• Asia pacific journal of information systems
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• v.30 no.1
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• pp.72-93
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• 2020

With the proliferation of smart devices, mobile banking has become increasingly important. Customers can manage their banking needs without desktop computers or a face-to-face meeting with bank tellers. However, contrary to expectation of wide-spread use of mobile banking, several factors restrict its adoption. The purpose of this study is to explore what factors affect positively or negatively the adoption of mobile banking from economic (operational competence, convenience, mental accounting), psychological (hope, self-efficacy, optimism, resiliency) and social perspectives (normative social pressure, embarrassment avoidance). This paper suggests that three enablers would consequently affect a customer's perceived utilitarian and hedonic value in mobile banking, followed by trust and intention to use. In testing the hypothesized research model, survey and analysis of a structural equation model using Amos are conducted. The findings emphasize that banks need to focus on perceived utilitarian and hedonic values when considering economic, psychological and social enablers most salient to customers in order to promote greater adoption of mobile banking services.