The adoption of smart banking services from a dual perspective: a qualitative study
Abstract
Purpose
This paper aims to understand the facilitators and inhibitors that might influence customers' adoption of smart banking services (SBS) in Pakistan.
Design/methodology/approach
Semi-structured interviews were conducted with 33 bank customers in Multan and Lahore using a case study design. Cases were selected using a purposive sampling strategy with maximum variation. A thematic content analysis (TCA) was performed to analyze the qualitative data.
Findings
The findings of this study support the notion that SBS has become a sine qua non of 21st-century banking owing to performance expectancy, effort expectancy, social influence, price value, facilitating conditions, habit and hedonic motivation. However, information privacy concerns and big brother effect impair customers' cognitive, personal and social experiences, creating an obstacle toward SBS adoption.
Research limitations/implications
Studying SBS adoption only in Pakistan represents the perspective of a developing country, which limits the generalizability of the findings.
Practical implications
Pakistani customers' demand for SBS can be linked to its performance. By upgrading technology, banks can improve the usefulness of these services.
Originality/value
The first scholarly inquiry explores the facilitators and inhibitors that could influence the adoption of SBS in Pakistan.
Keywords
Citation
Hassaan, M., Li, G. and Yaseen, A. (2023), "The adoption of smart banking services from a dual perspective: a qualitative study", Kybernetes, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/K-11-2022-1618
Publisher
:Emerald Publishing Limited
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