Examining the Determinants of the Customer’s Continuance Intention in Mobile Banking: Integrating ECM and D&M Model

Abstract

The purpose of the study is to investigate the determinants of the customer’s continuance intention (CIN) behavior to use mobile banking applications. The study established and validated an extended framework based upon the combination of expectation-confirmation model (ECM) and DeLone & McLean information system success model (D&M Model) by including trust and self-efficacy. A total number of 448 users of mobile banking participated in this research. Based upon the applicable data gathered from a survey, structural equation modeling (SEM) was used to test the proposed research. The results indicate that perceived usefulness, confirmation, system quality, and information quality are the main predictors of satisfaction (SAT). Furthermore, the results revealed that SAT, trust, and self-efficacy have significant impact on CIN.