Enablers and restrictors of mobile banking app use: A fuzzy set qualitative comparative analysis (fsQCA)

Abstract

Banking customers no longer require desktop computers to manage their accounts, because phones and tablets are currently always within reach. However, several factors may restrict the adoption of mobile banking apps. This study presents unpublished findings on mobile banking app use and identifies the potential barriers that currently restrict its wider adoption. Employing a fuzzy set qualitative comparative analysis (fsQCA), this study examines how perceived risk, perceived ease of use, perceived usefulness, compatibility, age, and income all affect mobile banking app use, and non-use, using empirical data from a sample of banking customers. The analysis of necessary conditions shows that mobile banking app use is associated with low perceived risk, high compatibility, high perceived ease of use, and high perceived usefulness. The findings also reveal that a combination of low compatibility, low perceived usefulness, low perceived ease of use, and a high perceived risk is a sufficient condition for mobile banking app non-use.