MOBILE BANKING CONTINUANCE USAGE INTENTION AND ITS DETERMINANTS: A STUDY OF PAKISTANI USERS

Abstract

Abstract Purpose: The quality ofpeople's lives and the efficiency of banks can be improved by mobile banking. The long-term success ofm-banking depends on its constant use. The purpose ofthis study is to investigate the factors of usefulness, satisfaction, ease of use of m-banking continuance intention, using the technology continuance theory (TCT) by including the self efficacy and channel preference Methodology & Design: survey data collection is used from the Karachi, Pakistan respondents that had some prior experience with mobile banking we have used using partial least squares technique and the sample size is 323. Quantitative research collects information from present and future consumers using a variety of approaches, including survey responses. The primary base survey and quantitative research are used in this work. Findings The results confirmed that the TCT model had a high exploratory power in explaining users ‘perceived usefulness (PU), attitude, and intentions to continue to use mobile banking. Furthermore, channel importance was an important driver of continuance intention in the context ofm-banking. According to the results, perceived ease ofuse has no effect on PU and attitude in the post-adoption stage. Limitations and Recommendations: Banking sectors reclaim their customers' satisfaction, and the insurance functions they have introduced could persuade their customers that mobile banking is a secure means of transaction. Customers' impressions of ease of use for mobile transaction activities improve as a result of stressing perceived utility and positive safety characteristics in any campaign. Its limitations should be considered to generalize the result. Mobile banking sectors also coAbstract Purpose: The quality ofpeople's lives and the efficiency of banks can be improved by mobile banking. The long-term success ofm-banking depends on its constant use. The purpose ofthis study is to investigate the factors of usefulness, satisfaction, ease of use of m-banking continuance intention, using the technology continuance theory (TCT) by including the self efficacy and channel preference Methodology & Design: survey data collection is used from the Karachi, Pakistan respondents that had some prior experience with mobile banking we have used using partial least squares technique and the sample size is 323. Quantitative research collects information from present and future consumers using a variety of approaches, including survey responses. The primary base survey and quantitative research are used in this work. Findings The results confirmed that the TCT model had a high exploratory power in explaining users ‘perceived usefulness (PU), attitude, and intentions to continue to use mobile banking. Furthermore, channel importance was an important driver of continuance intention in the context ofm-banking. According to the results, perceived ease ofuse has no effect on PU and attitude in the post-adoption stage. Limitations and Recommendations: Banking sectors reclaim their customers' satisfaction, and the insurance functions they have introduced could persuade their customers that mobile banking is a secure means of transaction. Customers' impressions of ease of use for mobile transaction activities improve as a result of stressing perceived utility and positive safety characteristics in any campaign. Its limitations should be considered to generalize the result. Mobile banking sectors also control the lack of awareness for using mobile applications. ntrol the lack of awareness for using mobile applications.