Unlocking Mobile Banking Adoption: The Interplay of Interface Design, System Quality, Service Quality, Security, and Customer Involvement

Abstract

Mobile banking (M-Banking) is an extension of internet banking that permits users to easily access online bank facilities through mobile devices. Due to the fast development of information technology, mobile banking has grown noticeably throughout the world, particularly in recent years. The study examines the impact of mobile banking interface design (INT), system quality (SYS), security assurance (SEC) and service quality (SER) on mobile banking adoption (MBA) with the mediating role of Customer Involvement (CI). For this a sample size 400 people collected from five cities of Punjab Pakistan with the help of Google form questionnaire. The researcher uploaded the respond data from questionnaire to SmartPLS 3 and tested the reliability, validity and hypotheses. The researcher finds that INT, SYS, SER and SEC positively influence the MBA with the mediating role of CI. This examination contributes to a more profound comprehension of how mobile banking adoption improves. The study explained the various aspects of mobile banking system its interface design, quality services, security, customer choices over traditional banking.