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Intention to use mobile banking services: an Islamic banking customers’ perspective from Sri Lanka

Sabraz Nawaz Samsudeen (Department of MIT, South Eastern University of Sri Lanka, Oluvil, Sri Lanka)
Gunapalan Selvaratnam (Department of Management, South Eastern University of Sri Lanka, Oluvil, Sri Lanka)
Ahamed Hilmy Hayathu Mohamed (Department of Islamic Studies, South Eastern University of Sri Lanka, Oluvil, Sri Lanka)

Journal of Islamic Marketing

ISSN: 1759-0833

Article publication date: 4 December 2020

Issue publication date: 13 January 2022

1715

Abstract

Purpose

This paper aims to identify the determinants of the intention to use mobile banking services among Islamic Banking customers in Sri Lanka. The study was carried out based on the Unified Theory of Acceptance and Use of Technology (UTAUT 2). The predictor variables of performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation and habit were used to predict the variable of behavioural intention to use. The moderating variables entail age, gender and experience.

Design/methodology/approach

Quantitative method with questionnaire survey was used. Data collection relied on the questionnaire survey method of which items were derived and adapted from past literatures. The responses were captured using the seven-point Likert scale. The study population consisted of Islamic Banking customers in Sri Lanka. A total of 594 questionnaires were returned of which 582 were found usable for analysis. Data analysis was conducted using the partial least square structural equation modelling along with SmartPLS 3.

Findings

The analysis results demonstrated the significant effect of all the variables on the Islamic Banking customers’ intention to use m-banking services along with the significant effect of the moderating variables as initially hypothesized.

Practical implications

As the first study of its kind in the context of Islamic banking customers in Sri Lanka, this study offers decision makers valuable guidelines for when they intend to re-engineer their m-banking applications and promote them to the public.

Originality/value

Following a comprehensive literature review, this study is identified as the pioneering effort in the investigation of m-banking usage intention among Islamic Banking customers in Sri Lanka. Therefore, this study contributes new knowledge and insights to the existing body of literature by confirming the viability of the UTAUT2 model in driving m-banking usage adoption among Islamic Banking customers in Sri Lanka.

Keywords

Citation

Samsudeen, S.N., Selvaratnam, G. and Hayathu Mohamed, A.H. (2022), "Intention to use mobile banking services: an Islamic banking customers’ perspective from Sri Lanka", Journal of Islamic Marketing, Vol. 13 No. 2, pp. 410-433. https://doi.org/10.1108/JIMA-05-2019-0108

Publisher

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Emerald Publishing Limited

Copyright © 2020, Emerald Publishing Limited

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