An Integrative Model on User Satisfaction and Continuance Intention for Using M-Banking

Abstract

This study aims to extend the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) by integrating the three quality dimensions adopted from DeLone and McLean’s Information Systems (IS) Success Model and trust as additional constructs. In this respect, it also investigates the possible relationships among these constructs as new internal mechanisms that affect user satisfaction and continuance intention for using mobile banking. A total of 422 usable responses are collected from mobile banking users using an online survey. The empirical findings generally support the effect that the UTAUT2 constructs of effort expectancy, performance expectancy, hedonic motivation and facilitating conditions and the three quality dimensions of the IS Success Model have, along with trust, on user satisfaction and continuance intention, revealing the importance of extending UTAUT2 with these new constructs and new mechanisms proposed. In addition, the current study provides an enhanced insight by focusing on the post-adoption stage. The findings are important in terms of helping banks serve their customers better and achieve a competitive edge.