Determinants of Customer Behavioral Intention Towards the Usage of Fin-tech Banking Services: Evidence from Egypt

Abstract

With the new trend towards financial technology (Fin-Tech) to improve financial services and develop the financial industry, the trend is growing towards making mobile banking services more convenient for financial users to conduct their financial services. Mobile banking is an emerging Fin-Tech service in the banking industry. To the extent that new technology services are growing in the banking industry, it is necessary for researchers to identify the factors that influence the customer's behavioral intention to use mobile banking as a new financial service. The research framework model is based on the Technology Acceptance Model (TAM1) and (TAM2). Five independent variables were studied in the research (perceived benefit, perceived ease of use, perceived risk, perceived trust, and subjective criteria) for the purpose of testing their impact on the behavioral intention of customers towards using mobile banking services. The study used a "convenient sampling method technique", where data was conveniently collected from 330 banking customer in Egypt. Partial least squares structural equation modeling (PLS-SEM) was used for measurement model evaluation and hypothesis testing purposes. The result shows a significant positive effect on perceived trust and perceived ease of use on customers' behavioral intention towards using mobile banking services. While it indicated an insignificant effect on Perceived usefulness, perceived risk, and Subjective Norms, on the behavioral intention of customers towards using mobile banking services.