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Continuous usage intention of Internet banking: a commitment-trust model

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  • Yang Yuan

    (Soochow University)

  • Fujun Lai

    (Soochow University
    University of Southern Mississippi)

  • Zhaofang Chu

    (Soochow University)

Abstract

With the rapid explosion of the online technology, Internet Banking (IB) has been prevalent in recent years and attracts much research attention. Although intensive studies have investigated the determinants of users’ initial acceptance of IB service, much less research has further explored the continuous usage of IB service. This study focuses on the continuous IB service usage intention by examining the role of users’ psychological cognition (e.g., trust and commitment) in improving their continuous usage intention of IB service. Integrating the commitment-trust theory and the unified theory of acceptance and use of technology, we argue that besides contributive effects to continuous usage intention, psychological cognition mediates the influences of usage experiences (e.g., perceived service value, quality of alternatives, and anxiety) on continuous usage intention. This model was tested using survey data from 173 non-traditional college students who were all full-time employees with several years of working experience. The results confirm the contributive and mediating effects of trust and commitment on continuous IB service usage intention. The study contributes to the literature by highlighting the role of trust and commitment in predicting IB service continuous usage, and the findings provide useful implications for bank management in retaining online customers.

Suggested Citation

  • Yang Yuan & Fujun Lai & Zhaofang Chu, 2019. "Continuous usage intention of Internet banking: a commitment-trust model," Information Systems and e-Business Management, Springer, vol. 17(1), pages 1-25, March.
    • Handle: RePEc:spr:infsem:v:17:y:2019:i:1:d:10.1007_s10257-018-0372-4
    DOI: 10.1007/s10257-018-0372-4
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    References listed on IDEAS

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    2. Shaikh, Aijaz A. & Glavee-Geo, Richard & Karjaluoto, Heikki & Hinson, Robert Ebo, 2023. "Mobile money as a driver of digital financial inclusion," Technological Forecasting and Social Change, Elsevier, vol. 186(PB).
    3. Huosong Xia & Yangmei Gao & Justin Zuopeng Zhang, 2023. "Understanding the adoption context of China’s digital currency electronic payment," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 9(1), pages 1-27, December.
    4. Mashaal A. M. Saif & Nazimah Hussin & Maizaitulaidawati Md Husin & Ayed Alwadain & Ayon Chakraborty, 2022. "Determinants of the Intention to Adopt Digital-Only Banks in Malaysia: The Extension of Environmental Concern," Sustainability, MDPI, vol. 14(17), pages 1-32, September.
    5. Xuechao Sui & Xianhui Geng, 2021. "Continuous usage intention to e-transaction cards in wholesale markets of agriproducts: empirical evidence from China," Future Business Journal, Springer, vol. 7(1), pages 1-13, December.
    6. Supreet Sandhu & Sangeeta Arora, 2022. "Customers' usage behaviour of e‐banking services: Interplay of electronic banking and traditional banking," International Journal of Finance & Economics, John Wiley & Sons, Ltd., vol. 27(2), pages 2169-2181, April.
    7. Stefan Seebacher & Ronny Schüritz & Gerhard Satzger, 2021. "Towards an understanding of technology fit and appropriation in business networks: evidence from blockchain implementations," Information Systems and e-Business Management, Springer, vol. 19(1), pages 183-204, March.
    8. Kajol, K. & Singh, Ranjit & Paul, Justin, 2022. "Adoption of digital financial transactions: A review of literature and future research agenda," Technological Forecasting and Social Change, Elsevier, vol. 184(C).
    9. Filotto, Umberto & Caratelli, Massimo & Fornezza, Fabrizio, 2021. "Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy," European Management Journal, Elsevier, vol. 39(3), pages 366-375.
    10. Mohammad Ali Ashraf, 2023. "Comprehending the intention to use branchless banking by rural people during the corona pandemic: evidence from Bangladesh," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(1), pages 99-116, March.

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