An era of digitalization: mobile banking adoption in India

Abstract

Purpose This study aims to identify the critical factors that can explain the intention of customers to adopt mobile banking services (MBSs) in an emerging country like India. Further, this study analyzes the difference in mobile banking adoption between males and females. Design/methodology/approach This study uses a self-structured questionnaire to collect data on a sample of 143 respondents. On the contrary, qualitative research was conducted to test the reliability of results from the past literature by a hypothetical study. Findings This study identified four components, perceived ease of use, perceived usefulness, compatibility and perceived risk, using principal component analysis and confirmatory factor analysis, significantly influencing the intention to adopt MBS in India. However, the Chi-square test reflected a negligible percentage difference in MBS among males and females. Research limitations/implications The findings of this study have significant implications for both bankers and practitioners, as they can redesign their strategies by incorporating the parameters suggested in the study for better market penetration in the mobile banking industry. Originality/value This paper provides visions into factors influencing the behavior of banking users toward adopting new technology in an emerging country like India. This study adds to the past literature by exploring the difference in the percentage of mobile banking usage based on gender.