Abstract:
Purpose: Mobile banking allows customers to perform banking transactions via smart
phones or other mobile devices. However, the adoption of these services varies across
different regions, influenced by various factors. Therefore, this study aims to identify
factors influencing the adoption of mobile banking among the
customers of commercial banks in Sri Lanka.
Design/methodology/approach: Primary data was collected from 385 respondents
through a structured questionnaire comprising 32 statements related to the adoption
of mobile banking. The random sampling method was used to choose respondents
from the Ampara district in Sri Lanka. The data was analyzed using SPSS version 25,
applying descriptive, correlation, and regression analyses. The Cronbach’s alpha test
was performed to confirm the constructs' reliability.
Findings: The study proved that Perceived Usefulness, Digital Literacy, Perceived
Security, Relative Advantage, and Accessibility all have a positive and significant
impact on mobile banking adoption. The formulated hypotheses have been supported
by the results of the correlation and regression analyses.
Practical implications: The research provides valuable insights to help banks design
targeted marketing strategies and educational programs, promoting the adoption of
mobile banking. Its findings can guide both banks and policymakers in crafting
effective strategies to boost mobile banking usage in Sri Lanka.
Research limitations: The sample is limited to the Ampara district, which means
the findings may not accurately represent the broader population across different
regions.
Originality value: The study adds value to the existing body of knowledge regarding
mobile banking adoption within similar emerging market contexts. For scholars, it
offers a foundational basis for future research on mobile banking services.
