Purpose: The low adoption of mobile banking (m-banking) in Indonesia and limited research on the adoption of m-banking motivate this research to understand the factors needed in developing m-banking to support the achievement of the national digital economy strategy in creating a digital ecosystem in Indonesia. This study aims to analyze the individual perspective factors that influence the adoption of m-banking applications in Indonesia. Design/methodology/approach: This study used a quantitative approach using an online questionnaire to survey 444 respondents who used m-banking applications in Indonesia. The data obtained were processed using covariance-based structural equation modeling. Findings: The results showed that health consciousness, the availability of resources, personal innovativeness and perceived information quality factors influenced the adoption of mobile banking applications in the static stage. In addition, this study found that one adoption stage could positively impact another adoption stage in adopting m-banking applications. Practical implications: The development of m-banking can be promoted by considering the readiness of operational support infrastructure, regulations and application development, including functionality, security and user experience. Superior m-banking has implemented an end-to-end banking process with integrated customer relationship management (CRM) that supports cross-selling features according to user needs. Originality/value: This study addresses the knowledge gap on individual perspectives that influence m-banking applications adoption. The authors integrate the e-government adoption model and CRM model in this study.
|Journal||Journal of Science and Technology Policy Management|
|Publication status||Accepted/In press - 2023|
- Customer relationship management model
- e-Government adoption model
- Mobile banking
- Users’ perspective