Purpose The purpose of this paper is to identify factors influencing the adoption of mobile banking in India and develop and empirically validate a model explaining the behavioural intention to use mobile banking in the Indian banking sector. Design/methodology/approach In this study, a model is developed and proposed to explain customers’ intention to use mobile banking. The model comprises six constructs, namely, perceived ease of use, computer self-efficacy, social influence, perceived financial cost, security, and trust. The model also describes the relationship between perceived ease of use and computer self-efficacy, as well as that between security and trust. The proposed model was tested by using a survey method, with a sample of 855 bank customers from public, private, foreign, and cooperative banks in India. Structural equation modelling analysis was performed with AMOS 16.0. Findings The proposed theoretical model was found to predict, with statistical significance, the intention to use mobile banking, explaining 76.9 per cent of the variance in the dependent variable. The results found that security, computer self-efficacy, perceived ease of use, and perceived financial cost, in that order of influence, affect customers’ intention to adopt mobile banking. Practical implications The results obtained will help both academic researchers and practitioners explain, understand, and elucidate the status of mobile banking in India, as well as helping them formulate strategies to expedite the use of mobile banking. Originality/value The adoption of mobile banking in India is in a nascent stage compared with developed countries such as the USA, the UK, and Finland, but it is expected to increase or surpass the rate of adoption of internet banking in those countries. Further, only limited research to date has examined the adoption of mobile banking in India, especially the drivers and inhibitors of mobile banking adoption.

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Technological progression in mobile phones has increased the popularity of mobile payments. Users can shop online through a mobile device, which is time saving and convenient. Mobile payment systems involve ongoing interactions between users and payment providers. The initial acceptance of mobile payment systems has been studied extensively, but few studies have attempted to understand users’ post-adoption behaviour. This study employs an integrated model with the unified theory of acceptance and use of technology (UTAUT) framework and the expectation confirmation model (ECM), along with two additional constructs: perceived security and trust. The empirical results show that the integrated model has a higher predictive power to explain continuance intentions for using mobile payment systems with significant factors of satisfaction, trust, performance expectancy, and effort expectancy. This study confirmed that the UTAUT model could be extended to explain post-adoption behaviour towards mobile payment systems. The study’s findings have theoretical and practical value to further the understanding of pre- and post-adoption behaviour towards mobile payment systems.