Extending the Expectation Confirmation Model to Examine Continuous Use Mobile Banking: Security, Trust, and Convenience

This study analyzes the factors that influence the use of mobile banking services. Research focus on students because students are one of the promising young age segments and many use technologies. This mobile banking service is needed by users to increase the mobility of the use of services at the bank for all financial transactions. The developed mobile banking must have several factors that must be met, among others: security factors in transactions and personal data information from users, user data confidentiality factors, risk factors in service use, trust factors of service users, service usability factors, and service factors in mobile banking. Data collection by distributing questionnaires using Google forms and the results obtained were 340 respondents. The analysis was performed using quantitative techniques with SEM with analysis software is SMARTPLS 3.0. The analysis shows that there are four factors that significantly influence the use mobile banking, namely Security and Confidentiality, Perceived Trust, Perceived Risk, Services Mobile Banking. In addition, there is one factor that the Perceived of use smartphones does not affect the use of services mobile banking. The results show that users need the security and confidentiality of personal data and transactions carried out. This will indirectly increase user confidence in mobile banking, and the bank must reduce or eliminate all risks caused by mobile banking services. Knowing the influence of these factors can increase mobile usage in mobile services and increase usage interest, and the bank knows which services can be improved.

Mobile banking is an innovation of banking services developed to facilitate the activities and financial transactions of customers. Mobile banking offers a high degree of ease and flexibility so it can be used anywhere and anytime through the practices of each user. The continued use of mobile banking is influenced by several important factors including expectation-confirmation, satisfaction, and perceived usefulness. The study aims to test the role of the above three factors in their influence on sustainable intentions among mobile banking users in Indonesia. The explanatory research with this quantitative approach involved 326 respondents in an online questionnaire-based survey. Using partial least square (PLS-SEM) as the data analysis technique, this study explains that perceived usefulness and satisfaction have a significant influence on continuous usage intention while expectation-confirmation has no significant effect on the continuous intention.

This research examines the effect of digital financial literacy and customer protection on customer trust, with mobile banking serving as a mediating variable. A quantitative approach was employed using a field survey of individuals aged 17 to 44 in Sukabumi who use mobile banking services. From this population, 151 respondents were selected through non-probability sampling focusing on purposive sampling to qualify the mobile banking users. Data were collected via an online questionnaire and analyzed with Smart PLS software. The findings reveal that respondents’ digital financial literacy is categorized as good and has a significant positive influence on both mobile banking usage and customer trust. Moreover, digital financial literacy positively affects customer protection. The results also show that mobile banking usage enhances customer trust, while customer protection contributes positively to mobile banking usage.In addition, the study identifies several mediated relationships: digital financial literacy affects customer trust through mobile banking usage; customer protection influences customer trust through mobile banking usage; and digital financial literacy impacts mobile banking usage through customer protection. Finally, digital financial literacy also shapes customer trust when mediated simultaneously by customer protection and mobile banking usage.

Objective: this study investigates the factors that influence the continued use of mobile banking services in Indonesia. It aims to understand why users adopt these services and what may cause them to discontinue. Theoretical approach: the research combines the UTAUT and SQB models within the DFT framework. Method: data were collected from 509 mobile banking users in Indonesia using a convenience sampling method and an online survey. The analysis employed PLS-SEM to test the research hypotheses. Results: the study found that the effort expected from users influences their perception of performance and intention to continue using mobile banking. Habits play a significant role in keeping users engaged, while familiarity with the service makes it difficult for them to stop using it. The intention to continue using mobile banking emerged as a key factor for long-term use. This research integrates the UTAUT model and SQB to better understand why users adopt or discontinue mobile banking services. It highlights the psychological factors that drive user decisions. Conclusion: this study offers unique insights into the behavioral patterns of mobile banking users in Indonesia. It sheds light on the factors that encourage or hinder ongoing usage. The integration of the UTAUT and SQB models has not been studied, particularly in Indonesia. This gap underscores the significance of this research. The study offers actionable advice for banks and regulators to enhance user engagement. It aims to minimize resistance to change and foster the growth of Indonesia’s digital economy.

BackgroundContinued use of mHealth apps can achieve better effects in health management. Gamification is an important factor in promoting users’ intention to continue using mHealth apps. Past research has rarely explored the factors underlying the continued use of mobile health (mHealth) apps and gamification’s impact mechanism or path on continued use.ObjectiveThis study aimed to explore the factors influencing mHealth app users’ intention to continue using mHealth apps and the impact mechanism and path of users’ feelings induced by gamification on continued mHealth app use.MethodsFirst, based on the expectation confirmation model of information system continuance, we built a theoretical model for continued use of mHealth apps based on users’ feelings toward gamification. We used self-determination theory to analyze gamification’s impact on user perceptions and set the resulting feelings (competence, autonomy, and relatedness) as constructs in the model. Second, we used the survey method to validate the research model, and we used partial least squares to analyze the data.ResultsA total of 2988 responses were collected from mHealth app users, and 307 responses were included in the structural equation model after passing the acceptance criteria. The intrinsic motivation for using mHealth apps is significantly affected by autonomy (β=.312; P<.001), competence (β=.346; P<.001), and relatedness (β=.165; P=.004) induced by gamification. The intrinsic motivation for using mHealth apps has a significant impact on satisfaction (β=.311, P<.001) and continuance intention (β=.142; P=.045); furthermore, satisfaction impacts continuance intention significantly (β=.415; P<.001). Confirmation has a significant impact on perceived usefulness (β=.859; P<.001) and satisfaction (β=.391; P<.001), and perceived usefulness has a significant impact on satisfaction (β=.269; P<.001) and continuance intention (β=.273; P=.001). The mediating effect analysis showed that in the impact path of the intrinsic motivation for using the mHealth apps on continuance intention, satisfaction plays a partial mediating role (β=.129; P<.001), with a variance accounted for of 0.466.ConclusionsThis study explored the impact path of users’ feelings induced by gamification on the intention of continued mHealth app use. We confirmed that perceived usefulness, confirmation, and satisfaction in the classical continued use theory for nonmedical information systems positively affect continuance intention. We also found that the path and mechanism of users' feelings regarding autonomy, competence, and relatedness generated during interactions with different gamification elements promote the continued use of mHealth apps.

Mobile banking has become one of the most transformative innovations in the financial technology landscape, yet sustaining users' continuance intention remains a major challenge for digital banking providers. This study aims to analyze the influence of perceived enjoyment and behavioural control on users' continuance intention to use BRImo, a leading mobile banking application in Indonesia. Employing a quantitative explanatory design, data were collected from 100 BRImo users in Samarinda using a structured Likert-scale questionnaire distributed both offline and online. The instrument passed validity and reliability testing, and data were analyzed using multiple linear regression, accompanied by t-tests, F-tests, and R² evaluation. The findings indicate that both perceived enjoyment and behavioural control exert a positive and significant effect on continuance intention (β = 0.346; p = 0.002 and β = 0.404; p = 0.000, respectively). The simultaneous influence of the two variables was confirmed through the F-test (F = 76.190; p &lt; 0.001). The model demonstrates strong explanatory power, with an R² value of 0.603, indicating that the two predictors explain 60.3% of users' continuance intention, while the remaining 39.7% may be attributed to variables such as trust, satisfaction, habit, and service quality. These results highlight the critical roles of hedonic experience and perceived behavioural control in shaping post-adoption behaviour in mobile banking services. The study extends the applicability of TAM and TPB in a post-adoption context and provides practical implications for digital banking providers to enhance user experience, emotional engagement, and perceived control to strengthen long-term usage.

The popularity and acceptance of mobile shopping apps have surged widely due to mobile technology advancement and the COVID-19 outbreak. Retaining customers would be challenging for all mobile shopping app platform operators, particularly in the post-Covid era. However, research on the continuance of mobile shopping apps must be addressed. Hence, the Shopee mobile shopping app was adopted as a case study to examine antecedent factors of continuance intention leading to its continuance use among consumers. This quantitative study was conducted in Klang Valley, Malaysia, and data was collected via a self-administered Google Form. The study included 386 respondents and was analysed using Partial Least Squares Structural Equation Model (PLS-SEM). Customer loyalty, the success quality factors of the information system, incentives, trust, and satisfaction positively affect Shopee's mobile shopping app's continuance intention. Furthermore, it is found that continuance intention does indeed have a crucial effect on continuance use. However, the study reported that perceived enjoyment did not influence continuance intention. The objective of this research is achieved as it manages to generate valuable knowledge on continuance intention and use. This paves the way for more effective development of sustainable user retention strategies.

This study conducted in Surakarta, Indonesia aimed to examine the relationship between digital skills and mobile banking usage using Confirmatory Factor Analysis. The study revealed that operational mobile skills, information navigation skills, creative skills, and social skills were the factors that influenced mobile banking usage. However, despite the rapid development of mobile banking, there was still a digital divide. The study recommends modifying the index through Exploratory Factor Analysis for future research. The findings emphasize the significance of digital skills in mobile banking and can be useful for policymakers, mobile banking service providers, and users in Surakarta, Indonesia. This study contributes to the understanding of the relationship between digital skills and mobile banking usage and highlights the need for digital skill development in accessing mobile banking services in Surakarta, Indonesia.

PurposeThe COVID-19 crisis has sped up digital transformation and technologies by several years. Customers have dramatically shifted to online channels, and businesses have quickly responded by offering additional canals for online shopping and payment. Customers have also been exhibiting greater preferences for contactless payments, and mobile banking has therefore become a norm in both developed and developing countries. This study aims to understand the antecedents of mobile banking actual usage in an early adoption stage setting (i.e. Morocco) through a comprehensive conceptual model combining the unified theory of acceptance and use of technology, the DeLone and McLean IS success model and additional constructs extracted from extent literature. The moderating effects of age, gender and education are also examined and analyzed using multigroup analysis.Design/methodology/approachBased on data collected from 616 Moroccan users, the authors empirically tested the proposed conceptual model using structural equation modeling.FindingsFirst, consumer M-banking actual usage has a significant effect on customer satisfaction and attitudinal loyalty; at the same time, attitudinal loyalty was significantly influenced by customer satisfaction. Second, while M-banking actual usage was significantly influenced by effort expectancy, social influence, facilitating conditions, hedonic motivation, price value, habit, service quality, trust, attitude and perceived security, the results show no significant impact of system quality and information quality. Third, the relationship between M-banking actual usage and its antecedents was significantly moderated by age, gender and education.Practical implicationsThe findings help bank practitioners to understand the importance of meeting customers’ needs and expectations as a prerequisite in enhancing actual usage, satisfaction and attitudinal loyalty. More importantly, the authors emphasize the need for demographically oriented strategies to target different demographic segments of customers.Originality/valueThe study bridges a gap in M-banking literature by offering a thorough understanding of consumers’ mobile banking use during the pandemic. The findings provide evidence of the applicability of the conceptual model proposed in this research. Furthermore, the reflection of the moderating effects of gender, age and education emphasizes the mobile banking usage disparities among dissimilar demographic segments.

Mobile banking had a significant increase during the Covid-19, therefore Bank Nagari had to improve its performance by maintaining e-satisfaction This study tests the e-satisfaction model for mobile banking Bank Nagari services users during Covid-19, which is influenced by mobile banking service quality and online relationship quality. Data were analyzed using AMOS's 26 version structural equation model (SEM) as the software used and the type of this study is quantitative explanatory. The sampling technique uses quota sampling with a sample number of 120 respondents who used mobile banking during the Covid-19. The results showed that mobile banking service quality and online relationship quality positively and significantly affected e-satisfaction. This model can be used for Bank Nagari as strategic management to improve customer satisfaction in mobile banking by improving mobile banking service quality and online relationship quality. This study extends the literature related to the e-satisfaction model in using mobile banking services, especially for customers of Bank Nagari.

This study investigates the factors influencing the continued use of Islamic mobile banking services in Indonesia, focusing on the role of religiosity and digital literacy within the Expectation Confirmation Model (ECM) framework. Despite technical disruptions, many users continue to use Islamic mobile banking services, raising questions about the underlying drivers of behavior. This study uses a quantitative approach with a survey method. Using purposive sampling, data were collected from 505 Islamic mobile banking users in Indonesia. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the relationship between variables. The results showed that religiosity and Perceived Usefulness significantly influenced user satisfaction. In addition, user satisfaction directly increases IS Continuance Intention, meaning that the more satisfied users are with the service, the higher their intention to continue using it. Furthermore, this study tests the Expectation Confirmation Model (ECM) by integrating religiosity and digital literacy as important external factors, extending its application to Islamic digital services. The research findings show that user values (religiosity) and digital skills (literacy) significantly shape satisfaction and intention to continue beyond technical performance. Further research can explore users' psychological and behavioral aspects that contribute to user decisions in using Islamic mobile banking services in the digital era.

This study aims to analyze how the Islamic banking customer accepts mobile banking services and their behavior in using them. This study also aims to test the effect of Technology Acceptance Model (TAM) theory with spiritual motivation on customer intentions. This study uses quantitative methods with primary data obtained through the distribution of online questionnaires to Islamic banking customers who use mobile banking services. The data analysis technique used is Structural Equation Modeling – Partial Least Square (SEM-PLS). Islamic bank customers who receive and use mobile banking services are influenced by perceptions of convenience, perceived usefulness, attitudes, and intentions such as the Technology Acceptance Model theory. The level of spiritual motivation in this study can affect the intentions of Islamic bank customers as mobile banking users in Indonesia. This research is expected to be useful as additional information is needed to improve services for customers. This study examines Islamic bank customers who use mobile banking services and becomes the latest research after the merger of Islamic banks in Indonesia.

Provision of mobile banking services from an actor–network perspective: Implications for convergence and standardization

PurposeThe purpose of this paper is to identify which factors influence mobile banking adoption and examine those factors for segmentation, using a sample of Indian consumers.Design/methodology/approachIn total, 59 statements were identified based on a literature review, focus group discussions and personal interviews. Exploratory factor analysis was conducted to identify the relevant factors. An online survey of 367 mobile phone users in India was conducted. Confirmatory factor analysis was conducted using structural equation modeling. Appropriate statistical techniques (hierarchical cluster analysis, k-means cluster analysis) were used to segment the users. A profile of each segment was developed based on demographics, mobile banking services used, and attitude and intentions toward mobile banking. Further, a post hoc test was used to test the variation between the obtained clusters and user attitudes and intentions toward mobile banking. The demographic characteristics of users within each cluster were also examined.FindingsMobile users were segmented into three clusters based on their perceptions of various factors influencing mobile banking. These segments were labeled as technology adoption (TA) leaders, TA followers and TA laggards. The results show that both attitude and intentions toward mobile banking significantly differs across the three segments. In terms of relative positioning, TA leaders have the most favorable attitudes and intentions followed by TA followers, and TA laggards. Age was found to significantly influence TA and usage.Research limitations/implicationsThe findings of the study are based on responses from young, educated and salaried Indian consumers from large metro cities. Therefore, it is important to include respondents from smaller cities and towns to be able to generalize the findings. The sample is skewed toward users having accounts with private banks and hence, a balanced representation of respondents from public and private sector banks would help in identifying gaps pertaining to each sector. In future research, attempting to compare the results with other developing and developed countries may be beneficial.Practical implicationsThe results offer service providers better knowledge about typical mobile banking user segments, providing banks with ideas for customizing their services to meet customer expectations.Originality/valueThis paper provides insights into factors that influence mobile banking adoption in India, which has not been investigated. In contrast to earlier studies conducted on internet banking, this study attempts to examine the perceptions, attitudes and intentions of mobile users. Although traditional TA models and theories of technology diffusion have been used, this study attempts to tailor the model specifically for mobile banking.

This research aim to determine effect of perceived usefulness, perceived ease of use, perceived of security and trust to customer adoption to mobile banking service. This research involved 100 bank customer that used mobile banking service. This research used Statistical Product Program. The population in this study are the mobile banking user in Palembang. This research sample consist 100 respondents. The result showed that perceived usefulness, perceived ease of use, perceived of security and trust have significant effect to customer adoption to mobile banking service. Partially variable of perceived usefulness, perceived of security and trust have positive effect to customer adoption to mobile banking service, but perceive of ease of use has negative effect. Banks should build customer trust and communicate the usefulness of mobile banking to customer. Banks should increase customer perceive of easy to use by communicate the way to use mobile banking, make the mobile banking appearance simple and easier to use.