Mobile Banking Discontinuation: Risk and Privacy as Drivers

Despite the widespread adoption of mobile banking as a prevalent payment method, a comprehensive understanding of user concerns and perceptions of service quality remains elusive. To address this gap, this study proposes a research model grounded in privacy calculus theory. The core focus of this research is to investigate customers' intentions to discontinue the use of mobile banking applications driven by perceived risks and diminished perceived benefits. Unlike the existing literature, which focuses on user satisfaction and continuance intention, this study explicitly examines discontinuation intention as predicted by these factors. Utilizing data collected from 436 mobile banking users across various banks in Kuwait, the study identifies robust predictors of the intention to discontinue mobile banking. Risk and privacy emerged as the most significant determinants. Contrary to initial hypotheses, factors such as interactivity, enjoyment, and system availability did not demonstrate significant impacts on users' discontinuation intentions.