Bank becomes cashless: Determinants of acceptance of mobile banking (fintech) services among banking service users

Abstract

Fintech services such as mobile banking are gaining significant acceptance among the citizens in Bangladesh. Therefore, this study aims to explore the determinants that influence banking service users’ decisions to accept and use fintech services such as mobile banking in an emerging market, specifically in Bangladesh. A questionnaire was developed and distributed to individuals actively using banking services in Bangladesh. A total of 400 questionnaires were distributed to individuals who have active bank accounts. This study obtained a total of 315 valid responses that were deemed suitable for inclusion in the data analysis, with a response rate of 78.75%. Furthermore, a five-point Likert scale was utilized to evaluate the responses to the item-based questionnaire. To evaluate the hypotheses, a significance level of 5% was applied, and the data pertaining to the subject matter and purpose of this study were examined using the SPSS v.29. The results of the study display that the acceptance of mobile banking (fintech) services is pronouncedly shaped by perceived trust, privacy, and security but not by perceived risk. Importantly, perceived security (β value = 0.302) has the greatest impact on mobile banking acceptance among customers compared to other variables. This study contributes to the literature by investigating the propensity of using Fintech services within the context of mobile banking.

Keywords

• banking customers
• mobile banking
• perceived trust
• privacy
• security