Behavioural Intention to Use Mobile Banking: An Extension of UTAUT2 Model

Sanjay Dhingra and Shelly Gupta
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Sanjay Dhingra: Guru Gobind Singh Indraprastha University, India
Shelly Gupta: Guru Gobind Singh Indraprastha University, India

International Journal of Mobile Human Computer Interaction (IJMHCI), 2020, vol. 12, issue 3, 1-20

Abstract: This study aims to identify the factors that impact the perception of an individual to adopt mobile banking. The study employed UTAUT 2 model which conceptualises eight dimensions which are performance expectancy, social influence, effort expectancy, hedonic motivation, facilitating conditions, habit, price value with trust as an additional dimension. Primary data was collected through a structured questionnaire from 252 users of mobile banking in the city of New Delhi, India. Reliability and validity of the proposed model have been tested. The result of structural modeling revealed habit as the most important factor to influence the behavioural intention of the user followed by facilitating conditions, trust, hedonic motivation, and social influence, in that order. To boost the adoption of mobile banking services, service providers should focus on the identified dimensions in order of their importance.

Date: 2020
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