Explaining customer’s continuance intention to use mobile banking apps with an integrative perspective of ECT and Self-determination theory

Rajeev Ranjan Kumar, D Israel, Garima Malik

Abstract


Digital payments evolve as the next generation system to take over the global commerce landscape in the same manner in which internet and mobile telephony had dominated the traditional communication domains. The use of mobile banking apps has spurred the digital medium across the globe and resulted in a fundamental shift in retailing practices. The purpose of this paper is to comprehend various factors influencing the customer’s continuance intentionbehavior to use mobile banking apps. In this study, we developed a research model that encompasses the attributes of Expectation confirmation theory (ECT) and Self-determination theory (SDT). The research model was tested using survey data collected from 744 respondents across various demographics and analyzed using structural equation modeling (SEM) to understand the usage behavior of mobile banking apps in a multi-faceted business environment. The various hypothesis of the research model indicate that mobile banking apps continuance intention usage behavior is strongly influenced by the satisfaction, intrinsic and identified regulations, whereas satisfaction is influenced by the expectation-confirmation, trust, and quality. The research findings reveal that, “An enormous potential are available for marketing managers and researchers to tape these opportunities and plan for continual and sustainable growth of mobile banking apps.

Keywords


Mobile banking apps; Continuance intention; Self-determined regulations; Expectation confirmation; Satisfaction; Quality; Trust

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Kumar, R. R., Israel, D. and Malik, G. (2018). " Explaining customer’s continuance intention to use mobile banking apps with an integrative perspective of ECT and Selfdetermination theory," Pacific Asia Journal of the Association for Information Systems, 10(2), pp. 79-112.