Adoption of Mobile Banking Services: Digital Natives and Digital Immigrants

Yıl 2023, Cilt: 33 Sayı: 1, 251 - 268, 19.01.2023

Arzu Deniz Çakıroğlu

https://doi.org/10.18069/firatsbed.1194717

Öz

The technological and digital transformation in the world has brought Innovations such as online shopping, e-books, smart watches and mobile services. In the way of consumers the adoption of these digital Innovations, including mobile banking services, does not occur at the same pace for everyone. Individuals born into technology (digital natives) and individuals trying to keep up with digital change (digital immigrants) have different attitudes towards adopting these Innovations. Immigrants may be more distant, while digital natives are closer to adopting Innovations. In this research, it is aimed to determine the differences in terms of adopting mobile banking services between digital natives and digital immigrants based on the dimensions in the Technology Acceptance Model. In addition, the relationships between the demographic characteristics of consumers in both groups and their attitudes towards adopting mobile banking services were also examined. For this purpose, a survey study was conducted in the province of Istanbul. A total of 404 questionnaires were applied. The data obtained from the questionnaires were analyzed using the SPSS 23.0 statistical program. Descriptive statistics, t-test, factor analysis and correlation analysis were used in the analysis of the data. According to the results, digital natives think that using mobile banking services is more advantageous, practical, fast and compatible with their lifestyles than digital immigrants. Digital immigrants, on the other hand, think that using such services is risky compared to digital natives and they are worried.

Anahtar Kelimeler

Technology Acceptance Model (TAM), digital natives, digital immigrants, mobile banking adoption, digital Innovations

MOBİL BANKACILIK HİZMETLERİNİN BENİMSENMESİ: DİJİTAL YERLİLER VE DİJİTAL GÖÇMENLER

Öz

Dünyada yaşanan teknolojik ve dijital dönüşüm, çevrimiçi alışveriş, e-kitap, akıllı saat, mobil hizmetler gibi yenilikleri de beraberinde getirmiştir. Tüketici açısından değerlendirildiğinde, mobil bankacılık hizmetlerinin de içinde yer aldığı bu dijital yeniliklerin benimsenmesi herkes için aynı hızda gerçekleşmemektedir. Teknolojinin içine doğan bireyler (dijital yerliler) ile dijital değişime ayak uydurmaya çalışan bireylerin (dijital göçmenler) bu yenilikleri benimsemeye yönelik tutumları farklıdır. Dijital yerliler yenilikleri benimsemeye daha yakınken göçmenler daha uzak olabilmektedirler. Bu araştırmada Teknoloji Kabul Modelindeki boyutlar esas alınarak dijital yerliler ve dijital göçmenler arasında mobil bankacılık hizmetlerini benimseme faktörleri açısından farklılıkların belirlenmesi amaçlanmıştır. Ayrıca her iki gruptaki tüketicilerin demografik özellikleriyle mobil bankacılık hizmetlerini benimsemeye yönelik tutumları arasındaki ilişkiler de incelenmiştir. Bu amaçla İstanbul ilinde bir anket çalışması yürütülmüştür. Toplam 404 anket uygulanmıştır. Anketlerden elde edilen veriler SPSS 23.0 istatistik programı kullanılarak analiz edilmiştir. Verilerin analizinde tanımlayıcı istatistikler, t-testi, faktör analizi ve korelasyon analizi kullanılmıştır. Elde edilen sonuçlara göre dijital yerliler dijital göçmenlere göre mobil bankacılık hizmetlerini kullanmanın daha avantajlı, pratik, hızlı ve yaşam tarzlarıyla uyumlu olduğunu düşünmektedirler. Dijital göçmenler ise dijital yerlilere göre bu tür hizmetleri kullanmanın riskli olduğunu düşünmekte ve endişe duymaktadırlar.

Anahtar Kelimeler

Teknoloji Kabul Modeli (TAM), Dijital yerliler, dijital göçmenler, mobil bankacılığın benimsenmesi, dijital yenilikler

Kaynakça

• Agárdi, I., & Alt, M. A. (2022). Do Digital Natives Use Mobile Payment Differently Than Digital İmmigrants? A Comparative Study between Generation X and Z. Electronic Commerce Research, 1-28.
• Agarwal, R. & Karahanna, E. (1998). On The Multi-Dimensional Nature of Compatibility Beliefs İn Technology Acceptance. DIGIT, Available At: Http://Disc-Nt.Cba.Uh.Edu/Chin/Digit98/First. Pdf (Accessed 30 June 2009).
• Agarwal, R. & Prasad J. (1998). A Conceptual and Operational Definition of Personal Innovativeness in the Domain of İnformation Technology. Information Systems Research, Vol. 9 No. 2, Pp. 204-301.
• Agarwal, R., Sambamurthy, V., & Stair, R. M. (2000). The Evolving Relationship between General and Specific Computer Self-Efficacy—an Empirical Assessment. Information Systems Research, 11(4), 418-430.
• Ajzen, I. & Fishbein, M. (1980). Understanding Attitudes and Predicting Social Behavior. Prentice-Hall, Englewood Cliffs.
• Akturan, U., & Tezcan, N. (2012). Mobile Banking Adoption of the Youth Market: Perceptions and Intentions. Marketing Intelligence & Planning. Vol. 30 No. 4, 2012 Pp. 444-459
• Alalwan A, Dwivedi Y.K, Rana N.P & Williams M.D. (2016) Consumer Adoption of Mobile Banking İn Jordan: Examining the Role of Usefulness, Ease of Use, Perceived Risk and Self-Efficacy. Journal of Enterprise Information Management. 29(1): 118-139.
• Al-Jabri, I. M., & Sohail, M. S. (2012). Mobile Banking Adoption: Application of Diffusion of Innovation Theory. Journal of Electronic Commerce Research, 13(4), 379-391.
• Ambaw, B. S. (2018). Department Of Project Management Factors That Affect the Use of Mobil Banking İn the Commercial Bank of Ethiopia (Doctoral Dissertation, Addis Ababa University).
• Armağan, E., & Yeliz, Ç. A. L. (2020). Mobil Bankacılık Uygulamalarının Sadakat Tutumuna Etkisi: Nicel Bir Araştırma. Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 23(44), 977-999.
• Bandura, A. (1986). Social Foundations of Thought and Action: A Social Cognitive Theory. Englewood Cliffs, NJ: Prentice Hall.
• Bennett, S., & Corrin, L. (2018). From Digital Natives to Student Experiences with Technology. In M. Khosrow-Pour (Ed.), Encyclopedia of Information Science And Technology (4 Ed.,Pp. 2512–2520). Hershey, PA: IGI Global.
• Bilgiç, Hatice G. Duman, D. & Seferoğlu, S. S. (2011). Dijital Yerlilerin Özellikleri Ve Çevrim İçi Ortamların Tasarlanmasındaki Etkileri. Akademik Bilişim’11 - XIII. Akademik Bilişim Konferansı Bildirileri 2 - 4 Şubat 2011 İnönü Üniversitesi, Malatya.
• Blackburn, H. (2011). Millennials and the Adoption of New Technologies in Libraries through the Diffusion of Innovations Process. Library Hi Tech, 29(4), 663–677. Boonsiritomachai, W., & Pitchayadejanant, K. (2019). Determinants Affecting Mobile Banking Adoption By Generation Y Based On The Unified Theory of Acceptance And Use of Technology Model Modified By The Technology Acceptance Model Concept. Kasetsart Journal of Social Sciences, 40(2), 349-358.
• Brown, I., Cajee, Z., Davies, D., & Stroebel, S. (2003). Cell Phone Banking: Predictors of Adoption İn South Africa—an Exploratory Study. International Journal of İnformation Management, 23(5), 381-394.
• C. Ebermann, E. Piccinini, B. Brauer, S. Busse & L. Kolbe, (2016). The Impact of Gamification-İnduced Emotions on in-Car IS Adoption -- The Difference between Digital Natives and Digital İmmigrants. 49th Hawaii International Conference on System Sciences (HICSS), Pp. 1338-1347, Doi: 10.1109/HICSS.2016.169.
• Chen, L.-D., Gillenson, M.L. & Sherrell, D.L. (2002). Enticing Online Consumers: An Extended Technology Acceptance Perspective. Information & Management, Vol. 39 No. 8, Pp. 705-19.
• Compeau, D.R., & Higgins, C.A. (1995). Computer Self-Efficacy: Development of ü Measure and İnitial Test. MIS Quarterly, 19(2), 189-211.
• Cruz, P., Neto, L.N.F., Munoz-Gallego, P. &Laukkanen, T. (2010). Mobile Banking Rollout İn Emerging Markets: Evidence from Brazil. International Journal of Bank Marketing, Vol. 28 No. 5, Pp. 342-71.
• Cunningham, L. F., Young, C. E., & Gerlach, J. (2009). A Comparison of Consumer Views of Traditional Services and Self‐Service Technologies. Journal of Services Marketing. Vol. 23 No. 1, pp. 11‐23.
• Curran, J. M., Meuter, M. L., & Surprenant, C. F. (2003). Intentions to Use Self-Service Technologies: A Confluence of Multiple Attitudes. Journal of Service Research, 5(3), 209-224.
• Çoban, S., & Demirhan, M. (2019). Mobil Bankacılıkta Algılanan Deneyimsel Değer Ve Davranışsal Etkileri: Nevşehir İli Örneği. Business & Management Studies: An International Journal, 7(1), 78-101.
• Dabholkar, P. A. (1996). Consumer Evaluations of New Technology-Based Self-Service Options: A İnvestigation of Alternative Models of Service Quality. International Journal of Research in Marketing, 13(1), 29-51.
• Dasgupta, S. I. D. D. H. A. R. T. H. A., Paul, R. I. K., & Fuloria, S. (2011). Factors Affecting Behavioral İntentions towards Mobile Banking Usage: Empirical Evidence from India. Romanian Journal of Marketing, (1), 6.
• Davis, F.D. (1989). Perceived Usefulness, Perceived Ease of Use, And User Acceptance of Information Technology. MIS Quarterly, Vol. 13 No. 3, Pp. 319-40
• De Leon, M. V., Atienza, R. P., & Susilo, D. (2020). Influence of Self-Service Technology (SST) Service Quality Dimensions as a Second-Order Factor on Perceived Value and Customer Satisfaction in A Mobile Banking Application. Cogent Business & Management, 7(1), 1794241.
• Doğan, H., & Burucuoğlu, M. (2018). Tüketicilerin Mobil Bankacılık Hizmet Kalitesi Algıları Ve Tekrar Kullanma Niyetleri: Ampirik Bir Araştırma. Uluslararası Yönetim İktisat Ve İşletme Dergisi, 14(4), 1183-1198.
• Ebermann, C., Piccinini, E., Brauer, B., Busse, S., & Kolbe, L. (2016). The Impact of Gamification-İnduced Emotions on İn-Car IS Adoption: The Difference between Digital Natives and Digital İmmigrants. In 2016 49th Hawaii International Conference on System Sciences (HICSS) (Pp. 1338–1347). Institute of Electrical and Electronic Engineers, Koloa, HI-USA.
• Eşgi, N. (2013). Dijital Yerli Çocukların Ve Dijital Göçmen Ebeveynlerinin İnternet Bağımlılığına İlişkin Algılarının Karşılaştırılması. Hacettepe Üniversitesi Eğitim Fakültesi Dergisi, 28(3), 181-194.
• Fedorko, R., Skerhakova, V., Markova, S., Bacik, R., & Fejercak, L. (2021). Differences in the Perceived Financial Risk Factors between Digital Natives İn the E-Commerce. Marketing and Management of Innovations, 4, 137-152
• Filho, E. J. M. A., Gammarano, I. D. J. L. P., & Barreto, I. A. (2021). Technology-Driven Consumption: Digital Natives and İmmigrants in the Context of Multifunctional Convergence. Journal of Strategic Marketing, 29(3), 181–205.Https://Doi.Org/10.1080/0965254X.2019.1656278
• Gasser, U., & Palfrey, J. (2008). Born Digital: Connecting With a Global Generation of Digital Natives. New York: Perseus
• Günüç, S. (2011). Türkiye, Dijital Yerlilerde Çalışan Bellek ve Çoklu Görev. 5th International Computer & Instructional Technologies Symposium, Fırat Üniversitesi, ELAZIĞ.
• Hanafizadeh, P., Behboudi, M., Koshksaray, A. A., & Tabar, M. J. S. (2014). Mobile-Banking Adoption by Iranian Bank Clients. Telematics and Informatics, 31(1), 62-78.
• Hassan, H., Farmanesh, P., (2022). Customer Adoption of Self-Service Technologies İn Jordan: Factors İnfluencing the Use of Internet Banking, Mobile Banking, and Telebanking, Management Science Letters, 12 (2022) 193–206
• Hoehle, H. & Huff, S. (2009). Electronic Banking Channels and Task-Channel Fit. Paper Presented And Published İn The Proceedings Of The International Conference On Information Systems (ICIS), Phoenix.
• Ilie, V., Van Slyke, C., Green, G., & Lou, H. (2005). Gender Differences İn Perceptions and Use Communication Technologies: A Diffusion of Innovation Approach. Information Resources Management Journal, 18(3), 13–31.
• İşler, A. U. (2016). Users Evaluatıons about E-Servıce Quality of Mobile Banking: Kuveyt Turk Sample/Mobil Bankacılık E-Hizmet Kalitesinin Kullanıcılar Tarafından Değerlendirilmesi: Kuveyt Türk Örneği. Turkish Journal of Marketing, 1(1), 30.
• Kesharwani, A. (2020). Do (How) Digital Natives Adopt A New Technology Differently Than Digital İmmigrants? A Longitudinal Study. Information & Management, 57(2), 103170. Https://Doi.Org/10. 1016/J.İm.2019.103170
• Khraim, H. S., Al Shoubaki, Y. E., & Khraim, A. S. (2011). Factors Affecting Jordanian Consumers' Adoption of Mobile Banking Services. International Journal of Business and Social Science, 2(20).
• Kim, G., Shin, B., & Lee, H. G. (2009). Understanding Dynamics between Initial Trust and Usage İntentions of Mobile Banking. Information Systems Journal, 19(3), 283-311.
• Kirk, C. P., Chiagouris, L., Lala, V., & Thomas, J. D. (2015). How Do Digital Natives and Digital İmmigrants Respond Differently To İnteractivity Online? A Model For Predicting Consumer Attitudes And İntentions To Use Digital İnformation Products. Journal of Advertising Research, 55(1), 81–94
• Koenig‐Lewis, N., Palmer, A., & Moll, A. (2010). Predicting Young Consumers' Take Up Of Mobile Banking Services. International Journal of Bank Marketing Vol. 28 No. 5, 2010 Pp. 410-432
• Koroleva, E. (2022). Attitude towards Using Fintech Services: Digital İmmigrants versus Digital Natives. International Journal of Innovation and Technology Management, Https://Doi.Org/10.1142/S0219877022500298.
• Kurt, A. A., Günüç, S., & Ersoy, M. (2013). The Current State of Digitalization: Digital Native, Digital İmmigrant and Digital Settler. Ankara University Journal of Faculty of Educational Sciences (JFES), 46(1), 1-22.
• Kurt, K. (2017). Yetişkin Bireylerin Mobil Bankacılık Uygulamalarını Benimsemelerini Etkileyen Faktörlerin İncelenmesi (Yayımlanmamış Yüksek Lisans Tezi), Sakarya Üniversitesi.
• Laforet, S. & Li, X. (2005). Customers’ Attitudes towards Online and Mobile Banking İn China. International Journal of Bank Marketing, Vol. 23 No. 5, Pp. 362-80
• E. Langeard, J. E. G. Bateson, C. H. Lovelock & P. Eiglier, (1981). Service Marketing: New Insights from Consumers and Managers. Marketing Science Institute, Cambridge, 1981.
• Laukkanen, T. & Pasanen, M. (2008). Mobile Banking İnnovators And Early Adopters: How They Differ From Other Online Users? Journal of Financial Services Marketing, 13, 86-94.
• Laukkanen, T., Sinkkonen, S., Kivijärvi, M., & Laukkanen, P. (2007). Innovation Resistance among Mature Consumers. Journal of Consumer Marketing 24/7, 419–427
• Lee, M.S.Y., Mcgoldrick, P.F., Keeling, K.A. & Doherty, J. (2003). Using ZMET to Explore Barriers to the Adoption of 3G Mobile Banking Services. International Journal of Retail & Distribution Management, Vol. 31 No. 6, Pp. 340-8
• Lim, W. M., Gupta, S., Aggarwal, A., Paul, J., & Sadhna, P. (2021). How Do Digital Natives Perceive and React Toward Online Advertising? Implications for SMES. Journal of Strategic Marketing, 1-35.
• Lin, H. (2011). An Empirical Examination of Mobile Banking Adoption: The Effect of Innovation Attributes and Knowledge-Based Trust. International Journal of Information Management, 31, 252–260.
• Luarn, P. & Lin, H.H. (2005) Toward an Understanding of the Behavioral İntention to Use Mobile Banking. Computers in Human Behavior, 21, 873–891 Manser Payne, E., Peltier, J. W. & Barger, V. A. (2018). Mobile Banking and AI-Enabled Mobile Banking: The Differential Effects of Technological and Non-Technological Factors on Digital Natives’ Perceptions and Behavior. Journal of Research in Interactive Marketing, 12(3), 328-346.
• Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters. Journal of Marketing, 64(3), 50-64.
• Moore, G.C. & Benbasat, I. (1991). Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation. Information System Research, Vol. 2 No. 3, Pp. 192-222
• Ninan, N., Roy, J. C., & Cheriyan, N. K. (2020). Influence Of Social Media Marketing On The Purchase İntention Of Gen Z. International Journal Of Advanced Science And Technology, 29(1), 1692-1702.
• Nurdin, A. (2019). The Use of Social Media Digital Native and Digital Immigrant Muslim Generation in Surabaya. In Proceeding of International Conference on Da’wa and Communication (Vol. 1, No. 1).
• Obeidat, M. S., & Young, D. W. (2017). An Assessment of the Recognition and Use of Online Shopping By Digital İmmigrants and Natives in India and China. Journal of International Consumer Marketing, 29(5), 293–302.
• Ozcan, H. P., Celik, S. S., & Ozer, A. (2019). Bireysel Müşterilerin Mobil Bankacılık Kullanım Niyetini Etkileyen Faktörler/Factors Affecting the Intention of Mobile Banking Use of the Individual Banking Customers. Çankırı Karatekin Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 9(2), 475-507.
• Özbek, E., & Karaarslan, M. H. (2020). Dijital Yerliler ve Dijital Göçmenlerin Bankacılık Mobil Uygulama Kullanma Motivasyonlarının Belirlenmesi. Bankacılık ve Sigortacılık Araştırmaları Dergisi, (14), 44-59.
• Özkan, B., & Al-Futaıh, A. A. (2020). Mobil Bankacılık Kullanımında Müşteri Memnuniyeti İle İlişkili Faktörlerin Değerlendirilmesi. Turkish Journal of Marketing, 5(3), 222-238.
• Pedró, F. (2011). The New Millennium Learners: Challenging Our Views on ICT and Learning (No. 2432). Inter-American Development Bank.
• Prensky, M. (2001). Digital Natives, Digital Immigrants. On The Horizon, 9(5), 1–6. Https://Doi.Org/10. 1108/10748120110424816.
• Prensky, M. (2010) Teaching Digital Natives: Partnering For Real Learning. California: Corwin A SAGE Company.
• Puschel, J., Mazzon, J., & Hernandez, J. C. (2010). Mobile Banking: Proposition of an Integrated Adoption İntention Framework. International Journal of Bank Marketing, 28(5), 389–409.
• Raju, M. G., & Reddy, I. L. (2022). Mobile Banking Use by Rural Students. Journal of Algebraıc Statıstıcs, 13(1), 817-828.
• Rogers, E. M. (1983). Diffusion of Innovations. New York: The Free Press.
• Rogers, E.M. (1995), Diffusion of Innovations, 4th Ed., the Free Press, New York, NY.
• Rogers, E.M. (2003). Diffusion of Innovations (5th Ed.). New York: Free Press
• Rogers, E. M. (1962), Diffusion of Innovations, New York: The Free Press.
• Sachse, S., Alt, R., & Puschmann, T. (2012). Towards Customer-Oriented Electronic Markets: A Survey among Digital Natives in the Financial Industry. 25th Bled Econference Edependability: Reliable and Trustworthy Estructures, Eprocesses, Eoperations and Eservices for the Future June 17, 2012 – June 20, 2012; Bled, Slovenia.
• Shankar, A., & Kumari, P. (2016). Factors Affecting Mobile Banking Adoption Behavior in India. The Journal of Internet Banking and Commerce, 21(1).
• Shanmugam, A., Savarimuthu, M. T., & Wen, T. C. (2014). Factors Affecting Malaysian Behavioral Intention to Use Mobile Banking With Mediating Effects of Attitude. Academic Research International, 5(2), 236.
• Shen, Y.C., Huang, C.Y., Chu, C.H. & Hsu C.T. (2010). A Benefit–Cost Perspective of the Consumer Adoption of the Mobile Banking System, Behaviour & Information Technology, 29 (5), 497-511
• Silva Bidarra, S. H., Muñoz-Leiva, F., & Liébana-Cabanillas, F. (2013). Analysis and Modeling of the Determinants of Mobile Banking Acceptance. The International Journal of Management Science and Information Technology (IJMSIT), (8-(Apr-Jun)), 1-27.
• Smith, K. T. (2019). Mobile Advertising to Digital Natives: Preferences on Content, Style, Personalization, and Functionality. Journal of Strategic Marketing, 27(1), 67-80.
• Smith, K. T. (2022). Mobile Advertising to Hispanic Digital Natives. Journal of International Consumer Marketing, 34(1), 1-10.
• Söylemez, C., & TAŞKIN, E. (2020). Tüketicilerin Mobil Bankacılık Uygulamalarını Kullanma Niyetini Etkileyen Faktörler: Uluslararası Bir Karşılaştırma. Eskişehir Osmangazi Üniversitesi İktisadi Ve İdari Bilimler Dergisi, 15(2), 411-436.
• Şıker, P. (2011). Müşterilerin İnternet Bankacılığını Benimsemelerine Yönelik Keşifsel Bir Araştırma. Journal of Internet Applications and Management, 2(2), 35-50.
• Talwar, S., Talwar, M., Kaur, P., & Dhir, A. (2020). Consumers’ Resistance to Digital Innovations: A Systematic Review and Framework Development. Australasian Marketing Journal (AMJ), 28(4), 286-299.
• Tan, M., & Teo, T. S. (2000). Factors Influencing the Adoption of Internet Banking. Journal of the Association for Information Systems, 1(1), 5.
• Taylor, S., & Todd, P. A. (1995). Understanding İnformation Technology Usage: A Test of Competing Models. Information Systems Research, 6(2), 144- 176.
• Taylor, S., &Todd, P. A. (1995). Decomposition and Crossover Effects in the Theory of Planned Behavior: A Study of Consumer Adoption Intentions. International Journal of Research in Marketing, 12(2), 137-155
• Thornham, H., & Mcfarlane, A. (2010). Discourses of The Digital Native: Use, Non-Use, And Perceptions of Use İn BBC Blast. Information, Communication & Society, 14(2), 258–279
• Tonta, Y. (2009) Dijital Yerliler, Sosyal Ağlar Ve Kütüphanelerin Geleceği. Türk Kütüphaneciliği 23 (4), 742-768.
• Vijayasarathy, L. R. (2004). Predicting Consumer İntentions to Use On-Line Shopping: The Case for an Augmented Technology Acceptance Model. Information and Management, 41(6), 747–762
• Virtanen, E. (2021). Social Media as a Source of Information and Coping with the Extensive Amount of Information Related To the Covid-19 Pandemic: Differences between Digital Immigrants and Digital Natives. Master’s Thesis in Governance of Digitalization, Faculty of Social Sciences, Business and Economics Åbo Akademi University.
• Vodanovich, S., Sundaram, D., & Myers, M. (2010). Research Commentary: Digital Natives and Ubiquitous Information Systems. Information Systems Research, 21(4), 711–723.
• Wang, Y.S., Wang, Y.M., Lin, H.H. & Tang, T.I. (2003). Determinants of User Acceptance of Internet Banking: An Empirical Study. International Journal of Service Industry Management, 14(5), 501-519.
• Windasari, N. A., Kusumawati, N., Larasati, N., & Amelia, R. P. (2022). Digital-Only Banking Experience: Insights from Gen Y and Gen Z. Journal of Innovation & Knowledge, 7(2), 100170.
• Yılmaz, V., & Kinaş, Y. (2021). Kısmi En Küçük Kareler Yapısal Eşitlik Modellemesiyle Mobil Bankacılık Kullanımının Araştırılması. Gazi İktisat ve İşletme Dergisi, 7(2), 133-149.
• Yousafzai, S. Y., Foxall, G. R., & Pallister, J. G. (2010). Explaining Internet Banking Behavior: Theory of Reasoned Action, Theory of Planned Behavior, or Technology Acceptance Model? Journal of Applied Social Psychology, 40(5), 1172-1202.
• Yu, C. S. (2014). Consumer Switching Behavior from Online Banking to Mobile Banking. International Journal of Cyber Society and Education, 7(1), 1-28.
• Yussaivi, A. M., Lu, C. Y., Syarief, M. E., & Suhartanto, D. (2021). The Use of Contemporary Mobile Banking Service in Islamic Banks: Perspective of Young Customers. International Journal of Applied Business Research, 39-53.
• Zandhessami, H., & Geranmayeh, P. (2014). Determinants of User Acceptance of Internet Banking: An Empirical Study. Management Science Letters, 4(7), 1369-1374.
• Zhang, L., Zhu, J., & Liu, Q. (2012). A Meta-Analysis of Mobile Commerce Adoption and the Moderating Effect of Culture. Computers in Human Behavior, 28, 1902–1911.
• Zhou, T. (2011). An Empirical Examination of Initial Trust in Mobile Banking. Internet Research, 21(5): 527-540. İnternet kaynakları
• https://www.alomaliye.com/2021/11/16/eylul-2021-dijital-internet-ve-mobil-bankacilik-istatistikleri, (erişim tarihi 9 Haziran 2022).