Abstract:
In today's digital age, banks use ICT to improve customer service. Mobile banking,
in particular, plays an important role in providing rapid and accessible financial
services. However, Customers confront several hurdles when it comes to adopting
mobile banking. As a result, the purpose of this research is to explore the key factors
influencing the low adoption of mobile banking services in government-licensed
commercial banks in the Jaffna district. This study used a sample of ninety-six mobile
banking users and took a quantitative approach. Perceived usefulness, perceived ease
of use, perceived security, awareness, and intention to adopt are the primary
constructs that were the subject of this study. A standardized, self-administered
questionnaire with a five-point Likert scale was used to gather data. The SPSS
software was used to evaluate the data that was gathered. Pearson correlation analysis
disclosed that perceived usefulness and awareness significantly affect the intention to
adopt mobile banking. Further, perceived ease of use and perceived security do not
significantly affect intention to adopt mobile banking. Institutions should focus on
maintaining and enhancing the perceived usefulness of the mobile banking
application while consistently engaging users to raise awareness about its capabilities
and advantages.
