The post-adoption behavior of internet banking users through the eyes of self-determination theory and expectation confirmation model

Purpose In this era of digital technology, the banking sector has revolutionized its operations by using web-based Internet banking services. However, the success of these financial services is dependent on Internet banking user continuance intention instead of initial adoption. The current study develops a theoretical framework based on three well-known theories, namely the expectation-confirmation theory, self-determination theory (SDT) and the commitment trust theory, to investigate Internet banking user continuance intention towards use of Internet banking services. Design/methodology/approach Following positivist paradigm, a research survey was conducted towards Internet banking users of commercial banks. In response, 355 valid observations were retrieved and used for data analysis. For data analysis, this study has used a latest statistical approach, namely structural equation modelling (SEM). Findings This study has confirmed that factors underpinning the commitment trust theory, SDT and expectation-confirmation model have significant impact on Internet banking user continuance intention. The research model explained 68.4% of variance in determining Internet banking user continuance intention, which is substantial. The effect size analysis (f(2)) indicates that perceived usefulness is the most important factor among all other exogenous variables. The predictive relevance of the research model was found substantial Q(2) 50.3%. These findings confirmed that the research model has substantial power to predict Internet banking user continuance intention. Practical implications From a managerial perspective, findings of this research give deeper insight into financial advisors, bank managers and policy- makers to understand human motivation and expectation-confirmation factors in order to retain customers and gain return on Information Technology (IT) investment. Additionally, results suggest that attention should be given on user trust, which in turn boosts user intention towards continuance use of Internet banking services. Extension of the self-determination framework contributes to theory and augments e-commerce literature, especially in a post-adoption setting. Originality/value There are several studies that investigate Internet banking user pre-adoption behaviour. Therefore, less is discussed about the Internet banking user's post-adoption behaviour. Findings of this study help financial advisors to comprehensively understand which factor influences Internet banking user behaviour towards continue use of Internet banking services.

Automated summary

This study investigates the factors influencing Internet banking user continuance intention using three well-known theories, confirming their significant impacts. It also emphasizes the importance of perceived usefulness and user trust in predicting user behavior. The research model developed has substantial predictive power and can assist financial advisors in understanding and retaining customers in the banking sector.