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This study examines the factors of mobile banking adoption by 1162 bank customers during the Covid-19 pandemic. The data collection was analyzed using PLS-SEM with Smart PLS 4.0. This study extends the decomposed theory of planned behavior (DTPB) model by disease risk, trust, and a five-dimensional perceived risk. Based on the findings, disease risk, attitude, perceived behavior control, and trust influence customers' intention to use mobile banking, whereas subjective norm and perceived risk had little impact. Disease risk has the greatest influence indicating the danger posed by the pandemic in using cash as payment. As a result, banks must focus on mobile banking innovation tailored to customer needs, user-friendly, easier to navigate and enable banking services for daily use.
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Sebayang et al. (2024) studied this question.
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