Exploring factors affecting mobile-banking app adoption: a perspective from adaptive structuration theory

Purpose The study has two aims: first, it aimed to investigate the impact of contextual factors (such as information quality, service quality, system quality, trust in applications (app) and COVID-19 health anxiety) on the intention to use the Mobile Payment (MP) app, and subsequently, the actual use of the app. Second, the aim of this study is whether the COVID-19 threat has a moderating influence on the relationship between customers' intent to use MP app and the actual use of MP app. Design/methodology/approach The data are collected through an online survey from 341 Mobile Banking (MB) app users from Pakistan to empirically analyze the relationship between service quality, system quality, information quality, trust in the app, COVID-19 health anxiety and COVID-19 threat, intentions to use MB-app and actual use of MB-app. Findings The empirical analysis of the data collected from MB-app users from Pakistan shows that service quality, system quality, information quality, trust in the app and COVID-19 health anxiety positively related to intentions to use MB-app, consequently affect the actual use of MB-app. Furthermore, the results demonstrate that the COVID-19 threat positively moderates the relationship between intentions to use MB-app and actual use of MB-app. Originality/value Although, prior research established a positive impact of mobile apps on customer service and consumer satisfaction. Yet, it is not clear which factors influence customers to adopt MB-app. This study contributes to the research on MB-apps based on adaptive structuration theory and examines the technological factors and contextual factors that collectively explain when and how individuals decide to adopt MB-app.