Social Capital: A Framework for Sustained Digital Banking Adoption and Use

Abstract Social networks—or more broadly, social capital—influence individuals' access to technology and affect their use of digital banking services. Through a comprehensive literature review on social capital and technology acceptance, the research identifies an enduring gap in social dynamics shaping long term banking behavior and trust building around digital platforms within society. The composition of social capital encompasses trust, shared values, and influences from communities, enables and enhances utilization of digital banking services beyond mere adoption. With these, this research can explain how social interaction facilitates the alternation between initial adoption and continued trust-enhanced use. Strategic sociological understanding of the effectiveness of trust on customer engagement deepens with extending the usage of social capital concept into financial technology domain. This study proposes that considering social capitals enhances the digital services a bank intends make socially inclusive. Alongside sustaining the performance level of existing services, yielding meaningful frameworks strategically increases enduring relevance for the services.