Impact of COVID-19 on User Awareness and Adoption of Mobile Banking Services

DOI: https://doie.org/10.10399/ES.2025792324

Mr. Tara Shankar Chatterjee, Dr. Rajesh Kumar Vishwakarma

Keywords:

COVID-19, Mobile Banking, Technology Adoption, User Awareness, Perceived Equation Modelling, Financial Inclusion, Technology Acceptance Model (TAM).

Abstract:

The COVID-19 epidemic substantially altered consumer behavior and expedited digital transformation across several industries, particularly in financial services. This research examines the effects of the pandemic on user awareness and the uptake of mobile banking services. This study used the Technology Acceptance Model (TAM) as its theoretical framework to investigate essential aspects such as perceived ease of use, user awareness, usage intention, and trust. A quantitative methodology was used, gathering data from 384 participants using a standardized questionnaire. Employing SPSS for Structural Equation Modeling (SEM) using AMOS validated the importance of all given hypotheses, indicating that the pandemic had a substantial positive influence on both awareness (β = 0.700, p < 0.001) and adoption (β
= 0.423, p < 0.001) of mobile banking services. Moreover, perceived ease of use and intention to use were shown to strongly affect actual adoption behavior. The research indicates that while the epidemic acted as a catalyst, sustained adoption relies on intrinsic variables such as usability and trust. These results provide essential insights for policymakers and financial organizations seeking to develop inclusive and user-friendly digital banking systems in the post-pandemic period.
 

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