Examining the Determinants of Mobile Banking App Continuance Intention in India: An Extension of the IS Success Model

Abstract

This research investigates the factors that influence the post-adoption behavior of users of mobile banking applications, i.e., continuance intention. A research framework was proposed by extending the IS success model in the context of post-adoption behavior of mobile banking app users. A sample of 345 current users of mobile banking applications was selected using convenience sampling. Service quality, information quality, system quality, perceived risk, and perceived trust substantially affect customer satisfaction. Satisfaction has mediated the relationship between these indicators and the desire to continue using mobile banking services in India. Moreover, the key drivers of mobile banking continuation intention were service quality, perceived risk, trust, and satisfaction.

Keywords:

• Continuance intention
• IS success model
• perceived risk
• perceived trust
• satisfaction

Disclosure statement

No potential conflict of interest was reported by the author(s).