Extending the Expectation Confirmation Model to Examine Continuous Use Mobile Banking: Security, Trust, and Convenience
DOI:
https://doi.org/10.29407/intensif.v9i1.23751Keywords:
Mobile banking, ECM, Perceived Security, Trust, Continuance IntentionAbstract
Background: Mobile banking adoption continues to grow, but user retention remains a challenge. Understanding the factors influencing continuance intention is crucial for improving long-term engagement. Prior research highlights the importance of confirmation, perceived usefulness, security, satisfaction, trust, and convenience, yet their interrelationships require further exploration. Objective: This study examines key determinants of users' intention to continue using mobile banking services, focusing on how confirmation, perceived usefulness, security, satisfaction, trust, and convenience influence this decision. Methods: A quantitative study was conducted using structural equation modeling (SEM) to analyze relationships among these factors. Data were collected from mobile banking users and assessed for statistical significance. Results: Confirmation significantly impacts perceived usefulness (0.576) and satisfaction (0.527). Perceived usefulness influences satisfaction (0.289) and continuance intention (0.396), while satisfaction also affects continuance intention (0.240). Trust plays a role (0.211), and perceived security strongly influences trust (0.651). Perceived convenience also impacts continuance intention (0.304), emphasizing its importance in user experience. Conclusion: Confirmation and security are critical for satisfaction and trust, which drive continued mobile banking use. Strengthening security, improving perceived usefulness, and fostering trust can enhance user retention. Future studies should explore additional variables, test the model across demographics, and assess the impact of emerging technologies like AI and blockchain. Longitudinal and experimental research may offer deeper insights into these evolving relationships.
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