Continuance Intention of Mobile Banking Applications in Indonesia: Integrated TAM-Delone and Mclean Model

Abstract

This study attempts to explain the continuance intention of mobile banking applications using the integrated technology acceptance model (TAM) and Delone and Mclean's information systems success model. A total of 258 responses were collected from mobile banking users in Indonesia. PLS-SEM was used to analyze the data and test the proposed hypotheses. The results showed that perceived ease of use has a significant influence on perceived usefulness but not satisfaction. Perceived usefulness, system quality, and service quality positively influence satisfaction, but perceived security and information quality are not significant determinants of satisfaction. This study confirmed the positive effects of perceived usefulness and satisfaction toward the continued intention to use mobile banking apps. This study is one of the first to integrate two popular information system theories, specifically TAM and Delone's and Mclean's IS success models, to explain the post-adoption behavior of mobile banking users, which is still relatively under explored.