Abstract

Mobile banking apps (mBA) are considered vital tools for banks’ digital transformation as they offer self-service options for most of their provided services to their customers via mobile devices. However, only a small proportion of retail customers utilize them. The limited relevant literature focuses only on individuals’ behavioral intention to adopt or use mBA. The scope of this paper is to help in the examination of such a contemporary and vital topic through the investigation of the key factors that influence individuals towards mBA utilization via their smartphones. The study suggests and tests a conceptual framework that extends the Unified Theory of Acceptance and Use of Technology (UTAUT) with trust, innovativeness, compatibility, and convenience determinants. A sample of 411 adopters and non-adopters of mBA was analyzed through factor analysis and discriminant analysis. Findings reveal that almost all examined determinants do impact individuals’ m-banking app use.

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