Abstract
The development of modern information and communication technologies enabled banks to rely on mobile banking as an important distribution channel in their businesses. Given that investments in the development of mobile banking systems are extremely high, knowledge of which factors affect the intentions of individuals to use mobile banking services can be of great importance. For this purpose, empirical research was conducted and 313 respondents were surveyed in the territory of Sumadija, Central Serbia. The collected primary data were analyzed using the statistical software SPSS v. 20. To examine the factors in the work, the UTAUT model (Unified Theory of Acceptance and Use of Technology) was used. The results of empirical research indicate that all components of the UTAUT model have statistically significant influence on intention to use mobile banking, with performance expectancy singled out as the most important antecedent, while effort expectancy has the weakest impact. The paper confirms the success of the UTAUT model for testing mobile banking antecedents, and gains new insights regarding the intention of using mobile banking in Serbia that can serve for managerial purposes.
Highlights
The rapid development of modern information technology and an increase in the number of mobile users have caused the emergence of a new trend in banking operations, known as mobile banking
Research hypotheses were tested using a multiple regression analysis, whose results indicate that all four components of the UTAUT model determine intention to use mobile banking, and it is concluded that all the tested hypotheses have been proven
The performance expectancy has been highlighted as the strongest antecedent, which is consistent with the results of previous research (Baptista & Oliveira, 2015; Basri, 2018), while the weakest antecedent is that of effort expectancy
Summary
The rapid development of modern information technology and an increase in the number of mobile users have caused the emergence of a new trend in banking operations, known as mobile banking. As mobile banking is a trend in the banking industry that is still developing, especially in the territory of Serbia, the number of mobile banking users is still small (Yao & Zhong, 2011; Alalwan et al, 2017) Stated reasons for this include mistrust in the security of service delivery, risks, the danger of fraud, lack of awareness, and technical issues during the realization of banking transactions (Sanader, 2014; Bhatt & Bhatt, 2016). In this regard, it is concluded that new research on the antecedents of mobile banking is necessary in order to provide the banking sector with better and more complete information that can serve as a good basis for making optimal business decisions
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