Abstract:
In this contemporary era, mobile banking services enable customers to organise and accomplish
cashless financial transactions using mobile devices. However, the general state of banks' cybersecurity
systems significantly impacts the usage of banking services offered through mobile networks among
customers. The analysis was performed to assess how customers perceive the cybersecurity systems of
banks and their association with mobile banking usage. By adopting a cross-sectional research design
under the guidance of the Unified Theory of Acceptance and Use of Technology (UTAUT), the Partial
least squares structural equation modelling (PLS-SEM) analysis reveals that banks' cybersecurity
systems' performance expectancy had a significant positive impact on the use of mobile banking
services. Further, banks' cybersecurity systems' effort expectancy, significant others' comments and
facilitating conditions significantly and positively influence bank customers to use mobile banking.
Aligning with these findings, banks and financial institutions should prioritise and strengthen
cybersecurity systems and simplify mobile banking processes for enhanced mobile banking adoption
and usage among bank customers.
