Systematic Literature Review — Customers’ Attitude Toward Adoption of Mobile Banking Apps in India

Pawan Kumar Maurya; Kapil Ajay Panjwani

doi:10.36948/ijfmr.2025.v07i06.62267

Systematic Literature Review — Customers’ Attitude Toward Adoption of Mobile Banking Apps in India

Author(s)	Dr. Pawan Kumar Maurya, Mr. Kapil Ajay Panjwani
Country	India
Abstract	This literature review seeks to understand customer perception on mobile banking applications over the past five to six years (2019 to 2025) in India, and attempts to synthesize research on this topic over the period. It leverages the PRISMA model to bring together research studies on the behavioural intentions, attitudes, perceived advantages and risks, demographic moderators such as age, education, income etc. contextual or institutional factors within the subject area. TAM, UTAUT/U-TAUT2, and trust-based models are major analytical prisms that scholars rely on to analyze and interpret existing literary work on the subject area. Recently, researchers have been digging into customer’s continuous intention to use m-banking app and various macro-environmental drivers that affect it. The prime factors which emerge in the literature as key drivers influencing how individuals evaluate and adopt new technologies are usefulness & ease of use, confidentiality issues (trust and security), perceived service quality and functionality of app, other facilitators such as digital knowledge, telecommunications infrastructure, regulatory and market shifts. Missing pieces in the existing published studies are inadequate longitudinal studies with respect to Indian users, weak tilt towards rural population with low/no digital knowledge, limited qualitative investigations on the lived experience of users and uninvestigated diversity across the different states and banks. The conclusion is strategically actionable for the banking industry, policymakers, and fintech along with a research agenda (mixed methods longitudinal attitude-to-behavior change research focusing on behavioral and vulnerability/age/region segmentation, and design-based experimental research).
Keywords	: Mobile banking, attitude, adoption, and India, along with UTAUT and TAM frameworks, trust, and a systematic literature review
Field	Sociology > Banking / Finance
Published In	Volume 7, Issue 6, November-December 2025
Published On	2025-12-03
DOI	https://doi.org/10.36948/ijfmr.2025.v07i06.62267
Short DOI	https://doi.org/hbdsjm

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Systematic Literature Review — Customers’ Attitude Toward Adoption of Mobile Banking Apps in India

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