FACTORS INFLUENCING CUSTOMER’S INTENTION TO USE MOBILE BANKING DURING THE COVID-19 PANDEMIC

Abstract

Purpose: The purpose ofthis study is to investigate the determinants ofthe UTAUT2 framework and the effects ofperceived threats and trust affecting user intent for using digital mobile banking throughout COVID-19 in Pakistan. Methodology & Design: The study uses positivism philosophy and is founded upon a method of deductive research. The research design of the study is causal explanatory research, and a quantitative research approach is adopted to examine and collect data from those people who had used a digital mobile banking payment service in Pakistan. A PLS (partial least square) tool was used for the analysis ofthe data collected from the respondents. Random sampling is used in the investigation, and a total of 310 responses were collected and used in this survey to achieve the desired results. Findings: The findings of the research show that the UTAUT2 framework, perceived risk, and trust all seem to have substantial effects on users" willingness to adopt digital mobile payment services. This implies that customers in Pakistan are likely to adopt the bank’s technological facilities provided, where they believe the risk is minimal and can trust, particularly if they are linked to trustworthy mobile banking infrastructure. Furthermore, earlier studies had a gap in research that trust as an independent variable and perceived threat as a moderating variable was not collectively considered in Pakistan’s educational sector, which this study addressed in its investigation. Limitations: This research has some limitations in that only 310 samples size were collected from Pakistan's educational sector which is insufficient. Further rationale for this work was that such research was not undertaken in Pakistan's educational industry. Recommendations: The research contributes to the collection of literature by studying the determinants, developing, and verifying the Unified Theory ofAcceptance and use ofTechnology (UTAUT2), and utilizing the research outcome to generate suggestions for bank management regarding how to boost the frequency of adoption of digital mobile Banking. It outlines the variables influencing mobile banking acceptance in Pakistan.