FACTORS THAT INFLUENCE THE USE OF MOBILE BANKING A STUDY IN THE BRAZILIAN BANKING MARKET

Objective: Examine the factors that influence the intention of Brazilian bank account holders in the use of MB; Methodology: A survey, applied to 585 respondents, with data analyzed using Structural Equation Modeling with the Partial Least Squares Estimation Method (PLS). The proposed model is formed by five antecedent constructs: perceived security, software usability and systems compatibility, client's demographic and social profile, relative advantage and external threat; Originality / Relevance: In emerging and developing countries, there is greater resistance on the part of users to adopt MB. In Brazil, only 45% of active accounts, in physical and digital banks, use this service channel (Febraban, 2019); Main results: The results demonstrate that the perception of security, the adequate profile of the client (specifically young people), as well as the perception of relative advantage are factors that influence the intention to use the MB; Theoretical contributions: The study contributes by measuring the dimensions of an MB in a developing economy. It also collaborates in the analysis of customers' perceptions of the adoption of technological tools; Social / management contributions: the results obtained serve to support Brazilian banks in the sense of migrating customers to the new channel, resolving doubts, enhancing positive points, correcting failures, helping with service efficiency and business profitability.