Promoting Positive ESG Management Practice on the Customer's Behavioral Intention to Adopt Mobile Payment Systems Post- COVID-19 Pandemic in Nigeria

Abstract

This study examines the influence of Environmental, Social, and Governance (ESG) management practices on customers’ intention to adopt banking services, with a focus on the mediating roles of perceived ease of use, perceived risk, and perceived usefulness within the framework of the Technology Acceptance Model (TAM). Drawing data from a sample of banking customers and members of the general public, the study employed structural equation modeling to analyze both direct and indirect relationships among the constructs. The results reveal that ESG management practices significantly enhance perceived ease of use, perceived risk, and perceived usefulness. While perceived usefulness and perceived risk significantly predict intention to adopt, perceived ease of use does not show a direct effect. Mediation analysis further indicates that perceived usefulness and perceived risk significantly mediate the relationship between ESG practices and customer intention, whereas perceived ease of use does not. These findings underscore the importance of ESG-driven value and risk communication in promoting customer adoption of sustainable banking services. The study provides both theoretical and practical implications for banks seeking to integrate ESG considerations into their service design and customer engagement strategies.