Title: An empirical examination of consumer post-adoption of mobile banking

Authors: Manel Hamouda; Rym Srarfi Tabbane

Addresses: ESCT, University of Manouba, Campus Universitaire de La Manouba, 2010 La Manouba, Tunisia ' ESEN, University of Manouba, Campus Universitaire de La Manouba, 2010 La Manouba, Tunisia

Abstract: The aim of this paper is to examine mobile banking post-adoption phase by incorporating post-use trust as a central variable among mobile banking factors (system quality, information quality, service quality and interface design) and relationship variables namely loyalty and commitment. The proposed model was tested empirically through a quantitative study. Data was collected using an online survey from users of mobile banking. A total of 145 valid questionnaires were analysed using partial least square structural equation modelling. The empirical results revealed a significant and positive relationship between service quality, interface design and post-use trust of mobile banking. Post-use trust has, in turn, a significant impact on establishing a long-term relationship with mobile banking services as a positive relationship was found between post-use trust and both loyalty and commitment.

Keywords: mobile banking; m-banking; post-adoption; commitment; system quality; post-use trust; loyalty; information quality; service quality; interface design; quantitative; partial least squares; PLS.

DOI: 10.1504/IJBIS.2025.144867

International Journal of Business Information Systems, 2025 Vol.48 No.3, pp.283 - 303

Received: 08 Oct 2020
Accepted: 02 Jul 2021
Published online: 06 Mar 2025 *

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