What factors influence the usage of mobile banking among digital natives?

Tengku Ikmal Hakimi (), Johanna Abdullah Jaafar () and Nor Azah Abdul Aziz ()
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Tengku Ikmal Hakimi: Universiti Teknikal Malaysia Melaka
Johanna Abdullah Jaafar: Universiti Teknikal Malaysia Melaka
Nor Azah Abdul Aziz: Universiti Teknikal Malaysia Melaka

Journal of Financial Services Marketing, 2023, vol. 28, issue 4, No 10, 763-778

Abstract: Abstract Digital technologies have emerged and are used to change the business model in many industries, including the financial sector. Many financial institutions have leveraged this technology by providing mobile banking services that allow financial transactions to be accessed remotely using various mobile devices. This technology has increased efficiency in financial services and eased customers’ banking transactions. However, trust and security issues are the main concerns among users that have hindered them from accepting mobile banking services. Hence, this study quantitatively investigates factors influencing digital natives to use mobile banking using the extended technology acceptance model (TAM), Theory of planned behavior (TPB), and Diffusion of innovation theory (DOI). Data were collected via a survey questionnaire, and 384 respondents among digital natives who are mobile banking users and potential users participated. PLS-SEM was used as the analysis tool to test the hypotheses. The results revealed that all factors positively influence digital natives to use mobile banking services, from weak to moderate relationships, while perceived trust is the most influencing factor. This finding could trigger financial institutions to intensify their marketing strategy by strengthening mobile banking security features to enhance digital natives' trust in mobile banking services.

Keywords: Digital natives; Mobile banking; Technology acceptance model; Financial services (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (3)

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DOI: 10.1057/s41264-023-00212-0

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