Examining the Determinants of the Customer’s Continuance Intention in Mobile Banking: Integrating ECM and D&M Model

Öz

The purpose of the study is to investigate the determinants of the customer’s continuance intention (CIN) behavior to use mobile banking applications. The study established and validated an extended framework based upon the combination of expectation-confirmation model (ECM) and DeLone & McLean information system success model (D&M Model) by including trust and self-efficacy. A total number of 448 users of mobile banking participated in this research. Based upon the applicable data gathered from a survey, structural equation modeling (SEM) was used to test the proposed research. The results indicate that perceived usefulness, confirmation, system quality, and information quality are the main predictors of satisfaction (SAT). Furthermore, the results revealed that SAT, trust, and self-efficacy have significant impact on CIN.

Anahtar Kelimeler

• Expectation-Confirmation Model
• DeLone & McLean Model
• Mobile Banking
• Continuance Use Intention

Mobil Bankacılıkta Müşterinin Devamlılık Niyetinin Belirleyicilerinin İncelenmesi: ECM ve D&M Modelinin Bütünleştirilmesi

Öz

Çalışmanın amacı, müşterinin mobil bankacılık uygulamalarını kullanmaya devam etme niyeti davranışının belirleyicilerini araştırmaktır. Çalışma, güven ve öz yeterliliği dahil ederek beklenti-onay modeli (ECM) ve DeLone & McLean bilgi sistemi başarı modelinin (D&M Modeli) birleşimine dayalı genişletilmiş bir çerçeve geliştirmiş ve doğrulamıştır. Bu araştırmaya toplamda 448 mobil bankacılık kullanıcısı katılmıştır. Anketten toplanan verilere dayanarak, önerilen araştırma modelini oluşturan değişkenler arası ilişkileri incelemek için yapısal eşitlik modellemesi (YEM) kullanılmıştır. Sonuçlar, algılanan kullanışlılık, doğrulama, sistem kalitesi ve bilgi kalitesinin memnuniyetin ana belirleyicisi olduğunu göstermektedir. Ayrıca, memnuniyet, güven ve öz yeterliliğin devam niyeti üzerinde pozitif yönde bir etkiye sahip olduğu bulgusuna ulaşılmıştır.

Anahtar Kelimeler

• Beklenti-Teyit Modeli
• DeLone ve McLean Modeli
• Mobil Bankacılık
• Devamlılık Kullanım Niyeti

Kaynakça

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