ABSTRACT
PurposeThe paper intends to comprehend the pattern of usage of FinTech services among bank customers during the COVID-19 pandemic. The paper also examines the factors influencing the adoption of FinTech services by using the constructs from the technology acceptance model (TAM) together with highlighting the issues faced in using FinTech services in Assam.Design/methodology/approachThe research is empirical in nature. Data have been collected from 1,066 prime earners of the households having a bank account.FindingsThere has been an upsurge in the use of FinTech services in the area of study. Apart from government and private service employees, businessmen, self-employed professionals, many daily-wage earners and agriculturists have also experienced an increase in their frequency of usage of FinTech services thereby making technology-based financial services an indispensable tool in enhancing access, improving inclusivity in the times of crisis and aftermath. Government support, trust, perceived usefulness (PU), attitude and social influence have a positive influence on FinTech adoption;however, perceived risks impact respondents' trust towards FinTech services thereby requiring necessary measures to evaluate organizations' preparedness to deal with cyber threats.Originality/valueThe paper provides insight into the factors impacting the adoption of FinTech services to stimulate superior connectivity infrastructure, robust security measures and maintaining financial stability with adequate supervisory and monitoring regulations to enhance trust towards FinTech services during the crisis and aftermath.
ABSTRACT
The Cambodian banking sector has experienced significant growth in recent years due to macroeconomic stability and an investment-friendly policy. Similarly, using internet banking (IB) to access financial services without being physically present was extremely convenient and advantageous during the COVID-19 outbreak. Therefore, identifying the factors influencing mobile banking adoption is crucial to maximizing its use. Hence, consumer behavior intentions to adopt IB were explored in this study. It aimed to use a questionnaire-based approach to collect and analyze quantitative data (n = 391) on customer adaptation to IB to test the hypotheses underlying the Technology Acceptance Model (TAM) by adding a subjective norm (SN) construct to the model and empirically testing it with a sample of Cambodians. Equally, the data was analyzed using PLS-SEM. The results confirmed that perceptions of trust and usefulness are the critical determinants of attitude toward IB and intention to adopt IB. However, perceived ease of use was found to be non-significant. Significantly, it provides a valuable insight into the potential effects of socially pressured behaviors, so-called SN, on TAM. Accordingly, the SN is oriented toward AT, which ultimately impacts the adoption of IB. Hence, the findings of this study can be applied to theoretically and empirically adopt IB. © 2022 The Author(s)