Mobile banking services have been a significant breakthrough in the electronic banking system and have many potential demands for online banking services to connect with consumers. Although there has been a rapid expansion of information technology (IT) in banking, which offers multiple opportunities in the global market, massive growth has not been seen in India’s m-banking adoption. Several kinds of research on m-banking adoption have been conducted in various countries, and it has been observed that India has great potential for m-banking. Nonetheless, users are not quite sure about its use for a few reasons. The present study extends the applicability of technology acceptance model (TAM) constructs in connection with customers’ awareness, perceived risk and perceived trust to investigate the user’s behavioural intention of m-banking adoption. The authors tested the proposed framework by using regression analysis in SPSS 23 and collected a sample of 311 mobile banking users by using convenience sampling. In support of the previous studies, findings revealed that perceived usefulness, perceived ease of use, customer awareness, perceived risk and perceived trust significantly adopted m-banking services in the Indian context.
AgwuE. (2012). Generations X and Y’s adoption of internet and internet banking in Nigeria: a qualitative study. International Journal of Online Marketing, 2(4), 68–82.
2.
AkturanU., & TezcanN. (2012). Mobile banking adoption of the youth market. Marketing Intelligence and Planning, 30(4), 444–459.
3.
AlalwanA. A., BaabdullahA. M., RanaN. P., TamilmaniK., & DwivediY. K. (2018). Examining adoption of mobile internet in Saudi Arabia: Extending TAM with perceived enjoyment, innovativeness, and trust. Technology in Society, 55, 100–110.
4.
AlkhaldiA. N. (2017). An empirical examination of customers’ mobile phone experience and awareness of mobile banking services in mobile banking in Saudi Arabia. Interdisciplinary Journal of Information, Knowledge, and Management, 12, 283–308.
5.
AlkhowaiterW. A. (2020). Digital payment and banking adoption research in Gulf countries: A systematic literature review. International Journal of Information Management, 53, 102.
6.
AloudatA., MichaelK., ChenX., & Al-DebeiM. M. (2014). Social acceptance of location-based mobile government services for emergency management. Telematics and Informatics, 31(1), 153–171.
7.
Al-SomaliS. A., GholamiR., & CleggB. (2009). An investigation into the acceptance of online banking in Saudi Arabia. Technovation, 29(2), 130–141.
8.
AminH., HamidM. R. A., LadaS., & AnisZ. (2008). The adoption of mobile banking in Malaysia: The case of Bank Islam Malaysia Berhad (BIMB). International Journal of Business and Society, 9(2), 43.
9.
AnandaS., DeveshS., & Al LawatiA. M. (2020). What factors drive the adoption of digital banking? An empirical study from the perspective of Omani retail banking. Journal of Financial Services Marketing, 25, 14–24.
10.
BaabdullahA. M., AlalwanA. A., RanaN. P., KizginH., & PatilP. (2019). Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model. International Journal of Information Management, 44, 38–52.
11.
BCG (2017, June). Encashing on digital: Financial services in 2020. https://image-src.bcg.com/Images/BCG-Facebook-Encashing-on-digital-Jun-2017_tcm9-163357.pdf
12.
BhattacherjeeA. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351–370.
13.
BrownI., CajeeZ., DaviesD., & StroebelS. (2003). Cell phone banking: Predictors of adoption in South Africa—An exploratory study. International Journal of Information Management, 23(5), 381–394.
14.
ChandraS., SrivastavaS. C., & ThengY. L. (2010). Evaluating the role of trust in consumer adoption of mobile payment systems: An empirical analysis. Communications of the Association for Information Systems, 27(1), 29, 561–588.
15.
ChawlaD., & JoshiH. (2020). Role of mediator in examining the influence of antecedents of mobile wallet adoption on attitude and intention. Global Business Review. https://doi.org/10.1177/0972150920924506
16.
ChenC. (2013). Perceived risk, usage frequency of mobile banking services. Managing Service Quality: An International Journal, 23(5), 410–436. https://doi.org/10.1108/MSQ-10-2012-0137
17.
ChiuJ. L., BoolN. C., & ChiuC. L. (2017). Challenges and factors influencing initial trust and behavioral intention to use mobile banking services in the Philippines. Asia Pacific Journal of Innovation and Entrepreneurship, 11(2), 246–278.
18.
CruzP., NetoL. B. F., Munoz-GallegoP., & LaukkanenT. (2010). Mobile banking rollout in emerging markets: Evidence from Brazil. The International Journal of Bank Marketing, 28(5), 342–371.
19.
DavisF. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.
20.
De LeonM. V. (2019). Factors influencing behavioural intention to use mobile banking among retail banking clients. Jurnal Studi Komunikasi, 3(2), 118–137.
21.
DevarajS., FanM., & KohliR. (2002). Antecedents of B2C channel satisfaction and preference: Validating e-commerce metrics. Information Systems Research, 13(3), 316–333.
22.
EngwandaM. N. (2014). Factors affecting mobile banking adoption in the United States. Walden University. https://scholarworks.waldenu.edu/archivedposters/75
23.
FeathermanM. S., & PavlouP. A. (2003). Predicting e-services adoption: A perceived risk facets perspective. International Journal of Human-Computer Studies, 59(4), 451–474.
24.
FieldA. (2009). Logistic regression. Discovering Statistics Using SPSS, 264, 315.
25.
ForsytheS. M., & ShiB. (2003). Consumer patronage and risk perceptions in internet shopping. Journal of Business Research, 56(11), 867–875.
26.
GaurA., & OndrusJ. (2012). The role of banks in the mobile payment ecosystem: A strategic asset perspective. Proceedings of the 14th Annual International Conference on Electronic Commerce, 171–177.
27.
GefenD., KarahannaE., & StraubD. W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51–90.
28.
GeorgeD., & MalleryP. (2003). SPSS for Windows step by step: Answers to selected exercises. A Simple Guide and Reference, 63, 1461–1470.
29.
GuJ. C., LeeS. C., & SuhY. H. (2009). Determinants of behavioral intention to mobile banking. Expert Systems with Applications, 36(9), 11605–11616.
30.
GuptaA., & DhamiA. (2015). Measuring the impact of security, trust and privacy in information sharing: A study on social networking sites. Journal of Direct, Data and Digital Marketing Practice, 17(1), 43–53.
31.
GuptaS., YunH., XuH., & KimH. W. (2017). An exploratory study on mobile banking adoption in Indian metropolitan and urban areas: A scenario-based experiment. Information Technology for Development, 23(1), 127–152.
32.
GuptaS. D., RaychaudhuriA., & HaldarS. K. (2018). Information technology and profitability: Evidence from Indian banking sector. International Journal of Emerging Markets, 13(5), 1070–1087.
33.
HaderiA., & SalehS. M. (2012). A framework to study factors influencing the acceptance of information technology in Yemen Government (Doctoral dissertation). Universiti Utara Malaysia.
34.
HassanH. E., & WoodV. R. (2020). Does country culture influence consumers’ perceptions toward mobile banking? A comparison between Egypt and the United States. Telematics and Informatics, 46, 101312.
35.
HassanJ., NikaF. A., AminA., & BashirI. (2021). Emerging market and mobile technology usage: Evaluating intention to use mobile banking in India by Junaid Hassan, Prof. Fayaz Ahmad Nika, Aarif Amin, Ishfaq Bashir. SSRN. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3792943
36.
HoehleH., ScornavaccaE., & HuffS. (2012). Three decades of research on consumer adoption and utilization of electronic banking channels: A literature analysis. Decision Support Systems, 54(1), 122–132.
37.
HsuC. L., & LuH. P. (2004). Why do people play online games? An extended TAM with social influences and flow experience. Information and Management, 41(7), 853–868.
38.
IBEF (2019, March). Indian banking industry analysis. https://www.ibef.org/archives/industry/banking-reports/indian-banking-industry-analysis-march-2019
39.
ImI., KimY., & HanH. J. (2008). The effects of perceived risk and technology type on users’ acceptance of technologies. Information and Management, 45(1), 1–9.
40.
InMobi (2019). The changing face of the Indian mobile user 2019 mobile marketing handbook. https://www.thedmti.com/wp-content/uploads/2019/03/India_Mobile_Marketing_Handbook_2019.pdf
41.
IslamM. A., KhanM. A., RamayahT., & HossainM. M. (2011). The adoption of mobile commerce service among employed mobile phone users in Bangladesh: Self-efficacy as a moderator. International Business Research, 4(2), 80.
42.
JonesW. (2014, April28th). Will bank customers PayM, Ping ‘em or look for a cashpoint?Monitise Insights. http://www.monitise.com/insights/2014/04/28/will-bank-customers-paym-pingem-lookcashpoint/
43.
JoudaH. (2020). Expanding TAM and investigating the factors that effect consumer intention to adopt mobile banking in Palestine. Financial Internet Quarterly, 16(3), 29–50.
44.
Juniper Research (2014, July). Mobile banking users to exceed 1.75 billion by 2019, representing 32% of the global adult population. https://www.juniperresearch.com/press-release/digital-banking-pr1
45.
KassimN., & AbdullahN. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings. Asia Pacific Journal of Marketing and Logistics, 22(3), 351–371.
46.
KhanM. R., RanaS., & HosenM. I. (2021). Impact of trustworthiness on the usage of m-banking apps: A study on Bangladeshi consumers. Business Perspectives and Research. https://doi.org/10.1177/22785337211001969
47.
KimD., & BenbasatI. (2006). The effects of trust-assuring arguments on consumer trust in Internet stores: Application of Toulmin’s model of argumentation. Information Systems Research, 17(3), 286–300.
48.
KimG., ShinB., & LeeH. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19(3), 283–311.
49.
KPMG (2019, August). Fintech in India—Powering mobile payments. https://assets.kpmg/content/dam/kpmg/in/pdf/2019/08/Fintech-in-India%E2%80%93Powering-mobile-payments.pdf
50.
KumarV. R., LallA., & ManeT. (2017). Extending the TAM model: Intention of management students to use mobile banking: Evidence from India. Global Business Review, 18(1), 238–249.
51.
KumarA., DhingraS., BatraV., & PurohitH. (2020). A framework of mobile banking adoption in India. Journal of Open Innovation: Technology, Market, and Complexity, 6(2), 40.
52.
LaforetS., & LiX. (2005). Consumers’ attitudes towards online and mobile banking in China. International Journal of Bank Marketing, 23(5), 362–380.
53.
LaukkanenT., & KiviniemiV. (2010). The role of information in mobile banking resistance. International Journal of Bank Marketing, 28(5), 372–388.
54.
LeeE. J., KwonK. N., & SchumannD. W. (2005). Segmenting the non-adopter category in the diffusion of internet banking. International Journal of Bank Marketing, 23(5), 414–437.
55.
LichtensteinS., & WilliamsonK. (2006). Understanding consumer adoption of internet banking: An interpretive study in the Australian banking context. Journal of Electronic Commerce Research, 7(2), 50.
56.
LinH. F. (2011). An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust. International Journal of Information Management, 31(3), 252–260.
57.
LuY., YangS., ChauP. Y., & CaoY. (2011). Dynamics between the trust transfer process and intention to use mobile payment services: A cross-environment perspective. Information and Management, 48(8), 393–403.
58.
LuarnP., & LinH. H. (2005). Toward an understanding of the behavioral intention to use mobile banking. Computers in Human Behavior, 21(6), 873–891.
59.
LuoX., LiH., ZhangJ., & ShimJ. P. (2010). Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems, 49(2), 222–234.
60.
MandrikC. A., & BaoY. (2005). Exploring the concept and measurement of general risk aversion. In MenonG., RaoA. R., & DuluthM. N. (Eds.), Advances in consumer research (Vol. 32, pp. 531–539). ACR. https://www.acrwebsite.org/volumes/9140/volumes/v32/NA-32
61.
MarakarkandyB., & DaptardarA. (2011). Evaluation of Internet banking sites from dimension of functionality. The IUP Journal of Bank Management, 10, 60–70.
62.
McKnightD. H., ChoudhuryV., & KacmarC. (2002). Developing and validating trust measures for e-commerce: An integrative typology. Information Systems Research, 13(3), 334–359.
63.
MehradD., & MohammadiS. (2017). Word of mouth impact on the adoption of mobile banking in Iran. Telematics and Informatics, 34(7), 1351–1363.
64.
MohapatraM. R., MoirangthemN. S., & VishwakarmaP. (2020). Mobile banking adoption among rural consumers: Evidence from India. American Business Review, 23(2), 6.
65.
MontazemiA. R., & Qahri-SaremiH. (2015). Factors affecting adoption of online banking: A meta-analytic structural equation modeling study. Information and Management, 52(2), 210–226.
66.
MortimerG., NealeL., HasanS. F. E., & DunphyB. (2015). Investigating the factors influencing the adoption of m-banking: A cross cultural study. International Journal of Bank Marketing, 33(4), 545–570.
67.
MouakketS. (2009). Investigating the factors influencing customers’ adoption of online banking in the United Arab Emirates. Journal of International Technology and Information Management, 18(3), 5.
68.
MutaharA. M., DaudN. M., ThurasamyR., IsaacO., & AbdulsalamR. (2018). The mediating of perceived usefulness and perceived ease of use: The case of mobile banking in Yemen. International Journal of Technology Diffusion, 9(2), 21–40.
69.
NambiarB. K., RamanathanH. N., RanaS., & PrasharS. (2018). Perceived service quality and customer satisfaction: A missing link in Indian banking sector. Vision: The Journal of Business Perspective, 23(1), 44–55.
70.
NasriW., & CharfeddineL. (2012). Factors affecting the adoption of Internet banking in Tunisia: An integration theory of acceptance model and theory of planned behavior. The Journal of High Technology Management Research, 23(1), 1–14.
71.
PallantJ. (2020). SPSS survival manual: A step by step guide to data analysis using IBM SPSS. Routledge.
72.
PalviaP. (2009). The role of trust in e-commerce relational exchange: A unified model. Information and Management, 46(4), 213–220.
73.
PikkarainenT., PikkarainenK., KarjaluotoH., & PahnilaS. (2004). Consumer acceptance of online banking: An extension of the technology acceptance model. Internet Research, 14(3), 224–235.
74.
PüschelJ., Afonso MazzonJ., & MauroC.HernandezJ. (2010). Mobile banking: Proposition of an integrated adoption intention framework. International Journal of Bank Marketing, 28(5), 389–409.
75.
RiquelmeH. E., & RiosR. E. (2010). The moderating effect of gender in the adoption of mobile banking. International Journal of Bank Marketing, 28(5), 328–341.
76.
RogersE. M. (2010). Diffusion of innovations. Simon and Schuster.
77.
SafeenaR., DateH., & KammaniA. (2011). Internet banking adoption in an emerging economy: Indian consumer’s perspective. International Arab Journal of e-Technology, 2(1), 56–64.
78.
SangleP. S., & AwasthiP. (2011). Consumer’s expectations from mobile CRM services: A banking context. Business Process Management Journal, 17(6), 898–918.
79.
SankaranR., & ChakrabortyS. (2021). Factors impacting mobile banking in India: Empirical approach extending UTAUT2 with perceived value and trust. IIM Kozhikode Society and Management Review. https://doi.org/10.1177/2320206820975219
80.
SathyeM. (1999). Adoption of internet banking by Australian consumers: An empirical investigation. International Journal of Bank Marketing, 17(7), 324–334.
81.
SekhonH., EnnewC., KharoufH., & DevlinJ. (2014). Trustworthiness and trust: influences and implications. Journal of Marketing Management, 30(3–4), 409–430.
82.
ShankarA., JebarajakirthyC., & AshaduzzamanM. (2020). How do electronic word of mouth practices contribute to mobile banking adoption?Journal of Retailing and Consumer Services, 52, 101920.
83.
SharmaS. K., GovindaluriS. M., Al-MuharramiS., & TarhiniA. (2017). A multi-analytical model for mobile banking adoption: A developing country perspective. Review of International Business and Strategy, 27(1), 133–148.
84.
ShawN. (2014). The mediating influence of trust in the adoption of the mobile wallet. Journal of Retailing and Consumer Services, 21(4), 449–459.
85.
ShenY. C., HuangC. Y., ChuC. H., & HsuC. T. (2010). A benefit-cost perspective of the consumer adoption of the mobile banking system. Behaviour and Information Technology, 29(5), 497–511.
86.
ShengM., WangL., & YuY. (2011, October). An empirical model of individual mobile banking acceptance in China. 2011 International Conference on Computational and Information Sciences (pp. 434–437). IEEE.
87.
ShinD. H. (2010). Modeling the interaction of users and mobile payment system: Conceptual framework. International Journal of Human-Computer Interaction, 26(10), 917–940.
88.
SinghS., & SrivastavaR. K. (2020). Understanding the intention to use mobile banking by existing online banking customers: An empirical study. Journal of Financial Services Marketing, 25(3), 86–96.
89.
SinhaA. (2011, August4). Technology in banking—In pursuit of excellence. https://www.bis.org/review/r110816b.pdf
90.
SoaresA. M., PinhoJ. C., & NobreH. (2012). From social to marketing interactions: The role of social networks. Journal of Transnational Management, 17(1), 45–62.
91.
SrivastavaS., & SinghN. (2020). From resistance to acceptance: Role of moderating and mediating variables in intention to use mobile payment services. International Journal of Technology Marketing, 14(4), 377–402.
92.
SuhB., & HanI. (2002). Effect of trust on customer acceptance of internet banking. Electronic Commerce Research and Applications, 1(3–4), 247–263.
93.
SusantoP., HoqueM. E., HashimN. M. H. N., ShahN. U., & AlamM. N. A. (2020). Moderating effects of perceived risk on the determinants-outcome nexus of e-money behaviour. International Journal of Emerging Markets. https://doi.org/10.1108/ijoem-05-2019-0382
94.
SwinyardW. R., & SmithS. M. (2003). Why people (don’t) shop online: A lifestyle study of the internet consumer. Psychology and Marketing, 20(7), 567–597.
95.
TarhiniA., AlalwanA. A., ShammoutA. B., & Al-BadiA. (2019). An analysis of the factors affecting mobile commerce adoption in developing countries. Review of International Business and Strategy, 29(3), 157–179.
96.
TiwariP. and TiwariS. K. (2020). Integration of technology acceptance model with perceived risk, perceived trust and perceived cost: Customers’ adoption of m-banking. International Journal on Emerging Technologies, 11(2), 447–452.
97.
TranH. T. T., & CornerJ. (2016). The impact of communication channels on mobile banking adoption. International Journal of Bank Marketing, 34(1), 78–109.
98.
VatanasombutB., IgbariaM., StylianouA. C., & RodgersW. (2008). Information systems continuance intention of web-based applications customers: The case of online banking. Information and Management, 45(7), 419–428.
99.
VenkateshV., & DavisF. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46(2), 186–204.
100.
WangS. W., NgamsiriudomW., & HsiehC. H. (2015). Trust disposition, trust antecedents, trust, and behavioral intention. The Service Industries Journal, 35(10), 555–572.
101.
WesselsL., & DrennanJ. (2010). An investigation of consumer acceptance of M-banking. International Journal of Bank Marketing, 28(7), 547–568.
102.
WuJ. H., & WangS. C. (2005). What drives mobile commerce? An empirical evaluation of the revised technology acceptance model. Information and Management, 42(5), 719–729.
103.
YangY., & ZhangJ. (2009, June). Discussion on the dimensions of consumers’ perceived risk in mobile service. 2009 Eighth International Conference on Mobile Business (pp. 261–266). IEEE.
104.
YuS. (2009). Factors influencing the use of mobile banking: The case of SMS-based mobile banking (Doctoral dissertation). Auckland University of Technology.
105.
ZhangT., LuC., & KizildagM. (2018). Banking ‘On-the-go’: Examining consumers’ adoption of mobile banking services. International Journal of Quality and Service Sciences, 10(3), 279–295.
106.
ZhouT. (2011). An empirical examination of initial trust in mobile banking. Internet Research, 21(5), 527–540.
107.
ZhouT. (2012). Understanding users’ initial trust in mobile banking: An elaboration likelihood perspective. Computers in Human Behavior, 28(4), 1518–1525.
108.
ZhouT. (2013). An empirical examination of continuance intention of mobile payment services. Decision Support Systems, 54(2), 1085–1091.
109.
ZhuQ., LyuZ., LongY., & WachenheimC. J. (2021). Adoption of mobile banking in rural China: Impact of information dissemination channel. Socio-Economic Planning Sciences. https://doi.org/10.1016/j.dsm.2021.02.004
