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Customers’ Continuance Intention to Use Mobile Banking: Development and Testing of an Integrated Model

Zeleke Siraye Asnakew ()
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Zeleke Siraye Asnakew: Bahir Dar University

The Review of Socionetwork Strategies, 2020, vol. 14, issue 1, 123-146

Abstract: Abstract Drawing upon the technology acceptance model and trust theory, the present study develops a model to examine the effects of antecedent variables in customers’ continuance intention to use mobile banking service channels. Utilizing data from 202 respondents, an integrated approach of PLS-SEM analysis and mediation analysis using Hayes’ PROCESS macro in SPSS was employed to test the proposed model. Results revealed that the two constructs perceived ease of use and perceived usefulness from the technology acceptance model (TAM) in conjunction explained 68.9% of the variance in attitude. Results also revealed that attitude and trust were found to jointly explain 50% of variance in continuance intention to use mobile banking. Moreover, 53.2% of the variation in trust was jointly explained by structural assurances and bank’s reputation. The mediation analysis from Hayes’ PROCESS macro indicated that attitude and trust mediate the relationship between continuance intention and the respective antecedent variables.

Keywords: Mobile banking; Continuance intention; Trust; TAM (search for similar items in EconPapers)
Date: 2020
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DOI: 10.1007/s12626-020-00060-7

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