Leveraging Information To Overcome Resistance In Mobile Banking: The Moderating Role Of Gender

Abstract

The study investigates the effect of information and guidance provided by the mobile banking service providers on the usage barriers, risk barrier and image barrier and gender as the moderator. The measurement instrument development and hypotheses were based on consumer resistance theory and the earlier literature on internet and mobile banking, data were collected from a sample size of 269 respondents from Imphal East and Imphal West district of Manipur, India. . The measure items were validated by measurement model and hypotheses were tested using structural equation modelling in IBM AMOS 21 software.

The result of the study found that information and guidance offered by bank has the most significant effect on decreasing the image barrier, followed by usage barriers and risk barriers respectively. The results of gender moderation revealed that information provided by mobile banking service providers has a more significant impact on reducing barriers to males as compared to their female counterparts. Future researchers could expand upon the role of emerging technologies, such as artificial intelligence and block-chain, in enhancing the security and functionality of mobile banking platforms.