The influence of perceived usefulness on digital banking adoption: The mediating role of attitude in an extended TAM–TPB framework

Abstract

The rapid expansion of digital banking has transformed the financial services landscape in Malaysia, creating a need to better understand the factors that influence consumer adoption. This study examines the effect of perceived usefulness on digital banking adoption and investigates the mediating role of attitude within an integrated Technology Acceptance Model (TAM) and Theory of Planned Behaviour (TPB) framework. A quantitative research design was employed, and data were collected from Malaysian digital banking users through a structured questionnaire. The measurement instrument demonstrated excellent reliability and validity, with the perceived usefulness construct achieving a good Cronbach’s alpha value. Structural equation modelling was used to test the proposed relationships among the constructs. The findings reveal that perceived usefulness significantly and positively influences users’ attitudes toward digital banking services. Furthermore, attitude was found to play a significant mediating role in the relationship between perceived usefulness and intention to use digital banking. The results suggest that consumers are more likely to adopt digital banking when they perceive it as beneficial, efficient, and convenient, and when these perceptions translate into favourable attitudes. The study contributes to the digital banking literature by extending the explanatory power of TAM through the integration of TPB and by providing empirical evidence from Malaysia’s evolving fintech environment. The findings offer practical implications for financial institutions and policymakers seeking to enhance digital banking adoption through improved service utility and positive user experiences.