Consumers’ attitude toward biometric banking services: an empirical evaluation of determinants and outcomes

Abstract

The study aims to evaluate consumers’ attitudes toward the biometric technology and to investigate how these authentication technologies influence the intention to use such technologies in the future. A survey using a questionnaire was conducted to collect data from 610 bank customers. The data, gathered offline, were analyzed using statistical techniques such as descriptive statistics, confirmatory factor analysis, and structural equation modeling. The findings indicate that attitude toward biometric authentication significantly influence perceived ease of use and security. In turn, perceived ease of use and security significantly impact perceived usefulness, which affects the intention to use biometric authentication technology for banking services. The study suggests that banking service providers should leverage the positive beliefs of users by integrating biometric technologies (face recognition, fingerprinting, and iris scans) for transactions in banking applications. This research contributes to the literature by specifically examining the impact of biometric authentication techniques on the technology acceptance model (TAM) determinants and the intention to use these technologies. The findings offer fresh insights for various stakeholders, facilitating the effective and successful implementation of these technological advancements in emerging economies.