Modelling the perception of banking customers on mobile technology adoption in a developing economy

Abstract

Despite the numerous risks and security dangers associated with mobile banking, an increasing number of banks in developing economies are appreciating the merits of mobile technology. Hence, we investigated customers’ perception of mobile technology adoption (MTA) in the banking industry, achieving fifteen hypotheses. Partial Least Squares Structural Equation Modelling was employed in this study. Findings from the study indicated that the direct effects of perception on MTA were the nexus between MTA and three perception determinants (facilitating conditions, usage of mobile banking and internet banking usage). For the interacting effects, internet access, facilitating conditions, internet banking usage, the joint effects of internet access and internet banking usage, usefulness of mobile banking, and usefulness of mobile banking significantly interacted in most of the relationships. The study further revealed that internet banking usage negatively interacted in the relationship for risk of using mobile technology, mobile phone usage and mobile technology adoption. Banks should enhance security, improve user experience, address perceived risks, and integrate hybrid solutions to mitigate concerns and encourage greater mobile banking adoption.