Unlocking the success of mobile banking: a comprehensive meta-analysis

Purpose Banks continue to face challenges in promoting mobile banking (m-banking) adoption, retaining existing users and identifying factors driving use in today’s digitized world. This study aims to conduct a meta-analysis to present a conceptual framework considering the factors contributing to m-banking success, incorporating the Delone and McLean (D&M) information systems (IS) success model with perceived trust and security. Design/methodology/approach Meta-analysis is adopted to combine and synthesize findings from a total of 56 publications sourced from the Scopus database. Furthermore, the influence of country’s innovation level and economic level as moderating variables has been studied. Findings The findings highlight the vital roles of perceived trust and security alongside service, information and system quality. Furthermore, the nuanced interplay of these different factors and their collective impact on m-banking success has also been depicted. This study evaluates the relationships between antecedents of IS success model, perceived trust, perceived security and user satisfaction, intention to use, use of m-banking. It also helps to identify new opportunities for future research in m-banking domain. Practical implications This research work can aid financial institutions design effective m-banking services and strategies to enhance adoption. Originality/value To the best of the authors’ knowledge, this study is one of the first studies to carry out a thorough review and consolidation of studies on D&M model in the m-banking context. The study unveils substantial impact of national innovation and economic levels on the success of m-banking and provides new insights to researchers and practitioners in the m-banking domain.