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

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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.

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Notes

  1. Shaikh and Karjaluoto (2015:131) defined mobile banking as “a product or service offered by a bank or a microfinance institution for conducting financial and non-financial transactions using mobile devices”.

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  1. Department of Management, Bahir Dar University, Bahir Dar, Ethiopia

    Zeleke Siraye Asnakew

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Asnakew, Z.S. Customers’ Continuance Intention to Use Mobile Banking: Development and Testing of an Integrated Model. Rev Socionetwork Strat 14, 123–146 (2020). https://doi.org/10.1007/s12626-020-00060-7

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