Technology-based services: a study on the drivers and inhibitors of mobile banking

The paradigm shift from traditional branch banking to electronic banking, the newly emerged service delivery channels and rapidly increasing penetration rates of mobile phones are the motivators of this study. Technology has become an increasingly vital element in the competitive landscape of the financial services industry. Innovations in telecommunications have led to usage of mobile devices in banking. This paper reviews recent technological advances in banking and forces that will drive or inhibit mobile banking services adoption. Drawing on the relevant literature and empirical implications of the study, the paper proposes a model that conceptualises different affecting factors in electronic banking environment, and particularly in mobile banking. A quantitative survey sheds more light on this researched issue. The data was collected in Finland during May–July 2002 and includes 1,253 survey responses.