Determinants of Fintech Service Adoption in Public Sector Banks A Conceptual Model–Based Empirical Analysis

The emergence of financial technology (Fintech) has significantly transformed the banking industry by enhancing the efficiency, accessibility, and convenience of financial services. Public sector banks, which serve a large portion of the population in developing economies, are increasingly adopting Fintech solutions to remain competitive and promote financial inclusion. However, the adoption of Fintech services among customers of public sector banks remains uneven and influenced by multiple technological, behavioral, and psychological factors. This study aims to identify the key determinants influencing the adoption of Fintech services in public sector banks using a conceptual model derived from established technology adoption theories. The study examines the impact of perceived ease of use, perceived usefulness, performance expectancy, social influence, facilitating conditions, hedonic motivation, perceived risk, and perceived benefits on users’ attitudes and adoption of Fintech services. The research addresses critical gaps related to public sector banking, psychological factors, government policy influence, and sustained usage of Fintech applications. The proposed conceptual model is empirically validated using data collected from customers of selected public sector banks. The findings are expected to provide insights for banking institutions, policymakers, and Fintech developers to design more inclusive, secure, and user-centric digital banking solutions.