Determinant factors for the use of mobile banking for financial operations and transactions: a study in the municipality of Sao Paulo

The objective of this study was to identify and analyze the possible influence factors for the use of the Mobile Banking by bank account holders of financial institutions in the city of Sao Paulo. To identify these relevant factors that lead users to adopt alternative channels, such as Mobile Banking, to carry out operations and financial transactions. A descriptive field survey of quantitative nature was carried out in 13 bank branches, with a total sample of 1344 questionnaires delivered. After verification and exclusion of some unanswered questionnaires, which were invalidated, 1278 questionnaires of the total sample were validated. From the total validated, 1,199 respondents stated they have an active banking account and 600 clients declared they use the financial application (Mobile Banking App). Statistical techniques were performed with SPSS software in order to analyze the data.