Investigating Mobile Banking Continuance Intention: A Mixed-Methods Approach

Abstract

Building on IS research, this study investigates m-banking continuance from an emerging market perspective. Using a mixed-methods approach, the study presents m-banking continuance phenomenon through an integrated model. Study 1 focuses on qualitative interviews of mobile banking users, whereas study 2 empirically tests the conceptual model derived from literature and the results of study 1. Study 1 reveals three additional constructs, perceived ubiquity, perceived autonomy, and perceived security concerns to the existing literature-based constructs. However, the results of study 2—a survey of 390 m-banking users—provide empirical evidence to support the hypotheses drawn in the proposed conceptual model. The results reveal that perceived ubiquity, perceived usefulness, satisfaction, facilitating conditions, perceived security concerns, and trust have emerged as significant direct influencers on m-banking continuance. Moreover, the study offers practical academic and managerial implications regarding m-banking.

Customer Satisfaction and Intention to Use Mobile Financial Services: A Systematic Literature Review

“…The International Journal of Bank Marketing placed first with four (04) articles, International Journal of Information Management, Journal of Business Research, and South Asian Journal of Marketing with two (02) articles each, and the rest 48 journals with a single article each. (Alkhazaleh & Haddad, 2021;Boujaddaine & Taqi, 2021;Geebren et al, 2021;Hidayat-ur-Rehman et al, 2021;Himel et al, 2021;Jahan & Shahria, 2021;Lan & Giang, 2021;Metlo et al, 2021;Naruetharadhol et al, 2021;Rabaa'i & AlMaati, 2021;Soekarno et al, 2021) 2020 16 (Adjei et al, 2020;Akhter et al, 2020;Alonso-Dos-Santos et al, 2020;Asnakew, 2020;De Leon et al, 2020;Hassan & Wood, 2020;Khan & Chaipoopirutana, 2020;Le et al, 2020;H. Lee et al, 2020;Omigie et al, 2020;Ryu & Ko, 2020;Saadilah et al, 2020;Samsudeen et al, 2020;Singh & Srivastava, 2020;Tun, 2020aTun, , 2020b 2019 9 (Alwi et al, 2019;Baabdullah et al, 2019;Bhuvana & Vasantha, 2019;De Leon, 2019;Foroughi et al, 2019;Lim et al, Kim et al, 2019;Poromatikul et al, 2019;Sharma, 2019…”

Continuance Intention of Mobile Banking Applications in Indonesia: Integrated TAM-Delone and Mclean Model

“…Perceived usefulness is the degree to which an individual perceives the technology as being able to improve his or her performance (Rahi et al, 2021;Davis et al, 1989). Several studies on mobile banking user behavior have investigated the effect of perceived usefulness on satisfaction (Hidayat-ur-Rehman et al, 2021;Yin and Lin, 2022;Bouhlel et al, 2023). Results from previous studies show that perceived usefulness is a significant predictor of user satisfaction with mobile banking.…”

Factors Affecting Learners’ Adoption of an Educational Metaverse Platform: An Empirical Study Based on an Extended UTAUT Model

“…According to expectation confirmation theory, users' continued intention to purchase a certain product or service largely depends on their satisfaction with previous purchases; low satisfaction may lead users not to use the product or service anymore [99]. At the same time, with the improvement of information systems, many empirical studies have tested factors that affect users' intention to continue to use a certain information system based on satisfaction [103,104]. For example, Deng developed and tested a research model to investigate the effects of users' experiences with information technology on their satisfaction with and continued intention to use the technology [102].…”