Does COVID -19 Effect Intention to Adopt Mobile Banking Services? Role of Decomposed Theory of Planned Behavior

Abstract

Abstract: This study aims to measure the impact of this disruption on customers’ intention to adopt Mobile Banking Services (MBS) offered during the pandemic.  This model is designed based on DTPB with a modification of COVID-19. The data were collected from 150 respondents through the convenience sampling technique. The data were analyzed on SPSS and Jamovi, to measure the structure model. According to the results, the relationship of attitude with behavioral intention is significantly positive. However, Social influence does not show any significant direct relationship with behavioral intention. The results also showed the significant positive effect of the direct impact of perceived behavioral control over behavioral intention. The variable representing COVID-19 also showed a direct significant effect on behavior. The findings revealed that the COVID-19 pandemic positively impact the customer’s behavioral intention to adopt MBS and significantly mediated the impact of PBC and social influence. However, customers’ attitudes did not alter by this pandemic. Study provides implications for banking managers to optimize their advanced MBS to attract customers and enhance their attraction towards mobile banking applications. Especially the customers of rural areas can be beneficial for the banking sector. Along with this, banks can also target the educated section of society who has the skill and capabilities to use the technology for their benefit and are technology savvy. The incorporation of DTPB in the banking sector during COVID-19 could implicate theoretical contribution in disruption situations.