From Adoption to Action : What Keeps Women Using Mobile Banking in India

Financial inclusion has been the thrust area for governments in the past. Increased financial inclusion has various benefits, such as reducing poverty and inequality, fostering economic growth, empowering marginalized sections of society, etc. Financial inclusion is necessary for the smooth and rapid benefits transfer to the intended individuals. Technology has emerged as a ray of hope to increase the pace of financial inclusion in India, and mobile banking is one such technology. Mobile banking is an extension of online banking to provide convenience and accessibility to consumers. Since 2018, practically all Indian banks offered financial transactions through mobile phone apps. These apps eliminate the need for a computer or laptop to transfer funds, and with continuous developments, bank trips have become a thing of the past. Relatively new instruments of financial transactions, such as UPI payments, have also helped increase financial inclusion as even small vendors are also accepting payments through the same. The more significant challenge with mobile banking is that users must continue using it after adopting it. The cost of developing mobile applications and marketing them is vast for banks. It is a massive loss if users do not continue their usage due to infrastructural challenges or expectations. In this study, an attempt to understand the continuous intention of mobile banking usage is being studied on a sample of 146 female respondents across the age groups using the SPSS tool to identify the importance of various determinants of continuous intentions of mobile banking, such as perceived usefulness, expectation confirmation, user satisfaction, perceived trust, and perceived security.