Factors influencing continuance intention to use mobile banking: an extended expectation-confirmation model with moderating role of trust

This study investigates the factors influencing the continued intention to use mobile banking. Using an extended expectation-confirmation model incorporating adaptive structuration theory and the decomposed theory of planned behavior, the study examines the roles of perceived usefulness, self-efficacy, subjective norm, satisfaction, adaptation, and trust. Data from 523 Vietnamese mobile banking users reveals that perceived usefulness, satisfaction, adaptation, and self-efficacy significantly impact continuance intention, while trust moderates the relationship between adaptation and continuance intention. The findings offer theoretical and managerial implications for sustaining strong customer relationships in mobile banking.

Giang-Do Nguyen, Thu-Hien Thi Dao