Analysis of the determinants of behavioral intention to use digital financial channels: user perspectives

Abstract This article investigates the determinants of behavioral intention and perceived trust in the use of digital financial channels. Descriptive statistics and structural equation modeling were used, with a diverse sample of 674 participants. The results indicate that performance expectancy and facilitating conditions have positive effects on the behavioral intention to use digital financial channels. In contrast, effort expectancy did not demonstrate a significant influence, while social influence had a negative effect on behavioral intention. However, effort expectancy and social influence positively impacted perceived trust. These findings suggest that users tend to show greater intention to use digital financial channels when they have greater availability of resources and technical infrastructure, as well as ease of access and perceived trust. Therefore, financial sectors, information systems developers and government bodies should establish policies, applications and regulations that promote trust in the intended use of digital financial channels.