Analysis of intrinsic factors of mobile banking application users' continuance intention: An evaluation using an extended Expectation Confirmation Model

2017 ◽  
Author(s):  
Muhammad Baharudin Jusuf ◽  
Nilamsari Putri Utami ◽  
Achmad Nizar Hidayanto ◽  
Muhammad Rifki Shihab
Keyword(s):  
Mobile Banking ◽  
Continuance Intention ◽  
Intrinsic Factors ◽  
Expectation Confirmation

Mobile Banking Continuance Intention

2021 ◽  
Vol 14 (1) ◽  
pp. 55-69
Author(s):  
Mousa Ahmed Albashrawi
Keyword(s):  
Interaction Effect ◽  
User Satisfaction ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Banking ◽  
Perceived Ease Of Use ◽  
Continuance Intention ◽  
Factors Affecting ◽  
Practical Implications ◽  
Expectation Confirmation

User satisfaction is crucial to reinforce continued usage intention of mobile banking (MB). Since IS literature has overlooked continued usage intention of MB and its significance to reflect the success of MB system, it would be important to further the research in this area. This study employs both customization and security, two concerned factors among customers, to examine their impact on satisfaction and MB continuance intention. Extended expectation-confirmation model in IT domain (ECM-IT), developed from TAM and ECM, is used to evaluate the factors affecting satisfaction which in turn affects MB continuance intention. With a sample of a mid-sized US bank customers, regression results reveal that efficiency quality with its underlying factors of perceived usefulness and perceived ease of use are significant predictors of satisfaction. The interaction effect is significant for customization, but not for security. Theoretical and practical implications are communicated.

Factors Influencing Younger Users’ Continued Adoption of e-Health: A Study on Hospital Public Platform in a Large Public Hospital in China (Preprint)

2021 ◽  
Author(s):  
Ruan Yuan ◽  
Xie Qian ◽  
Wu Caibo
Keyword(s):  
Significant Influence ◽  
Perceived Usefulness ◽  
Public Hospitals ◽  
Equation Modeling ◽  
Behavior Control ◽  
Continuance Intention ◽  
Perceived Trust ◽  
Perceived Behavior Control ◽  
Expectation Confirmation ◽  
Perceived Behavior

BACKGROUND With the rapid development of the internet, hospital public platform (HPP) has been designed for the use in top state-owned public hospitals since 2009 to provide patients with appointment registrations, test result inquiry, online payment, online consultation and other services. This study was conducted to measure continued adoption and to identify factors that influence patients’ continued adoption of HPP. OBJECTIVE This study was conducted to measure continued adoption and to identify factors that influence patients’ continued adoption of HPP. METHODS Expectancy Confirmation Theory (ECM-ISC) and Theory of Planned Behavior (TPB) was used to assess the users’ continued adoption of HPP. A questionnaire was distributed to patients in Beijing Friendship Hospital, which measured constructs, including perceived usefulness, expectation confirmation, satisfaction, continuance intention, subject norm, perceived behavior control and adoption behavior. Structural equation modeling (SEM) was performed to test the theoretical model. RESULTS The expectation confirmation significantly affected perceived usefulness, and satisfaction significantly affected continuance intention, while perceived usefulness had no significant effect on satisfaction and continuance intention. The subjective norm and perceived behavior control had significant influence on continuance intention. Perceived trust significantly affected satisfaction and continuance intention. The expectation confirmation had no significant impact on satisfaction, but it could affect satisfaction indirectly through perceived trust. Habit had a significant influence on adoption behavior and had a significant moderate effect between continuance intention and adoption behavior. CONCLUSIONS The findings of this study provide an applied guideline for the successful application of e-health systems in public hospitals in cities. It also creates an opportunity for e-health service providers to have a better understanding of their patients, which may have far-reaching and positive implications for China’s ongoing reforms.

scholarly journals What keeps Islamic mobile banking customers loyal?

2019 ◽  
Vol 10 (2) ◽  
pp. 525-542 ◽  
Author(s):  
Mohamed Asmy Bin Mohd Thas Thaker ◽  
Md Fouad Bin Amin ◽  
Hassanudin Bin Mohd Thas Thaker ◽  
Anwar Bin Allah Pitchay
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Mediating Effect ◽  
Primary Data ◽  
Islamic Banking ◽  
Intention To Use ◽  
Mobile Banking ◽  
Continuance Intention ◽  
Banking Services ◽  
Content Type

Purpose This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. Design/methodology/approach The primary data are collected from the survey administered to 250 customers in the Klang Valley and the analysis is conducted using partial least squares (PLS). Findings Based on the findings, continuance intention of using Islamic mobile banking services was found to be depended on the usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, the mediating effect of Islamic mobile banking services continuance adoption is significantly influenced by customer satisfaction and trust. Research limitations/implications The sample size and area of study become the obvious limitations, and interpretation of the results and conclusion cannot be as generalised. In addition, as the respondents of this study are existing customers who have used Islamic mobile banking services at least once, relying on the perception of one key informant might imply cognitive biases. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the customers’ continuance intention in using Islamic mobile banking services. Practical implications By understanding these continuance intention factors amongst the customers, it would help the industry player particularly Islamic banking to plan and strategise appropriate policies and support necessary programmes on diversifying and promoting financial transaction using mobile banking services amongst their existing and potential customers. Originality/value This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focuses on loyalty towards Islamic mobile banking services. The paper is considered to be the first attempt to examine the factors that influence Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services.

Revisiting expectation confirmation model to measure the effectiveness of multichannel bank services for elderly consumers

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Neena Sinha ◽  
Nidhi Singh
Keyword(s):  
Mobile Banking ◽  
Adaptation Theory ◽  
Banking Services ◽  
Content Type ◽  
Hedonic Adaptation ◽  
Commercial Success ◽  
Long Run ◽  
Growth Curve Modelling ◽  
Adoption Satisfaction ◽  
Expectation Confirmation

PurposeThis study aims to understand the expectations of elderly bank customers with mobile banking services and to measure its impact on their long-term satisfaction and continued intention. The study is based on two theories, expectations-confirmation theory (ECT) and hedonic adaptation theory.Design/methodology/approachA self-administered longitudinal survey was completed with a sample of 208 elder customers who do not use mobile banking services. Latent growth curve modelling approach was used to determine the change in their post-adoption experience over four time points.FindingsResults of the study confirm that the use of mobile banking services prolongs the duration of customer satisfaction and continued intention level, post-adoption, reinforcing the hedonic adaptation theory.Research limitations/implicationsMobile banking services are going to be a significant component of the multichannel banking agenda. But it might be interesting to review other digital channels of banking services. The key contribution of this study is that it measures the expectation-confirmation link of elderly customers with mobile banking services. The study sheds light on factors that positively influence customer inclination and adoption of multichannel banking services in the long run, which is important for the commercial success of such channels.Practical implicationsThe study highlights the importance of elder customers' pre-expectations, related dimensions which are important for post-adoption experiences of mobile banking services to improve customers' satisfaction and continued intention in the long run. This is crucial for the commercial success of banks.Originality/valueThis is the first such study that used the expectation confirmation model (ECT) and related it with hedonic adaptation theory to assess elderly customer's post-adoption satisfaction and continued usage of mobile banking services over time.

The post-adoption behavior of internet banking users through the eyes of self-determination theory and expectation confirmation model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Samar Rahi ◽  
Majeed Mustafa Othman Mansour ◽  
Malek Alharafsheh ◽  
Mahmoud Alghizzawi
Keyword(s):  
Internet Banking ◽  
Self Determination ◽  
Financial Advisors ◽  
Research Model ◽  
Continuance Intention ◽  
Banking Services ◽  
Content Type ◽  
Use Of Internet ◽  
Internet Banking Services ◽  
Expectation Confirmation

PurposeIn this era of digital technology, the banking sector has revolutionized its operations by using web-based Internet banking services. However, the success of these financial services is dependent on Internet banking user continuance intention instead of initial adoption. The current study develops a theoretical framework based on three well-known theories, namely the expectation–confirmation theory, self-determination theory (SDT) and the commitment trust theory, to investigate Internet banking user continuance intention towards use of Internet banking services.Design/methodology/approachFollowing positivist paradigm, a research survey was conducted towards Internet banking users of commercial banks. In response, 355 valid observations were retrieved and used for data analysis. For data analysis, this study has used a latest statistical approach, namely structural equation modelling (SEM).FindingsThis study has confirmed that factors underpinning the commitment trust theory, SDT and expectation–confirmation model have significant impact on Internet banking user continuance intention. The research model explained 68.4% of variance in determining Internet banking user continuance intention, which is substantial. The effect size analysis (f2) indicates that perceived usefulness is the most important factor among all other exogenous variables. The predictive relevance of the research model was found substantial Q2 50.3%. These findings confirmed that the research model has substantial power to predict Internet banking user continuance intention.Practical implicationsFrom a managerial perspective, findings of this research give deeper insight into financial advisors, bank managers and policy- makers to understand human motivation and expectation–confirmation factors in order to retain customers and gain return on Information Technology (IT) investment. Additionally, results suggest that attention should be given on user trust, which in turn boosts user intention towards continuance use of Internet banking services. Extension of the self-determination framework contributes to theory and augments e-commerce literature, especially in a post-adoption setting.Originality/valueThere are several studies that investigate Internet banking user pre-adoption behaviour. Therefore, less is discussed about the Internet banking user’s post-adoption behaviour. Findings of this study help financial advisors to comprehensively understand which factor influences Internet banking user behaviour towards continue use of Internet banking services.

Examining internet banking user’s continuance intention through the lens of technology continuance theory and task technology fit model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Samar Rahi ◽  
Mazuri Abd Ghani
Keyword(s):  
User Satisfaction ◽  
Internet Banking ◽  
Perceived Usefulness ◽  
Matrix Analysis ◽  
Research Model ◽  
Continuance Intention ◽  
Content Type ◽  
Task Technology Fit ◽  
And Task ◽  
Expectation Confirmation

Purpose The long-term success of internet banking (IB) services is connected with continuous use. Therefore, examining factors which influence IB user continuance intention is important. Grounded in technology continuance theory, bank transparency and task technology fit (TTF) model, the purpose of this study is to develop a unified technology continuance model to investigate IB user continuance intention. Design/methodology/approach The research model was empirically tested with 348 responses. Respondents included in this study had prior experience with IB services. For hypotheses testing, the structural equation modelling approach was used. Findings Findings indicate that the research model has substantial power in explaining IB user continuance intention. Importance performance matrix analysis revealed that bank transparency had the highest importance in determining IB user continuance intention. Therefore, factors like user satisfaction and perceived usefulness have shown a medium level of importance in determining IB user continuance intention. Satisfaction is influenced by perceived usefulness and confirmation and established a significant impact on IB user continuance intention. Practical implications The findings of this research are useful for bank managers and policymakers to develop and design IB services according to user’s expectations. Results demonstrate that expectation confirmation and perceived usefulness are antecedents of IB user satisfaction and IB user continuance intention. In addition to that bank, transparency has shown a significant effect on user expectation and IB user continuance intention. These findings established that accuracy in sharing bank information and clarity in transaction charges encourage the user to continue the use of IB services. Originality/value The current study develops a unified technology continuance model based on the TTF model and technology continuance theory and investigates IB user continuance intention. Moreover, bank transparency is added in the technology continuance model and established a significant impact towards user expectation confirmation and continuance intention. These findings contribute to the limited body of research in the context of IB user continuance intention and enrich information system literature.

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