Mobile banking adoption: a systematic review

PurposeThis study is a systematic review of mobile banking services. Its main objective is to provide a state-of-the-art review of this particular growing type of services. It inventories and assesses the most significant determinants of and barriers to consumers' adoption of mobile banking. Mo...

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Bibliographic Details
Published in:International journal of bank marketing 2021-03, Vol.39 (2), p.214-241
Main Authors: Souiden, Nizar, Ladhari, Riadh, Chaouali, Walid
Format: Article
Language:English
Subjects:
Bank marketing
Banking industry
Banks
Customers
Keywords
Knowledge management
Marketing
Mobile commerce
Operations management
Systematic review
Technology adoption
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Summary:PurposeThis study is a systematic review of mobile banking services. Its main objective is to provide a state-of-the-art review of this particular growing type of services. It inventories and assesses the most significant determinants of and barriers to consumers' adoption of mobile banking. Moreover, it identifies the most common consequences of this adoption.Design/methodology/approachBy using three major academic databases (ABI/INFORM global, Web of Science and Business Source Premier), this paper selected 76 manuscripts and produced a systematic review that exposes the main theories, conceptual frameworks and models used to explain consumers' adoption of mobile banking.FindingsThe results show that the TAM (technology of acceptance model), followed by the UTAUT (unified theory of acceptance and usage of technology), are still the main conceptual frameworks and models adopted and adapted by scholars to explain consumers' use or intention of using mobile banking. Using the vote counting method, a myriad of antecedents and consequences that are frequently used in the literature of mobile banking are reported. These were categorized into five main perspectives: (1) m-banking attributes-based perspective, (2) customer-based perspective, (3) social influence-based perspective, (4) trust-based perspective and (5) barriers-based perspective.Originality/valueAn integrated model regrouping and relating the five perspectives is proposed, leading to intriguing implications for both academics and practitioners.
ISSN:0265-2323
1758-5937
DOI:10.1108/IJBM-04-2020-0182