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ABSTRACT:

This study investigates the factors influencing digital banking adoption intention and its impact on perceived financial inclusion. By integrating the Technology Acceptance Model with trust theories and digital literacy concepts, we develop a comprehensive framework to understand the complex relationships among these variables. The research employs a mixed-method approach, combining structural equation modeling (SEM) and fuzzy-set qualitative comparative analysis (fsQCA) to analyze survey data from 587 respondents. Results from SEM reveal that perceived usefulness, perceived ease of use, institutional trust, technological trust, and social influence significantly affect digital banking adoption intention, which in turn positively influences perceived financial inclusion. Digital literacy moderates the relationships between perceived ease of use and adoption intention, as well as between technological trust and adoption intention. The fsQCA results complement these findings by identifying multiple configurations leading to high adoption intention and perceived financial inclusion, highlighting the equifinal nature of these relationships. This study contributes to the literature by providing a nuanced understanding of digital banking adoption and its link to financial inclusion, offering valuable insights for policymakers and financial institutions. The findings underscore the importance of enhancing perceived usefulness, ease of use, trust, and digital literacy to promote digital banking adoption and, consequently, financial inclusion.

KEYWORDS:

Digital banking adoption, financial inclusion, technology acceptance model, trust, fuzzy-set qualitative comparative analysis

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