Mobile banking and the use determinants of digital channels for financial transactions

Study objective: This study seeks to identify which factors have the greatest impact on the use of mobile banking (MB) for financial transactions. Methodology/approach: Based on a quantitative, descriptive and documentary approach, the statistical technique of Multivariate Regression was adopted, in order to investigate the phenomenon through a single case study in a Brazilian financial institution, which represented the analysis of bank branches in 338 municipalities. Originality/relevance: The search for answers in this field makes it possible to understand demographic aspects that can be used for both social and economic purposes. In this context, this study advances from previous studies by analyzing the characteristics of mobile banking service users for financial movements rather than merely evaluating the intention or (non-financial) use of the service. Main results: It was found that individuals with higher education levels use mobile banking more than individuals with lower education levels. Theoretical/methodological contributions The study contributes by pointing out human factors that impact the use of mobile banking, which advances the theoretical discussion regarding the understanding of MB as an access channel to existing banking services or a new payment instrument, or both. Social contributions/to management: In the social field, this study is expected to point to regional characteristics, so that investments in banking technology are more aligned with the practices of economic, social and environmental transformation.