Understanding the process of meanings, materials, and competencies in adoption of mobile banking

Naeem, Muhammad, Ozuem, Wilson ORCID logo ORCID: https://orcid.org/0000-0002-0337-1419 , Howell, Kerry and Ranfagni, Silvia (2022) Understanding the process of meanings, materials, and competencies in adoption of mobile banking. Electronic Markets, 32 . pp. 2445-2469.

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Official URL: https://doi.org/10.1007/s12525-022-00610-7


COVID-19 has changed the way people live, bank, shop, and work by moving them toward digitalization. It has also driven the trend toward a cashless society, and this change has taken place in an increasingly uncertain and fearful environment. This study explores the social practice of mobile banking (MB) adoption during the global COVID-19 pandemic. Data were collected from banking customers and managers using online customer reviews, semi-structured interviews, and focus groups to develop an in-depth understanding of the subjective realities of their use of MB. This approach also ensured that social distancing practices were maintained during interviews conducted during the COVID-19 outbreak. Analysis of the data suggests that social media, social circles, family members, and teams of customer service agents play an important role in developing the social practice of MB. This study culminates in the presentation of the social practice of MB adoption (SPOTA) framework. This framework is based on extended social practice theory in the context of MB adoption. The study discusses the practical implications of the findings for systems developers. The many expectations of people with or without disabilities of MB are discussed and the findings could be used to improve the accessibility and habitual practice of MB adoption.

Item Type: Article
Journal / Publication Title: Electronic Markets
Publisher: Springer
ISSN: 1422-8890
Departments: Institute of Business, Industry and Leadership > Business
Additional Information: A correction to this article was published on 18 April 2023: https://doi.org/10.1007/s12525-023-00641-8
Depositing User: Anna Lupton
Date Deposited: 31 Oct 2022 11:19
Last Modified: 13 Jan 2024 14:16
URI: https://insight.cumbria.ac.uk/id/eprint/6652


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