A Study on Enabling Factors Affecting the Adoption of IPPB’s Doorstep Banking Services In India

The rapid expansion of digital financial services has transformed India’s banking landscape, particularly through initiatives aimed at advancing financial inclusion. India Post Payments Bank (IPPB), through its doorstep banking model, represents a unique agent-assisted and government-backed approach to delivering financial services to underserved populations. This study develops a conceptual framework to examine the enabling factors influencing the adoption of IPPB’s doorstep banking services in India. Drawing upon the Technology Acceptance Model (TAM), the Unified Theory of Acceptance and Use of Technology (UTAUT), the study proposes a multi-level adoption model that integrates customer awareness, technological accessibility, socio-economic context, and regulatory support. The framework identifies perceived usefulness, perceived ease of use, and trust as key mediating mechanisms influencing adoption behaviour. Trust in India Post as a public institution and the visibility of regulatory backing emerge as critical drivers of user confidence. The study extends traditional technology adoption models by situating them within an agent-mediated digital ecosystem characteristic of emerging economies.