Adoption Of Banking Services Research Articles

Coronavirus: an empirical study of the pandemic's effect on Albanian online banking services

We analyse how the COVID-19 pandemic has influenced online banking usage in Albania. We started with the online banking environment, its features, and the factors that drive it. Secondary data from the Bank of Albania reveals a substantial spike in online banking transactions in the last decade. Based on an empirical analysis with primary data collected from questionnaires issued to banking clients, we utilised several factors from the technology acceptance model (TAM) to indicate the pandemic influence on online banking service adoption and usage among private banking customers in Albania. The pandemic has resulted in a substantial rise in online banking use. We evaluated the impact on the online banking use of the following factors: age, gender, education, income level, perceived security and safety, perceived usefulness, and perceived ease of use. For the age, education, income level, and security perceptions, we found a positive relation. Gender does not seem to be significant. The convenience, speed, and ease of using online services do not impact online banking use during the pandemic. The findings will be useful to both academics and practitioners looking to understand the issues of the pandemic effect.

Impact of E-service Quality on Customer Adoption of Virtual Banking Services in Sri Lanka

The Sri Lanka Journal of Management (SLJMS) is an international, peer-reviewed journal which is published by the Faculty of Management Studies, The Open University of Sri Lanka with high quality, and original research contributions to management knowledge.

Moderate Effect of Financial Literacy during the Covid-19 Pandemic in Technology Acceptance Model on the Adoption of Online Banking Services

This research explored the factors that have a significant effect on the adoption of online banking services using the Technology Acceptance Model (TAM) theory, both directly and moderated by financial literacy. This quantitative study used a single cross-sectional research design to collect data from 100 respondents using Google Form. The collected data were analyzed using Structural Equation Modeling-Partial Least Square (PLS-SEM). The results showed that the perceived usefulness directly had a positive and significant impact on the adoption of online banking services. Likewise, the perception of ease of use shows that it directly has a positive and significant effect on the adoption of online banking services. The results also prove the moderating effect of financial literacy on the correlation between predictors and adoption of online banking services. This finding serves to inform managers and policymakers to design effective strategies by capturing customers' desire to use and experience using e-banking during the COVID-19 pandemic and economic globalization.

ECONOMIC CONSEQUENCES AND VARIABLES INFLUENCING THE UPTAKE OF MOBILE FINANCIAL SERVICE IN UNBANKING POPULATION LIKE PAKISTAN

The growth of digital mobile devices enables the world to integrate and enables the masses to access and use services with optimism, speed and efficiency. These developments are on the rise in Pakistan. Market opportunities for digital financial services in Pakistan are projected to exceed $ 36 billion by 2025, which will increase GDP by 7%, create four million new jobs and generate $ 263 billion in new deposits. This power can only be achieved through a robust and efficient DFS environment. Although Pakistan has a DFS environment, it is unfortunate that so far no research has been done to determine and analyze the economic impact of mobile banking services as well as factors affecting their use in developing countries like Pakistan, to this end, the methodology part will be divided into two parts: the first part will focus on the secondary data to analyze and determine the impact of mobile banking activity on GDP, employment, government taxes for support to reduce non-banking figures in Pakistan. The second part will focus on the primary data that will be used to investigate the influencing variables on the usage of mobile banking services. A self-administered questionnaire has been developed with 250 respondents, which will be distributed to mobile money users to get their ideas on mobile banking services. Its results will be evaluated using the Pearson correlation and multiple regressions. Affective factors are assessed under five factors: risk, perceived trust, cost-effectiveness, accessibility and reliability using biometric analysis method in mobile banking. The study revealed that mobile financial services had positive impact on the economic indicators whereas factors like perceived trust, convenience and perceived risk had a significant influence on the adoption of mobile banking services but perceived cost and reliability were said to have insignificant influence on its adoption.

Factors Affecting Mobile Banking Adoption in Poland: An Empirical Study

Purpose: The research purpose of this study is to identify and assess the impact of factors in the adoption of mobile banking services (MB) based on the example of data from Poland. Approach/Methodology/Design: The following research methods were used, critical analysis of the source literature, the diagnostic survey method and the Technology Acceptance Model (TAM). The empirical data come from the survey research conducted in 2021 using the CAWI (Computer-Assisted Web Interview) method and covering a representative sample of 1.030 Poles. Findings: The research findings indicate the follows: a/ Self-efficacy shows a significant positive impact on the Perceived risk and Perceived ease of use of mobile banking, b/ Perceived risk presents a significant positive impact on the Perceived ease of use and a significant, however, negative impact on the Actual usage of mobile banking services, c/ Perceived ease of use has a significant positive impact on the Perceived usefulness and Behavioral intention associated with the use of MB, and d/ Perceived usefulness shows a significant positive impact on Behavioral intention, and the latter have a significant and positive impact on the Actual usage of the discussed distribution channel for banking services. Practical Implications: The practical implications of this study suggest that, the managers of Polish banks should design mobile banking services perceived by their users as friendly, timely, uncomplicated, and safe. Originality/Value: The originality and value of the research is based on two pillars: (1) this study fills in the research gap in terms of applying the TAM model to analyze the factors having impact on the adoption of MB services by Poles; (2) in this research we intend to use the factor associated with the consequences of this pandemic, which has not been included in the source literature as yet, and which is one of the elements influencing the Perceived risk variable.

Customers’ Perceived Risk and Attitude towards Adoption of the Digital Banking Services

Extensive use of technology in the banking sector has redefined the role of a modern banker and banks are not mere purveyors of credit but providers of a number of hi-tech services at the doorsteps of customers anytime, anywhere, and anyhow. The banking industry is currently witnessing healthy competition to adopt new technology. With the advent of Information Technology and its massive application in banking, the delivery of banking services has become more electronic and online. The demand for internet banking (IB) is necessitated by the growing e-commerce transactions and the paradigm shift in banking led by technology. From the perspective of both users and providers‘, IB is cost-effective, quick, and convenient. IB as a medium of delivering banking services is gaining acceptance from customers and is fast catching up in India particularly in Kerala with almost all the banks offering IB services to their customers. Customers are realizing the comfort of accessing banking services from home and as a result, a number of bank customers have already adopted IB or are on the threshold of adopting it. At the same time, we cannot ignore the various kinds of risks hidden in the IB services. Not only the technological factor but also the social, demographic, and even geographical factors also influence us for being digital.
 As a result of the currency demonetization from 8th November 2016, the demand for digital banking services has been increased. This is mainly because of the unexpected financial crisis that emerged due to currency demonetization. So it led to a new digital revolution in the field of the banking industry. Comparing to conventional banking services digital banking will provide a different experience to its customers. As a result of currency demonetization, many of the consumers were forced to adopt digital banking services. Hence this descriptive study is trying to reveal the great risk perceived by the banking customers in the banking services and the wild adoption of digital banking as a result of currency demonetization by taking samples from state bank of India and Kerala Gramin bank customers. This study sheds light on different aspects of consumers’ perceived risk to analyze the influence of total perceived risk and consumers’ willingness to embrace innovation on digital banking services adoption.

Change in the uses pattern of digital banking services by Indian rural MSMEs during demonetization and Covid-19 pandemic-related restrictions

Purpose In the ever fast-changing modern world, through the use of digital banking services (DBS), the old concept of banking in a traditional way has been completely changed. It was made possible through the use of modern artificial intelligence embedded technologies. It was done to meet the ever-growing demands of customers through more user-friendly and time-saving uses of technologies. This paper aims to uncover and analyse the factors affecting the adoption of digital banking services by rural micro small and medium enterprises (MSMEs). MSME is one of the most active sectors in India. It plays an important role in the economic development of the country through exports and domestic supplies and by creating employment opportunities. Design/methodology/approach The study was conducted using a questionnaire survey. In total, 148 rural MSME owners were considered for the analysis in this study. Rural MSMEs in India are way behind in using digital banking services than their urban counterparts. The present study uses IBM SPSS and AMOS to shed light on the prevalent factors that influence the attitude to use digital banking services. Findings It is found out that convenience (which includes perceived usefulness and perceived ease of use), perceived self-efficacy, demonetization, performance expectancy and pandemic effect have a significant effect on the attitude to adopt DBS. The findings of the study will provide deeper insights for the banks as well as different government agencies to revamp their strategies in changing the financial landscape of the country through a “cashless economy”. Practical implications Demonetization, a boom in eCommerce in India, pandemic-related lockdowns or restrictions and the government’s push for the digital economy will aid the use of DBS at a faster pace. The outcome of the study will help both the government and the financial institutions to chalk out strategies to cater to the rural MSMEs in embracing DBS. Originality/value The use of digital services for banking in India is in a nascent stage, but the rate of adoption is increasing at a cyclonic speed. Affordable electronic devices, cheap internet and different medium of using DBS are fuelling the rapid increase; yet, limited research focuses on the differences in the rate of acceptance of digital banking services concerning rural MSMEs.

ASSESSING THE ADOPTION OF MOBILE BANKING SYSTEMS AMONG CUSTOMERS: A CASE OF TANZANIA FINANCIAL INSTITUTIONS

Banks are seemed to be one of the business that are really interested in a system which provide a better service to its customers effectively and efficiently. Mobile banking through an application is a recent technological innovation with enormous potential to improve the banking experience of retail bank customers and to streamline the banks’ operations. However, the successful implementation of mobile banking application (app) fundamentally depends on how much customers are fully motivated to adopt it. In fact, mobile banking adoption is in development stage of its growth in Tanzania. The study examines how user adoption of mobile banking services in financial institution through practices and challenges. The study is descriptive in nature and the convenience sampling units were used. The total sample size was 200 individuals including staff members of service providers and customers from commercial banks in Tanzania. The findings indicate that transaction costs, online theft, stranded platforms, network bottleneck, user perception and network providers’ security is not guaranteed. The findings contribute to the debate around technological innovation and transforming the banking industry. Also, they have policy implications with regard to the user-need approach to mobile banking services and network providers

Consumer Attitudes towards On-line Banking in Ghana

Technological advancement has been revolutionizing the way companies conduct business in various industries around the world, particularly banking. The use of mobile phones and the internet has increased the trend toward online banking in both developed and developing countries. The adoption of online banking by consumers in developing countries, though, has been slower than in developed countries. Beginning with a review of the literature on the development and implementation of online banking in general and in developing countries in specific, this paper analysed Ghana’s efforts to speed up the adoption and usage of online banking services in its banks and by its citizens. The findings revealed that security concerns and the challenges of carrying out individual transactions were problematic to the average customer. Customers reported that slow transaction times, internet accessibility, and even online banking operation difficulties were frustrating. The research findings were of significance to developers on online banking services with respect to planning and implementing online banking portals. The results also were beneficial for both practitioners and academics to give them a sense of the depth, direction, and acceptance of online banking in this developing country.

THE IMPACT OF MOBILE BANKING APPLICATION ON CLIENT INTERACTION WITH YEMEN BANKS

Purpose: The purpose of the study is to analyse the impact of a mobile banking application on client interactions with banks in Yemen.
 Methodology: Data were collected using structured questionnaires. The Statistical Package for the Social Sciences (SPSS) was used for statistical analysis. Descriptive statistics and correlation values were used to report the results. This paper coverers the barriers and the factors that might affect badly on the performance of the mobile banking services in the Yemen banks industry.
 Findings: The findings of this study show that the traditional method of banks is changing; the entire system of banks has been changed from the traditional old way to the advanced way, and The traditional way is a paper-based banking provider while the new way is to use the technology as a method to enhance the performance of the banks such as the usage of mobile banking. In addition, the result of this paper is that there is a link between the user stratification and supportive access factor, and they are related to mobile banking. However, recently mobile banking is being adopted scientifically in recent years as most of the systems are become computerized and mobile phones are being in the market more than computers. Although, the emerging new technology to the banks' services market is exposed to barriers to the adoption of mobile banking services. The results of this current study will provide insights into the factors that affect the successful uptake of mobile banking services among clients of Yemeni banks.

Adoption of electronic banking services in India: an extension of UTAUT2 model

Indian banks have paid sufficient attention to recent innovations in banking services delivery such as e-banking, mobile banking, mobile payment, e-wallet, and e-money services, still the acceptance of these services among consumers is sluggish. Therefore, the present study aims to identify the intention of consumers to adopt various e-banking services. The study adopted the UTAUT2 model (Unified Theory of Acceptance and Use of Technology) and extended it with constructs such as consumer innovativeness, perceived risk, and security information availability. The extended research model was tested using a questionnaire-based response collected from 721 consumers. CB-SEM (Covariance-based structural equation modeling) was used to examine the hypotheses. An empirical examination of the model helped explain the impact of the UTAUT2 model's constructs in predicting adoption intention toward e-banking services. The study also revealed the importance and impact of newly incorporated variables in explaining consumers' adoption intention toward e-banking services. The study has provided some useful insight into the factors influencing consumers' intention to adopt e-banking services to shed new light.

Study on the Usage of Mobile Banking Application during COVID-19 Pandemic

COVID-19 outbreak has brought a global challenge in economy. It has affected badly on the financial sector all over the world. It created fear in the minds of people to use liquid cash and thus, has led to the adoption of mobile banking services. This study was conducted by collecting responses from the employed and student population from various parts of Kerala, who use mobile banking services. Primary data have been collected from 268 responses through a structured questionnaire prepared using Google forms. Percentage analysis with frequency distribution is used to summarize and infer the data along with pie charts. Chi-square test have been used to analyze the data using Microsoft Excel sheet to test the developed hypothesis and derive conclusions. It is concluded that mobile banking application have created a good impact during this pandemic to safeguard the lives and complete transactions at their fingertips without visiting banks physically.

Customer Adoption of Islamic Banking Services: Empirical Evidence from Indonesia

Customer Adoption of Islamic Banking Services: Empirical Evidence from Indonesia

Assessing The Impact of Factors Affecting the Adoption of Online Banking Services Among University Students

With the advancement of information technology in India, banks are adopting online systems in providing its services to its account holders. This study has been done to explore the key factors which affect the acceptance of online banking services amongst the young generation specifically the students in the age group of 20 to 30 years studying in Central University situated in Uttar Pradesh state of India. This study has been carried out in the light of technology acceptance model (TAM) along with security & privacy and quality of internet connection. The sample size of 318 was collected using multi-stage sampling procedure through survey method. Regression analysis was employed to study the impact of the factors, using SPSS 26.0. Results revealed that the factors like PU, PEOU, SP and QIC were significant and support the previous studies. PU has more effect in the acceptance of online banking system among the students in India.

ADOPTION OF MOBILE BANKING SERVICES: AN EMPIRICAL EXAMINATION BETWEEN GENERATION Y AND GENERATION Z IN THAILAND

The purpose of this study is to identify the significant factors that affect the adoption of mobile banking services, by conducting an empirical investigation on generation comparison, between Gen Y and Gen Z in Thailand. To test the framework, descriptive analysis, correlation analysis, collinearity analysis, and multiple linear regression analysis were applied to the primary data, which consists of 400 surveys collected from mobile banking users in Gen Y and Gen Z in Thailand. The results show that compatibility, perceived usefulness, and self-efficacy are significantly and positively affect customer intention to adopt the services in both generations. Interestingly, social influence has significantly affected adoption of mobile banking only in Gen Z.

Assessing the Impact of Factors Affecting the Adoption of Online Banking Services among University Students

Assessing the Impact of Factors Affecting the Adoption of Online Banking Services among University Students

Determinants of Islamic banking products and services adoption in Morocco: a conceptual framework

PurposeThe Moroccan monetary authorities have implemented an Islamic banking system since 2017 as an alternative to the conventional system. However, the adoption of Islamic banking products and services is not widely accepted by customers. The purpose of this study is to propose a conceptual framework to understand the determinants of Islamic banking products and services adoption in Morocco.Design/methodology/approachThis study develops a conceptual framework based on the diffusion of innovation theory (DOI). Thus, with reference to an extensive literature review done regarding adoption studies, the proposed research model integrates perceived attributes of innovation (relative advantage, compatibility, complexity and observability) suggested by the DOI theory. It also integrates other relevant variables that should be considered in the context of this study. These include knowledge, perceived risk and customer involvement.FindingsThe proposed conceptual framework demonstrates and justifies the relevance and the applicability of Rogers’ DOI to understand consumer decisions to adopt an innovation in general as well as Islamic banks in particular.Originality/valueSeveral studies have examined the factors influencing the adoption of Islamic banks; however, those carried out in the Moroccan context remain very limited. The majority of these studies examine the intention to adopt in the future, whereas the present study seeks to establish a conceptual research model that examines the determinants of current adoption of Islamic banking in Morocco and the continuity of this adoption over time. The novelty of this study is to develop a modified model based on DOI theory which, according to the existing literature, has not yet been tested in the Moroccan context.

I have the bank in my pocket: Theoretical evidence and perspectives

Mobile payment services are the most growing business in recent days and it is the most cost‐effective tool as well. This study aimed to explore the factors affecting the adoption of m‐payment services in emerging economies, which was attained by implementing the descriptive research design. Accordingly, the collection of 440 responses was carried out via the e‐mail method, wherein the respondents were selected by using the convenience sampling method. To this end, the research adapted the dimensions of UTAUT, ISS model, trust, and perceived security to examine one's adoption behavior toward mobile banking services. It was thus found that system quality yielded the strongest and significant influence on the intention to adopt, whereby the latter element served as a mediator and fully mediated the relationships between effort expectancy, facilitating conditions, and intention to recommend. Henceforth, the findings obtained in this study would aid industry practitioners in exploring pertinent strategies toward encouraging the adoption of mobile banking services not only among individuals but also for microentrepreneurs and SMEs. This is further achieved via the combination of the dimensions included in the UTAUT and ISS models along with the elements of trust and perceived security, thereby offering tremendous value addition to the existing literature. This particular study will further make several contribution toward mobile banking and mobile payment services related literature.

Consumption values and mobile banking services: understanding the urban–rural dichotomy in a developing economy

PurposeThis study develops a theoretical model of consumption values regarding the technology adoption of mobile banking (m-banking) services, with the financial service sector as the empirical context. This study aims to evaluate whether consumption values influence trust and intention. Furthermore, the authors explore how the consumer type (i.e. urban vs rural) differs in consumption values regarding adopting m-banking services.Design/methodology/approachThe data for this study were gathered from 246 responses collected from individuals living in a country with a developing market, using a survey instrument. The six study hypotheses were tested using partial least squares structural equation modeling.FindingsThe authors found support for effects from functional, epistemic and emotional value on intention. Functional and emotional value significantly influenced trust, while social and epistemic value did not. Social value was a significant moderator between functional value and intention. Consumers who were relatively unconcerned with social value were more motivated by functional value, while consumers who placed great emphasis on social value were motivated by epistemic value. Multigroup analysis showed that the effect from functional value on trust was stronger for urban than rural customers, while the effect from emotional value on trust was stronger for rural than urban customers.Practical implicationsOverall, functional value is the strongest predictor of trust and intention; therefore, bank managers are encouraged to promote m-banking services' functional value to increase trust and attract more users by promoting their companies' m-banking application. M-banking customers can also be classified based on the benefits in which they are most interested.Originality/valueThe study is one of the first attempts to demonstrate empirically how consumption values' dimensions drive m-banking use among different types of customers in a developing market context with a high m-banking penetration rate.

Antecedent behaviour and its implication on the intention to reuse the internet banking and mobile services

The Covid-19 pandemic has forced people to maintain physical distance during everyday contact, known in popular terms as physical distancing, which triggers the banking industry to accelerate its digital transformation to maximize service to customers. It aims to make business processes to work more efficiently and to drive force that will create various business opportunities. This study aims to explain the main factors that contribute and influence the adoption of internet and mobile banking services, which are antecedents of customer attitudes towards the intention to use these services. This study uses primary data and the unit of analysis is 200 respondents of Bank Bukopin customers who are users of its internet and mobile banking services with a replication of the technology acceptance model (TAM) in the context of internet service adoption and mobile banking. This study uses non-probability sampling with purposive sampling technique, and to analyze the research model, the Partial Least Square (PLS) method is used with the SmartPLS 3.0 M3 program as a tool. The research findings indicate that the intention to reuse is directly affected significantly by perceived ease of use, trustworthiness, and attitude to use. Perceived benefits do not have a significant effect on directly affecting intention to use, but have a positive and significant effect if they get a mediating role from the attitude of using. This study proves the existence of a mediating role for perceived benefits and beliefs on attitudes to use. This study also strengthens the evidence that attitudes have a strong and positive and significant effect on intention to reuse, and are able to fully mediate the effect of perceived ease of use, perceived usefulness and trust on intention to reuse. Bank Bukopin management and bankers are also expected to use the results of this study to evaluate and take corrective action on aspects that are deemed incapable of encouraging the adoption of their internet and mobile banking services and creating customer loyalty to continually use the services they provide.