The impact of digital finance on traditional banking systems

Topic

This study investigates how Swiss consumers adopt digital banking services by applying the Technology Acceptance Model (TAM). It specifically analyzes how perceived ease of use and perceived usefulness influence behavioral intention. The research draws on a quantitative survey of 146 digital banking users in Switzerland.

Relevance

Traditional Swiss banks face increasing pressure from fintech competitors, evolving consumer expectations, and the demand for continuous innovation. Understanding what drives customers to adopt digital financial tools is critical for maintaining competitiveness. This research helps practitioners identify key determinants of user acceptance and offers strategic guidance on aligning digital offerings with market needs. The findings are especially relevant for institutions aiming to bridge the gap between legacy systems and modern digital banking practices.

Results

The results show that both perceived usefulness and perceived ease of use significantly influence behavioral intention to adopt digital banking. Perceived usefulness had the strongest effect. Mediation analysis confirmed that 28.6 percent of the effect of ease of use on behavioral intention is transmitted through usefulness. No significant differences were observed across demographic groups, indicating a broad acceptance of digital banking in Switzerland. Users emphasized the need for faster payments, simplified interfaces, and more personalized services.

Implications for practitioners

• Focus on developing features that offer clear functional benefits and time savings
• Invest in intuitive user interfaces to improve perceived ease of use
• Recognize that digitally mature users may require more advanced features beyond usability
• Align usability and utility enhancements for a combined impact on adoption
• Establish agile feedback loops to integrate evolving customer expectations into service design

Methods

The study employed a quantitative research design grounded in the Technology Acceptance Model (TAM). Data were collected through an online survey with 146 Swiss residents actively using digital banking. Constructs for perceived ease of use, perceived usefulness, and behavioral intention were measured with validated Likert-scale items. Statistical analysis was conducted using R. Correlation, multiple regression, interaction, and mediation models were applied. The study also tested for demographic differences and analyzed customer expectations as a moderating factor, though these effects were minimal. All data were anonymized, and the research followed ethical standards for voluntary participation.