Authors: Tao Zhou; Yong Liu
Addresses: School of Management, Hangzhou Dianzi University, Hangzhou, 310018, China ' Comag, Department of Computer Science and Engineering, University of Oulu, Oulu, Finland
Abstract: The success of mobile banking services is, in part, dependent on getting users to continue using mobile services. Drawing on the expectation confirmation theory (ECT) and flow theory, this research examines the factors affecting the continuance intention of mobile banking users. The results indicate that expectation confirmation affects perceived usefulness, which affects satisfaction and the continuance intention. In addition, perceived ease of use and trust affect flow, which further predicts the continuance intention. The results imply that service providers need to concern themselves with both perceived utility and user experience in order to facilitate continuance usage of their mobile banking services.
Keywords: mobile banking; m-banking; continuance usage; expectation confirmation theory; ECT; flow theory; service technology; bank services; mobile services; m-services; perceived usefulness; customer satisfaction; continuance intention; perceived ease of use; trust; perceived utility; user experience.
International Journal of Services Technology and Management, 2014 Vol.20 No.4/5/6, pp.199 - 214
Available online: 10 Apr 2015 *Full-text access for editors Access for subscribers Purchase this article Comment on this article