Factors driving the adoption of mobile banking app: An empirical assessment in the less digitalized economy

Abstract

Financial institutions remain one of the key industries making use of information and communication technologies to transform their products and services and their business in general. As the Internet becomes pervasive, most banks, in addition to their traditional mobile banking, have introduced mobile banking apps, which ride on smart devices and the Internet to offer banking services remotely to customers. However, given some contextual factors such as unstable Internet, adoption of this innovation may be a challenge in an emerging economy. Thus, the study sought to find out the factors, which could affect the adoption of mobile banking app in a less digitalized environment. To this end, data was sourced via the intercept approach on a sample of the entire population in Ghana for the analysis. By using the partial least square structural equation modelling (PLS-SEM) technique, the study found that performance expectancy and hedonic motivation were the key factors that influence mobile banking app adoption. Contrary to our expectation, effort expectancy, perceived transaction cost, and privacy and information concerns were found to have no effect on consumers’ intention to adopt mobile banking app. Implications for further research and practice are presented and discussed. © 2020, IFIP International Federation for Information Processing.