Factors Influencing the Adoption of M-Banking Apps in Emerging Countries: Evidence from State-Owned Commercial Banks in Bangladesh
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The prevalence of smartphone users and the awareness of the Internet among individuals in emerging nations are growing daily. It has become essential for state-owned commercial banks to provide mobile banking services to their consumers via applications. This study seeks to uncover the factors driving M-banking applications in emerging countries, specifically from the perspective of state-owned commercial banks in Bangladesh. This study employed a quantitative research methodology to examine consumers perceptions of mobile banking applications among consumers in Bangladesh. The researchers utilized the non-probability sampling technique known as judgmental sampling. A conceptual framework was developed through an analysis of existing academic literature, comprising five elements that underpin this inquiry. A survey including 176 participants was executed, and the gathered data was analyzed using Smart PLS SEM. This study examines five variables (PE, PR, PU, PT, and PPS) to assess their impact on the adoption of mobile applications. Four variables, specifically PE, PU, PR, and PT, significantly influence the adoption of M-banking applications in Bangladesh. This study also examined that PPS does not significantly affect the adaptation of smart M-banking. The study also offers significant implications for bank management seeking to improve the use of M-banking for long-term sustainability.
The swift advancement of technologies globally has fundamentally altered our behaviours and applications. Over the past decade, technological innovation has impacted all service sectors, including banking. The advancement of digital technology and the increasing demand for new technologies facilitated developments in mobile banking services. The profound transformations in ICTs observed throughout the 20th century have become essential for many areas of human existence, particularly in mobile and Internet networks. In the twenty-first century, technological advancements in the financial industry have elevated banking services (Jahan et al., 2021). The government of Bangladesh has prioritized digitalization across all areas, including banking and public administration (Palas et al., 2019). Mobile phones have enabled the development of applications and services such as M-banking, which offers online deposits, withdrawals, M-payments, M-transfers, I-banking, and other services (Ghimire & Dhakal, 2023). Mobile banking refers to the utilization of mobile commerce through cellular devices (Siyal et al., 2019). It enables clients to perform banking transactions at their convenience, enhancing financial dependence, especially among individuals residing in rural areas (Kanungo and Gupta, 2021; Sokhandan A., 2024).
Traditional banking in Bangladesh refers to the conventional banking practices and systems that have been established over the years in the country (Islam & Rahman, 2024). In the early 2010s, the majority of Bangladeshs banks used traditional banking systems. At that time, banks that relied on traditional transaction systems had some issues and limitations. The traditional banking system had long wait times and higher transaction costs (Ali et al., 2021), which made it difficult for customers to access financial services instantly. Himel et al. (2021) discussed folks who couldnt use banks. They claimed that traditional banks frequently struggled to serve rural and deprived communities. So the faults of the banking system were a major concern, as they led to many individuals having no access to crucial bank services. A variety of technological advances have influenced changes in the financial services business, beginning with banks use of (ATMs) and continuing with the creation of M-banking services and the general publics increased access to the internet. Most recently, the rising acceptance of smartphones and M-banking has had an impact. Transactions can be effortlessly conducted via M-banking applications at any location or time using a quick response code, the account holders fingerprints, or a PIN, facilitating the goals of a digital economy and global electronic currency, which traditional banking systems cannot achieve (Salimon et al., 2017).
Ahmad et al. (2020) asserted that mobile phones are essential for executing smart banking operations. Technological innovation alone is inadequate for ensuring digital access; it necessitates the integration of an advanced payment system, a robust physical infrastructure, and suitable legislation. "M-banking" platforms provide consumer access to their accounts via mobile phones, a capability absent in conventional banking systems. M-banking integrates conventional financial services with digital platforms, facilitating the digital transformation of banks and microfinance institutions. Abdul et al. (2023) claimed that the advent of digital payment technology, internet money transfer systems, and smartphone technology on digital platforms in Bangladesh has enhanced access to financial systems. Moreover, in emerging nations, financial access seems to be a crucial factor in reducing poverty and generating additional financial resources (Abdul et al., 2023). M-banking has facilitated the popularity of financial services, leading to an inevitable competitive landscape. This is essential in a burgeoning market such as Bangladesh, which has a population of 164.66 million and a literacy rate of 73.91% (Trading Economics, 2020). With 66.44 million internet users in Bangladesh, the promotion of digital services seems advantageous for the banking sector (Kemp, 2020).
M-banking encounters obstacles in client satisfaction, adaptability, interactivity, security, accessibility, reliability, and transparency inside M-banking applications. Consequently, customer perception of M-banking applications is a vital element in assessing their influence on the adoption of Smart M-banking (Shaikh et al., 2022). Service providers and governments must comprehend consumer perceptions of Privacy & Security (PPS), Perceived Ease of Use (PE), Perceived Usefulness (PU), Perceived Risk (PR), and Perceived Trust (PT) in the context of M-Banking applications. The principal objective of this study is to examine the determinants affecting the use of mobile banking applications in developing nations, namely in Bangladesh, as indicated by commercial banks. This study aims to identify the fundamental factors driving mobile banking that affect the utilization of M-banking applications, the perception of M-banking applications, and consumer behavior. The objective of this study is to assess the influence of individuals perceptions of the PE, PU, PR, PT, and PPS of M-banking applications in emerging nations, particularly Bangladesh.
Mobile Banking
Mobile commerce conducted via cell phones is termed as "m-banking" (Siyal et al., 2019). Zouari et al. (2020) assert that banks must adopt M-banking services to remain competitive and meet the demands of contemporary consumers. Mujahed et al. (2020) assert that the mobile banking platform facilitates extensive access to financial knowledge and resources, along with instantaneous, reciprocal data exchange, banking, and transactions via mobile devices. Mobile banking represents the most sophisticated iteration of E-banking, enabling customers to interact with their banks instantaneously and obtain immediate access to vital financial services via a mobile phone or other portable electronic device (Al Masud et al., 2021). The number of M-banking users increased from 6.39 million in 2015 to 7.75 million in 2016, reaching 8 million in 2017 (Bangladesh Bank Report, 2018). In 2018, banking transactions totaled 7.85 million which indicates continuous development in online banking especially in mobile banking.
Implication of M-banking
Akhter et al. (2020) assert that mobile banking services encompass account management, regulatory guidance, fund transfers, utility bill payments, balance monitoring, and financial inquiries. M-banking is regarded as a transformative force in the banking sector, enabling swift and convenient transactions at any time or place through the use of a PIN, the account holders fingerprints, or a quick response code. This has enabled the attainment of the worldwide objective of the digital economy and paperless currencies (Salimon et al., 2017). Nambiar et al. (2018) contend that banks have prioritized their online banking clientele for the past two decades. This is essential for Bangladesh, a rising nation with a population of 164.66 million and a literacy rate of 73.91% (Trading Economics, 2020). Additionally, the nation boasts 66.44 million internet users, rendering it beneficial for the banking sector to promote its digital services (Kemp, 2020).
Emerging economies, particularly Bangladesh, have progressed markedly due to the evolution of digital banking transaction systems. Mobile banking has shown to be the most convenient and economical option for the low- and middle-income populace of Bangladesh (Bangladesh Bank, 2018). In Bangladesh, 27.40 million individuals are classified as active M-banking users. Banks must prioritize delivering superior mobile financial services to their clients as the number of M-banking users increases (Al Amin et al., 2021). The average number of Bangladeshi cell phone users utilizing modern technologies is unequivocally increasing (Akhter et al., 2020). In poor countries like Bangladesh, about 50% of the population currently utilizes the Internet (Sabbir et al., 2020). Customers perceive mobile applications for daily tasks as quite convenient. International Data Corporation estimates that roughly 156 billion mobile applications are installed on mobile devices globally, with projections indicating this number will surpass 210 billion by 2020 (Leon, 2018).
Banking services in the twenty-first century have taken on fresh features as a result of the expansion of IT in the financial industry (Jahan et al., 2021). Digital channels have lowered expenses and aided banks and customers in saving time and money in developing nations (Shofawati, 2019). The popularity of M-banking services can be related to a range of factors, including mobile phone accessibility, internet usage, government initiatives, increasing bank rivalry, and the convenience of digital banking technologies. In the twenty-first century, banking services have acquired new characteristics due to the growth of information technology in the financial sector (Jahan et al., 2021). Digital channels have reduced costs and facilitated time and monetary savings for banks and clients in underdeveloped countries (Shofawati, 2019). The prevalence of M-banking services can be attributed to various factors, such as mobile phone accessibility, internet utilization, governmental initiatives, heightened competition among banks, and the convenience offered by digital banking technologies. M-banking facilitates money transfers between financial institutions by electronic signals, rather than utilizing cash, cheques, or other negotiable instruments (Shofawati, 2019; Uford, 2018). Financial institutions and various entities use information technology to enhance operational efficiency, service quality, and client acquisition (Li et al., 2021a). Technological advancements have been shown to enhance banks distribution channels, collectively referred to as online banking (Teshome, 2019; Purwanto et al., 2020; Shofawati, 2019; Tugara, 2020; Yegon, 2019). Banking innovation has been shaped by alterations in distribution methods, such as ATMs, telephone banking, telebanking, PC banking, and online banking (Hussain et al., 2017). Online banking, or web-based banking, denotes a banks delivery of information or services to its clients via the Internet (Kessy, 2021).
Factors Influencing the Adoption of M-Banking
The M-banking apps influence the factors that motivate them, including Perceived Ease of Use (PE), Perceived Privacy and Security (PPS), Perceived Trust (PT), and online response (Akhtar et al., 2019; Chaouali and El Hedhli, 2018). Trustworthiness plays a crucial role in motivating consumers to engage in transactions through the apps and to download them (Siyal et al., 2019; Paas et al., 2021). Johannes et al. (2018) highlight that customer service and usability serve as crucial indicators of satisfaction and trust in the adoption of M-banking apps. The usage of M-banking applications is shaped by individuals perceptions regarding quality and credibility, which are closely linked to trust and customer satisfaction (Masrek et al., 2018). Internet banking applications significantly influence perceived privacy and security, perceived ease of use, perceived usefulness, and environmental concerns (SABBIR et al., 2020). Furthermore, the usage of M-banking applications is shaped by users intentions to engage with online banking and their perceptions of risk (Marafon et al., 2018). Salihu et al. (2019) found that technologys integration in the banking sector has streamlined numerous everyday banking tasks, resulting in a higher frequency of online banking service usage, ultimately facilitating the adoption of mobile banking.
In todays competitive environment, banks must employ diverse innovative strategies to meet client needs (Liu & Liang, 2020). Security and privacy are the principal rationales for the adoption of new technology (Arora et al., 2023), as both established and emerging nations possess inadequate mechanisms and infrastructure to guarantee personal protection and safety. Prior research indicates a significant relationship between perceived enjoyment and consumers propensity to adopt or accept technological products (Sinha et al., 2019). Prior studies indicated that public relations negatively influenced individuals propensity to apply mobile banking in the United States (Park et al., 2019). Park et al. (2019) employed a multidimensional framework of perceived benefits and demonstrated that these benefits positively influence attitudes toward technology usage. Numerous studies have demonstrated that Perceived Usefulness (PU) serves as a positive mediator for the desire to use (De Luna et al., 2019). Gunawan et al. (2019) characterise perceived ease of use (PE) as the conviction that employing a technology requires minimal effort. Budiantara et al. (2019) define consumer willingness as the reliance on third parties and the exposure to the actions of others during a specific process, with the anticipation that the other party will adhere to proper procedures and fulfil the promised products and services. Moreover, other studies indicated that trust positively influenced the propensity to use (Park et al., 2019).
The perceived utility is a more distinct aspect for mobile banking clients compared to non-mobile bankers (Mutahar et al., 2018). A study by Amalia and Sumarsono (2023) indicates that reactivity, attitude, perceived usefulness, and subjective norms significantly affect users behaviour in mobile banking. Previous studies in other countries have demonstrated that the adoption of electronic banking services in Russia was positively and statistically influenced by trust, perceived usefulness (PU), and perceived ease (PE) (Yousef, 2020). Khan and Basir, (2022) contend that attitude, trust, and performance are all substantially affected by M-banking. In Malaysia, perceived usefulness (PU), perceived ease of use (PE), perceived risk (PR), and attitude strongly influenced the intent to use mobile banking (Ur Rehman et al., 2020). Conversely, customers propensity to apply M-banking in India was statistically significantly affected by perceived utility, performance expectancy, subjective norms, and trust (Kumar et al., 2020). The study by Elhajjar & Ouaida, (2019) revealed that users views towards M-banking adoption were influenced by technological expertise, resistance to adaption, perceived risk, perceived ease of use, and perceived usefulness. Conversely, awareness and compatibility exhibited no significant impact. A study indicates that a customers decision to use M-banking in Bangladesh is significantly influenced by perceived service quality and technological competency (Gazi et al., 2024). Research indicates that mobile banking operations must be accurate and prompt, characterised by a concise transaction procedure, interactive functionalities, and user-friendliness. Therefore, it is prudent to identify the factors influencing mobile banking applications in growing nations such as Bangladesh.
Hypothesis
Perceived ease of use (PE)
Popy and Bappsy, (2022) found that when a client perceives a task as easy to accomplish, it enhances their trust in the ultimate output, leading to a positive attitude toward innovation. Numerous researchers have identified that perceived ease (PE) is a direct predictor of the intention to use mobile banking services (Sinha et al., 2019). Nguyen (2019) highlighted the influence of private equity on innovation. Tadesse, (2018) asserts that public acceptance and utilisation of M-banking are significantly affected by perceived ease of use (PE). Jahan et al. (2022) assert that most individuals prioritise PE to conserve time and mitigate social risk. Masrek et al. (2018) explicitly stated that Perceived Quality and Perceived Credibility significantly influence Trust and Customer Satisfaction in the adoption of mobile banking applications. Future studies may examine how the mediation effects of such variables impact m-banking uptake.
H1: Perceived ease of use has a positive impact on M-banking
Perceived Risk (PR)
Tan and Leby Lau, (2016) characterised PR as "An individuals anticipated uncertainty associated with the results of embracing a particular technology." Individuals are consistently adopting new technology in contemporary society, however often express concerns regarding the associated risks. Individuals were reluctant to embrace M-banking for several reasons, including public relations (Dasgupta et al., 2011). The intrinsic dangers and vulnerability to fraud and abuse linked to online and mobile transactions have rendered the perceived level of risk a critical element in prior studies. It significantly influences the attitudes, behaviours, and usage intentions of consumers (Shaikh, 2022). Van et al. (2020) also revealed that perceived risk negatively impacts m-banking adoption. Digital literacy, resistance to change, and perceived risk were identified as the primary variables influencing users attitudes toward mobile banking, whereas awareness and compatibility showed no significant effect (Elhajjar & Ouaida, 2019; Mutahar et al., 2018). Future research should examine the impact of each recommended risk (privacy risk, financial risk, time risk, psychological risk, and security risk) individually.
H2: Perceived Risk has a positive impact on M-banking
Perceived Usefulness (PU)
Mutahar et al. (2018) found that perceived usefulness is considerably more impactful for mobile banking users compared to non-mobile banking users. Rekarti and Hertina, (2014) define perceived usefulness (PU) as the assumption that utilising a certain tool will enhance an individuals efficiency. PU is an assessment that evaluates the perceived utility of a technology for its users. Sabbir, (2020) stated that perceived utility, ease of use, and environmental concern significantly influences Internet banking usage. Ramil et al. (2021) and Akhter et al. (2020) also positively agreed with the previous studies that PU is positively correlated with m-banking adoption. However, future research must encompass diverse cultures, rural populations, various social strata, and groups with differing religious affiliations.
H3: Perceived Usefulness has a positive impact on M-banking
Perceived Trust (PT)
Zhou, (2013) characterised PT as a "propensity to maintain allegiance to a service provider due to positive anticipations regarding the providers future conduct." Trust encompasses three categories of beliefs: honesty, competence, and empathy (Kumar et al., 2018). Popy and Bappsy, (2022) assert that trust significantly affects customer perceptions and acceptance of innovations. Consumers intentions to utilise mobile payment and mobile banking are often positively affected by their belief in a reliable entity meeting their expectations (Shao et al., 2019; Park et al., 2019). Mobile banking presents greater risks than online banking (Eastin et al., 2016), therefore rendering trust increasingly vital (Zhou, 2012). Customers have confidence in banks that offer M-banking services to conduct their operations ethically and socially responsibly in fulfilling their expectations (Hanafizadeh et al., 2014). Banks cannot exploit client vulnerabilities (Hillman and Neustaedter, 2017). Khan et al. (2022) contended that three essential components of trustworthiness-ability, compassion, and integrity-are positively correlated with the adoption of mobile banking. Further studies can investigate how these elements of PT enhance clients attitudes about the use of m-banking as opposed to traditional banking systems.
Perceived trust has a positive impact on M-banking
Perceived Privacy and Security (PPS)
Concerns around privacy and innovation affect the uptake of mobile banking services (Salem et al., 2019). Concerns over privacy and security are the principal obstacles hindering the rapid growth of M-banking in the country, indicating that financial, physical, and social risks are the main reasons for the sluggish adoption of online banking (Panarello et al., 2018). The predominant concern among MB users pertains to the protection of their bank deposits (Firdous and Farooqi, 2017). Littler and Melanthiou, (2006) found that the majority of consumers perceive a danger of identity theft when using mobile banking services. When a third party accesses a users profile, the users financial information is jeopardized, potentially leading to substantial financial loss (Yoon et al., 2013). Thakuri et al. (2023) discovered that the security and dependability of a mobile banking application significantly influenced client retention. Moreover, they contended that expenses adversely affect m-banking operations. Consequently, extensive study is necessary to examine how this component influences clients use of m-banking.
H4: Perceived Privacy and Security have a positive impact on M-banking
Conceptual Framework
Fig. 1: Proposed Research framework of dependent and independent variables.
Objectives of the Study
The key aim of this investigation is to examine the factors influencing mobile banking app adoption in emerging countries especially in state-owned commercial banks in Bangladesh perspective.
Specific Objectives
Research Design
A quantitative study approach has been employed to assess consumer perceptions of the factors influencing the adoption of M-banking applications in state-owned commercial banks in Bangladesh. The researchers applied judgmental sampling, a non-probability sampling strategy, to analyze and articulate the impact of M-baking apps from the perspective of state-owned commercial banks in Bangladeshs emergent markets.
Population, Sample Frame, and Sample Size
The research sample included active retailers and users of several M-banking applications, including Agrani Smart Banking, eJanata, Rupali Bank Surecash, Sonali eSheba, among others. A representative sample of current m-banking app users residing in Dhaka city has been utilised. Judgemental sampling strategies were employed due to intrinsic unpredictability and uncertainty of entire population. The sample consisted of 176 individuals.
Data collection
The study incorporates both primary and secondary data. The primary data are collected using quantitative analytic methods. A systematic questionnaire using a 5-point Likert scale was created, with 1 indicating Strongly Disagree, 2 indicating Disagree, 3 indicating Neutral, 4 indicating Agree, and 5 indicating Strongly Agree, based on responses from 176 participants in Bangladesh. The secondary data is sourced from several articles by researchers, Bangladesh Bank, and state-owned commercial banks in Bangladesh.
The application of PLS-SEM facilitated the examination of factors influencing the adoption of M-banking applications from the perspective of state-owned commercial banks in Bangladeshs emerging markets. Validity tests are conducted to ascertain if the measurement scales applied in a study accurately reflect the underlying variable under investigation (Zikmund et al., 2012). A preliminary survey was conducted to assess the validity of the questionnaire. Cronbachs alpha was employed to assess the internal consistency of the data. Cronbachs alpha values exceeding 0.70 are considered indicative of elevated internal consistency (Guilford, 1950; Nunnally, 1978).
Instrument and Variables
Table 1: List of Instruments and Variables.
The organized questionnaire comprises two components. The initial component has four inquiries regarding the demographic profile of the responders. The latter portion comprises 29 inquiries that concentrate on particular subjects including PE, PU, PR, PT, PPS, and the use of M-banking applications in developing nations. Thus, there are six identical aspects to clarify for each factor or component.
Respondents Profile
Table 2: Demographic Profile of Respondents (n=176).
Table 4 and 5 show the discriminant validity determined by applying the HTMT and Fornell-Larker Criteria, respectively. The HTMT ratio results provide additional evidence that the constructs have strong discriminant validity, with all values smaller than 0.850 (Hair et al., 2014) except for three items.
Measurement Model
Table 3: Measurement Model Statistics.
Note. PE =Perceived ease of use, PR= Perceived Risk, PU= Perceived usefulness, PT= Perceived Trust, PPS= Perceived Privacy and Security, AMB = Adaption of Smart Mobile Banking, and AVE = Average Variance Extracted.
For the Fornell-Larker Criteria, AVEs square root was compared to the link of latent variables as part of the discriminant validity test; the AVE has a higher correlation value than the other constructs, thereby providing support for the threshold (Hair et al., 2014). As a result, all constructs have strong discriminant validity.
Table 4: Heterotrait-monotrait ratio (HTMT) - List.
Structural model analyses rely on the VIF, R2, and path coefficient values derived by PLS, as presented in Tables 6, 7, and 8. The initial phase of the model evaluation involves assessing multicollinearity through the VIF.
Table 5: Fornell-Larcker criterion.
Structural Model
The study found that people prefer M-banking apps like Agrani Smart Banking apps, eJanata, Rupali Bank Surecash, and Sonali eSheba more than conventional banking. These apps include a variety of other financial conveniences, the ability to conduct transactions from any location, and revolutionary safety safeguards that enable one to buy things online regardless of significant outlets. The hypothesis posits that the adaptation of M-banking applications is affected by perceived easiness, perceived trust, perceived usefulness, and perceived risk. M-banking applications that provide diverse services, including consistent updates, innovative solutions, and smooth transactions, can lower operating expenses and enhance efficiency by delivering a uniform user experience across all online platforms. Furthermore, consumers consider PE, PU, PR, and PT to adopt M-banking activities in emerging nations. The PPS features of mobile banking applications mitigate fraud and safeguard personal information. It pertains to consumer concerns over privacy. M-banking applications safeguard the privacy of transactions and persons while assuring the precision of information exchanges and communications. The studys findings indicate that PPS does not significantly influence the adoption of M-banking applications, corroborating the earlier research by Tater and John, (2023).
Moreover, various groups exhibit differing levels of preference for using mobile banking. Male participants engage with M-banking services more extensively than female respondents, indicating that males use applications for investing and financial decision-making more than women. This information substantiates the perspective of Bhatt and Bhatt, (2016). Individuals aged 26-35 are the predominant users of M-banking applications, signifying their transition from adolescence and an increase in account openings. This generation is significantly more inclined to possess a smartphone. Consequently, they employ mobile banking applications more frequently than other age demographics. They perceive the applications as simple, advantageous, and readily available. Employees appeared to use M-banking applications more frequently than non-users, indicating their perception of these apps as reliable, safe, and efficient, while also providing optimal user experience around the clock.
The utilisation and proliferation of M-banking applications in the financial sector will yield enduring consequences in the digital era (Shaikh, 2018). Our empirical analysis demonstrated that public relations exert substantial positive influences on the usage of mobile banking applications. The study revealed that users of M-banking applications are more inclined to maintain them when they perceive ease of use (PE) and perceived usefulness (PU). The study concluded that PT has substantial positive effects on the use of M-banking applications. The findings suggest that enhanced user impressions of the M-banking app operator will lead to increased usage. Banking institutions acknowledge the growing adoption of smartphones among Bangladeshis and the international populace. The existence of M-banking applications has now become a reality, transforming the mode of interaction and engagement between banks and clients. The research indicates that M-banking service providers emphasize PR, PE, PU, and PT according to client perceptions. Providers of M-banking applications should strive to enhance user experiences during adoption. Consumers residing in urban and rural areas can now actively engage in the formal economy due to the enhanced convenience and accessibility provided by M-banking applications. The opinions of consumers regarding the PPS guarantee of M-banking app platforms significantly influence the adoption of these services. The existing regulatory frameworks positively impact customer trust innovation. To maintain client trust, microfinance service providers must deliver transparent information and robust cybersecurity measures. Furthermore, the advancement of digital literacy has enhanced customers understanding and acceptance of M-banking applications, hence amplifying their positive influence on the digital economy. The effective adoption of M-banking applications in Bangladesh is significantly attributed to the collaboration among the banks offering these services, the government, and other stakeholders. Public-private partnerships (PPP) have facilitated the development of innovative products and services that address the diverse needs of consumers. Additional research may be undertaken to assess the possible impact of Public-Private Partnerships (PPP) on the adoption of M-banking applications in fostering digital inclusion.
Managerial Implication
The research underscores the need to comprehend consumer behavior and preferences for M-banking applications. These applications will expand as financial institutions utilize this data to develop and deliver services that are increasingly tailored to client requirements and anticipations. The study may aid financial institutions in formulating promotional strategies. It is essential to recognize that PE, PU, PT, and PR are the aspects clients evaluate when utilizing M-banking applications. Consequently, government and commercial banks should consider these criteria to enhance and refine M-banking services to meet client satisfaction.
Conceptualization, methodology, software, M.A.A.; investigation, resources, data collection, M.A.S.; and M.Z.K.; writing-original draft preparation, A.A.; writing-review and editing, M.A.A.; visualizeation, supervision, project administration, M.A.S.; and M.Z.K.
Four State-owned Commercial Banks supported the research by providing clients list that are using m-banking apps and other data.
The authors declare no conflict of interest.
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Academic Editor
Dr. Liiza Gie, Head of the Department, Human Resources Management, Cape Peninsula University of Technology, Cape Town, South Africa
Sarker MA, Amin MA, Akter A, and Kalam MZ. (2025). Factors influencing the adoption of M-Banking apps in emerging countries: evidence from state-owned commercial banks in Bangladesh, Can. J. Bus. Inf. Stud., 7(1), 307-321. https://doi.org/10.34104/cjbis.025.03070321
