Exploring digital banking dynamics: insights into shaping behavioural intentions in the Indian banking sphere

Sagarika Mohanty, Jitendra Mohanty, Sudhansu Sekhar Nanda, Manoranjan Dash, Kamalakanta Muduli and Adimuthu Ramasamy

International Journal of Process Management and Benchmarking, 2026, vol. 22, issue 3, 307-339

Abstract: This study aims to quantify the impact of the following factors on the adoption of digital banking (DB) among Indian banking users: attitude; perceived ease of use; perceived risk; social influence; hedonic motivation; gamification; and chatbot services. The seven aspects of the extended TAM and UTAUT2 model were hypothesised to have a substantial influence on customer behaviour, namely their intention to accept DB. All of the constructs utilised in this questionnaire originated from research on the factors that influence a person's decision to use digital banking. SEM was used to assess the 730 valid replies that we got. The findings imply that attitude, hedonic motivation, gamification, and chatbot services favourably impact the desire to access DB. Additionally, it was demonstrated that perceived risk had a substantial but negative effect on behavioural intention. Furthermore, perceived ease of use and social influence were found to be insignificant influences on DB activity intention.

Keywords: banking; behavioural intention; digital banking; internet banking; gamification; chatbot services; structural equation modelling; SEM. (search for similar items in EconPapers)
Date: 2026
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