Exploring Factors influencing Mobile Banking Adoption in Jaffna District: A Study of Government Sector Licensed Commercial Banks

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.