Mobile banking: fatores de aceitação e uso do serviço

Abstract

The advancement of self-service technologies, especially mobile banking (m-banking), has transformed the banking sector. While research on the accessibility of mobile technologies exists, comprehensive investigations into how individual characteristics, perceptions, and attitudes influence m-banking adoption are lacking. This study aimed to investigate how individual characteristics of bank customers, their perceptions, and attitudes toward m-banking relate to the adoption of this type of service. To this end, we used a quantitative approach, applying a survey to 311 m-banking users, whose data were analyzed using structural equation modeling (PLS-SEM). The results indicate that perceived usefulness and attitude are the main predictors of intention to use. Ease of use is directly related to perceived usefulness and attitude, while trust is related to attitude. Perceived risk, in turn, had no significant effect. This study offers theoretical implications by validating a robust model of limitations and use of m-banking in the Brazilian context and offers guidelines for financial institutions to improve usability, security, and communication of benefits, promoting digital inclusion and customer loyalty.