Banking “on-the-go”: examining consumers’ adoption of mobile banking services

Abstract

Purpose

This paper aims to examine consumers’ adoption of mobile technology to facilitate their banking services and activities, and to investigate the factors influencing their adoption and engagement.

Design/methodology/approach

An online survey is used to test proposed relationships between factors and consumers’ mobile banking adoption. Structural equation modeling is performed to analyze consumers’ intentions toward mobile banking.

Findings

Traditional technology acceptance model factors – perceived usefulness and perceived ease of use – are identified as effective factors in influencing consumers to adopt mobile technology for facilitating banking services. Moreover, technology safety concerns, including reliability and privacy factors, are found to play an important role in motivating consumers to embrace mobile banking. The “fun” feature of the technology and consumers’ innovativeness characteristics are considered important in influencing mobile banking adoption. Trust in the banks has its predominant role in mobile technology adoption for banking services.

Practical implications

A bank gaining trust from its clients is key to active adoption of mobile banking technology. Bankers are advised to pay more attention to reliability and privacy features when designing and promoting mobile banking technology to consumers. Moreover, advertisements to bank clients should stress the “fun” aspects of the mobile banking apps to attract them to the use of mobile banking technology.

Originality/value

This paper investigates the factors influencing bank consumers to adopting mobile banking apps to facilitate their banking services. Nine key factors in the technology adoption area are examined to provide a comprehensive understanding of bank clients’ use of mobile banking apps, which advances the understanding of mobile technology applied in the banking industry in the literature.

Citation

Zhang, T., Lu, C. and Kizildag, M. (2018), "Banking “on-the-go”: examining consumers’ adoption of mobile banking services", International Journal of Quality and Service Sciences, Vol. 10 No. 3, pp. 279-295. https://doi.org/10.1108/IJQSS-07-2017-0067