Determinants Influencing the Adoption of Fintech Services in Public Sector Banks: An Empirical Study

The digital transformation of the banking sector has accelerated significantly with the emergence of Financial Technology (Fintech), reshaping traditional banking operations and customer interactions. In India, public sector banks (PSBs) play a dominant role in financial inclusion and economic development. Although these banks have adopted various Fintech applications such as mobile banking, digital wallets, UPI platforms, and AI-enabled customer services, customer adoption remains inconsistent across demographic and regional segments. This study aims to examine the determinants influencing the adoption of Fintech services in public sector banks by integrating technological, behavioral, psychological, and social factors. Drawing upon established technology adoption theories, the study investigates the influence of perceived ease of use, perceived usefulness, performance expectancy, social influence, facilitating conditions, hedonic motivation, perceived risk, perceived benefits, attitude, and behavioral intention on Fintech adoption. The study addresses critical research gaps related to public sector banking, behavioral dimensions, government policy influence, and sustained Fintech usage. The findings are expected to offer valuable insights for policymakers, banking institutions, and Fintech developers to design inclusive, secure, and user-centric digital banking solutions.