Mobile banking: consumer perception towards adoption

Abstract

Purpose This paper aims to analyze the factors affecting Mobile Banking Adoption among Young Indian consumers Design/methodology/approach We use a cross-sectional survey research design to empirically examine the factors affecting Mobile Banking Adoption among young Indian consumers. The study sample consists of 269 respondents aged between 23-30 years from India. Findings The findings of the study suggest that Perceived usefulness, Perceived ease of use, Perceived credibility and Structural assurance are strong determinants of User satisfaction and Behavioral intention to use the mobile banking service. User satisfaction was found to partially mediate the relationship between Perceived usefulness, Perceived ease of use, Perceived credibility and Structural assurance and Behavioral Intention to use the service. Perceived risk was found to be statistically insignificant in terms of its relationship with Behavioral intention to use the service. Research limitations/implications The results of this study provide good evidence for banks to further revamp their work practices in the area of mobile banking to enhance the overall penetration of mobile banking in India. Originality/value The study identifies factors influencing mobile banking adoption among young Indian consumers. Further, this study suggests that user satisfaction partially mediates the relationship between factor influencing mobile banking adoption and behavioral intention.

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