Title: An empirical study to measure consumer adoption of mobile banking services

Authors: Mallika Srivastava; Semila Fernandes

Addresses: SVKM's Narsee Monjee Institute of Management Studies, Bannerghatta Main Rd, Bengaluru, Bangalore, Karnataka 560083, India ' Symbiosis Institute of Business Management, Symbiosis International (Deemed University), #95/1, 95/2, Electronics City, Phase-1, Hosur Road, Bengaluru, Pune, 560100, India

Abstract: In the highly secured and regulated world of banking and financial services and insurance (BFSI), mobile banking (m-banking) has emerged as an innovative technological advancement. The consumer adoption of m-banking technologies has not been measured comprehensively. Through the current study, the authors have made an attempt to measure the consumer adoption of m-banking in developing economy. To support this research, Everett Rogers theory of 'diffusion of innovation' is adopted as theoretical framework. An exploratory study was administered through a structured questionnaire. Non-probabilistic convenience sampling technique was adopted for the study. Confirmatory factor analysis (CFA) was used to establish the measurement model. Additionally, the study also explores the impact of demographic characteristics like gender, age, income, marital status, duration of using smartphones and duration of using internet banking on consumer adoption towards m-banking services using ANOVA.

Keywords: compatibility; relative advantage; complexity; trialability; observability; consumer adoption; mobile banking.

DOI: 10.1504/IJPSPM.2022.119834

International Journal of Public Sector Performance Management, 2022 Vol.9 No.1/2, pp.165 - 189

Received: 27 Feb 2019
Accepted: 23 Feb 2020
Published online: 22 Dec 2021 *

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