How Human-Human, Human-Information, and Human-System Interaction affect Continuance Intention to Use Mobile Banking: The Mediatory Role of Perceived Usefulness, Ease of Use, and Privacy Security, Complemented by Personal Innovativeness, and Self-Efficacy

This study investigates the determinants of continuance intention (CI) to use mobile banking in Pakistan, a market where digital financial services are expanding rapidly but suffer from high discontinuance rates. The objective is to extend existing frameworks such as the Technology Acceptance Model (TAM) and the Expectation-Confirmation Model (ECM) by incorporating personal traits (personal innovativeness, self-efficacy) and interaction-based factors (human- human, human-information, human-system) to provide a deeper understanding of long-term mobile banking adoption. Data were collected from 350 active mobile banking users using purposive sampling to ensure representation across diverse demographic groups in urban and semi-urban Pakistan. Methodology employed a quantitative research design, using Partial Least Squares Structural Equation Modelling (PLS-SEM) via SmartPLS 4 to test measurement and structural models, evaluate reliability and validity, and examine mediation and moderation effects. Results reveal that perceived ease of use (PEOU) and perceived privacy/security (PPS) significantly drive CI, while perceived usefulness (PU), a central TAM construct, shows comparatively weaker influence. Personal innovativeness and self-efficacy strongly enhance perceptions of ease and security, and interaction dimensions improve trust and system satisfaction. Implicationssuggest that in Pakistan's trust-sensitive financial environment, digital trust and ease of access are more critical than usefulness in sustaining mobile banking usage. The study offered a multi-layered framework for technology acceptance, contributing both theoretical advancements and practical guidance for banks and FinTech developers in designing secure, user-centric, and inclusive mobile banking services tailored for emerging economies.