Izvorni znanstveni članak
https://doi.org/10.1080/1331677X.2022.2053782
Predictors of customers’ continuance intention of mobile banking from the perspective of the interactivity theory
Lan-Xiang Yin
Hsien-Cheng Lin
Sažetak
In order to test the key factors affecting users’ continuance intention of mobile banking Apps, this study combined the
Technology acceptance model (TAM) with the perceptual sinteraction model, and further added human-system interaction and perceived privacy security that was not explored in these models
before. Data were collected from 349 users who had experience
with mobile banking to test the model and were analyzed with a
structural equation model. The present study showed that various
interactive characteristics of mobile banking (human-human interaction, human-information interaction, human-system interaction)
had significant positive impacts on users’ perceptions of using
mobile banking (perceived usefulness, perceived ease of use, perceived privacy security). Users’ perceptions of using mobile banking had significantly positive impacts on users’ satisfaction with
mobile banking, and user satisfaction had a significant impact on
users’ continuance intention. Users’ income level had a significantly negative impact on their continuance intention. In order to
further enhance users’ continuance intention for mobile banking,
designers and managers of mobile banking are suggested to pay
special attention to the interactive characteristics of mobile banking and the impact on users’ perceptions of mobile banking, so
as to improve customer satisfaction and continuous intention.
Ključne riječi
Mobile banking app; perceived interactivity; technology acceptance model (TAM); satisfaction; continuance intention
Hrčak ID:
303019
URI
Datum izdavanja:
31.3.2023.
Posjeta: 826 *