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Customers’ Continuance Intention to Use Mobile Banking: Development and Testing of an Integrated Model

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  • Zeleke Siraye Asnakew

    (Bahir Dar University)

Abstract

Drawing upon the technology acceptance model and trust theory, the present study develops a model to examine the effects of antecedent variables in customers’ continuance intention to use mobile banking service channels. Utilizing data from 202 respondents, an integrated approach of PLS-SEM analysis and mediation analysis using Hayes’ PROCESS macro in SPSS was employed to test the proposed model. Results revealed that the two constructs perceived ease of use and perceived usefulness from the technology acceptance model (TAM) in conjunction explained 68.9% of the variance in attitude. Results also revealed that attitude and trust were found to jointly explain 50% of variance in continuance intention to use mobile banking. Moreover, 53.2% of the variation in trust was jointly explained by structural assurances and bank’s reputation. The mediation analysis from Hayes’ PROCESS macro indicated that attitude and trust mediate the relationship between continuance intention and the respective antecedent variables.

Suggested Citation

  • Zeleke Siraye Asnakew, 2020. "Customers’ Continuance Intention to Use Mobile Banking: Development and Testing of an Integrated Model," The Review of Socionetwork Strategies, Springer, vol. 14(1), pages 123-146, April.
    • Handle: RePEc:spr:trosos:v:14:y:2020:i:1:d:10.1007_s12626-020-00060-7
    DOI: 10.1007/s12626-020-00060-7
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    3. Saif, Mashaal A.M. & Hussin, Nazimah & Husin, Maizaitulaidawati Md & Muneer, Amgad & Alwadain, Ayed, 2024. "Beyond conventions: Unravelling perceived value's role in shaping digital-only banks' adoption," Technological Forecasting and Social Change, Elsevier, vol. 203(C).
    4. Jung-Chieh Lee & Yuyin Tang & SiQi Jiang, 2023. "Understanding continuance intention of artificial intelligence (AI)-enabled mobile banking applications: an extension of AI characteristics to an expectation confirmation model," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.

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