To use or not to use: understanding the factors affecting continuance intention of mobile banking

Abstract

The purpose of this study is to figure out the determinants that affect the customers in mobile banking. This research offers a theoretical understanding on the conceptual model regarding the formation of relationship quality and continuance intention towards m-banking by simultaneously considering service quality, perceived risk and technology readiness as exogenous impacts. Based on the online survey of 390 m-banking experienced participants, this study uses the structural equation modelling approach to test the research model. The results show that technology readiness and service quality has indirectly significant influence on continuance intention through the mediation of relationship quality, consisting of satisfaction and trust. Hence, perceived risk had surprisingly no significant impact on relationship quality. This study represents a thorough understanding on the research model of continuance intention, and the managerial implications of mobile banking to researchers and practitioners are discussed.