TY - JOUR
T1 - Service quality and self-determination theory towards continuance usage intention of mobile banking
AU - Inan, Dedi I.
AU - Hidayanto, Achmad Nizar
AU - Juita, Ratna
AU - Soemawilaga, Faiz Fadhillah
AU - Melinda, Fivi
AU - Puspacinantya, Puspacinantya
AU - Amalia, Yasmin
N1 - Publisher Copyright:
© 2021, Emerald Publishing Limited.
PY - 2023/3/2
Y1 - 2023/3/2
N2 - Purpose: This research set out to investigate the quality service and self-determination theory (SDT) that contributes to the continuance usage of m-banking. Design/methodology/approach: A valid of 310 respondents who experienced and intensified using the m-banking is collected. The proposed research model is empirically tested using structural equation modelling. Findings: The result informs that the service quality can not only be significantly mediated by the SDT, but it also has a direct effect to the satisfaction. It also informs that the satisfaction and the perceived usefulness indeed have a significant effect to the continuance usage intention of the m-banking. In addition, it also demonstrates that the perceived competence and perceived relatedness of the SDT significantly influence satisfaction and perceived usefulness towards the continuance usage intention of the m-banking. Practical implications: Practically, the results inform the bank management the factors to be taken into account to increase the motivation of the existing customers for them to continue using the m-banking. Originality/value: Theoretically, these results contribute to the existing literatures of the m-banking by introducing the SDT that determines the continuance usage intention of it.
AB - Purpose: This research set out to investigate the quality service and self-determination theory (SDT) that contributes to the continuance usage of m-banking. Design/methodology/approach: A valid of 310 respondents who experienced and intensified using the m-banking is collected. The proposed research model is empirically tested using structural equation modelling. Findings: The result informs that the service quality can not only be significantly mediated by the SDT, but it also has a direct effect to the satisfaction. It also informs that the satisfaction and the perceived usefulness indeed have a significant effect to the continuance usage intention of the m-banking. In addition, it also demonstrates that the perceived competence and perceived relatedness of the SDT significantly influence satisfaction and perceived usefulness towards the continuance usage intention of the m-banking. Practical implications: Practically, the results inform the bank management the factors to be taken into account to increase the motivation of the existing customers for them to continue using the m-banking. Originality/value: Theoretically, these results contribute to the existing literatures of the m-banking by introducing the SDT that determines the continuance usage intention of it.
KW - Continuance usage
KW - Continuance usage intention
KW - Mobile banking
KW - Perceived usefulness
KW - Satisfaction
KW - Self-determination theory
KW - Service quality
UR - http://www.scopus.com/inward/record.url?scp=85119136593&partnerID=8YFLogxK
U2 - 10.1108/JSTPM-01-2021-0005
DO - 10.1108/JSTPM-01-2021-0005
M3 - Article
AN - SCOPUS:85119136593
SN - 2053-4620
VL - 14
SP - 303
EP - 328
JO - Journal of Science and Technology Policy Management
JF - Journal of Science and Technology Policy Management
IS - 2
ER -