{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,1,8]],"date-time":"2026-01-08T06:05:02Z","timestamp":1767852302414,"version":"3.49.0"},"reference-count":60,"publisher":"Emerald","issue":"10","license":[{"start":{"date-parts":[[2023,4,28]],"date-time":"2023-04-28T00:00:00Z","timestamp":1682640000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["K"],"published-print":{"date-parts":[[2024,10,30]]},"abstract":"Purpose<\/jats:title>This paper aims to understand the facilitators and inhibitors that might influence customers' adoption of smart banking services (SBS) in Pakistan.<\/jats:p><\/jats:sec>Design\/methodology\/approach<\/jats:title>Semi-structured interviews were conducted with 33 bank customers in Multan and Lahore using a case study design. Cases were selected using a purposive sampling strategy with maximum variation. A thematic content analysis (TCA) was performed to analyze the qualitative data.<\/jats:p><\/jats:sec>Findings<\/jats:title>The findings of this study support the notion that SBS has become a sine qua non of 21st-century banking owing to performance expectancy, effort expectancy, social influence, price value, facilitating conditions, habit and hedonic motivation. However, information privacy concerns and big brother effect impair customers' cognitive, personal and social experiences, creating an obstacle toward SBS adoption.<\/jats:p><\/jats:sec>Research limitations\/implications<\/jats:title>Studying SBS adoption only in Pakistan represents the perspective of a developing country, which limits the generalizability of the findings.<\/jats:p><\/jats:sec>Practical implications<\/jats:title>Pakistani customers' demand for SBS can be linked to its performance. By\u00a0upgrading technology, banks can improve the usefulness of these services.<\/jats:p><\/jats:sec>Originality\/value<\/jats:title>The first scholarly inquiry explores the facilitators and inhibitors that could influence the adoption of SBS in Pakistan.<\/jats:p><\/jats:sec>","DOI":"10.1108\/k-11-2022-1618","type":"journal-article","created":{"date-parts":[[2023,4,27]],"date-time":"2023-04-27T21:21:33Z","timestamp":1682630493000},"page":"2969-2983","source":"Crossref","is-referenced-by-count":5,"title":["The adoption of smart banking services from a dual perspective: a\u00a0qualitative study"],"prefix":"10.1108","volume":"53","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-5652-8598","authenticated-orcid":false,"given":"Muhammad","family":"Hassaan","sequence":"first","affiliation":[]},{"given":"Gang","family":"Li","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0003-0964-2547","authenticated-orcid":false,"given":"Asif","family":"Yaseen","sequence":"additional","affiliation":[]}],"member":"140","published-online":{"date-parts":[[2023,4,28]]},"reference":[{"issue":"2","key":"key2024103003353562500_ref001","first-page":"115","article-title":"Factors affecting customers' adoption of internet banking in Pakistan","volume":"1","year":"2017","journal-title":"Pakistan Administrative Review"},{"issue":"2","key":"key2024103003353562500_ref002","doi-asserted-by":"crossref","first-page":"370","DOI":"10.1016\/j.tele.2015.09.005","article-title":"Acceptance of mobile banking framework in Pakistan","volume":"33","year":"2016","journal-title":"Telematics and Informatics"},{"issue":"2","key":"key2024103003353562500_ref003","doi-asserted-by":"crossref","first-page":"115","DOI":"10.1108\/02652321311298690","article-title":"The effect of motivation on trust in the acceptance of internet banking in a low-income country","volume":"31","year":"2013","journal-title":"International Journal of Bank Marketing"},{"issue":"2","key":"key2024103003353562500_ref004","doi-asserted-by":"crossref","first-page":"145","DOI":"10.1057\/fsm.2015.5","article-title":"Consumer adoption of Internet banking in Jordan: examining the role of hedonic motivation, habit, self-efficacy and trust","volume":"20","year":"2015","journal-title":"Journal of Financial Services Marketing"},{"issue":"3","key":"key2024103003353562500_ref005","doi-asserted-by":"crossref","first-page":"99","DOI":"10.1016\/j.ijinfomgt.2017.01.002","article-title":"Factors influencing adoption of mobile banking by Jordanian bank customers: extending UTAUT2 with trust","volume":"37","year":"2017","journal-title":"International Journal of Information Management"},{"issue":"8","key":"key2024103003353562500_ref006","doi-asserted-by":"crossref","first-page":"722","DOI":"10.1080\/0965254X.2020.1786847","article-title":"Strategic imperatives of mobile commerce in developing countries: the influence of consumer innovativeness, ubiquity, perceived value, risk, and cost on usage","volume":"29","year":"2021","journal-title":"Journal of Strategic Marketing"},{"issue":"1","key":"key2024103003353562500_ref007","first-page":"83","article-title":"Mobile learning technology readiness and acceptance among pre-service teachers in Pakistan during the COVID-19 pandemic","volume":"13","year":"2021","journal-title":"Knowledge Management and E-Learning: An International Journal"},{"issue":"3","key":"key2024103003353562500_ref008","doi-asserted-by":"crossref","first-page":"385","DOI":"10.1177\/146879410100100307","article-title":"Thematic networks: an analytic tool for qualitative research","volume":"1","year":"2001","journal-title":"Qualitative Research"},{"key":"key2024103003353562500_ref009","doi-asserted-by":"crossref","first-page":"418","DOI":"10.1016\/j.chb.2015.04.024","article-title":"Understanding mobile banking: the unified theory of acceptance and use of technology combined with cultural moderators","volume":"50","year":"2015","journal-title":"Computers in Human Behavior"},{"key":"key2024103003353562500_ref010","doi-asserted-by":"crossref","first-page":"219","DOI":"10.1016\/j.jbusres.2017.05.004","article-title":"A triadic framework for collaborative consumption (CC): motives, activities and resources and capabilities of actors","volume":"79","year":"2017","journal-title":"Journal of Business Research"},{"issue":"3","key":"key2024103003353562500_ref011","first-page":"11","article-title":"A model of adoption of technology in the household: a baseline model test and extension incorporating household life cycle","volume":"29","year":"2005","journal-title":"Management Information Systems Quarterly"},{"issue":"1","key":"key2024103003353562500_ref012","doi-asserted-by":"crossref","first-page":"42","DOI":"10.4067\/S0718-18762017000100004","article-title":"Security of smart banking applications in Slovakia","volume":"12","year":"2017","journal-title":"Journal of Theoretical and Applied Electronic Commerce Research"},{"issue":"3","key":"key2024103003353562500_ref013","doi-asserted-by":"crossref","first-page":"44","DOI":"10.1002\/(SICI)1522-7138(199722)11:3<44::AID-DIR7>3.0.CO;2-X","article-title":"Relationship marketing in consumer markets: a comparison of managerial and consumer attitudes about information privacy","volume":"11","year":"1997","journal-title":"Journal of Direct Marketing"},{"issue":"10","key":"key2024103003353562500_ref014","first-page":"1","article-title":"Pros and cons of Mobile banking","volume":"4","year":"2014","journal-title":"International Journal of Scientific and Research Publications"},{"issue":"5","key":"key2024103003353562500_ref057","doi-asserted-by":"crossref","first-page":"410","DOI":"10.1108\/MSQ-10-2012-0137","article-title":"Perceived risk, usage frequency of mobile banking services","volume":"23","year":"2013","journal-title":"Managing Service Quality: An International Journal"},{"issue":"1","key":"key2024103003353562500_ref015","first-page":"1","article-title":"Factors that influence the use of the Internet for job-seeking purposes amongst a sample of final-year students in the Eastern Cape province of South Africa","volume":"15","year":"2017","journal-title":"SA Journal of Human Resource Management"},{"issue":"1","key":"key2024103003353562500_ref016","doi-asserted-by":"crossref","first-page":"61","DOI":"10.1287\/isre.1060.0080","article-title":"An extended privacy calculus model for e-commerce transactions","volume":"17","year":"2006","journal-title":"Information Systems Research"},{"issue":"3","key":"key2024103003353562500_ref017","first-page":"307","article-title":"Effects of price, brand, and store information on buyers' product evaluations","volume":"28","year":"1991","journal-title":"Journal of Marketing Research"},{"issue":"7","key":"key2024103003353562500_ref018","doi-asserted-by":"crossref","first-page":"1386","DOI":"10.1108\/IJBM-10-2017-0215","article-title":"Mobile-banking adoption: empirical evidence from the banking sector in Pakistan","volume":"36","year":"2018","journal-title":"International Journal of Bank Marketing"},{"issue":"4","key":"key2024103003353562500_ref019","doi-asserted-by":"crossref","first-page":"123","DOI":"10.3991\/ijim.v12i4.8525","article-title":"Using the UTAUT2 model to determine factors affecting adoption of mobile banking services: a qualitative approach","volume":"12","year":"2018","journal-title":"International Journal of Interactive Mobile Technologies"},{"issue":"7","key":"key2024103003353562500_ref020","first-page":"1088","article-title":"Mobile banking services adoption in Pakistan: are there gender differences?","volume":"35","year":"2017","journal-title":"International Journal of Bank Marketing"},{"key":"key2024103003353562500_ref021","volume-title":"Qualitative Methods in Management Research","year":"1991"},{"issue":"1","key":"key2024103003353562500_ref022","doi-asserted-by":"crossref","first-page":"122","DOI":"10.1016\/j.dss.2012.04.010","article-title":"Three decades of research on consumer adoption and utilization of electronic banking channels: a literature analysis","volume":"54","year":"2012","journal-title":"Decision Support Systems"},{"issue":"3","key":"key2024103003353562500_ref023","doi-asserted-by":"crossref","first-page":"54","DOI":"10.20525\/ijrbs.v2i3.73","article-title":"Factors affecting adoption of mobile banking in Pakistan: empirical Evidence","volume":"2","year":"2013","journal-title":"International Journal of Research in Business and Social Science (2147-4478)"},{"issue":"3","key":"key2024103003353562500_ref024","first-page":"87","article-title":"A study on the factors affecting the intention to use smartphone banking: the differences between the transactions of account check and account transfer","volume":"7","year":"2012","journal-title":"International Journal of Multimedia and Ubiquitous Engineering"},{"issue":"2","key":"key2024103003353562500_ref025","doi-asserted-by":"crossref","first-page":"209","DOI":"10.5859\/KAIS.2015.24.2.209","article-title":"Antecedent factors influencing the continued use of smart banking by different mobile platforms: android OS vs iOS","volume":"24","year":"2015","journal-title":"The Journal of Information Systems"},{"issue":"7","key":"key2024103003353562500_ref026","doi-asserted-by":"crossref","first-page":"419","DOI":"10.1108\/07363760710834834","article-title":"Innovation resistance among mature consumers","volume":"24","year":"2007","journal-title":"Journal of Consumer Marketing"},{"issue":"3","key":"key2024103003353562500_ref027","first-page":"76","article-title":"Predicting retail banking customers' attitude towards Internet banking services in South Africa","volume":"17","year":"2013","journal-title":"Southern African Business Review"},{"issue":"1","key":"key2024103003353562500_ref028","doi-asserted-by":"crossref","first-page":"36","DOI":"10.1016\/j.ijmedinf.2014.09.004","article-title":"Modeling factors explaining the acceptance, actual use and satisfaction of nurses using an Electronic Patient Record in acute care settings: an extension of the UTAUT","volume":"84","year":"2015","journal-title":"International Journal of Medical Informatics"},{"issue":"15-16","key":"key2024103003353562500_ref029","doi-asserted-by":"crossref","first-page":"1460","DOI":"10.1080\/0267257X.2019.1667856","article-title":"Impact of privacy concerns on resistance to smart services: does the \u2018Big Brother effect\u2019 matter?","volume":"35","year":"2019","journal-title":"Journal of Marketing Management"},{"issue":"3","key":"key2024103003353562500_ref030","doi-asserted-by":"crossref","first-page":"623","DOI":"10.1002\/asi.23699","article-title":"Going beyond intention: integrating behavioral expectation into the unified theory of acceptance and use of technology","volume":"68","year":"2017","journal-title":"Journal of the Association for Information Science and Technology"},{"key":"key2024103003353562500_ref060","article-title":"A cross-cultural study of the intention to use mobile banking between Lebanese and British consumers: extending UTAUT2 with security, privacy and trust","volume-title":"Technology in Society","year":"2019"},{"issue":"1","key":"key2024103003353562500_ref031","first-page":"1263","article-title":"Impact of mobile banking on CUSTOMERS\u2019SATISFACTION","volume":"12","year":"2021","journal-title":"International Journal of Management (IJM)"},{"key":"key2024103003353562500_ref032","doi-asserted-by":"crossref","first-page":"103","DOI":"10.1016\/j.dss.2013.05.010","article-title":"Determinants of end-user acceptance of biometrics: integrating the \u201cBig 3\u201d of technology acceptance with privacy context","volume":"56","year":"2013","journal-title":"Decision Support Systems"},{"key":"key2024103003353562500_ref033","article-title":"The role of social media in internet banking transition during COVID-19 pandemic: using multiple methods and sources in qualitative research","volume":"60","year":"2021","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"5","key":"key2024103003353562500_ref034","doi-asserted-by":"crossref","first-page":"689","DOI":"10.1016\/j.ijinfomgt.2014.06.004","article-title":"Extending the understanding of mobile banking adoption: when UTAUT meets TTF and ITM","volume":"34","year":"2014","journal-title":"International Journal of Information Management"},{"key":"key2024103003353562500_ref035","doi-asserted-by":"crossref","first-page":"404","DOI":"10.1016\/j.chb.2016.03.030","article-title":"Mobile payment: understanding the determinants of customer adoption and intention to recommend the technology","volume":"61","year":"2016","journal-title":"Computers in Human Behavior"},{"key":"key2024103003353562500_ref036","volume-title":"Qualitative Research and Evaluation Methods","year":"2002"},{"key":"key2024103003353562500_ref037","article-title":"Integration of unified theory of acceptance and use of technology in internet banking adoption setting: evidence from Pakistan","volume":"58","year":"2019","journal-title":"Technology in Society"},{"issue":"4","key":"key2024103003353562500_ref038","doi-asserted-by":"crossref","first-page":"986","DOI":"10.1108\/IJQRM-03-2020-0074","article-title":"Extension of technology continuance theory (TCT) with task technology fit (TTF) in the context of Internet banking user continuance intention","volume":"38","year":"2020","journal-title":"International Journal of Quality and Reliability Management"},{"issue":"7","key":"key2024103003353562500_ref039","first-page":"157","article-title":"Preservice teachers' acceptance of learning management software: an application of the UTAUT2 model","volume":"6","year":"2013","journal-title":"International Education Studies"},{"key":"key2024103003353562500_ref040","doi-asserted-by":"crossref","first-page":"85","DOI":"10.1016\/j.jretconser.2019.04.018","article-title":"Analysing the acceptation of online games in mobile devices: an application of UTAUT2","volume":"50","year":"2019","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"1","key":"key2024103003353562500_ref041","doi-asserted-by":"crossref","first-page":"44","DOI":"10.1504\/IJECRM.2017.086751","article-title":"New determinants of ease of use and perceived usefulness for mobile banking adoption","volume":"11","year":"2017","journal-title":"International Journal of Electronic Customer Relationship Management"},{"key":"key2024103003353562500_ref042","unstructured":"Ritchie, J., Lewis, J., Nicholls, C.M. and Ormston, R. (2013), (Eds), in Qualitative Research Practice: A\u00a0Guide for Social Science Students and Researchers, Sage."},{"issue":"5","key":"key2024103003353562500_ref059","doi-asserted-by":"crossref","first-page":"788","DOI":"10.1108\/K-09-2014-0184","article-title":"A comparison of the different versions of popular technology acceptance models: a non-linear perspective","volume":"44","year":"2015","journal-title":"Kybernetes"},{"issue":"1","key":"key2024103003353562500_ref043","doi-asserted-by":"crossref","first-page":"58","DOI":"10.1108\/DTA-04-2018-0022","article-title":"M-banking barriers in Pakistan: a customer perspective of adoption and continuity intention","volume":"53","year":"2019","journal-title":"Data Technologies and Applications"},{"issue":"4","key":"key2024103003353562500_ref058","doi-asserted-by":"crossref","first-page":"335","DOI":"10.1080\/0144929X.2013.763861","article-title":"Attitudes towards mobile banking: are there any differences between users and non-users?","volume":"33","year":"2014","journal-title":"Behaviour and Information Technology"},{"issue":"4","key":"key2024103003353562500_ref044","doi-asserted-by":"crossref","first-page":"286","DOI":"10.1016\/j.ausmj.2020.06.014","article-title":"Consumers' resistance to digital innovations: a\u00a0systematic review and framework development","volume":"28","year":"2020","journal-title":"Australasian Marketing Journal (AMJ)"},{"key":"key2024103003353562500_ref045","article-title":"South African millennials' acceptance and use of retail mobile banking apps: an integrated perspective","volume":"111","year":"2020","journal-title":"Computers in Human Behavior"},{"issue":"1","key":"key2024103003353562500_ref046","first-page":"1","article-title":"The impact of communication channels on mobile banking adoption","volume":"34","year":"2016","journal-title":"International Journal of Bank Marketing"},{"issue":"1","key":"key2024103003353562500_ref047","doi-asserted-by":"crossref","first-page":"5","DOI":"10.1080\/1097198X.2010.10856507","article-title":"Unified theory of acceptance and use of technology: US vs China","volume":"13","year":"2010","journal-title":"Journal of Global Information Technology Management"},{"issue":"3","key":"key2024103003353562500_ref048","doi-asserted-by":"crossref","first-page":"425","DOI":"10.2307\/30036540","article-title":"User acceptance of information technology: toward a unified view","volume":"27","year":"2003","journal-title":"MIS Quarterly"},{"issue":"1","key":"key2024103003353562500_ref049","doi-asserted-by":"crossref","first-page":"157","DOI":"10.2307\/41410412","article-title":"Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology","volume":"36","year":"2012","journal-title":"MIS Quarterly"},{"issue":"11","key":"key2024103003353562500_ref050","doi-asserted-by":"crossref","first-page":"5456","DOI":"10.1016\/j.jbusres.2016.04.155","article-title":"Enablers and restrictors of mobile banking app use: a fuzzy set qualitative comparative analysis (fsQCA)","volume":"69","year":"2016","journal-title":"Journal of Business Research"},{"issue":"37","key":"key2024103003353562500_ref051","first-page":"3365","article-title":"An empirical analysis of mobile banking adoption in Vietnam","volume":"14","year":"2020","journal-title":"Gest\u00e3o e Sociedade"},{"key":"key2024103003353562500_ref052","first-page":"3","article-title":"Artificial intelligence adoption for FinTech industries-an exploratory study about the disruptions, antecedents and consequences","year":"2022"},{"issue":"2","key":"key2024103003353562500_ref053","first-page":"104","article-title":"Factors affecting individuals to adopt mobile banking: empirical evidence from the UTAUT model","volume":"13","year":"2012","journal-title":"Journal of Electronic Commerce Research"},{"issue":"3","key":"key2024103003353562500_ref054","doi-asserted-by":"crossref","first-page":"252","DOI":"10.1016\/j.ijinfomgt.2010.07.006","article-title":"An empirical investigation of mobile banking adoption: the effect of innovation attributes and knowledge-based trust","volume":"31","year":"2011","journal-title":"International Journal of Information Management"},{"key":"key2024103003353562500_ref055","doi-asserted-by":"crossref","first-page":"453","DOI":"10.1016\/j.chb.2015.08.039","article-title":"An empirical study on trust in mobile banking: a developing country perspective","volume":"54","year":"2016","journal-title":"Computers in Human Behavior"},{"issue":"3","key":"key2024103003353562500_ref056","first-page":"1","article-title":"Customer perception of mobile banking: an empirical study in National Capital Region Delhi","volume":"19","year":"2014","journal-title":"The Journal of Internet Banking and Commerce"}],"container-title":["Kybernetes"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/K-11-2022-1618\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/K-11-2022-1618\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T21:51:18Z","timestamp":1753393878000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/k\/article\/53\/10\/2969-2983\/1214127"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023,4,28]]},"references-count":60,"journal-issue":{"issue":"10","published-online":{"date-parts":[[2023,4,28]]},"published-print":{"date-parts":[[2024,10,30]]}},"alternative-id":["10.1108\/K-11-2022-1618"],"URL":"https:\/\/doi.org\/10.1108\/k-11-2022-1618","relation":{},"ISSN":["0368-492X"],"issn-type":[{"value":"0368-492X","type":"print"}],"subject":[],"published":{"date-parts":[[2023,4,28]]}}}