Journal of Business and Management Sciences. 2021, 9(3), 101-113
DOI: 10.12691/JBMS-9-3-2
Original Research

Challenges to Mobile Banking Adaptation in COVID-19 Pandemic

Muhammad Abdus Salam1, Trisha Saha1, Md Habibur Rahman1, and Prantika Mutsuddi2

1Department of Management Information Systems, Noakhali science and Technology University, Bangladesh

2Department of Business Administration, Noakhali Science and Technology University, Bangladesh

Pub. Date: August 11, 2021

Cite this paper

Muhammad Abdus Salam, Trisha Saha, Md Habibur Rahman and Prantika Mutsuddi. Challenges to Mobile Banking Adaptation in COVID-19 Pandemic. Journal of Business and Management Sciences. 2021; 9(3):101-113. doi: 10.12691/JBMS-9-3-2


We contribute to the identification of challenges of using mobile financial services focusing on COVID-19 pandemic by extending Technology acceptance model. The pandemic has caused significant shifts in online transactions that will influence individuals, organizations, communities, and nations. In this paper, we will apply partial least square method to explore challenges of mobile banking adoption in crisis situation which people consider in mobile financial transactions. The challenges include perceive risk, perceive privacy, cost, privacy, and customer satisfaction. Perceived risk and perceived privacy also result in perceived security of customer information but quality of mobile banking services and perceived capability have positive impact on customer satisfaction to mobile banking services. Our results, in line with mobile banking literature, show that users are confronting challenges in using mobile financial services though they want to conduct banking staying at home and ensure health safety. In particular, people want to get a stress free life that is being hit by the pandemic itself. Indeed, these challenges were vulnerable before crisis and still exist. Investment to enhance integrity, transparency, and communication can help to eliminate the challenges of using mobile financial services and enhance the well-being of users.


mobile banking, challenges, COVID-19 pandemic, financial transactions


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