Key Factors Influencing Mobile Banking Adoption in Saudi Arabia

The introduction of mobile banking has revolutionized traditional financial practices, enhancing efficiency, customer experiences, and business models globally. Despite these advancements, mobile banking adoption remains low in Saudi Arabia. This paper seeks to fill this gap by examining the significance of factors that either drive or hinder adoption. We propose a novel model integrating factors from the DeLone and McLean (D&M) model and factors from the Unified Theory of Acceptance and Use of Technology (UTAUT2) model, complemented by additional factors. Quantitative data was collected through online questionnaire from a diverse sample of Saudi banking customers, supplemented by qualitative insights from customer interviews. Findings revealed that net benefits, compatibility, facilitating conditions, and trust positively influence adoption, while literacy levels and digital skills pose barriers. Our study offers a significant theoretical contribution by synthesizing multiple models and enriches understanding of mobile banking adoption, aiding future research and industry decision making.

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Thematic Sessions: Short Papers