THE IMPACT OF SECURITY AND CUSTOMIZATION ON CONTINUANCE INTENTION OF M-BANKING

Abstract

User satisfaction is crucial to reinforce continued usage intention of m-banking. Since banking industry considers satisfaction and loyalty as bottom-line goals, antecedents of such consequence need to be investigated. Prior research has focused more on m-banking behavioral intention rather m-banking continuance intention nevertheless the latter shows more strategic and economic value. Secondly, the role of customization and security, though its importance, has been overlooked in m-banking research. Technology acceptance model (TAM) with extended expectation-confirmation model in IT (ECM-IT) are employed to evaluate the factors influencing satisfaction, which in turn influences continuance intention of m-banking. Structural equation modeling (SEM) will be used to analyze the data and test the developed hypotheses. This research in progress has potential contributions to both academia and industry.