Exploring the Determinants of Users’ Continuance Intention to Use Mobile Banking Services in Kuwait : Extending the Expectation-Confirmation Model

Abstract

While a great body of information systems (IS) literature has discussed mobile banking (m-banking) services, most of these studies have focused on the adoption or acceptance phases of this technology; with little attention was given to users’ intension to continue using such technology. This paper aims at investigating the most important factors that predict users’ continuous intension to use m-banking services in the post-adoption phase. This paper presents a conceptualization and validation of an extended expectation-confirmation model (ECM). A total of 303 Kuwaiti users of m-banking services participated in this study. Partial least squares (PLS) of structure equation modelling (SEM) technique was used to analyze the data. The results mainly showed that users’ continuous intension to use m-banking services is significantly influenced by perceived trust, satisfaction, self-efficacy, performance expectancy and effort expectancy. Theoretical and practical contributions as well as the research limitations and future directions are discussed.