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The purpose of this paper is to develop a conceptual model that explains the most important factors affecting mobile banking adoption for Lebanese banking customers.

Based on the data collected through a survey, structural equations modeling and path analysis were utilized to test the hypotheses. In total, 320 questionnaires were collected from Lebanese customers.

The results show that digital literacy, resistance to change, perceived risk, perceived ease of use, and perceived usefulness were found to be the main variables affecting users’ attitudes toward adoption of mobile banking, whereas awareness and compatibility showed no significant impact on adoption. In addition, both subjective norms and personal innovativeness influenced users’ adoption moderated the relationships between usefulness attitude and ease of use attitude.

The study fills a gap in the literature by exploring e-readiness influence on adoption through testing the variable “digital literacy” and by examining the effect of the frequency of branch visits on the intention to adopt mobile banking. Social and individual variables, such as social influence and personal innovativeness, which were rarely examined in past studies, are employed in this research. All of our respondents were actual bank account holders.

Although many Lebanese small and medium-sized enterprises (SMEs) express concern about social and environmental issues and report intentions to engage in pro-environmental activities, other enterprises still resist to embed a culture of social responsibility. After the analysis of major scholarship in the field, this paper defines corporate social responsibility (CSR) culture and provides an overview of the contemporary debate on it.

Through exploratory study, this paper identifies reasons why Lebanese SMEs do not embody CSR into their culture. The empirical data were gathered through 18 in-depth interviews with questions based on the main research questions.

Findings reveal that resistance to change is one of the main drivers of resistance to CSR. Collective and organizational culture can source this resistance to CSR.

This paper contributes to filling the gap in the literature in relation to CSR in small-medium firms and in particular Lebanese SMEs.

This study aims to develop a customer-centric model based on an online customer experience (OCE) construct relating to e-loyalty, e-trust and e-satisfaction, resulting in improved Net Promoter Score for Indian digital banks.

This study used an online survey method to gather data from a sample of 485 digital banking users, from which usable questionnaires were obtained. The obtained data were subjected to thorough analysis using partial least squares structural equation modelling to further investigate the research hypotheses.

The main factors determining digital banks’ OCE were perceived customer centrality, perceived value and perceived usability. Additionally, relevant constructs were evaluated using importance-performance map analysis.

This study used convenience sampling for the urban population using digital banking services; therefore, the outcome may be generalized to a limited extent. To further strengthen digital banking, it would be valuable to imitate studies in other countries.

There is a lack of research on digital banking and OCE in India; thus, this study will help rectify this issue while providing valuable insights. This study differs from others in that it examines the connections between online customer satisfaction, loyalty, trust and the bottom line of financial institutions using these factors as dependent variables instead of traditional measures.