Investigation of Factors Affecting Mobile Banking Intention to Use: Extended Technology Acceptance Model

Abstract

Purpose-With technological developments, people's use of smartphones and the internet has increased. This increase has enabled people to carry out many of their businesses through mobile applications. One of these things is banking. Thanks to the internet banking and mobile applications offered to their customers, banks enable them to carry out their banking transactions without going to the banks physically. In this context, it is important to determine the factors affecting people's adoption of mobile banking applications in order to increase the use of these applications. Therefore, the behavioral intentions of customers to adopt mobile banking were investigated in this study. Design/methodology/approach –Research model has been proposed by adding subjective norms, trust, and perceived risk variables to the Technology acceptance model. In the study, the data obtained from 492 mobile banking application users were analyzed with the Structural Equation Model. Findings –Attitude plays a key role in predicting users' intention to adopt mobile banking according to findings. In addition, the variables of subjective norms and perceived ease of use did not have a significant effect on the attitude toward mobile banking applications. Discussion –A new research model was suggested along with the expansion of TAM by the addition of new variables in the study. So, the study made a contribution to the body of knowledge on mobile banking applications, mobile applications, and the technology acceptance model. The current study also serves as a guide for bank managers, decision-makers, and other pertinent parties.Purpose-With technological developments, people's use of smartphones and the internet has increased. This increase has enabled people to carry out many of their businesses through mobile applications. One of these things is banking. Thanks to the internet banking and mobile applications offered to their customers, banks enable them to carry out their banking transactions without going to the banks physically. In this context, it is important to determine the factors affecting people's adoption of mobile banking applications in order to increase the use of these applications. Therefore, the behavioral intentions of customers to adopt mobile banking were investigated in this study. Design/methodology/approach –Research model has been proposed by adding subjective norms, trust, and perceived risk variables to the Technology acceptance model. In the study, the data obtained from 492 mobile banking application users were analyzed with the Structural Equation Model. Findings –Attitude plays a key role in predicting users' intention to adopt mobile banking according to findings. In addition, the variables of subjective norms and perceived ease of use did not have a significant effect on the attitude toward mobile banking applications. Discussion –A new research model was suggested along with the expansion of TAM by the addition of new variables in the study. So, the study made a contribution to the body of knowledge on mobile banking applications, mobile applications, and the technology acceptance model. The current study also serves as a guide for bank managers, decision-makers, and other pertinent parties.