Intention to use mobile banking services: an Islamic banking customers’ perspective from Sri Lanka

Abstract

Purpose – This paper aims to identify the determinants of the intention to use mobile banking services among Islamic Banking customers in Sri Lanka. The study was carried out based on the Unified Theory of Acceptance and Use of Technology (UTAUT 2). The predictor variables of Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, Hedonic Motivation and Habit were used to predict the variable of Behavioural Intention to Use. The moderating variables entail Age, Gender and Experience. Design/methodology/approach – Quantitative method with questionnaire survey was used. Data collection relied on the questionnaire survey method of which items were derived and adapted from past literatures. The responses were captured using the 7-point Likert scale. The study population consisted of Islamic Banking customers in Sri Lanka. A total of 594 questionnaires were returned of which 582 were found usable for analysis. Data analysis was conducted using the Partial Least Square Structural Equation Modelling along with SmartPLS 3. Findings – The analysis results demonstrated the significant effect of all the variables on the Islamic Banking customers’ intention to use m-banking services along with the significant effect of the moderating variables as initially hypothesized. Practical implications – As the first study of its kind in the context of Islamic banking customers in Sri Lanka, this study offers decision makers valuable guidelines for when they intend to re-engineer their m-banking applications and promote them to the public. Originality/value – Following a comprehensive literature review, this study is identified as the pioneering effort in the investigation of m-banking usage intention among Islamic Banking customers in Sri Lanka. Therefore, this study contributes new knowledge and insights to the existing body of literature by confirming the viability of the UTAUT2 model in driving m-banking usage adoption among Islamic Banking customers in Sri Lanka.