Abstract:
Purpose: This study examines the factors influencing the adoption and use of smart
banking applications in the banking industry in the South Eastern region of Sri Lanka.
It seeks to identify key determinants, including technological, behavioral, and
environmental factors, that contribute to the successful implementation of smart
banking solutions. The research highlights the role of user perception, trust, security,
and the convenience offered by such applications in driving their adoption.
Design: The study employs a mixed-method approach, combining quantitative data
gathered through structured surveys distributed among customers and qualitative
insights obtained through interviews with banking professionals. The Technology
Acceptance Model (TAM) framework is applied to analyze the data. Statistical tools,
such as regression analysis and correlation analysis are used to determine the
significance of various factors.
Findings: The findings reveal that ease of use, perceived usefulness, and trust
significantly influence customer adoption of smart banking applications. Additionally,
factors such as the availability of robust security measures, compatibility with user
needs, and the role of banking staff in promoting these technologies are critical. The
study highlights that socioeconomic and cultural elements unique to the South Eastern
region also play a pivotal role.
Practical Implications: The results provide actionable insights for banks to enhance
the adoption of smart banking applications. Recommendations include investing in
customer education programs, strengthening security protocols, and designing user
friendly applications tailored to local needs. This research also highlights the need for
policy support to encourage technological advancements in the banking sector.
Originality Value: This study contributes to the limited literature on smart banking
application adoption in Sri Lanka, mainly focusing on the South Eastern region. It
offers a comprehensive understanding of both customer and institutional perspectives,
addressing a significant gap in regional research and providing a foundation for future
studies.
