Service quality and self-determination theory towards continuance usage intention of mobile banking

ABSTRACT

PurposeThis research set out to investigate the quality service and self-determination theory (SDT) that contributes to the continuance usage of m-banking.Design/methodology/approachA 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.FindingsThe 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 implicationsPractically, 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/valueTheoretically, these results contribute to the existing literatures of the m-banking by introducing the SDT that determines the continuance usage intention of it.