Determinants of Consumers’ Intentions Towards Mobile Banking Services : Configurational Perspective

Mobile banking (m-banking) has emerged as a critical financial service delivery channel, yet adoption in developing economies remains limited due to socio-psychological and contextual complexities. This study investigates the determinants of consumers’ behavioral intentions toward m-banking in Sri Lanka by employing fuzzy-set Qualitative Comparative Analysis (fsQCA). Drawing upon UTAUT2 and extending it with constructs such as personal innovativeness, environmental benefits, and privacy concerns, this research explores how distinct configurations of antecedent conditions shape adoption. Data were collected from 345 banking consumers across all nine provinces of Sri Lanka, with measurement reliability and validity ensured through rigorous procedures. The findings identify performance expectancy, effort expectancy, environmental benefits, personal innovativeness, and favorable attitudes as necessary conditions for adoption, while privacy concerns demonstrate asymmetric effects—facilitating adoption when absent but amplifying resistance when present with other deficiencies. Configurational results reveal multiple equifinal pathways to both adoption and non-adoption, highlighting the interplay of technological, attitudinal, and value-driven factors. The study advances theory by moving beyond net-effect models, offering methodological contributions through the application of fsQCA, and providing actionable insights for financial institutions and policymakers to foster inclusive and sustainable m-banking adoption strategies in emerging economies.