Determinants of Mobile Banking Usage in Malaysia: Health, Social, and Technology Factors

Mobile banking can sustain financial services during disruptions, yet usage remains uneven across customer segments. This study examines mobile banking usage among Malaysian bank customers during the COVID-19 pandemic, using an integrated Health Belief Model (HBM), Technology Acceptance Model (TAM), and Unified Theory of Acceptance and Use of Technology (UTAUT). A branch-intercept survey of 421 users (June–December 2022) was analyzed using partial least squares structural equation modeling (PLS-SEM). Perceived ease of use (PEOU) and perceived usefulness (PU) were the strongest predictors of usage, and facilitating conditions provided additional enablement. Health beliefs affected usage mainly through PU and PEOU. Cues to action increased PU but not PEOU; social influence improved PEOU, while its expected positive link with PU was not supported. Overall, crisis-era mobile banking reflects both technology evaluation and protective motives, underscoring the importance of usability and practical support.