Factors influencing continuance intention to use mobile banking: an extended expectation-confirmation model with moderating role of trust

• Published in: Humanities & social sciences communications Vol. 11; no. 1; pp. 276 - 14
• Main Authors: Nguyen, Giang-Do, Dao, Thu-Hien Thi
• Format: Journal Article
• Language: English
• Published: London Palgrave Macmillan 01-12-2024; Springer Nature
• Subjects: Adaptation; Banking industry; Banks; Behavior; Customer services; Financial services; Growth rate; Hypotheses; Mobile commerce; Smartphones; Technology Acceptance Model; United States > US; Vietnam
• ISSN: 2662-9992; 2662-9992
• DOI: 10.1057/s41599-024-02778-z

This study explores the impacts of user adaptation and its antecedents, including perceived usefulness, self-efficacy, and subjective norm on continuance intention towards mobile banking. Based on (1) extended expectation-confirmation model, (2) adaptive structuration theory for individuals, and (3) decomposed theory of planned behavior, and by incorporating user adaptation and trust perspectives, this study proposes and validates a research model by using convenient and snowball sampling techniques, face-to-face survey with a sample of 523 consumers of large banks in Vietnam. The partial least squares structural equation modeling SmartPLS 4.0 software is employed for data analysis. The research findings reveal that (1) except for subjective norm, perceived usefulness, satisfaction, adaptation, and self-efficacy significantly impact continuance intention; (2) trust moderates the relationship between adaptation and continuance intention. Theoretical and managerial implications are provided to broaden the information technology continuance literature, suggesting how banks should sustain strong relationships with mobile banking customers.