All these keywords.

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising

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