Examining continuance usage of mobile banking from the perspectives of ECT and flow

Tao Zhou*, Yong Liu

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

10 Citations (Scopus)

Abstract

The success of mobile banking services is, in part, dependent on getting users to continue using mobile services. Drawing on the expectation confirmation theory (ECT) and flow theory, this research examines the factors affecting the continuance intention of mobile banking users. The results indicate that expectation confirmation affects perceived usefulness, which affects satisfaction and the continuance intention. In addition, perceived ease of use and trust affect flow, which further predicts the continuance intention. The results imply that service providers need to concern themselves with both perceived utility and user experience in order to facilitate continuance usage of their mobile banking services.

Original languageEnglish
Pages (from-to)199-214
Number of pages16
JournalINTERNATIONAL JOURNAL OF SERVICES, TECHNOLOGY AND MANAGEMENT
Volume20
Issue number4-6
DOIs
Publication statusPublished - 2014
MoE publication typeA1 Journal article-refereed

Keywords

  • Continuance usage
  • ECT
  • Expectation confirmation theory
  • Flow
  • Mobile banking
  • Service technology

Fingerprint

Dive into the research topics of 'Examining continuance usage of mobile banking from the perspectives of ECT and flow'. Together they form a unique fingerprint.

Cite this