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Factors influencing continuance intention towards mobile banking services in China
Date Issued
2021
Citation
Wong, Chi bo, Law, Monica & Qi, Jinyan (2021 Mar 24). Factors influencing continuance intention towards mobile banking services in China. The Evolution Of Digital Entrepreneurship, Fintech And Finreg, Shue Yan University. https://digitalefin.hksyu.edu/wp-content/uploads/2021/03/Brain-FinTech-abstract.pdf.
Type
Conference Paper
Abstract
Mobile banking services have grown rapidly in China and 4G/5G networks have further
accelerated the phenomenon. Most previous studies have focused on factors that
motivate users to embrace mobile or Internet banking. However, the long-term
development and growth of mobile banking depends upon continued usage. The
objective of this study was to develop a research model to assess key factors that affect
the intention of consumers to continue the use of mobile banking. The technology
acceptance model and social influence are incorporated in the expectance confirmation
model to develop the proposed model. Partial least squares structural equation
modelling is used to evaluate the model and nine hypotheses. A survey questionnaire
was administered to collect data. Valid responses were received from 477 users who
had prior experience of using mobile banking in China. The findings of this study have
four significant implications for the academia as well as the banking industry. Firstly,
the strongest predictor of continuance intention is perceived usefulness, followed by
social influence and satisfaction. This implies that the intention to continue the use of
mobile banking is influenced by opinions of people who are important to the users.
Also, users continue to use mobile banking only when usage experience is satisfactory.
Secondly, both information quality and system quality are positively associated with
perceived usefulness. Banks can enhance user perceptions of usefulness by providing
updated and accurate information. Thirdly, satisfaction is affected positively by both
perceived usefulness and confirmation. Monitoring and improving satisfaction by
expanding the awareness of usefulness and confirmation is the right approach for
encouraging users to continue the use of mobile banking. Lastly, confirmation is
positively associated with perceived usefulness. In contrast with previous studies, the
results suggest that system quality has no effect on confirmation. This dichotomy needs
to be further examined.
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